That's their mobile layout in general. In their view they must have improved UX immensely since no mobile person has needed help/support since introduction of infinite scrolling
If your shortcuts don’t include “contact us” you should be able to find it by scrolling to the bottom of the hamburger menu and tapping “customer service”. getting a live agent entails some dark magic, but if you bother the bot enough she’ll connect you.
but (on desktop) if you want to speak to a human once you are actually in chat, there’s a very subtle button in the centre just above the message bar that will bypass the automated system if you click it