1-- Make the "Go to chat" link a big button instead of just a regular hyperlink.

2-- Have the link automatically go to the latest message in the conversation (i..e be scrolled down in the page by using an anchor link), rather than start at the top with the oldest message, forcing the user to scroll through all the messages to get to the latest message and input box.

(In short, we want to be as similar to a text message being had on a phone over SMS as possible.)

3-- Make the checkbox for "Close and mark this support chat as resolve" bigger, and the text bigger, and use the <label> HTML tag to make it so the user can also click on the text itself to check/uncheck the box.

4-- Below the "Send Message" button, include a list of real time account info about the user with helpful links, include the below information:

- What books if any are on the user's Update tab (i.e. does the reviewer have any pending book reviews, and is what books), with the link to the manage-review.php page and the Bookshelves page for the corresponding book, so the admin/moderator can view those.

5-- A button to "Escalate" the ticket, which (1) adds a message to the conversation that says "Hi, [Name], To ensure you get the best support possible, I have escalated this to my manager. Thank you, [Moderator's Name]", and (2) sends an automatic email alert to rts-escalate@onlinebookclub.org with the link to view the chat. Ideally, when the reply is given, it would also be automatically forwarded to the staff member who escalated it too, so that staff member can thereby be made aware of the answer to know how to better answer similar questions in the future.