change where the "end chat" button is located for the customer and have the ability to End the chat when the customers doesn't.
For customers on your website - the big X in the bottom right of the chat, to me, would indicate "end chat" rather than minimise. No-one is going to want to look for the little menu on the top right to find end chat. It took me ages to find it! This should be improved. I think the 2 main things people will want to do is "end chat" and request an email of the transcript. So it would be nice if the big X was "end chat" followed by a prompt to get the transcript if needed. We also need an easy way to end the chat from our side if the customer "disappears".