First, welcome to the forum. We aren't associated with Keystone RV Company, and have no connection to them other than most of us own one of their trailers.
Now, that said, when you open the Keystone RV website and click on the Customer Support link, the "chat with us" box will scroll across the bottom of the webpage and end up in the lower right corner. IF YOU READ THAT FIRST BOX, it will indicate if the chat feature is "online or offline". BUT: If you click on it, even when offline, it will open and allow you to submit a question and you'll sit there indefinitely, because the service isn't even working.... The call center hours are 9AM-5PM Eastern time (except on Friday). I'd make a WAG that the chat feature hours are the same....
So, if you logged on at 4:30PM "Dakota time" you probably never actually were "logged into an active chat"...
I'd suggest you call the Customer Service Center 9-5 M-TH/9-4 F at (866) 425-4369 and speak to a human...
If you have a question possibly post it on this forum, no doubt a member will likely have had the same question and can give you an answer (although not officially from the factory).