I have used the WhatsApp option on 2 occasions now. Its a little tedious at the beginning with having to prove your identity. But once you get through they are helpful. Alos note, its slow, as I suspect the agent is juggling multiple cases at once. So once you reply to a message, its 5 to 10 mins before they respond.
I find it easier to log into WhatsApp on my laptop, so I have full keyboard typing available and you can screen snip in ticket info.