Hi @annoyed-tired, we don't use email for support questions, but the Messaging feature works the same way. The bot is only there to answer common queries - if it can't help you with yours, just ask to message an agent instead.
I've used the in-app messaging before - it's comparable to e-mail, except, you can exchange 'emails' more quickly, if you'd like.
I'd expect any 'back and forth' to be equally or more likely present in email as it is in chat.
Good luck with your matter, and hopefully you get a good nights rest tonight.