A chat you open from the remote-access dialogs or from the metric editor of a report stays focused on that topic for its whole life. A badge above the message box shows the topic, and the chat offers matching starter questions. For another topic, start a new chat.
A remote-access (VPN) share no longer closes by itself one hour after the technician's connection comes up. It stays available until the expiry you chose when sharing, or until you revoke it.
A technician you hand a remote-access share to can ask the assistant about the tunnel, its live status and its log. The assistant sees only that share and never any key material.