You may have noticed that when interacting with support on your child account, that the account email address is listed as email@example.com.
This email isn't a real address. It is used to link the chat window with your child account, so that your child account can see their past support history.
Your child account will get all their support questions sent to the chat window in the lower right corner. So keep an eye on that if you are expecting a join link to a screen share.