Why can't I see a Chat icon against an active user?

Obviously there won't be a chat icon against YOUR name as it is a bit hard to chat with yourself

...but there may be some active users without the chat icon.

This happens when a user is logged into EM-COP but is using either a mobile or tablet device or is using a browser not supported by EM-COP. The version of EM-COP they will be seeing has limited functionality.

So you will need to call them!