OK I have some additional information, and I think it's actually working as intended...
What they said is that initially the chat "auto-scrolls" meaning as chats come in, you constantly see the latest chat at the bottom of the tab and the older chats disappear from the top of the tab. But if you "leave" the chat tab and click on something else (in their case the Teams window) and come back, then you have to manually scroll. I noticed that when I produce webinars, as I move back and forth between the People and Chat tabs to check for issues, I have to scroll through the chat to catch any questions. I personally have never noticed an "auto-scroll" because I'm constantly checking multiple tabs. (These teammates are new and just learning GoTo.)
Also, when you return to the Chat tab any private messages have a message that displays that it's a private message and you have to click on it to show the private messages.
In answer to your other questions, we use Windows 11 and are using the GoTo app, and they are new so it's always the experience for them.
