Private Chat working sometimes and other times it isn't

The private chat in Teams has not been working exactly as designed. The issue we have right now is that the policy for "Administrator has disabled the chat feature" has been changed so that chat is allowed for staff using a custom policy. What is happening is that it seems to be turning on and off by itself. Sometimes we are able to send and receive private chat messages, and other times it says that chat is disabled again. Or one person is able to send a message, and then the other person has the "Chat disabled" message appear so they cant reply.

Any help would be greatly appreciated!