If your organization uses Omnichannel Session Handling, you can elevate a chat contact into an outbound email, an outbound phone call, or both. This starts an omnichannel session. The multiple interactions are tied together as a single contact session across multiple channels. Each interaction must be dispositioned separately.
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Click the email icon at the bottom of the chat interaction of the contact you want to elevate.
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Fill out the required To, Subject, and Body fields. You can optionally add attachments, format the body text, add CC or BCC contacts, or use Quick Replies to insert commonly used text.
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Click Send.
