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 phone icon at the bottom of the chat interaction of the contact you want to elevate.
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Enter the number you want to dial, select an outbound phone skill, and then click Call.
