Elevate Phone to Email

If your organization uses Omnichannel Session Handling, you can elevate a phone contact into an outbound email. 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.

1. Click the email icon at the bottom of the phone interaction.

2. 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.

3. Click Send.