An outbound call can be initiated while a chat interaction is in progress.
To initiate an outbound call whilst in Chat conversation, select the telephone icon next to your agent status in the top left hand corner of the screen.
[.callout-primary]This functionality works only when you are in a Chat conversation and not when you are on an active call.[.callout-primary]
Once you click on the telephone icon, you can either make a call to an external number via Quick connect that has been set up or you can click on the Number pad to dial a number yourself.
Click Call to start your call.
This helps agents assist customers faster. They can talk to other departments for help while still chatting with the customer. This avoids the need to call back the customer, making the service process smoother.
