Making an outbound call while working on a chat or email (cross-media consult)

During a chat or an email, you can make an outbound call to the contact — to get some additional information — or another agent — to get some help. For more information, see Cross-media consult in Agent Workspace.

To initiate the outbound call, perform the following steps:

1. While on a chat or email, if you have a related contact open in Customer 360 in the insights panel, click any valid phone number (in E.164 standard format) in the contact record. Alternatively, while on a chat, click a valid phone number (in E.164 standard format) in one of the messages in the chat itself.
   
   Contact record in Customer 360

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   Chat message

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   The number is added to contact panel. 

2. Check the number and click Dial.

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3. Continue initiating the call in the usual way. When you have connected to the contact or agent, the original chat or email and the outbound call will appear together in the conversation log, indicating that they are linked.

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When you have finished with the chat or email and call, you can end them in the usual way. You must end them independently, but don't need to do so at the same time. The interactions will always be linked as they will have the same conversation ID.