The Basics
When you receive an inbound web chat, it would be easy to mistake it for an SMS/MMS interaction. In addition to the changes we will outline below, the biggest distinction is the purple theme instead of blue within the Messages window.
When a customer clicks on the chat icon embedded on your website, they’ll fill in some basic information. Because of this step, Chat interactions have excellent versatility in terms of communication options. You can initiate a Call, switch to SMS, and Email the customer based on this information.
...
Additional Details
Use the Place Call button to transition from a chat/message interaction to a phone interaction.
...