Good morning Meredith,
My residence guru Mark Grieve provided this information.
We have a web chat template and we ask the customer for the best number to contact them. We also ask for a suitable time to phone the customer.
We then turn the web chat into a telephone transaction and transfer the phone call to the correct department.
If the customer is not available we create a service request to the department and ask them to contact the customer.
Happy to share our web chat templates with you if this helps.