Request the input Visitor Phone number
Please add phone number of the visitor at the right panel of agents chat screen (Visitor details) like this http://prnt.sc/f33gxh
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yes this is very essential
and provide a button to call the number directly on mobile so you don't need to copy past the number
Nellie.B Wright commented
This is a very common feature in almost every ticketing and chat system out there
Long Vu commented
I like this idea. A rating of 1 to 10 will be perfect!