> For the complete documentation index, see [llms.txt](https://help.windmillsoft.kr/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.windmillsoft.kr/en/simplychat/troubleshooting/omni-channel/when-does-a-chat-session-enter-omni-channel.md).

# When does a Chat Session enter Omni-Channel?

When a customer presses "Connect to  a consultant" on KakaoTalk, the Chat Session status changes to Chat Request and is routed to Omni-Channel

If the Chat Session status is manually set to Chat Request, it will not enter Omni-Channel