📑Wrap-Up Codes

Wrap-Up codes are codes that agents use to classify customer dialogs. Each dialogue can be assigned one or more Wrap-Up Codes that reflect the main reason or characteristic of a customer enquiry (e.g., account inquiry, technical support, product question, etc.).

There are two subsections in the Wrap-Up Codes section:

• Active - displays a list of active Wrap-Up Codes;

• Deleted - displays a list of deleted Wrap-Up Codes.

In the Active subsection, you can edit existing and create new Wrap-Up Codes.

In the Deleted subsection, you can restore deleted Wrap-Up codes.

To make a Wrap-Up Code available for users to select during a conversation handling, you need to enable the Wrap-Up Codes option in an Inbox/Team settings (for the relevant conversation type) and select the required Wrap-Up Codes. For more details, see Team settings / Inbox settings.

The selected list of Wrap-Up Codes will be displayed to agents for selection in a dialog assigned to that Inbox/Team.