Wrap-up Fields: Organize items by Category, Custom Field, Status
Create labels (wrap-up fields) that can be used to organize items in a channel automatically according to rules or manually by an agent during wrap-up.
- In the Web Admin Center, choose the channel for which you want to create labels:
- Along the left side of the page, choose the type of label to edit or create:
- Categories
- Custom Field 1
- Custom Field 2
- Statuses
- Select an existing item or click Create New.
- Name the label.
- Save your changes.
The labels are ready for use:
- An agent can use the wrap-up form to manually assign a label to a chat, email, or message
- An administrator can create rules to automatically assign a label to a chat, email, or message
What are best practices for creating wrap-up fields?
Wrap-Up Fields allow you to capture information from agents based on engagement; ask agents to provide a category, status, or custom fields after a conversation. You can make these mandatory. We recommend using these as they can be reported on and used to understand trends and volume. Wrap-up fields are also very helpful for CRM integrations and enable easier and more organized follow up as needed.
