Additional Configuration - Wrap-up Fields

Additional Configuration - Wrap-up Fields

When a chat ends, an agent can be prompted to provide ?wrap-up? information about the chat. This will label the chat session for reporting purposes.

You can create labels (wrap-up fields) that are used to categorize and organize chats. These can be particularly helpful to leverage if you decide to integrate with a CRM tool in the future.

Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

To see the below steps in action, view our tutorial:

  1. In the Web Admin Center, go to Channels > Chat > Wrap-up Fields.
  2. On the left side of the page, choose the type of label to edit or create: categories and/or statuses.
  3. To edit an existing out-of-the-box item, click the item?s name. From here you can rename the item or delete it by clicking the bin icon.

  4. Click Create New to add additional categories or statuses. When doing so, name the category or status in the new field.
  5. Save your changes.