Wrap
After-contact work is the short period after a person finishes an escalated call or chat, when they record how it went before taking new work. The Wrap page sets the rules for it and holds the wrap-up codes your team picks from, such as "Resolved", "Callback booked" or "Complaint". Codes give every handled contact a consistent outcome, which makes the session history easier to read and report on.
The page appears under Contact Centre once human escalation is turned on. The header shows how many codes exist, for example "4 codes".
Before You Start
- Role: the Organisation Admin role.
- Human escalation turned on for this environment.
The settings on this page take effect in the workspace app, where your team wraps up. If nobody has signed in to the workspace app yet, the page shows "Nobody has signed in to the workspace, so wrap-up settings aren't reaching anyone." This does not stop you saving. The settings apply to people as soon as they sign in.
After-Contact Work
The After-contact work section has three settings. They save together with Save changes in the bar at the bottom of the page.
| Setting | Options | What it does |
|---|---|---|
| Require wrap-up | Required or Optional | When required, nobody can be assigned another task until they have picked a code. |
| Allow notes | Allowed or Not allowed | Lets people add a free-text note alongside the code. The note is saved with the code and is visible on the session record. When notes are not allowed, the notes box in the workspace app is switched off. |
| Auto-wrap timeout | A number of seconds, or empty | A target time the workspace app shows during after-contact work. Leave it empty or enter 0 to show no timeout. |
A new environment starts with wrap-up Required, notes Allowed and no timeout. Rows you have not changed from these show a Default tag.
How Require Wrap-Up Works in the Workspace
With Require wrap-up set to Required, the Submit Wrap-Up button in the workspace app stays disabled until the person chooses a wrap-up code. They cannot finish the contact and move on to new work without one. With Optional, they can submit with no code.
If no codes are enabled, nobody is blocked: the workspace app tells people that no wrap-up codes are configured and lets them submit with notes only. See After-Contact Work for what your team sees.
When the timeout has a value, its row carries a Stored, not enforced tag. The workspace app shows the timeout to people during after-contact work as a target, labelled Auto-wrap timeout with the number of seconds. Nothing submits wrap-up automatically when the time runs out, and the contact stays in after-contact work until the person selects Submit Wrap-Up.
To change a setting:
- Change the value. The row is marked Changed, and the bar at the bottom summarises the change, for example "Require wrap-up: required → optional".
- Select Save changes, or Discard to go back to the saved values.
After saving, Undo in the bar puts the previous values back.
The timeout must be a number of 0 or more. A negative number shows "Can't be negative. Use 0, or leave it empty to display no timeout", and anything else shows "Enter a number".
Wrap-Up Codes
Wrap-up codes save as soon as you add, edit or delete one. They are not part of Save changes.
Adding a Code
- In the Wrap-up codes section, select Add code.
- Enter a Name, for example "Refund approved". This is what your team sees.
- Optionally, add a Description that explains when to use the code.
- Leave Enabled on to offer the code straight away.
- Select Add.
The code appears as a card with an Enabled badge.
Editing, Disabling and Deleting a Code
- To change a code, select edit on its card, change the fields and select Save.
- To stop offering a code without losing it, edit it and switch Enabled off. The card shows Disabled. A disabled code stays on this page, but your team is not offered it.
- To remove a code, select delete on its card, then confirm. Deleting cannot be undone.
Disabling is the safer choice for a code your team has already used, because you can switch it back on later without recreating it.
No Codes
With no codes, the section reads "No wrap-up codes yet" and offers Add code. Your team can still finish a contact, with notes if notes are allowed, but without a reason code.
What Happens Next
Your team sees the codes and rules the next time they wrap up a contact in the workspace app. See After-Contact Work.