2.4.5 Agent Wrap-up

Owned by SUPPORT
Last updated: Nov 03, 2024
2 min read

The Agent Wrap-up feature allows you to categorize and comment on every chat in the middle or at the end of a chat. Additionally, you can locate chats easily in the archives using wrap-up fields. Agent Wrap-up helps you manage your chats and retrieve chats from any category whenever you need to check them for review, training, and other purposes. 

Step-by-Step Instructions

  1. Go to your system CloudCX installation domain, and log in with the admin account.

  2. From the left navigation menu, go to Omni Widget > My Widget. Select a Widget from the My Widget drop-down list.

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  1. Go to Web-chat > Wrap-up.

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  1. In the Wrap-up page, you can set visible and required fields. For the custom fields, you can find more details from 2.4.5 Agent Wrap-up | Add Customize Fields .

  2. Click Save.

The new settings will take effect immediately. You need not re-paste the web chat code to make the change work. If you are logged in to the Agent Panel, you will need to re-login for the changes to take effect.

Add Customize Fields

You can add custom fields to collect visitor data based on your business needs.

Step-by-Step Instructions

  1. Click + Add a field.

  1. In the New Field drawer, you can do the following:

  • Input a field name. The field name will display within the platform, will not display to visitors.

  • Select a type for the new field, the type including Text box, Text area, Radio button, Checkbox, Dropdown list, Checkbox list.

  • Click Save.

  1. After creating a new field, you will enter Add a Wrap-up field page. In the Add a Wrap-up field page, you can do the following:

  • Select an existing field or create a new field in the Field Name.

  • Input a display name in the Display Name.

  • Turn on the toggle keys to enable the Visible and Required.

  • Click Save.

  • (Optional) Click Edit to enter the New Field drawer to edit the field.

  • (Optional) Click Edit to enter the Fields list to edit or delete the field.

The fields created by the system can not be modified and delete.

  1. The custom field has been added, you can drag and drop the custom field to reorder it.

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