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）Log in to the CloudCX Panel.
（2）In the left navigation bar, go to Omni Widget > My Widget. Select a Widget from the My Widget drop-down list,
（3）Go to Web-chat.
（4）Go to the Agent Wrap-Up tab.
（5）On the Agent Wrap-up page, Coludfon CX provides default system fields—Category and Comment. In case you want to add more fields, click Add a field.
（6）On the Add a Field page, choose the type of field you would like to add and set it as Visible or Required or both.
（7）Click Save.
The new settings will take effect immediately. You need not re-paste the live chat code to make the change work. If you are logged in to the agent console, you will need to re-login for the changes to take effect.