Skip to main content
Wrap-up codes are the options an agent chooses when closing a conversation —for example, “Resolved”, “No reply”, “Escalated”—. They’re a short label for how the case ended.

​
What they’re for

  • Context: at a glance you know how each conversation ended.
  • Measurement: the codes feed your reports (for example, how many cases were resolved vs. left without a reply).

​
How they work

You define your list of codes in Settings. If your team has it enabled, when closing a conversation the agent picks one. See Inbox.
They’re configured in Settings → Wrap-up codes.