Wrap up email interactions

Close email interactions with a wrap-up code to categorize the interaction outcome. Wrap-up codes support both AWA-routed and CCaaS-routed email interactions.

Before you begin

An administrator must configure internal wrap-up codes. See Wrap up email interactions.

Role required: sn_customerservice_agent

About this task

In the following scenarios, the system assigns a wrap-up code automatically:

• When a case is created from an interaction, the wrap-up code is auto-selected to Task Created and the interaction is closed complete.
• When the wrap-up window times out, the default wrap-up code Issue resolved is auto-saved.
• When the interaction automatically closes because the customer doesn’t respond, the wrap-up code is set to Closed due to customer inactivity.

For more information, see Automatic wrap-up code assignment in Using Email Interaction for Customer Service Management.

Procedure

1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
2. Select the List icon ( ).
3. In the Interactions section, select My Interactions.
4. Open an email interaction.
5. Select Close.
   The system auto-detects the routing source (AWA or CCaaS) and displays the wrap-up modal with internal wrap-up codes configured by the administrator. The interaction state iss updated to Wrap Up. Select the appropriate wrap-up code from the list.
6. Select Submit and Close.

Result

• The email interaction is updated to Closed Complete state.
• For AWA-routed interactions, the selected wrap-up code is saved in the wrap-up segment table.
• For CCaaS-routed interactions, the selected wrap-up code is returned to CCaaS and synced back to the instance.