Wrap Up API

  • Release version: Australia
  • Updated March 12, 2026
  • 41 minutes to read

    • Provides endpoints for managing wrap-up functionality for external Contact Center as a Service (CCaaS) systems or ServiceNow AI Platform workspaces.

    This API requires the Interactions Management (com.glide.interaction.awa) plugin. To call this API, you must have the interaction_integration_user role.

    When agents close an interaction, the wrap-up feature enables them to enter closing details and wrap-up codes for future reference. For more information about wrap-up functionality, see Wrap up overview.

    To use this API for segmented wrap-up of interactions from external systems, you must implement the InteractionSegment scripted extension point to create and retrieve segment records in your chosen table. If you're using OpenFrame, the extension point has an existing implementation to create and retrieve segment records in the Phone Log [sn_openframe_phone_log] table.

    AI wrap-up recommendations

    AI wrap-up recommendations can come from two sources:

    • Internal (Now Assist): When use_third_party_ai is false, a business rule triggers automatically after segment creation to call the CSM API and populate ai_wrap_up_code and ai_notes.
    • External (third-party / CCaaS): When use_third_party_ai is true, the external system pushes AI data via the new PUT /api/now/wrapup/segment/update/ai endpoint.
    Use cases
    • Reduce agent handle time by providing wrap-up codes and notes with AI suggestions.
    • Enable CCaaS platforms to push AI-generated content into ServiceNow AI Platform after an interaction ends.
    • Give supervisors cleaner, more consistent wrap-up data for reporting and analytics.
    Endpoint call order for an AI-assisted wrap-up flow
    1. POST /api/now/wrapup/segment/create — Open a segment or pass ai_wrap_up_code / ai_notes and AI config flags.
    2. PUT /api/now/wrapup/segment/update/ai — (External AI only) Push AI recommendations onto the open segment.
    3. PUT /api/now/wrapup/segment/update — Agent finalizes and closes the segment.
    4. GET /api/now/wrapup/segment/{segment_id} — Retrieve segment including stored AI fields.

    Wrap Up - GET /now/wrapup/code/{code_id}

    Retrieves details for a specified wrap-up code.

    URL format

    Versioned URL: /api/now/{api_version}/wrapup/code/{code_id}

    Default URL: /api/now/wrapup/code/{code_id}

    Supported request parameters

    Table 1. Path parameters
    Name Description
    api_version Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest.

    Data type: String
    code_id Sys_id of the wrap-up code.

    Data type: String

    Table: Interaction Wrap Up Code [interaction_wrap_up_code]
    Table 2. Query parameters
    Name Description
    None
    Table 3. Request body parameters (XML or JSON)
    Name Description
    None

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Table 4. Request headers
    Header Description
    Accept Data format of the response body. Supported types: application/json or application/xml.

    Default: application/json
    Table 5. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Table 6. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    400 Bad Request. A bad request type or malformed request was detected.
    401 Unauthorized. The user credentials are incorrect or have not been passed.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Name Description
    result Object containing information about the API request and the wrap-up code.

    Data type: Object

    "result": {
   "message": "String",
   "resultMap": {Object},
   "success": Boolean
}
    result.message Message that describes the outcome of the API request.

    Data type: String
    result.result_map Object containing the wrap-up code.

    Data type: Object

    "result_map": {
   "wrap_up_code": {Object}
}
    result.result_map.wrap_up_code Object with details about the wrap-up code.

    Data type: Object

    "wrap_up_code": {
   "active": Boolean,
   "code": "String",
   "description": "String",
   "external": Boolean,
   "sys_id": "String",
   "translated_code": "String",
   "translated_description": "String"
}
    result.result_map.wrap_up_code.active Flag that indicates whether the wrap-up code is active.
    Valid values:
    • true: The wrap-up code is active.
    • false: The wrap-up code isn't active.

    Data type: Boolean

    Default: true
    result.result_map.wrap_up_code.code Label of the wrap-up code.

    Data type: String
    result.result_map.wrap_up_code.description Description of the wrap-up code.

    Data type: String
    result.result_map.wrap_up_code.external Flag that indicates whether the wrap-up code is from an external system.
    Valid values:
    • true: The wrap-up code is from an external system.
    • false: The wrap-up code is internal.

    Data type: Boolean
    result.result_map.wrap_up_code.sys_id Sys_id of the wrap-up code.

    Data type: String

    Table: Interaction Wrap Up Code [interaction_wrap_up_code]
    result.result_map.wrap_up_code.translated_code A translation of the wrap-up code label.

    Data type: String
    result.result_map.wrap_up_code.translated_description A translation of the wrap-up code description.

    Data type: String
    result.success Flag that indicates whether the API request was successfully processed.
    Valid values:
    • true: The API request was successful.
    • false: The API request failed.

    Data type: Boolean

    cURL request

    This example retrieves details for a specified wrap-up code.

    curl "https://instance.service-now.com/api/now/v1/wrapup/code/49c27b679f201210c89656effa0a1cd7" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'

    Response body.

    {
  "result": {
    "message": "Wrap up code found.",
    "result_map": {
      "wrap_up_code": {
        "code": "Billing Issue",
        "description": "A code for billing issues",
        "active": true,
        "external": true,
        "sys_id": "49c27b679f201210c89656effa0a1cd7",
        "translated_code": "Abrechnungsproblem",
        "translated_description": "Ein code für Abrechnungsprobleme"
      }
    },
    "success": true
  }
}

    Wrap Up - GET /now/wrapup/segment/{segment_id}

    Retrieves details for a specified wrap-up segment.

    URL format

    Versioned URL: /api/now/{api_version}/wrapup/segment/{segment_id}

    Default URL: /api/now/wrapup/segment/{segment_id}

    Supported request parameters

    Table 7. Path parameters
    Name Description
    api_version Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest.

    Data type: String
    segment_id Sys_id of the wrap-up segment in the Interaction Wrap Up Segment [interaction_wrap_up_segment] table, or identifier representing the interaction segment on the external system.

    Data type: String
    Table 8. Query parameters
    Name Description
    None
    Table 9. Request body parameters (XML or JSON)
    Name Description
    None

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Table 10. Request headers
    Header Description
    Accept Data format of the response body. Supported types: application/json or application/xml.

    Default: application/json
    Table 11. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Table 12. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    400 Bad Request. A bad request type or malformed request was detected.
    401 Unauthorized. The user credentials are incorrect or have not been passed.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Name Description
    message Message that describes the outcome of the API request.

    Data type: String
    segment Object containing data about the interaction and wrap-up segment.

    Data type: Object

    "segment": {
  "agent": "String",
  "ai_code_defined_at": "String",
  "ai_notes": "String",
  "ai_notes_defined_at": "String",
  "ai_wrap_up_code": "String",
  "awaiting_confirmation": Boolean,
  "confirmed_on": "String",
  "external": Boolean,
  "interaction": "String",
  "opened_on": "String",
  "segmented": Boolean,
  "segment_id": "String",
  "segment_table": "String",
  "state": "String",
  "submitted_on": "String",
  "sys_id": "String",
  "wrap_up_configuration": {Object} 
}
    segment.agent Sys_id of the agent assigned to the interaction.

    Data type: String

    Table: User [sys_user]
    segment.ai_code_defined_at Timestamp when AI code was stored.

    Format: Unix epoch milliseconds (e.g., "1752252703000")

    Data type: String
    segment.ai_notes AI-generated notes stored on the segment.

    Data type: String
    segment.ai_notes_defined_at Timestamp when AI notes were stored.

    Format: Unix epoch milliseconds

    Data type: String
    segment.ai_wrap_up_code AI-recommended code stored on the segment.

    Data type: String
    segment.awaiting_confirmation Flag that indicates whether the wrap-up segment submitted by the agent is awaiting confirmation that it was processed by the external CCaaS system.
    Valid values:
    • true: The wrap-up segment is awaiting confirmation.
    • false: The wrap-up segment was processed by the external system.

    Data type: Boolean
    segment.confirmed_on Date and time the submitted wrap-up segment is processed in the external CCaaS system.

    Data type: String
    segment.external Flag that indicates whether the interaction segment is from an external system.
    Valid values:
    • true: The interaction segment is from an external system.
    • false: The interaction segment is internal.

    Data type: Boolean

    Default: false
    segment.interaction Sys_id of the interaction.

    Data type: String

    Table: Interaction [interaction]
    segment.opened_on The start date and time of the wrap-up period according to the external system.

    Data type: String
    segment.segmented Flag that indicates whether the wrap-up is segmented.
    Valid values:
    • true: The wrap-up is segmented into multiple parts.
    • false: The wrap-up is one complete segment.

    Data type: Boolean

    Default: false
    segment.segment_id Sys_id of the interaction segment.

    Data type: String
    segment.segment_table Name of the table containing the interaction segment.

    Data type: String
    segment.state State of the interaction segment.

    Data type: String
    segment.submitted_on Date and time the agent submitted the wrap-up segment.

    Data type: String
    segment.sys_id Sys_id of the wrap-up segment.

    Data type: String

    Table: Interaction Wrap Up Segment [interaction_wrap_up_segment]
    segment.wrap_up_configuration Object containing details about the wrap-up configuration used for the wrap-up segment.

    Data type: Object

    "wrap_up_configuration": {  
  "allowed_codes": [Array],
  "default_code": {Object},
  "enable_ai_code": Boolean,
  "enable_ai_notes": Boolean,
  "enable_codes": Boolean,
  "use_ai_as_default": Boolean,
  "use_third_party_ai": Boolean
}
    segment.wrap_up_configuration.allowed_codes Array of objects each representing a wrap-up code the agent is allowed to use.

    Data type: Array

    "allowed_codes": [
  {
    "active": Boolean, 
    "code": "String",
    "description": "String",
    "external": Boolean,
    "sys_id": "String",
    "translated_code": "String",
    "translated_description": "String"
  }
]
    segment.wrap_up_configuration.allowed_codes.active Flag that indicates whether the wrap-up code is active.
    Valid values:
    • true: The wrap-up code is active.
    • false: The wrap-up code isn't active.

    Data type: Boolean

    Default: true
    segment.wrap_up_configuration.allowed_codes.code Label of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.allowed_codes.description Description of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.allowed_codes.external Flag that indicates whether the wrap-up code is from an external system.
    Valid values:
    • true: The wrap-up code is from an external system.
    • false: The wrap-up code is internal.

    Data type: Boolean
    segment.wrap_up_configuration.allowed_codes.sys_id Sys_id of the wrap-up code.

    Data type: String

    Table: Interaction Wrap Up Code [interaction_wrap_up_code]
    segment.wrap_up_configuration.allowed_codes.translated_code A translation of the wrap-up code label.

    Data type: String
    segment.wrap_up_configuration.allowed_codes.translated_description A translation of the wrap-up code description.

    Data type: String
    segment.wrap_up_configuration.default_code Object containing the wrap-up code to use as the default.

    Data type: Object

    "default_code": {
  "active": Boolean,
  "code": "String",
  "description": "String",
  "external": Boolean,
  "sys_id": "String",
  "translated_code": "String",
  "translated_description": "String"
}
    segment.wrap_up_configuration.default_code.active Flag that indicates whether the wrap-up code is active.
    Valid values:
    • true: The wrap-up code is active.
    • false: The wrap-up code isn't active.

    Data type: Boolean

    Default: true
    segment.wrap_up_configuration.default_code.code Label of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.default_code.description Description of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.default_code.external Flag that indicates whether the wrap-up code is from an external system.
    Valid values:
    • true: The wrap-up code is from an external system.
    • false: The wrap-up code is internal.

    Data type: Boolean
    segment.wrap_up_configuration.default_code.sys_id Sys_id of the wrap-up code.

    Data type: String

    Table: Interaction Wrap Up Code [interaction_wrap_up_code]
    segment.wrap_up_configuration.default_code.translated_code A translation of the wrap-up code label.

    Data type: String
    segment.wrap_up_configuration.default_code.translated_description A translation of the wrap-up code description.

    Data type: String
    segment.wrap_up_configuration.enable_ai_code Flag that indicates whether AI code generation is enabled for this configuration.
    Valid values:
    • true: AI code generation is enabled for this configuration.
    • false: AI code generation is not enabled for this configuration.

    Data type: Boolean
    segment.wrap_up_configuration.enable_ai_notes Flag that indicates whether AI notes generation is enabled for this configuration.
    Valid values:
    • true: AI notes generation is enabled for this configuration.
    • false: AI notes generation is not enabled for this configuration.

    Data type: Boolean
    segment.wrap_up_configuration.enable_codes Flag that indicates whether the agent must select a wrap-up code.
    Valid values:
    • true: Agent must select a wrap-up code.
    • false: Agent isn't required to select a wrap-up code.

    Data type: Boolean

    Default: false
    segment.wrap_up_configuration.use_ai_as_default Flag that indicates whether AI code is automatically set as the default wrap-up code for this configuration.
    Valid values:
    • true: AI code is automatically set as the default wrap-up code.
    • false: AI code is not automatically set as the default wrap-up code.

    Data type: Boolean
    segment.wrap_up_configuration.use_third_party_ai Flag that indicates if the AI content source is from a third-party external system.
    Valid values:
    • true: AI content source is from a third-party external system.
    • false: Now Assist is the AI content source.

    Data type: Boolean
    segment_id Sys_id of the wrap-up segment.

    Data type: String

    Table: Interaction Wrap Up Segment [interaction_wrap_up_segment]
    success Flag that indicates whether the API request was successfully processed.
    Valid values:
    • true: The API request was successful.
    • false: The API request failed.

    Data type: Boolean

    cURL request

    This example retrieves details for a specified wrap-up segment.

    curl "https://instance.service-now.com/api/now/v1/wrapup/segment/dgajbcef12345678defdbxef123435678" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'

    Response body.

    {
  "success": true,
  "message": "Wrap up segment retrieved successfully.",
  "segment_id": "dgajbcef12345678defdbxef123435678",
  "segment": {
    "agent": "123412345678567890ab90abcdefcdef",
    "segment_table": "sn_openframe_phone_log",
    "segment_id": "dgajbcef12345678defdbxef123435678",
    "external": true,
    "interaction": "213412345678567890ab90abcdefcdef",
    "state": "closed",
    "wrap_up_configuration": {
      "enable_codes": true,
      "allowed_codes": [
        {
          "code": "Billing Issue",
          "description": "",
          "active": true,
          "external": true,
          "sys_id": "49c27b679f201210c89656effa0a1cd7",
          "translated_code": "Abrechnungsproblem",
          "translated_description": ""
        },
        {
          "code": "Store Issue",
          "description": "",
          "active": true,
          "external": true,
          "sys_id": "54327b679f201210c89656effa0a1cd7",
          "translated_code": " Einkaufsproblem",
          "translated_description": ""
        }
      ],
      "default_code": {
        "code": "Billing Issue",
        "description": "",
        "active": true,
        "external": true,
        "sys_id": "49c27b679f201210c89656effa0a1cd7",
        "translated_code": "Abrechnungsproblem",
        "translated_description": ""
      }
    },
    "segmented": true,
    "sys_id": "dgajbcef12345678defdbxef123435678",
    "opened_on": "2024-09-16 17:52:01",
    "submitted_on": "2024-09-16 18:51:59",
    "confirmed_on": "2024-09-16 18:52:01",
    "awaiting_confirmation": false
  }
}

    This example retrieves details for a specified wrap-up segment configured for AI recommendations.

    curl "https://instance.service-now.com/api/now/v1/wrapup/segment/abcd1234abcd1234abcd1234abcd1234" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'

    Response body.

    {
  "success": true,
  "message": "Segment retrieved.",
  "segment_id": "abcd1234abcd1234abcd1234abcd1234",
  "segment": {
    "agent": "123412345678567890ab90abcdefcdef",
    "state": "closed",
    "ai_wrap_up_code": "Billing Issue",
    "ai_notes": "Customer called about an incorrect charge.",
    "ai_code_defined_at": "1752252703000",
    "ai_notes_defined_at": "1752252703000",
    "wrap_up_configuration": {
      "enable_ai_code": true,
      "enable_ai_notes": true,
      "use_ai_as_default": true,
      "use_third_party_ai": false
    }
  }
}

    Wrap Up - GET /now/wrapup/segment/agent/{agent_id}/interaction/{interaction_id}

    Retrieves details for a wrap-up segment based on a specified agent and interaction.

    URL format

    Versioned URL: /api/now/{api_version}/wrapup/segment/agent/{agent_id}/interaction/{interaction_id}

    Default URL: /api/now/wrapup/segment/agent/{agent_id}/interaction/{interaction_id}

    Supported request parameters

    Table 13. Path parameters
    Name Description
    api_version Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest.

    Data type: String
    agent_id Sys_id of the agent assigned to the interaction.

    Data type: String

    Table: User [sys_user]
    interaction_id Sys_id of the interaction.

    Data type: String

    Table: Interaction [interaction]
    Table 14. Query parameters
    Name Description
    None
    Table 15. Request body parameters (XML or JSON)
    Name Description
    None

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Table 16. Request headers
    Header Description
    Accept Data format of the response body. Supported types: application/json or application/xml.

    Default: application/json
    Table 17. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Table 18. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    400 Bad Request. A bad request type or malformed request was detected.
    401 Unauthorized. The user credentials are incorrect or have not been passed.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Name Description
    message Message that describes the outcome of the API request.

    Data type: String
    segment Object containing data about the interaction and wrap-up segment.

    Data type: Object

    "segment": {
  "agent": "String",
  "ai_code_defined_at": "String",
  "ai_notes": "String",
  "ai_notes_defined_at": "String",
  "ai_wrap_up_code": "String",
  "awaiting_confirmation": Boolean,
  "confirmed_on": "String",
  "external": Boolean,
  "interaction": "String",
  "opened_on": "String",
  "segmented": Boolean,
  "segment_id": "String",
  "segment_table": "String",
  "state": "String",
  "submitted_on": "String",
  "sys_id": "String",
  "wrap_up_configuration": {Object} 
}
    segment.agent Sys_id of the agent assigned to the interaction.

    Data type: String

    Table: User [sys_user]
    segment.agent Sys_id of the agent assigned to the interaction.

    Data type: String

    Table: User [sys_user]
    segment.ai_code_defined_at Timestamp when AI code was stored.

    Format: Unix epoch milliseconds (e.g., "1752252703000")

    Data type: String
    segment.ai_notes AI-generated notes stored on the segment.

    Data type: String
    segment.ai_notes_defined_at Timestamp when AI notes were stored.

    Format: Unix epoch milliseconds

    Data type: String
    segment.ai_wrap_up_code AI-recommended code stored on the segment.

    Data type: String
    segment.awaiting_confirmation Flag that indicates whether the wrap-up segment submitted by the agent is awaiting confirmation that it was processed by the external CCaaS system.
    Valid values:
    • true: The wrap-up segment is awaiting confirmation.
    • false: The wrap-up segment was processed by the external system.

    Data type: Boolean
    segment.confirmed_on Date and time the submitted wrap-up segment is processed in the external CCaaS system.

    Data type: String
    segment.external Flag that indicates whether the interaction segment is from an external system.
    Valid values:
    • true: The interaction segment is from an external system.
    • false: The interaction segment is internal.

    Data type: Boolean

    Default: false
    segment.interaction Sys_id of the interaction.

    Data type: String

    Table: Interaction [interaction]
    segment.opened_on The start date and time of the wrap-up period according to the external system.

    Data type: String
    segment.segmented Flag that indicates whether the wrap-up is segmented.
    Valid values:
    • true: The wrap-up is segmented into multiple parts.
    • false: The wrap-up is one complete segment.

    Data type: Boolean

    Default: false
    segment.segment_id Sys_id of the interaction segment.

    Data type: String
    segment.segment_table Name of the table containing the interaction segment.

    Data type: String
    segment.state State of the interaction segment.

    Data type: String
    segment.submitted_on Date and time the agent submitted the wrap-up segment.

    Data type: String
    segment.sys_id Sys_id of the wrap-up segment.

    Data type: String

    Table: Interaction Wrap Up Segment [interaction_wrap_up_segment]
    segment.wrap_up_configuration Object containing details about the wrap-up configuration used for the wrap-up segment.

    Data type: Object

    "wrap_up_configuration": {  
  "allowed_codes": [Array],
  "default_code": {Object},
  "enable_codes": Boolean
}
    segment.wrap_up_configuration.allowed_codes Array of objects each representing a wrap-up code the agent is allowed to use.

    Data type: Array

    "allowed_codes": [
  {
    "active": Boolean, 
    "code": "String",
    "description": "String",
    "external": Boolean,
    "sys_id": "String",
    "translated_code": "String",
    "translated_description": "String"
  }
]
    segment.wrap_up_configuration.allowed_codes.active Flag that indicates whether the wrap-up code is active.
    Valid values:
    • true: The wrap-up code is active.
    • false: The wrap-up code isn't active.

    Data type: Boolean

    Default: true
    segment.wrap_up_configuration.allowed_codes.code Label of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.allowed_codes.description Description of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.allowed_codes.external Flag that indicates whether the wrap-up code is from an external system.
    Valid values:
    • true: The wrap-up code is from an external system.
    • false: The wrap-up code is internal.

    Data type: Boolean
    segment.wrap_up_configuration.allowed_codes.sys_id Sys_id of the wrap-up code.

    Data type: String

    Table: Interaction Wrap Up Code [interaction_wrap_up_code]
    segment.wrap_up_configuration.allowed_codes.translated_code A translation of the wrap-up code label.

    Data type: String
    segment.wrap_up_configuration.allowed_codes.translated_description A translation of the wrap-up code description.

    Data type: String
    segment.wrap_up_configuration.default_code Object containing the wrap-up code to use as the default.

    Data type: Object

    "default_code": {
  "active": Boolean,
  "code": "String",
  "description": "String",
  "external": Boolean,
  "sys_id": "String",
  "translated_code": "String",
  "translated_description": "String"
}
    segment.wrap_up_configuration.default_code.active Flag that indicates whether the wrap-up code is active.
    Valid values:
    • true: The wrap-up code is active.
    • false: The wrap-up code isn't active.

    Data type: Boolean

    Default: true
    segment.wrap_up_configuration.default_code.code Label of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.default_code.description Description of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.default_code.external Flag that indicates whether the wrap-up code is from an external system.
    Valid values:
    • true: The wrap-up code is from an external system.
    • false: The wrap-up code is internal.

    Data type: Boolean
    segment.wrap_up_configuration.default_code.sys_id Sys_id of the wrap-up code.

    Data type: String

    Table: Interaction Wrap Up Code [interaction_wrap_up_code]
    segment.wrap_up_configuration.default_code.translated_code A translation of the wrap-up code label.

    Data type: String
    segment.wrap_up_configuration.default_code.translated_description A translation of the wrap-up code description.

    Data type: String
    segment.wrap_up_configuration.enable_ai_code Flag that indicates whether AI code generation is enabled for this configuration.
    Valid values:
    • true: AI code generation is enabled for this configuration.
    • false: AI code generation is not enabled for this configuration.

    Data type: Boolean
    segment.wrap_up_configuration.enable_ai_notes Flag that indicates whether AI notes generation is enabled for this configuration.
    Valid values:
    • true: AI notes generation is enabled for this configuration.
    • false: AI notes generation is not enabled for this configuration.

    Data type: Boolean
    segment.wrap_up_configuration.enable_codes Flag that indicates whether the agent must select a wrap-up code.
    Valid values:
    • true: Agent must select a wrap-up code.
    • false: Agent isn't required to select a wrap-up code.

    Data type: Boolean

    Default: false
    segment.wrap_up_configuration.use_ai_as_default Flag that indicates whether AI code is automatically set as the default wrap-up code for this configuration.
    Valid values:
    • true: AI code is automatically set as the default wrap-up code.
    • false: AI code is not automatically set as the default wrap-up code.

    Data type: Boolean
    segment.wrap_up_configuration.use_third_party_ai Flag that indicates if the AI content source is from a third-party external system.
    Valid values:
    • true: AI content source is from a third-party external system.
    • false: Now Assist is the AI content source.

    Data type: Boolean
    segment_id Sys_id of the wrap-up segment.

    Data type: String

    Table: Interaction Wrap Up Segment [interaction_wrap_up_segment]
    success Flag that indicates whether the API request was successfully processed.
    Valid values:
    • true: The API request was successful.
    • false: The API request failed.

    Data type: Boolean

    cURL request

    This example retrieves details for a wrap-up segment based on a specified agent and interaction.

    curl "https://instance.service-now.com/api/now/v1/wrapup/segment/agent/123412345678567890ab90abcdefcdef/interaction/213412345678567890ab90abcdefcdef" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'

    Response body.

    {
  "success": true,
  "message": "Wrap up segment retrieved successfully.",
  "segment_id": "dgajbcef12345678defdbxef123435678",
  "segment": {
    "agent": "123412345678567890ab90abcdefcdef",
    "segment_table": "sn_openframe_phone_log",
    "segment_id": "dgajbcef12345678defdbxef123435678",
    "external": true,
    "interaction": "213412345678567890ab90abcdefcdef",
    "state": "closed",
    "wrap_up_configuration": {
      "enable_codes": true,
      "allowed_codes": [
        {
          "code": "Billing Issue",
          "description": "",
          "active": true,
          "external": true,
          "sys_id": "49c27b679f201210c89656effa0a1cd7",
          "translated_code": "Abrechnungsproblem",
          "translated_description": ""
        },
        {
          "code": "Store Issue",
          "description": "",
          "active": true,
          "external": true,
          "sys_id": "54327b679f201210c89656effa0a1cd7",
          "translated_code": " Einkaufsproblem",
          "translated_description": ""
        }
      ],
      "default_code": {
        "code": "Billing Issue",
        "description": "",
        "active": true,
        "external": true,
        "sys_id": "49c27b679f201210c89656effa0a1cd7",
        "translated_code": "Abrechnungsproblem",
        "translated_description": ""
      }
    },
    "segmented": true,
    "sys_id": "dgajbcef12345678defdbxef123435678",
    "opened_on": "2024-09-16 17:52:01",
    "submitted_on": "2024-09-16 18:51:59",
    "confirmed_on": "2024-09-16 18:52:01",
    "awaiting_confirmation": false
  }
}

    cURL request

    This example retrieves details for a wrap-up segment configured for AI recommendations.

    curl "https://instance.service-now.com/api/now/v1/wrapup/segment/agent/987698761234123456xy12ghijklmnoqrst/interaction/879065432198432109xy34mnopqrstuv" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'

    Response body.

    {
  "success": true,
  "segment": {
    "ai_wrap_up_code": "Billing Issue",
    "ai_notes": "Customer called about incorrect charge.",
    "ai_code_defined_at": "1752252703000",
    "ai_notes_defined_at": "1752252703000",
    "wrap_up_configuration": {
      "enable_ai_code": true,
      "enable_ai_notes": true,
      "use_ai_as_default": true,
      "use_third_party_ai": false
    }
  }
}

    Wrap Up - POST /now/wrapup/code

    Creates or updates wrap-up codes.

    Wrap-up codes are created in the Interaction Wrap Up Code [interaction_wrap_up_code] table.

    URL format

    Versioned URL: /api/now/{api_version}/wrapup/code

    Default URL: /api/now/wrapup/code

    Supported request parameters

    Table 19. Path parameters
    Name Description
    api_version Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest.

    Data type: String
    Table 20. Query parameters
    Name Description
    None
    Table 21. Request body parameters (XML or JSON)
    Name Description
    codes Required. Array of objects each representing a wrap-up code.

    Data type: Array

    "codes": [
   {
      "active": Boolean,
      "code": "String",
      "description": "String",
      "translations": [Array]
   }
]
    codes.active Flag that indicates whether the wrap-up code is active.
    Valid values:
    • true: The wrap-up code is active.
    • false: The wrap-up code isn't active.

    Data type: Boolean

    Default: true
    codes.code Required. Label of the wrap-up code.

    Data type: String
    codes.description Description of the wrap-up code.

    Data type: String
    codes.translations Array of objects each representing a translation of the wrap-up code.

    Data type: Array

    "translations": [
   {    
      "code": "Abrechnungsproblem",
      "description": "Ein code für Abrechnungsprobleme",
      "language": "de"
   }
]
    codes.translations.code A translation of the wrap-up code label (codes.code). Required if using the codes.translations parameter.

    Data type: String
    codes.translations.description A translation of the wrap-up code description (codes.description). Required if using the codes.translations parameter and a value was provided for codes.description.

    Data type: String
    codes.translations.language Two-letter code for the language used in the translation. Required if using the codes.translations parameter.

    Data type: String

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Table 22. Request headers
    Header Description
    Accept Data format of the response body. Supported types: application/json or application/xml.

    Default: application/json
    Content-Type Data format of the request body. Supported types: application/json or application/xml.

    Default: application/json
    Table 23. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Table 24. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    207 Successful. Some wrap-up codes created successfully. Validation errors occurred while creating others.
    400 Bad Request. A bad request type or malformed request was detected.
    401 Unauthorized. The user credentials are incorrect or have not been passed.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Name Description
    result Object containing information about the API request and the created wrap-up codes.

    Data type: Object

    "result": {
   "message": "String",
   "resultMap": {Object},
   "success": Boolean
}
    result.message Message that describes the outcome of the API request.

    Data type: String
    result.result_map Object containing an array of created wrap-up codes.

    Data type: Object

    "result_map": {
   "created_wrap_up_codes": [Array]
}
    result.result_map.created_wrap_up_codes Array of objects each representing a created wrap-up code.

    Data type: Array

    "created_wrap_up_codes": [
   {
      "active": Boolean,
      "code": "String",
      "description": "String",
      "external": Boolean,
      "sys_id": "String",
      "translated_code": "String",
      "translated_description": "String"
   }
]
    result.result_map.created_wrap_up_codes.active Flag that indicates whether the wrap-up code is active.
    Valid values:
    • true: The wrap-up code is active.
    • false: The wrap-up code isn't active.

    Data type: Boolean

    Default: true
    result.result_map.created_wrap_up_codes.code Label of the wrap-up code.

    Data type: String
    result.result_map.created_wrap_up_codes.description Description of the wrap-up code.

    Data type: String
    result.result_map.created_wrap_up_codes.external Flag that indicates whether the wrap-up code is from an external system.
    Valid values:
    • true: The wrap-up code is from an external system.
    • false: The wrap-up code is internal.

    Data type: Boolean
    result.result_map.created_wrap_up_codes.sys_id Sys_id of the wrap-up code.

    Data type: String

    Table: Interaction Wrap Up Code [interaction_wrap_up_code]
    result.result_map.created_wrap_up_codes.translated_code A translation of the wrap-up code label.

    Data type: String
    result.result_map.created_wrap_up_codes.translated_description A translation of the wrap-up code description.

    Data type: String
    result.success Flag that indicates whether the API request was successfully processed.
    Valid values:
    • true: The API request was successful.
    • false: The API request failed.

    Data type: Boolean

    cURL request

    This example creates a wrap-up code for billing issues with a translation in German.

    curl "https://instance.service-now.com/api/now/v1/wrapup/code" \
--request POST \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{
  \"codes\": [
    {
      \"code\": \"Billing Issue\",
      \"description\": \"A code for billing issues\",
      \"translations\": [
        {
          \"language\": \"de\",
          \"code\": \"Abrechnungsproblem\",
          \"description\": \"Ein code für Abrechnungsprobleme\"
        }
      ]
    }
  ]
}" \
--user 'username':'password'

    Response body.

    {
  "result": {
    "message": "All wrap up codes created successfully.",
    "result_map": {
      "created_wrap_up_codes": [
        {
          "code": "Billing Issue",
          "description": "A code for billing issues",
          "active": true,
          "external": true,
          "sys_id": "49c27b679f201210c89656effa0a1cd7",
          "translated_code": "Abrechnungsproblem",
          "translated_description": "Ein code für Abrechnungsprobleme"
        }
      ]
    },
    "success": true
  }
}

    Wrap Up - POST /now/wrapup/segment/create

    Opens a wrap-up segment for an interaction.

    Wrap-ups are created in the Interaction Wrap Up Segment [interaction_wrap_up_segment] table. Call this endpoint at the start of the wrap‑up period.

    This endpoint supports AI-generated wrap‑up codes and notes directly in the request payload, and it saves the AI configuration flags on the wrap‑up configuration. If external is set to false and AI codes or notes are enabled on the configuration, a synchronous business rule runs after the segment is created. This endpoint calls the internal CSM (NowAssist) API and automatically fills in the AI fields. No extra action is required from the caller.

    URL format

    Versioned URL: /api/now/{api_version}/wrapup/segment/create

    Default URL: /api/now/wrapup/segment/create

    Supported request parameters

    Table 25. Path parameters
    Name Description
    api_version Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest.

    Data type: String
    Table 26. Query parameters
    Name Description
    None
    Table 27. Request body parameters (XML or JSON)
    Name Description
    agent_sys_id Required. Sys_id of the agent assigned to the interaction.

    Data type: String

    Table: User [sys_user]
    ai_wrap_up_code AI-suggested wrap-up code label. Populated automatically by Now Assist if the value of use_third_party_ai is false or the field is absent from configuration.
    See also:

    Table: Interaction Wrap Up Segment [interaction_wrap_up_segment]

    Data type: String
    ai_notes AI-generated notes.

    Maximum length: 4000 characters

    Table: Interaction Wrap Up Segment [interaction_wrap_up_segment]

    Data type: String
    configuration Object containing the code and duration details for an external wrap-up. Required if external is true.

    Data type: Object

    "configuration": {  
   "allowed_codes": [Array], 
   "default_code": "String", 
   "duration": "String", 
   "enable_codes": Boolean,
   "enable_ai_code": Boolean,
   "enable_ai_notes": Boolean,
   "show_timer": Boolean,
   "use_ai_as_default": Boolean
}
    configuration.allowed_codes Array of objects each representing a wrap-up code the agent is allowed to use. Required if external and configuration.enable_codes are both true.

    Data type: Array

    "allowed_codes": [ 
   { 
      "code": "String", 
      "translation": {Object}  
   } 
]
    configuration.allowed_codes.code Label of the wrap-up code. Required if using the configuration.allowed_codes parameter.

    Data type: String
    configuration.allowed_codes.translation A translation of the wrap-up code.

    Data type: Object

    "translation": {  
   "code": "String",
   "language": "String"  
}
    configuration.allowed_codes.translation.code A translation of the wrap-up code label.

    Data type: String
    configuration.allowed_codes.translation.language Two-letter code for the language used in the translation.

    Data type: String
    configuration.default_code Label of the wrap-up code to use as the default. Required if external and configuration.enable_codes are both true.

    Data type: String

    Table: Interaction Wrap Up Code [interaction_wrap_up_code]

    Field: Code
    configuration.duration Maximum allowed wrap-up duration. Must be used with show_timer.

    Data type: String

    Unit: Seconds

    Default: Empty string (No time limit).
    configuration.enable_codes Flag that indicates whether the agent must select a wrap-up code.
    Valid values:
    • true: Agent must select a wrap-up code.
    • false: Agent isn't required to select a wrap-up code.

    Data type: Boolean

    Default: false
    configuration.enable_ai_code Flag that indicates whether AI code generation is enabled for this configuration.
    Valid values:
    • true: AI code generation is enabled for this configuration.
    • false: AI code generation is not enabled for this configuration.
    Table: Interaction Wrap Up Configuration [interaction_wrap_up_configuration]

    Data type: Boolean

    Default: false
    configuration.enable_ai_notes Flag that indicates whether AI notes generation is enabled for this configuration.
    Valid values:
    • true: AI notes generation is enabled for this configuration.
    • false: AI notes generation is not enabled for this configuration.
    Table: Interaction Wrap Up Configuration [interaction_wrap_up_configuration]

    Data type: Boolean

    Default: false
    configuration.use_ai_as_default Flag that indicates whether AI code is automatically set as the default wrap-up code for this configuration.
    Valid values:
    • true: AI code is automatically set as the default wrap-up code.
    • false: AI code is not automatically set as the default wrap-up code.
    Table: Interaction Wrap Up Configuration [interaction_wrap_up_configuration]

    Data type: Boolean

    Default: false
    configuration.show_timer Required when using the duration property. Flag that indicates whether the timer displays.
    Valid values:
    • true: Timer displays in the UI.
    • false: Timer does not display in the UI.

    Data type: Boolean

    Default: false
    external Flag that indicates whether the interaction segment is from an external system.
    Valid values:
    • true: The interaction segment is from an external system.
    • false: The interaction segment is internal.

    Data type: Boolean

    Default: false
    external_segment_id Identifier representing the interaction segment on the external system. Required if external is true.

    Data type: String
    interaction_sys_id Required. Sys_id of the interaction.

    Data type: String

    Table: Interaction [interaction]
    opened_on The start date and time of the wrap-up period according to the external system. Required if using the configuration.duration parameter.

    Data type: String
    segmented Flag that indicates whether the wrap-up is segmented.
    Valid values:
    • true: The wrap-up is segmented into multiple parts.
    • false: The wrap-up is one complete segment.

    Data type: Boolean

    Default: false
    segment_id Sys_id of the interaction segment. Required if external and segmented are both true.
    Note:
    You must implement the InteractionSegment scripted extension point to create and retrieve segment records in your chosen table or use the OpenFrame implementation to create and retrieve segment records in the Phone Log [sn_openframe_phone_log] table.

    Data type: String
    segment_table Name of the table containing the interaction segment. Required if external and segmented are both true.

    Data type: String
    wrap_up_configuration_sys_id Sys_id of the wrap-up configuration to use. Required if external is false.

    Data type: String

    Table: Interaction Wrap Up Configuration [interaction_wrap_up_configuration]

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Table 28. Request headers
    Header Description
    Accept Data format of the response body. Supported types: application/json or application/xml.

    Default: application/json
    Content-Type Data format of the request body. Supported types: application/json or application/xml.

    Default: application/json
    Table 29. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Table 30. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    400 Bad Request. A bad request type or malformed request was detected.
    401 Unauthorized. The user credentials are incorrect or have not been passed.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Name Description
    message Message that describes the outcome of the API request.

    Data type: String
    segment Object containing data about the interaction and wrap-up segment.

    Data type: Object

    "segment": {
  "agent": "String",
  "external": Boolean,
  "interaction": "String",
  "opened_on": "String",
  "segmented": Boolean,
  "segment_id": "String",
  "segment_table": "String",
  "state": "String",
  "sys_id": "String",
  "wrap_up_configuration": {Object} 
}
    segment.agent Sys_id of the agent assigned to the interaction segment.

    Data type: String

    Table: User [sys_user]
    segment.external Flag that indicates whether the interaction segment is from an external system.
    Valid values:
    • true: The interaction segment is from an external system.
    • false: The interaction segment is internal.

    Data type: Boolean

    Default: false
    segment.interaction Sys_id of the interaction.

    Data type: String

    Table: Interaction [interaction]
    segment.opened_on The start date and time of the wrap-up period according to the external system.

    Data type: String
    segment.segmented Flag that indicates whether the wrap-up is segmented.
    Valid values:
    • true: The wrap-up is segmented into multiple parts.
    • false: The wrap-up is one complete segment.

    Data type: Boolean

    Default: false
    segment.segment_id Sys_id of the interaction segment.

    Data type: String
    segment.segment_table Name of the table containing the interaction segment.

    Data type: String
    segment.state State of the interaction segment. Interaction segments that the Wrap Up API creates successfully are in the open state.

    Data type: String
    segment.sys_id Sys_id of the wrap-up segment.

    Data type: String

    Table: Interaction Wrap Up Segment [interaction_wrap_up_segment]
    segment.wrap_up_configuration Object containing details about the wrap-up configuration used for the wrap-up segment.

    Data type: Object

    "wrap_up_configuration": {  
  "allowed_codes": [Array],
  "default_code": {Object},
  "enable_ai_code": Boolean,
  "enable_ai_notes": Boolean,
  "enable_codes": Boolean,
  "use_ai_as_default": Boolean,
  "use_third_party_ai": Boolean
}
    segment.wrap_up_configuration.allowed_codes Array of objects each representing a wrap-up code the agent is allowed to use.

    Data type: Array

    "allowed_codes": [
  {
    "active": Boolean, 
    "code": "String",
    "description": "String",
    "external": Boolean,
    "sys_id": "String",
    "translated_code": "String",
    "translated_description": "String"
  }
]
    segment.wrap_up_configuration.allowed_codes.active Flag that indicates whether the wrap-up code is active.
    Valid values:
    • true: The wrap-up code is active.
    • false: The wrap-up code isn't active.

    Data type: Boolean

    Default: true
    segment.wrap_up_configuration.allowed_codes.code Label of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.allowed_codes.description Description of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.allowed_codes.external Flag that indicates whether the wrap-up code is from an external system.
    Valid values:
    • true: The wrap-up code is from an external system.
    • false: The wrap-up code is internal.

    Data type: Boolean
    segment.wrap_up_configuration.allowed_codes.sys_id Sys_id of the wrap-up code.

    Data type: String

    Table: Interaction Wrap Up Code [interaction_wrap_up_code]
    segment.wrap_up_configuration.allowed_codes.translated_code A translation of the wrap-up code label.

    Data type: String
    segment.wrap_up_configuration.allowed_codes.translated_description A translation of the wrap-up code description.

    Data type: String
    segment.wrap_up_configuration.default_code Object containing the wrap-up code to use as the default.

    Data type: Object

    "default_code": {
  "active": Boolean,
  "code": "String",
  "description": "String",
  "external": Boolean,
  "sys_id": "String",
  "translated_code": "String",
  "translated_description": "String"
}
    segment.wrap_up_configuration.default_code.active Flag that indicates whether the wrap-up code is active.
    Valid values:
    • true: The wrap-up code is active.
    • false: The wrap-up code isn't active.

    Data type: Boolean

    Default: true
    segment.wrap_up_configuration.default_code.code Label of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.default_code.description Description of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.default_code.external Flag that indicates whether the wrap-up code is from an external system.
    Valid values:
    • true: The wrap-up code is from an external system.
    • false: The wrap-up code is internal.

    Data type: Boolean
    segment.wrap_up_configuration.default_code.sys_id Sys_id of the wrap-up code.

    Data type: String

    Table: Interaction Wrap Up Code [interaction_wrap_up_code]
    segment.wrap_up_configuration.default_code.translated_code A translation of the wrap-up code label.

    Data type: String
    segment.wrap_up_configuration.default_code.translated_description A translation of the wrap-up code description.

    Data type: String
    segment.wrap_up_configuration.enable_ai_code Flag that indicates whether AI code generation is enabled for this configuration.
    Valid values:
    • true: AI code generation is enabled for this configuration.
    • false: AI code generation is not enabled for this configuration.

    Data type: Boolean
    segment.wrap_up_configuration.enable_ai_notes Flag that indicates whether AI notes generation is enabled for this configuration.
    Valid values:
    • true: AI notes generation is enabled for this configuration.
    • false: AI notes generation is not enabled for this configuration.

    Data type: Boolean
    segment.wrap_up_configuration.enable_codes Flag that indicates whether the agent must select a wrap-up code.
    Valid values:
    • true: Agent must select a wrap-up code.
    • false: Agent isn't required to select a wrap-up code.

    Data type: Boolean

    Default: false
    segment.wrap_up_configuration.use_ai_as_default Flag that indicates whether AI code is automatically set as the default wrap-up code for this configuration.
    Valid values:
    • true: AI code is automatically set as the default wrap-up code.
    • false: AI code is not automatically set as the default wrap-up code.

    Data type: Boolean
    segment.wrap_up_configuration.use_third_party_ai Flag that indicates if the AI content source is from a third-party external system.
    Valid values:
    • true: AI content source is from a third-party external system.
    • false: Now Assist is the AI content source.

    Data type: Boolean
    success Flag that indicates whether the API request was successfully processed.
    Valid values:
    • true: The API request was successful.
    • false: The API request failed.

    Data type: Boolean
    sys_id Sys_id of the wrap-up segment.

    Data type: String

    Table: Interaction Wrap Up Segment [interaction_wrap_up_segment]

    cURL request

    This example opens a wrap-up segment for an interaction.

    curl --request POST \
  --url 'https://instance.servicenow.com/api/now/wrapup/segment/create' \
  --header 'Accept: application/json' \
  --header 'Content-Type: application/json' \
  --user 'username:password' \
  --data '{
    "agent_sys_id": "123412345678567890ab90abcdefcdef",
    "interaction_sys_id": "213412345678567890ab90abcdefcdef",
    "external": true,
    "external_segment_id": "EXT-SEG-001",
    "ai_wrap_up_code": "Billing Issue",
    "ai_notes": "Customer called about an incorrect charge on their invoice.",
    "configuration": {
      "enable_codes": true,
      "enable_ai_code": true,
      "enable_ai_notes": true,
      "use_ai_as_default": true,
      "allowed_codes": [{"code": "Billing Issue"}, {"code": "Store Issue"}],
      "default_code": "Billing Issue"
    }
  }'

--user 'username':'password'

    Response body.

    {
  "success": true,
  "message": "Wrap-up segment created successfully.",
  "sys_id": "abcd1234abcd1234abcd1234abcd1234",
  "segment": {
    "agent": "123412345678567890ab90abcdefcdef",
    "external": true,
    "interaction": "213412345678567890ab90abcdefcdef",
    "state": "open",
    "sys_id": "abcd1234abcd1234abcd1234abcd1234",
    "wrap_up_configuration": {
      "enable_codes": true,
      "enable_ai_code": true,
      "enable_ai_notes": true,
      "use_ai_as_default": true,
      "allowed_codes": [...],
      "default_code": {...}
    }
  }
}

    cURL request

    This example opens a wrap-up segment configured for AI recommendations.

    curl --request POST \
  --url 'https://instance.servicenow.com/api/now/wrapup/segment/create' \
  --header 'Accept: application/json' \
  --header 'Content-Type: application/json' \
  --user 'username:password' \
  --data '{
    "agent_sys_id": "123412345678567890ab90abcdefcdef",
    "interaction_sys_id": "213412345678567890ab90abcdefcdef",
    "external": true,
    "external_segment_id": "EXT-SEG-001",
    "ai_wrap_up_code": "Billing Issue",
    "ai_notes": "Customer called about an incorrect charge on their invoice.",
    "configuration": {
      "enable_codes": true,
      "enable_ai_code": true,
      "enable_ai_notes": true,
      "use_ai_as_default": true,
      "allowed_codes": [{"code": "Billing Issue"}, {"code": "Store Issue"}],
      "default_code": "Billing Issue"
    }
  }'

    Response body.

    {
  "success": true,
  "message": "Wrap-up segment created successfully.",
  "sys_id": "abcd1234abcd1234abcd1234abcd1234",
  "segment": {
    "agent": "123412345678567890ab90abcdefcdef",
    "external": true,
    "interaction": "213412345678567890ab90abcdefcdef",
    "state": "open",
    "sys_id": "abcd1234abcd1234abcd1234abcd1234",
    "wrap_up_configuration": {
      "enable_codes": true,
      "enable_ai_code": true,
      "enable_ai_notes": true,
      "use_ai_as_default": true,
      "allowed_codes": [...],
      "default_code": {...}
    }
  }
}

    Wrap Up - PUT /now/wrapup/segment/update

    Updates and closes a wrap-up segment for an interaction.

    URL format

    Versioned URL: /api/now/{api_version}/wrapup/segment/update

    Default URL: /api/now/wrapup/segment/update

    Supported request parameters

    Table 31. Path parameters
    Name Description
    api_version Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest.

    Data type: String
    Table 32. Query parameters
    Name Description
    agent_sys_id Sys_id of the agent assigned to the interaction. Required along with interaction_sys_id if neither segment_sys_id nor external_segment_id are provided.

    Data type: String

    Table: User [sys_user]
    external_segment_id Identifier representing the interaction segment on the external system. Used to identify the wrap-up segment to update if segment_sys_id isn't provided.
    interaction_sys_id Sys_id of the interaction. Required along with agent_sys_id if neither segment_sys_id nor external_segment_id are provided.

    Data type: String

    Table: Interaction [interaction]
    segment_sys_id Sys_id of the wrap-up segment.

    Data type: String

    Table: Interaction Wrap Up Segment [interaction_wrap_up_segment]
    Table 33. Request body parameters (XML or JSON)
    Name Description
    confirmed_on The end date and time of the wrap-up period according to the external system.

    Data type: String
    notes Additional notes added to the wrap-up by the agent.

    Data type: String
    wrap_up_code Label of the wrap-up code selected by the agent. If the agent doesn't select a code, the configured default code is used.

    Data type: String

    Table: Interaction Wrap Up Code [interaction_wrap_up_code]

    Field: Code

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Table 34. Request headers
    Header Description
    Accept Data format of the response body. Supported types: application/json or application/xml.

    Default: application/json
    Content-Type Data format of the request body. Supported types: application/json or application/xml.

    Default: application/json
    Table 35. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Table 36. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    400 Bad Request. A bad request type or malformed request was detected.
    401 Unauthorized. The user credentials are incorrect or have not been passed.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Name Description
    message Message that describes the outcome of the API request.

    Data type: String
    segment Object containing data about the interaction and wrap-up segment.

    Data type: Object

    "segment": {
  "agent": "String",
  "awaiting_confirmation": Boolean,
  "code": {Object},
  "confirmed_on": "String",
  "external": Boolean,
  "interaction": "String",
  "notes": "String",
  "opened_on": "String",
  "segmented": Boolean,
  "segment_id": "String",
  "segment_table": "String",
  "state": "String",
  "submitted_on": "String",
  "sys_id": "String",
  "wrap_up_configuration": {Object} 
}
    segment.agent Sys_id of the agent assigned to the interaction.

    Data type: String

    Table: User [sys_user]
    segment.awaiting_confirmation Flag that indicates whether the wrap-up segment submitted by the agent is awaiting confirmation that it was processed by the external CCaaS system.
    Valid values:
    • true: The wrap-up segment is awaiting confirmation.
    • false: The wrap-up segment was processed by the external system.

    Data type: Boolean
    segment.code Object containing the wrap-up code selected by the agent.

    Data type: Object

    "code": {
  "active": Boolean,
  "code": "String",
  "description": "String",
  "external": Boolean,
  "sys_id": "String",
  "translated_code": "String",
  "translated_description": "String"
}
    segment.code.active Flag that indicates whether the wrap-up code is active.
    Valid values:
    • true: The wrap-up code is active.
    • false: The wrap-up code isn't active.

    Data type: Boolean

    Default: true
    segment.code.code Label of the wrap-up code.

    Data type: String
    segment.code.description Description of the wrap-up code.

    Data type: String
    segment.code.external Flag that indicates whether the wrap-up code is from an external system.
    Valid values:
    • true: The wrap-up code is from an external system.
    • false: The wrap-up code is internal.

    Data type: Boolean
    segment.code.sys_id Sys_id of the wrap-up code.

    Data type: String

    Table: Interaction Wrap Up Code [interaction_wrap_up_code]
    segment.code.translated_code A translation of the wrap-up code label.

    Data type: String
    segment.code.translated_description A translation of the wrap-up code description.

    Data type: String
    segment.confirmed_on Date and time the submitted wrap-up segment is processed in the external CCaaS system.

    Data type: String
    segment.external Flag that indicates whether the interaction segment is from an external system.
    Valid values:
    • true: The interaction segment is from an external system.
    • false: The interaction segment is internal.

    Data type: Boolean

    Default: false
    segment.interaction Sys_id of the interaction.

    Data type: String

    Table: Interaction [interaction]
    segment.notes Additional notes added to the wrap-up by the agent.

    Data type: String
    segment.opened_on The start date and time of the wrap-up period according to the external system.

    Data type: String
    segment.segmented Flag that indicates whether the wrap-up is segmented.
    Valid values:
    • true: The wrap-up is segmented into multiple parts.
    • false: The wrap-up is one complete segment.

    Data type: Boolean

    Default: false
    segment.segment_id Sys_id of the interaction segment.

    Data type: String
    segment.segment_table Name of the table containing the interaction segment.

    Data type: String
    segment.state State of the interaction segment. Interaction segments that this endpoint updates successfully are in the closed state.

    Data type: String
    segment.submitted_on Date and time the agent submitted the wrap-up segment.

    Data type: String
    segment.sys_id Sys_id of the wrap-up segment.

    Data type: String

    Table: Interaction Wrap Up Segment [interaction_wrap_up_segment]
    segment.wrap_up_configuration Object containing details about the wrap-up configuration used for the wrap-up segment.

    Data type: Object

    "wrap_up_configuration": {  
  "allowed_codes": [Array],
  "default_code": {Object},
  "enable_codes": Boolean
}
    segment.wrap_up_configuration.allowed_codes Array of objects each representing a wrap-up code the agent is allowed to use.

    Data type: Array

    "allowed_codes": [
  {
    "active": Boolean, 
    "code": "String",
    "description": "String",
    "external": Boolean,
    "sys_id": "String",
    "translated_code": "String",
    "translated_description": "String"
  }
]
    segment.wrap_up_configuration.allowed_codes.active Flag that indicates whether the wrap-up code is active.
    Valid values:
    • true: The wrap-up code is active.
    • false: The wrap-up code isn't active.

    Data type: Boolean

    Default: true
    segment.wrap_up_configuration.allowed_codes.code Label of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.allowed_codes.description Description of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.allowed_codes.external Flag that indicates whether the wrap-up code is from an external system.
    Valid values:
    • true: The wrap-up code is from an external system.
    • false: The wrap-up code is internal.

    Data type: Boolean
    segment.wrap_up_configuration.allowed_codes.sys_id Sys_id of the wrap-up code.

    Data type: String

    Table: Interaction Wrap Up Code [interaction_wrap_up_code]
    segment.wrap_up_configuration.allowed_codes.translated_code A translation of the wrap-up code label.

    Data type: String
    segment.wrap_up_configuration.allowed_codes.translated_description A translation of the wrap-up code description.

    Data type: String
    segment.wrap_up_configuration.default_code Object containing the wrap-up code to use as the default.

    Data type: Object

    "default_code": {
  "active": Boolean,
  "code": "String",
  "description": "String",
  "external": Boolean,
  "sys_id": "String",
  "translated_code": "String",
  "translated_description": "String"
}
    segment.wrap_up_configuration.default_code.active Flag that indicates whether the wrap-up code is active.
    Valid values:
    • true: The wrap-up code is active.
    • false: The wrap-up code isn't active.

    Data type: Boolean

    Default: true
    segment.wrap_up_configuration.default_code.code Label of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.default_code.description Description of the wrap-up code.

    Data type: String
    segment.wrap_up_configuration.default_code.external Flag that indicates whether the wrap-up code is from an external system.
    Valid values:
    • true: The wrap-up code is from an external system.
    • false: The wrap-up code is internal.

    Data type: Boolean
    segment.wrap_up_configuration.default_code.sys_id Sys_id of the wrap-up code.

    Data type: String

    Table: Interaction Wrap Up Code [interaction_wrap_up_code]
    segment.wrap_up_configuration.default_code.translated_code A translation of the wrap-up code label.

    Data type: String
    segment.wrap_up_configuration.default_code.translated_description A translation of the wrap-up code description.

    Data type: String
    segment.wrap_up_configuration.enable_codes Flag that indicates whether the agent must select a wrap-up code.
    Valid values:
    • true: Agent must select a wrap-up code.
    • false: Agent isn't required to select a wrap-up code.

    Data type: Boolean

    Default: false
    success Flag that indicates whether the API request was successfully processed.
    Valid values:
    • true: The API request was successful.
    • false: The API request failed.

    Data type: Boolean
    sys_id Sys_id of the wrap-up segment.

    Data type: String

    Table: Interaction Wrap Up Segment [interaction_wrap_up_segment]

    cURL request

    This example updates and closes a wrap-up segment for an interaction.

    curl "https://instance.service-now.com/api/now/v1/wrapup/segment/update?segment_sys_id=98769876543254321fed1fedcba0cba0&agent_sys_id=123412345678567890ab90abcdefcdef&interaction_sys_id=213412345678567890ab90abcdefcde" \
--request PUT \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{
  \"wrap_up_code\": \"Billing Issue\",
  \"notes\": \"Customer's credit card expired. Had to switch to another one.\",
  \"confirmed_on\": \"2024-09-16 18:52:01\"
}" \
--user 'username':'password'

    Response body.

    {
  "success": true,
  "message": "Wrap-up segment updated successfully.",
  "sys_id": "98769876543254321fed1fedcba0cba0",
  "segment": {
    "agent": "123412345678567890ab90abcdefcdef",
    "segment_table": "sn_openframe_phone_log",
    "segment_id": "dgajbcef12345678defdbxef123435678",
    "external": true,
    "interaction": "213412345678567890ab90abcdefcdef",
    "state": "closed",
    "wrap_up_configuration": {
      "enable_codes": true,
      "allowed_codes": [
        {
          "code": "Billing Issue",
          "description": "",
          "active": true,
          "external": true,
          "sys_id": "49c27b679f201210c89656effa0a1cd7",
          "translated_code": "Abrechnungsproblem",
          "translated_description": ""
        },
        {
          "code": "Store Issue",
          "description": "",
          "active": true,
          "external": true,
          "sys_id": "54327b679f201210c89656effa0a1cd7",
          "translated_code": " Einkaufsproblem",
          "translated_description": ""
        }
      ],
      "default_code": {
        "code": "Billing Issue",
        "description": "",
        "active": true,
        "external": true,
        "sys_id": "49c27b679f201210c89656effa0a1cd7",
        "translated_code": "Abrechnungsproblem",
        "translated_description": ""
      }
    },
    "code": {
      "code": "Billing Issue",
      "description": "",
      "active": true,
      "external": true,
      "sys_id": "49c27b679f201210c89656effa0a1cd7",
      "translated_code": "Abrechnungsproblem",
      "translated_description": ""
    },
    "notes": "Customer's credit card expired. Had to switch to another one.",
    "segmented": true,
    "sys_id": "dgajbcef12345678defdbxef123435678",
    "opened_on": "2024-09-16 17:52:01",
    "submitted_on": "2024-09-16 18:51:59",
    "confirmed_on": "2024-09-16 18:52:01",
    "awaiting_confirmation": false
  }
}

    Wrap Up - PUT /now/wrapup/segment/update/ai

    Updates an existing open wrap-up segment with AI-recommended wrap-up codes and notes.

    This endpoint is intended for external CCaaS systems that generate AI content independently and push it into the ServiceNow platform after segment creation. The use_third_party_ai property must be true on the wrap-up configuration.

    If the enable_ai_code or enable_ai_notes is false in the configuration, the corresponding AI fields are saved, even if they’re included in the request payload. The ai_code_defined_at and ai_notes_defined_at timestamps are automatically set at the time of storage.

    AI wrap-up recommendations

    AI wrap-up recommendations can come from two sources:

    • Internal (Now Assist): When use_third_party_ai is false, a business rule triggers automatically after segment creation to call the CSM API and populate ai_wrap_up_code and ai_notes.
    • External (third-party / CCaaS): When use_third_party_ai is true, the external system pushes AI data via the new PUT /api/now/wrapup/segment/update/ai endpoint.
    Use cases
    • Reduce agent handle time by providing wrap-up codes and notes with AI suggestions.
    • Enable CCaaS platforms to push AI-generated content into ServiceNow AI Platform after an interaction ends.
    • Give supervisors cleaner, more consistent wrap-up data for reporting and analytics.
    Endpoint call order for an AI-assisted wrap-up flow
    1. POST /api/now/wrapup/segment/create — Open a segment or pass ai_wrap_up_code / ai_notes and AI config flags.
    2. PUT /api/now/wrapup/segment/update/ai — (External AI only) Push AI recommendations onto the open segment.
    3. PUT /api/now/wrapup/segment/update — Agent finalizes and closes the segment.
    4. GET /api/now/wrapup/segment/{segment_id} — Retrieve segment including stored AI fields.

    URL format

    Versioned URL: /api/now/{api_version}/wrapup/segment/update/ai

    Default URL: /api/now/wrapup/segment/update/ai

    Supported request parameters

    Table 37. Path parameters
    Name Description
    api_version Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest.

    Data type: String
    Table 38. Query parameters
    Name Description
    None
    Table 39. Request body parameters (XML or JSON)
    Name Description
    agent_sys_id Sys_id of the agent assigned to the interaction. Required with interaction_sys_id if neither segment_sys_id nor external_segment_id are provided.

    Data type: String

    Table: User [sys_user]
    ai_wrap_up_code AI-recommended wrap-up code label. Stored only if the enable_ai_code property is true in the configuration.Wrap Up - POST /now/wrapup/segment/create

    Data type: String
    ai_notes AI-generated notes. . Stored only if enable_ai_notes is true on the configuration.Wrap Up - POST /now/wrapup/segment/create

    Max length: 4000 characters

    Data type: String
    interaction_sys_id Sys_id of the interaction. Required with agent_sys_id if neither segment_sys_id nor external_segment_id are provided.

    Data type: String

    Table: Interaction [interaction]
    segment_sys_id Sys_id of the wrap-up segment.

    Data type: String

    Table: Interaction Wrap Up Segment [interaction_wrap_up_segment]

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Table 40. Request headers
    Header Description
    Accept Data format of the response body. Supported types: application/json or application/xml.

    Default: application/json
    Content-Type Data format of the request body. Supported types: application/json or application/xml.

    Default: application/json
    Table 41. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Table 42. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    400 Bad Request. A bad request type or malformed request was detected.
    401 Unauthorized. The user credentials are incorrect or have not been passed.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Name Description
    message Message that describes the outcome of the API request.

    Data type: String
    segment Object containing data about the interaction and wrap-up segment.

    Data type: Object

    "segment": {
  "agent": "String",
  "ai_code_defined_at": "String",
  "ai_notes": "String",
  "ai_notes_defined_at": "String",
  "ai_wrap_up_code": "String",
  "interaction": "String",
  "sys_id": "String"
}
    segment.agent Sys_id of the agent assigned to the interaction.

    Data type: String

    Table: User [sys_user]
    segment.ai_code_defined_at Timestamp when AI code was stored.

    Format: Unix epoch milliseconds (e.g., "1752252703000")

    Data type: String
    segment.ai_notes AI-generated notes stored on the segment.

    Data type: String
    segment.ai_notes_defined_at Timestamp when AI notes were stored.

    Format: Unix epoch milliseconds

    Data type: String
    segment.ai_wrap_up_code AI-recommended code stored on the segment.

    Data type: String
    segment.interaction Sys_id of the interaction.

    Data type: String

    Table: Interaction [interaction]
    segment.sys_id Sys_id of the wrap-up segment.

    Data type: String

    Table: Interaction Wrap Up Segment [interaction_wrap_up_segment]
    success Flag that indicates whether the API request was successfully processed.
    Valid values:
    • true: The API request was successful.
    • false: The API request failed.

    Data type: Boolean

    cURL request

    This example updates and closes a wrap-up segment for an interaction.

    curl --request PUT \
  --url 'https://instance.servicenow.com/api/now/wrapup/segment/update/ai' \
  --header 'Accept: application/json' \
  --header 'Content-Type: application/json' \
  --user 'username:password' \
  --data '{
    "segment_sys_id": "abcd1234abcd1234abcd1234abcd1234",
    "agent_sys_id": "123412345678567890ab90abcdefcdef",
    "interaction_sys_id": "213412345678567890ab90abcdefcdef",
    "ai_wrap_up_code": "Plan Update",
    "ai_notes": "Customer requested an upgrade to the Premium plan."
  }' \
--user 'username':'password'

    Response body.

    {
  "success": true,
  "message": "AI wrap-up data updated successfully.",
  "segment": {
    "sys_id": "abcd1234abcd1234abcd1234abcd1234",
    "agent": "123412345678567890ab90abcdefcdef",
    "interaction": "213412345678567890ab90abcdefcdef",
    "ai_wrap_up_code": "Plan Update",
    "ai_notes": "Customer requested an upgrade to the Premium plan.",
    "ai_code_defined_at": "1752252703000",
    "ai_notes_defined_at": "1752252703000"
  }
}