--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # AI interaction wrap-up # AI interaction wrap-up {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of AI interaction wrap-up The AI interaction wrap-up feature in ServiceNow Customer Service Management (CSM) Configurable Workspace assists agents by automatically generating wrap-up content---including wrap-up codes and notes---during the interaction wrap-up period. This capability analyzes customer conversation text to suggest relevant wrap-up codes and notes, enabling agents to efficiently complete interaction records with accurate summaries. Show full answer Show less ## How It Works * The wrap-up period starts when either the agent or customer ends a conversation, moving the record into the Wrap Up state and displaying the Wrap up modeless dialog. * The system auto-populates the Wrap up code and Notes fields with AI-generated content, which agents can review, edit, or overwrite before submitting. * If AI-generated content is unavailable or incomplete, agents receive a notification banner prompting manual completion. * Agents' manual inputs are preserved if entered before AI generation completes. * AI-generated fields are marked with an AI sparkle icon, which disappears if the agent edits the field. Agents can hover over the icon for additional info. * Agents can append AI-generated notes after their own via the Insert AI notes button, which retrieves previously generated AI content without regenerating it. ## Key Features * **Wrap-up codes:** AI can select a recommended wrap-up code based on conversation content. If configured, the AI recommendation appears prominently in the selection menu and can be set to default if no manual selection occurs. * **Wrap-up notes:** AI generates detailed notes by evaluating the customer conversation text, which agents can modify or augment. * **Configurable AI assistance:** Administrators can enable AI generation for wrap-up codes, notes, or both on interaction wrap-up configuration records. * **System property control:** The com.glide.interaction.autogenerateaiwrapup property controls whether AI content is generated automatically (default true) or manually via a Run Now Assist button. * **Integration with Wrap Up Completion skill:** The feature leverages this skill to produce the AI-generated wrap-up content. ## Practical Benefits for ServiceNow Customers * Reduces agent effort and time spent completing interaction records by automating wrap-up content generation. * Improves consistency and accuracy of wrap-up codes and notes by basing them on conversation context. * Allows agents full control to review and modify AI suggestions, ensuring final content meets quality standards. * Supports multiple interaction record pages within CSM Configurable Workspace, including voice and centered chat. ## Configuration and Next Steps * Enable the Wrap Up Completion skill to activate AI wrap-up generation. * Configure AI interaction fields (AI code and AI notes) in the interaction wrap-up configuration record to specify which AI-generated content to enable. * If desired, enable the "Use AI code as default" option to treat AI recommendations as default wrap-up codes when no agent input is provided. * Manage the system property com.glide.interaction.autogenerateaiwrapup to switch between automatic and manual AI content generation. AI interaction wrap-up provides agents with AI assistance during the interaction wrap-up period. Use this feature to generate wrap-up content for interaction records, such as the wrap-up code and notes. The AI interaction wrap-up feature uses AI to generate wrap-up content for interaction records during the [wrap up period](https://www.servicenow.com/docs/access?context=interaction-wrap-up-state&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). This feature evaluates the text in the customer conversation to determine the wrap-up code and create the wrap-up notes. Agents can review and modify the AI-generated wrap-up content before submitting it. If there's insufficient context to determine a wrap-up code, the system uses the default wrap-up code. Note: The AI interaction wrap-up feature uses the Wrap Up Completion skill to generate the wrap-up content. For more information, see [Enable Now Assist to generate wrap up code and notes summary](https://www.servicenow.com/docs/SxTGdyOqN_GE_mv62DhgfA "Configure ServiceNow Otto in your ServiceNow instance to enable the feature to automatically analyze interaction transcripts and recommend wrap up codes and generate notes summaries. This configuration allows agents to use AI-generated suggestions during the wrap up process or manually invoke the skill."). The AI interaction wrap-up feature is available for the following interaction record pages in CSM Configurable Workspace: * [CSM interaction record page](https://www.servicenow.com/docs/vmxBXO8WjzhhaX3Oic~KXg "The CSM Interaction record page provides CSM interaction management features and functionality and enables agents to accept and respond to live chats, calls, email and SMS messages.") * [CSM voice interaction record page](https://www.servicenow.com/docs/X_JVMZXSl0X7C6qsAwF23w "The CSM voice interaction record page provides a component that customers can use for integration with Contact Center as a Service (CCaaS) providers and an interface that agents can use to handle customer phone calls.") * [CSM centered chat interaction record page](https://www.servicenow.com/docs/k4RtWeX3RpQBOAhDT_H0DA "The CSM centered chat interaction record page displays a chat component in the center of the workspace. This format enables agents to manage customer chat conversations alongside customer history and interaction details.") {#interaction-wrapup-ai-generated__ul_ywr_z34_whc} ## How it works {#interaction-wrapup-ai-generated__section_a3v_dgw_whc} The wrap-up period begins when either the agent or the customer ends a conversation on an interaction record. This moves the record to the Wrap Up state, starts the wrap-up period, and displays the Wrap up modeless dialog. Figure 1. Wrap up modeless dialog with AI interaction wrap-up enabled The system auto-populates the Wrap up code and Notes fields with AI-generated content. After the fields are populated, the modal displays a message in a banner to check the AI-generated content for accuracy. If an agent selects a wrap-up code or enters text in the Notes field before the AI generation is completed, the system preserves the agent's inputs. If content for the Wrap up code or Notes fields fail to update, the following banner message is displayed in the Wrap up modeless dialog: GenAI content unavailable. Please complete manually. ## Using AI interaction wrap-up {#interaction-wrapup-ai-generated__section_kss_zxg_phc} The AI interaction wrap-up feature is enabled by default by the com.glide.interaction.auto_generate_ai_wrap_up system property. When an agent ends a conversation, the system displays the Wrap up modeless dialog, selects a wrap-up code, and generates the wrap-up notes. If the feature is inactive, the Wrap up modeless dialog includes the Run Now Assist button that agents can use to create AI-generated notes. ## AI sparkle icon {#interaction-wrapup-ai-generated__section_m4c_sx2_yhc} The AI-generated fields display the AI sparkle icon. * The icon appears when a field includes AI-generated content. * The icon disappears if an agent edits a field. * An agent can hover over the icon to display an informational message. {#interaction-wrapup-ai-generated__ul_m5b_njw_whc} ## Wrap-up codes {#interaction-wrapup-ai-generated__section_npb_tx2_yhc} Agents assign wrap-up codes to indicate the subject or the outcome of each interaction. Agents can select these codes from the Wrap up code field on the Wrap up modeless dialog. When the content for the Wrap up code field is generated by AI, the system selects the default AI code. The Wrap up code drop-down menu includes the codes that have been configured for the communication channel. If an AI recommendation code has been configured, this code appears at the top of the menu under the AI Recommendation header. ## Wrap-up notes {#interaction-wrapup-ai-generated__section_jbb_2y2_yhc} The system evaluates the text in the customer conversation to generate the wrap-up notes. If an agent enters text in the Notes field before the AI generation is complete, the system preserves the agent's input and adds the AI-generated content below this text. If an agent edits the Notes field, the Insert AI notes button replaces the sparkle icon. Selecting Insert AI notes appends the AI-generated notes after the text entered by the agent. Note: The Insert AI Notes button retrieves the previously generated AI notes rather than regenerating them. ## Configuring AI interaction wrap-up {#interaction-wrapup-ai-generated__section_kwy_sw4_whc} 1. Enable the Wrap Up Completion skill. For more information, see [Enable Now Assist to generate wrap up code and notes summary](https://www.servicenow.com/docs/SxTGdyOqN_GE_mv62DhgfA "Configure ServiceNow Otto in your ServiceNow instance to enable the feature to automatically analyze interaction transcripts and recommend wrap up codes and generate notes summaries. This configuration allows agents to use AI-generated suggestions during the wrap up process or manually invoke the skill."). 2. Enable the AI interaction fields in the AI form section on the desired interaction wrap-up configuration record: * Enable AI code * Enable AI notes {#interaction-wrapup-ai-generated__ul_jwj_rkw_whc} This feature can be configured for AI to determine the wrap-up code, generate the wrap-up notes, or both. For more information, see [Create an interaction wrap-up configuration](https://www.servicenow.com/docs/access?context=create-interaction-wrap-up-config&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). 3. If desired, enable the Use AI code as default field. Enable this check box if you want to treat the AI recommended code as the default code if the timer expires. The system uses the AI recommended code in place of the code selected in the Default wrap up code field on the Codes tab. {#interaction-wrapup-ai-generated__ol_rls_gkw_whc} ## System property {#interaction-wrapup-ai-generated__section_yhn_4q4_whc} The com.glide.interaction.auto_generate_ai_wrap_up system property determines whether AI interaction wrap-up content is generated automatically or requires manual execution. * If set to true: The system automatically generates content for the Wrap up code and Wrap up notes fields. The default setting for this system property is true (default setting). * If set to false: The system displays the Run Now Assist button on the Wrap up modeless dialog. Agents can select this button to generate content for the Wrap up code and Wrap up notes fields. {#interaction-wrapup-ai-generated__ul_hzc_br4_whc} To locate this property, navigate to AllSystem PropertiesAll Properties and search for the property name. **Related concepts** * [Use AI to generate wrap up code and notes summary](https://www.servicenow.com/docs/nL3yw5158sad8VW7knC7tw "ServiceNow Otto automatically analyzes customer interaction transcripts to suggest wrap up codes and generate wrap up note summaries during the Interaction wrap up process. This capability reduces post call tasks while improving documentation quality and consistency.") **Related topics** * [Create an interaction wrap-up configuration](https://www.servicenow.com/docs/access?context=create-interaction-wrap-up-config&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) * [Create interaction wrap-up codes](https://www.servicenow.com/docs/access?context=config-interaction-wrapup-codes&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) * [Enable interaction wrap-up codes](https://www.servicenow.com/docs/access?context=enable-interaction-wrapup-codes&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) *[\>]: and then