---
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


---

# Interaction wrap up with modeless dialog

# Interaction wrap up with modeless dialog {#ariaid-title1}

Release version: Australia  
Updated November 2, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 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 Interaction wrap up with modeless dialog

Interaction wrap up provides agents with dedicated time after each customer call or chat to finalize interaction details before moving on to new tasks.
When enabled, interactions move from the Work In Progress state to the Wrap Up state, allowing agents to complete wrap-up activities such as adding notes and selecting resolution codes.
During this wrap-up period, the agent's capacity is not reduced until the interaction state changes to Closed Complete.
Show full answer Show less  

## Key Features

* **Wrap-up Codes:** Agents choose from configured codes to indicate how an interaction was resolved. Administrators create and manage these codes and can set defaults.
* **Wrap-up Notes:** Agents can add detailed notes about the interaction resolution during wrap-up.
* **Wrap-up Timer:** Displays a countdown of the wrap-up period, with configurable duration and color-coded time remaining indicators. The timer can appear either in a modeless dialog or in the interaction record header.
* **Wrap-up Modeless Dialog:** Appears when wrap-up codes are enabled, showing the timer, code selection, and notes fields. Agents submit wrap-up data here or the system auto-submits default data when time expires.
* **Wrap-up Segments:** Stores wrap-up data to enable multiple wrap-ups per interaction, such as when interactions are transferred between agents.
* **My Wrap Ups List:** Allows agents and administrators to view all wrap-up records associated with the user, including states and details.
* **Wrap-up Controllers:** There are legacy and updated controllers that manage wrap-up functionality and timer display, configurable via UI Builder properties.

## Practical Use and Configuration

Administrators configure wrap-up duration, enable wrap-up codes, define available codes, and set default codes through the Interaction Wrap Up Configuration record. The wrap-up timer's visibility and location are also configurable. Agents with the **interactionagent** role (included in the service management agent role) access wrap-up features in the CSM Configurable Workspace interaction record pages.

During wrap-up, certain agent actions such as initiating outbound calls, changing status, or logging out can end the wrap-up period prematurely, with automatic data submission. Transfers start new wrap-up periods for receiving agents. Cancelled calls do not trigger wrap-up.

## Benefits for ServiceNow Customers

* Ensures agents have focused time to complete thorough documentation and resolution details after each customer interaction, improving data accuracy.
* Helps managers track wrap-up time usage and agent productivity through reporting and analytics.
* Supports multiple wrap-ups per interaction, accommodating transfers and collaborative resolution processes.
* Provides a configurable, user-friendly interface with real-time timers and easy code selection to streamline agent workflows.  
Interaction wrap up provides agents with dedicated time after each call or chat to finalize interaction details.
When interaction wrap up is enabled, an interaction record moves from the Work In Progress state to the Wrap Up state at the end of a customer conversation. This configurable
period of time enables agents to complete tasks such as posting work notes and updating record information before moving on to assist other customers.

While in the Wrap Up state, an agent's capacity is not reduced until the state of the interaction moves to Closed Complete.

## Interaction wrap-up features {#interaction-wrapup-modeless-dialog__section_tqz_5ql_rdc}

Interaction wrap up includes several configurable features:

* [Wrap-up codes](https://www.servicenow.com/docs/ExpP5ezhj841GURwP4G4sg#interaction-wrapup-modeless-dialog__section_z1t_m4m_rdc): Agents can select from a list of codes that provide information about how the interaction was resolved.
* [Wrap-up notes](https://www.servicenow.com/docs/ExpP5ezhj841GURwP4G4sg#interaction-wrapup-modeless-dialog__section_iyj_j33_zdc): Agents can provide additional information about the interaction resolution.
* [Wrap-up timer](https://www.servicenow.com/docs/ExpP5ezhj841GURwP4G4sg#interaction-wrapup-modeless-dialog__section_ycd_24m_rdc): Displays the duration of the wrap-up period. When the end of the duration is reached, the system automatically ends the wrap-up period and saves the wrap-up data with the default code and notes field blank.
* [Wrap-up modeless dialog](https://www.servicenow.com/docs/ExpP5ezhj841GURwP4G4sg#interaction-wrapup-modeless-dialog__section_jfj_14m_rdc): Displays when the agent ends an interaction. Includes the wrap-up timer and fields for the wrap-up code and notes.
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Interaction wrap up also includes [wrap-up segments](https://www.servicenow.com/docs/ExpP5ezhj841GURwP4G4sg#interaction-wrapup-modeless-dialog__section_p2w_wj3_zdc), which store interaction wrap-up data. Wrap up segments enable multiple wrap ups per interaction. For example, when one agent
transfers an interaction to another agent and each agent completes a wrap up for the same record.

## Interaction wrap-up benefits {#interaction-wrapup-modeless-dialog__section_p1c_dxn_zdc}

Interaction wrap up provides agents with dedicated time to complete their work on an interaction. If enabled, a wrap-up timer displays the remaining time in the wrap-up period. Agents can complete and submit the wrap-up data
within the wrap-up period or allow the system to automatically complete the wrap-up period when the time expires.

Managers can configure the length of the wrap-up period for their agents. Managers can also access reports on wrap-up time usage and effectiveness and use analytics to track data accuracy and agent productivity
improvements.

Admins can set and manage wrap-up time limits for voice and chat interactions and create wrap-up codes. Agents can select from a list of available codes during wrap-up.

## Required roles {#interaction-wrapup-modeless-dialog__section_zfh_5cl_clc}

To use the interaction wrap up feature, agents need the interaction agent (interaction_agent) role. The service management agent (sn_esm_agent) role contains this role.

## Wrap-up codes {#interaction-wrapup-modeless-dialog__section_z1t_m4m_rdc}

Wrap-up codes provide information about how an interaction was resolved. Agents can select a wrap-up code when wrapping up an interaction in CSM Configurable Workspace. When wrap-up codes are enabled, agents can select a code from the configured list in the wrap-up modeless dialog.  
System administrators can create wrap-up codes. From the Interaction Wrap Up Configuration record, system administrators can also do the following:

* Enable wrap-up codes.
* Select the wrap-up codes that are available to agents in the wrap-up modeless dialog.
* Select a default wrap-up code.
{#interaction-wrapup-modeless-dialog__ul_rl4_cpp_zdc}  
For more information, see the following 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)
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## Wrap-up timer {#interaction-wrapup-modeless-dialog__section_ycd_24m_rdc}

The interaction wrap up timer displays a countdown of the wrap-up period. The wrap-up timer starts when the wrap-up period begins.

Agents can complete their work within the wrap-up period and submit the wrap-up data. If agents don't complete their work, the system automatically ends the wrap-up period and saves the wrap-up data with the default code and
notes field blank.  
Depending on the settings in the Interaction Wrap Up Configuration record, the wrap-up timer appears on an interaction record in one of two locations:

* In the wrap-up modeless dialog: The timer is displayed in the modeless dialog if wrap-up codes are enabled.
* In the interaction record header secondary values. The timer is displayed in the secondary values if wrap-up codes aren't enabled.
{#interaction-wrapup-modeless-dialog__ul_n24_24m_rdc}

The system administrator can configure the display of the wrap-up timer by enabling the Show duration to agent field on the Interaction Wrap Up Configuration record.

The timer counts down the amount of time specified in the Duration in seconds field. The background color of the wrap-up timer changes as it counts down the duration.  
{#interaction-wrapup-modeless-dialog__table_rr3_2z5_hpb__entry__2}

| Background color | Description |
|-|-|
| Green | Time remaining is between 100% to 50% of duration. |
| Yellow | Time remaining is between 50% and 25% of duration. |
| Orange | Time remaining is between 25% and 0% of duration. |
| Red | When the timer reaches 0.00, the display turns red and then disappears. The system updates the state of the interaction record to Closed Complete. |
[ ]

{#interaction-wrapup-modeless-dialog__table_rr3_2z5_hpb}

## Wrap-up notes {#interaction-wrapup-modeless-dialog__section_iyj_j33_zdc}

Agents can provide additional information about the interaction resolution in the wrap-up notes. After selecting a code in the wrap-up modeless dialog, agents can add this information in the Notes
field.

## Wrap-up modeless dialog {#interaction-wrapup-modeless-dialog__section_jfj_14m_rdc}

When wrap-up codes are enabled in the Interaction Wrap Up Configuration record, the system displays the wrap-up modeless dialog during the wrap-up period.  
The wrap-up modeless dialog includes the following fields:

* Wrap up timer (when configured)
* Wrap up code
* Notes
{#interaction-wrapup-modeless-dialog__ul_aqv_b4m_rdc}

The agent can select a code and add wrap-up notes and then select Submit \& close to complete the interaction. The wrap-up data is saved in a segment record and the state of the interaction changes
to Closed Complete.

If the wrap-up time expires before the agent selects Submit \& close, the system closes the modeless dialog and saves the wrap-up data with the default code and no notes.  
Agent actions that impact the wrap-up modeless dialog:{#interaction-wrapup-modeless-dialog__table_orw_b5l_rdc__entry__2}

| Action | Result |
|-|-|
| Initiating an outbound conversation during the wrap-up period | The system ends the countdown and closes the modeless dialog. |
| Changing the agent status during the wrap-up period | The system ends the countdown and closes the modeless dialog. |
| Logging out during the wrap-up period | If an agent logs out during the wrap-up period without selecting Submit \& close, the wrap-up time continues. If the agent does not log back in, the system closes the wrap-up. |
| Closing the interaction while in wrap-up mode | The system displays a warning message. If the agent still wants to close the interaction, the system submits the wrap-up using the default wrap-up code. |
| Transferring a call to another agent | Each agent's wrap-up period begins the moment they exit the call. This behavior applies to both warm and cold transfers. |
| Canceling an inbound or outbound call | When a caller cancels an inbound call that hasn't been connected to an agent or an agent cancels an outbound call, wrap-up is not initiated. |
[ ]

{#interaction-wrapup-modeless-dialog__table_orw_b5l_rdc}

## Wrap-up segments {#interaction-wrapup-modeless-dialog__section_p2w_wj3_zdc}

The system stores interaction wrap-up data in wrap-up segments. Storing the data in segments enables multiple wrap-ups per interaction. For example, when one agent transfers an interaction to another agent, each agent can
complete a wrap-up for the same interaction record.

Interaction wrap-up segment records are stored in the Interaction Wrap Up Segment table \[interaction_wrap_up_segment\]. Customer and consumer agents have read access to this table.

## My Wrap Ups list {#interaction-wrapup-modeless-dialog__section_s2d_zlm_rdc}

The My Wrap Ups list displays all wrap-up records for the current user. To access this list in the Lists tab, navigate to InteractionsMy Wrap Ups. This list view includes a link to the interaction record, the wrap-up state (In progress or Complete), and the wrap-up code and notes.

The following roles have access to the My Wrap Ups list:

* Customer service agent (sn_customerservice_agent)
* Consumer service agent (sn_customerservice.consumer_agent)
* System administrator (admin)
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## Wrap-up controller {#interaction-wrapup-modeless-dialog__section_hbg_pmm_rdc}

There are two different controllers for interaction wrap up:

* Interaction UI controller: Original controller; includes legacy wrap-up functionality.
* Wrap-up controller: Controller that includes wrap-up codes and the wrap-up modeless dialog.
{#interaction-wrapup-modeless-dialog__ul_r1g_qmm_rdc}

The Wrap up controller includes output properties that determine where the wrap-up timer is displayed: in the modeless dialog or in the interaction header secondary values. The Wrap up controller also controls how the timer
is updated.  
The CSM Interaction record page and the CSM voice interaction record page include an input property that determines the wrap-up functionality: disableLegacyWrapUpLogic.

* If set to false: the wrap-up functionality remains the same. For upgrade customers, this helps avoid conflicts with the current or custom wrap-up functionality. The default value of this property is false.
* If set to true: the interaction record page uses the updated wrap-up functionality.
{#interaction-wrapup-modeless-dialog__ul_is5_4nc_12c}  
To edit this property:

1. In UI Builder, select the CSM Configurable Workspace or CSM/FSM Configurable Workspace experience.
2. Select the CSM Interaction record page.
3. In the Data and scripts section select CSM Interaction Record to open the Edit CSM Interaction Record modal.
4. In the Configure tab of the modal, enable or disable the disableLegacyWrapUpLogic property.
{#interaction-wrapup-modeless-dialog__ol_exv_m4c_12c}

## Interaction record pages {#interaction-wrapup-modeless-dialog__section_w3y_54m_rdc}

The wrap-up controller, wrap-up codes, and wrap-up modeless dialog are available on the following record pages in CSM Configurable Workspace:

* CSM Interaction record page
* CSM Voice interaction record page
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