---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/servicenow-platform

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Interaction wrap up

# Interaction wrap up {#ariaid-title1}

Release version: Australia  
Updated November 2, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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

Interaction wrap up is a feature designed to provide agents with a brief, configurable period at the end of customer conversations to complete necessary tasks before assisting other customers.
This feature moves the interaction record from the Work In Progress state to the Wrap Up state, allowing agents to finalize work such as posting notes and updating records without immediately reducing their capacity.
Show full answer Show less  
The wrap up feature supports multiple communication channels including chat and messaging, and can leverage AI to generate wrap up content like codes and notes. It enhances agent productivity by ensuring thorough closure of interactions.

## Key Features

* **Configurable wrap up period:** Allows setting the duration of the wrap up time and whether it ends automatically or manually.
* **State management:** Interaction state transitions from Work In Progress to Wrap Up, and finally to Closed Complete when wrap up ends.
* **Countdown timer:** Displays the remaining wrap up time in the CSM Configurable Workspace for agent awareness.
* **AI interaction wrap up:** Automatically generates wrap up content to assist agents.
* **Wrap up codes:** Enables agents to select predefined codes to quickly categorize and close interactions.
* **Scheduled job:** Automatically closes interactions left in Wrap Up state to maintain system hygiene.

## Configuration and Roles

System administrators create configurations for each communication channel to enable the wrap up feature. Configuration options include selecting channels, defining conditions, enabling automatic wrap up, setting durations, and displaying the countdown timer.

Agents require the **interactionagent** role to use this feature, which is included in the **service management agent** role.

## Interaction Lifecycle and Usage

* **Wrap up start:** Begins when the agent or customer ends the conversation, moving the interaction to Wrap Up and starting the timer.
* **Manual wrap up end:** Agents can manually end wrap up by selecting "End Wrap Up" or closing the interaction tab, which moves the interaction to Closed Complete.
* **Automatic wrap up end:** If enabled, the system ends wrap up after the configured duration, setting a flag on the interaction record.

## Practical Benefits for ServiceNow Customers

This feature ensures agents have dedicated time to complete wrap up tasks, improving data accuracy and interaction quality. It streamlines agent workload management by controlling interaction states and capacity impact, while AI support and wrap up codes accelerate closure processes. Automatic scheduling maintains operational efficiency by preventing lingering open interactions.  
Interaction wrap up provides agents with a brief wrap-up period at the end of customer conversations. Agents can use this time to complete their work before moving on to assist other customers.
Interaction wrap up is a feature available for all types of interactions. When enabled, an interaction record moves from the Work In Progress state to the Wrap Up state at the end
of a customer conversation. This brief, configurable period enables agents to complete tasks such as posting work notes and updating record information before moving on to other work items.  
While in the Wrap Up state, an agent's capacity is not reduced until the state of the interaction moves to Closed Complete.  
Note:  
The interaction wrap up feature works with multiple types of communication channels. This feature supports chat and messaging interactions in the base system.

You can also use [AI interaction wrap up](https://www.servicenow.com/docs/access?context=interaction-wrapup-ai-generated&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) to generate wrap up content for an interaction, such as the wrap up code and notes.

## Interaction wrap up configuration {#interaction-wrap-up-state__section_vdc_gwr_z4b}

Users with the system administrator role can create the configuration for the desired communication channel. For more information, see [Interaction wrap up configuration](https://www.servicenow.com/docs/iMP92tRayHrrhVqBd84USw "Create a configuration for each type of interaction that uses the interaction wrap up feature."). Creating a configuration automatically enables the feature and the Wrap Up state for interactions that match the configuration
settings.  
The interaction wrap up configuration includes the following information:

* The selected communication channel.
* Additional conditions that apply to the interaction records included in the configuration.
* Whether wrap up is automatically ended by the system and, if automatically ended the duration of the wrap up period.
* Whether a countdown timer that displays the wrap up duration is shown to agents in CSM Configurable Workspace.
* AI interaction wrap up settings.
{#interaction-wrap-up-state__ul_hnp_5tr_z4b}

The interaction wrap up configuration adds the Wrap Up state to the State field on the Interaction record. For more information about the wrap up state, see [Interaction states](https://www.servicenow.com/docs/j7QNL0HXPTklzy~KSNawFw#interaction-states__section_o4v_j4r_vdb).

## Required roles {#interaction-wrap-up-state__section_zfh_5cl_clc}

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

## Wrap up start {#interaction-wrap-up-state__section_wcc_gwr_z4b}

The wrap up period begins when either the agent or the customer ends a conversation. The system then does the following:

* Moves the state of the interaction from Work In Progress to Wrap Up.
* Starts a countdown timer for the wrap up duration period.
{#interaction-wrap-up-state__ul_mvq_ymt_hpb}

## Manual wrap up end {#interaction-wrap-up-state__section_wf4_ck2_jpb}

The agent or the system can end the wrap up period manually or automatically.

Agents can end the wrap up by selecting
End Wrap Up on the Interaction record, which moves the interaction from Wrap Up to Closed Complete.

Agents can also end the wrap up period by closing the interaction record tab.  
* If the interaction is in the Wrap Up state, closing the tab ends the wrap up period and moves the interaction to Closed Complete. The system displays a message to the user about ending the wrap up period.
* If the interaction is in the Work in Progress state, closing the tab skips the wrap up period and moves the interaction to Closed Complete.
{#interaction-wrap-up-state__ul_sds_qnz_z4b}

## Automatic wrap up end {#interaction-wrap-up-state__section_rzd_3k2_jpb}

If an agent has not already ended wrap up, the system can automatically end the wrap up period after a set period of time. Automatic wrap up must be enabled in the interaction wrap up configuration.

* The system starts the wrap up duration timer when the wrap up period starts.
* When the wrap up duration timer reaches zero, the system ends wrap up and changes the state from Wrap Up to Closed Complete.
* The system sets the System wrap up field on the Interaction record to True.

{#interaction-wrap-up-state__ul_ofs_rt5_hpb}  
Note:  
Agents can manually end the wrap up period even if automatic wrap up is enabled.
* **[Interaction form](https://www.servicenow.com/docs/Eg93dGOxS1FZ6wrNwZ5qGg)**   
  The Interaction form displays information about a customer interaction.
* **[Interaction wrap up timer](https://www.servicenow.com/docs/zWT~Kb3goHRiSC0nOoC9wQ)**   
  The interaction wrap up timer displays a countdown of the wrap up duration period in CSM Configurable Workspace.
* **[Interaction wrap up scheduled job](https://www.servicenow.com/docs/3RGjZtvFwTJejHXSiRb_ng)**   
  The interaction wrap up feature includes a scheduled job to close any interactions in the Wrap Up state that were not closed either manually by an agent or automatically by the system.
* **[Create an interaction wrap-up configuration](https://www.servicenow.com/docs/iMP92tRayHrrhVqBd84USw)**   
  Create a configuration for each type of interaction that uses the interaction wrap up feature.
* **[Create interaction wrap-up codes](https://www.servicenow.com/docs/17_won~CRqE~dT2CtdEUpQ)**   
  Wrap-up codes enable agents to quickly wrap up and close interactions. Agents can select wrap-up codes from the interaction wrap-up modeless dialog.
* **[Enable interaction wrap-up codes](https://www.servicenow.com/docs/M6E5Gt1iaTiYHoe8~GpG4w)**   
  Enable interaction wrap-up codes and select the wrap-up codes that are available to agents in the interaction wrap-up modeless dialog.