---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure wrap-up codes for email interactions

# Configure wrap-up codes for email interactions {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure internal wrap-up codes that agents use to categorize email interactions when closing them. Wrap-up codes work with both AWA-routed and CCaaS-routed email interactions.

## Before you begin

Default wrap-up codes are read-only. The system uses ACLs to restrict list-edit operations and data policies to restrict edits in form view. You can't configure multiple default wrap-up codes for different use cases. For more
information on wrap-up codes, see [Wrap-up codes for email interactions](https://www.servicenow.com/docs/PAalbY2eC3TJWtdmOWmbcQ "Default wrap-up codes and configuration settings available for email interactions in Customer Service Management.").

Role required: admin

## Procedure

1. Navigate to AllInteractionWrap Up Codes.
2. Select New.
3. Enter the required details.
4. Select the Active check box.
5. Select Submit.
{#configure-wrap-up-codes-email-interactions-eaai__steps_czg_pms_33c}

## Result

The wrap-up code is created. To make it available to agents, associate it with the email interaction wrap-up configuration. See [Associate wrap-up codes with email interactions](https://www.servicenow.com/docs/rM2qy4pHraiKeoXhLLpcgQ "Associate wrap-up codes with the email interaction wrap-up configuration so that agents can select them when closing an interaction.").

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