AI interaction wrap-up

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read
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    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 provides agents with AI assistance during the wrap-up period of customer interactions. It generates wrap-up content, including wrap-up codes and notes, based on the conversation text. Agents have the ability to review and modify the AI-generated content before submission, enhancing accuracy and efficiency in recording interaction outcomes.

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    Key Features

    • Automatic Content Generation: The system automatically populates the Wrap-Up Code and Notes fields in the Wrap-Up modeless dialog with AI-generated content following the end of a conversation.
    • Manual Override: Agents can select their own wrap-up code or enter notes, which the system preserves even if AI generation is still in process.
    • AI Sparkle Icon: Indicates fields with AI-generated content, providing a visual cue for agents. The icon disappears when the field is edited.
    • Configuration Options: Admins can enable or disable the feature, and select whether AI-generated codes should be treated as defaults.

    Key Outcomes

    With the AI Interaction Wrap-Up feature, agents can expect enhanced productivity by reducing the time spent on manual entry of wrap-up details. The accurate and context-aware generation of wrap-up codes and notes supports better interaction documentation and improved service quality. Additionally, agents can customize the generated content to ensure it meets their specific needs and the requirements of their communication channels.

    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. 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.
    The AI interaction wrap-up feature is available for the following interaction record pages in CSM Configurable Workspace:

    How it works

    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
    Wrap up modeless dialog with AI interaction wrap-up enabled includes auto populated fields and a message to check these fields for accuracy.

    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

    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

    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.

    Wrap-up codes

    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

    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

    1. Enable the Wrap Up Completion skill. For more information, see Enable Now Assist to generate wrap up code and notes summary.
    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

      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.

    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.

    System property

    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.

    To locate this property, navigate to All > System Properties > All Properties and search for the property name.