Wrap-Up & Disposition

When you finish handling a conversation, you need to wrap it up by selecting a disposition code and optionally adding notes. This categorizes the outcome of the interaction for reporting, quality tracking, and workflow automation.

Ending a Conversation

To end an active conversation:

1. Click the End button in the chat header or toolbar.
2. The conversation moves to wrap-up status.
3. The Disposition Modal opens automatically.

INFO

When a conversation enters wrap-up status, a 2-minute timer starts. If you do not submit a disposition within this window, the system automatically completes the conversation with an auto_completed disposition code. You can adjust the wrap-up time in Settings > Chat & Messaging > Wrap-Up Time.

The Disposition Modal

The Disposition Modal is titled "Complete Conversation" and contains two fields plus action buttons.

Disposition Code

A dropdown selector with disposition codes grouped by category. Codes are loaded from your tenant's configured disposition list and organized into <optgroup> sections.

Example categories and codes:

Category	Example Codes
Resolution	Resolved - First Contact, Resolved - Follow-up, Resolved - Escalation, Resolved - Self-Service
Escalation	Escalated - Tier 2, Escalated - Manager, Escalated - External, Transferred - Other Dept
No Resolution	Abandoned, Customer Disconnected, Duplicate, Spam/Fraud
Follow-up	Callback Scheduled, Pending Info, Awaiting Response, Ticket Created

Select a code from the dropdown to categorize the conversation outcome. You must select a code before you can submit -- the Complete button is disabled until a code is chosen.

TIP

Disposition codes are configured by your administrator in Settings > Dispositions. If you do not see an appropriate code for your conversation, contact your supervisor or admin to have one added.

Notes

A text area for adding free-form notes about the conversation. The notes field has different behavior depending on the selected disposition code:

• Optional notes -- Most disposition codes allow notes but do not require them. You can leave this field blank.
• Required notes -- Some codes are configured with requires_notes: true. When you select one of these codes, a red Required badge appears next to the Notes label. You must enter text before the form will submit.

imageWrap-up disposition form modal titled Complete Conversation, showing grouped disposition code dropdown selector with categories like Resolution, Escalation, and No Resolution, notes text area with Required badge, and Complete and Cancel buttons

Wrap-up disposition form

Validation

The modal validates your input before submission:

Condition	Error Message
No disposition code selected	"Please select a disposition code."
Code requires notes but notes field is empty	"Notes are required for this disposition code."

Validation errors appear in red text below the notes field.

Submitting the Disposition

1. Select a disposition code from the grouped dropdown.
2. Add notes if required or desired.
3. Click the Complete button.

When you click Complete:

• The disposition code and notes are sent to the server via WebSocket.
• A system message ("You ended this interaction.") is injected into the conversation transcript.
• The work item is removed from your active and wrap-up lists.
• The next available work item is automatically selected (if any remain).

The Cancel button closes the modal without completing the work item. The conversation remains in wrap-up status and the timer continues counting down.

Automatic Completion

There are two scenarios where the system completes a conversation without the agent explicitly submitting a disposition:

Scenario	Disposition Code	Notes
Wrap-up timeout	auto_completed	The 2-minute wrap-up timer expired without agent action
Customer disconnected	customer_disconnected	The customer ended the conversation before the agent

In both cases, the system skips the disposition modal and completes the work item directly. These auto-dispositions are flagged in reports so supervisors can review them.

WARNING

Auto-completed conversations may indicate that agents need more wrap-up time or that the wrap-up timeout is too short. Supervisors can adjust the default wrap-up time in Settings > Chat & Messaging > Wrap-Up Time or per-agent in agent settings.

Wrap-Up in the Inbox

While a conversation is in wrap-up status, it remains visible in the Inbox with a blue Wrap-up status badge. You can use the Wrap-up filter tab to see only items in this state. The disposition modal can be re-opened by selecting the wrap-up item and clicking the complete action.

Next Steps

• Inbox Overview -- Return to the full Inbox documentation
• Work Items -- Learn about the different work item types
• Settings -- Configure wrap-up time and other chat preferences