Wrap-Up forms allow you to capture important information immediately after an interaction has ended. These forms prompt the agent to record key details such as outcomes, tags, reasons for contact, or any data you want to store for reporting or CRM syncing.
In this guide, you will learn how to configure Wrap-Up forms that appear for agents to complete after each interaction. Once submitted, Wrap-Up responses are added to the interaction data within your Interaction Logs and can be passed automatically into your CRM for deeper analysis, workflows, or record updates.
⚙️ How to enable Interaction Wrap-Up
- Go to Settings → General
- Click Edit Routing System
(Note: This feature is only available when using Talkative’s router.)
- Enable the Interaction Wrap-up toggle
- Choose your preferred Wrap-up status
- Set the Wrap-up timeout (in seconds)
📄 Creating a New Wrap Up Form
Step 1: Find Wrap Up Form Config
- Head to Settings on the left side menu.
- Under Feature Management you will find Wrap Up Forms.
- Hit Create Wrap Up Form in the top right.
Step 2: Name & Queue Selection
- Name your Wrap Up Form.
- Select the relevant Queues that this form will be required for using the arrow keys.
Step 3: Create Form Fields
Now we can add our fields to the form. Consider what information you want to gather and hit Add Field
- Name the field
- Choose the field type from Text or Email or Text Area
- Use the Required toggle to make the field compulsory if needed
- Repeat as necessary but do consider how much time this form will take an agent and what impact that can have on their next waiting customer
- Hit Save.
Final Result
Next time your agents login, they will be presented with the new form you created once they End an Interaction.
❓FAQ’s: Agent Wrap Up Forms
What is the Skip-Ended State feature and should I enable it?
The skip-ended state feature changes how agents complete interactions by allowing them to finish in one step instead of two.
It is only available in the new console, and it is off by default.
How it works when OFF (standard behaviour)
When skip-ended state is disabled, agents complete interactions using the usual two-stage process:
- The agent or customer ends the interaction → wrap-up begins.
- After wrap-up is finished, the agent clicks X to enter a tag → the interaction is completed.
This flow should remain in place if your team relies on agent wrap-up time.
How it works when ON (one-click completion)
When skip-ended state is enabled:
- As soon as the agent or customer ends the interaction, the agent is immediately prompted to select a tag, and the interaction is completed in one step.
There is no wrap-up stage, so agents cannot use wrap-up time.
Enable this feature only if your agents do not require wrap-up time.
How do I enable or disable skip-ended state?
If you'd like to turn this feature on or off, follow the steps below: