Post-Interaction Wrap Up Forms

Created by Seb Coulthread, Modified on Tue, 23 Apr 2024 at 09:24 PM by Seb Coulthread

How to enable wrap-up forms for agents to take notes and add info about interactions

Talkative's Wrapup Forms feature is available to all Talkative users. The only pre-requisite is that you are on the new agent console.

1. Search for Wrapup Forms in settings or navigate to /talkative-wrapup-forms

2. Give the Wrapup Form a label and choose which queues you want to apply it to.

3. Create the Wrapup Form fields that you would like to use.

Note that email and name are used at various points in the application so we would recommend that if you use these, you do not modify the data label name and stick with Name and Email (as shown above).

4. Now, when agents next login or refresh the console they'll be prompted with the Wrapup Form at the end of the interaction.

If a customer has already entered in some of this information in the pre-chat form, this information will be pre-populated in the Wrapup Form, where the agent has the option to override it.

Wrapup Form information is stored in Talkative Interaction Data which can then be used for other things such as sending this data to a CRM or for viewing in the interaction logs.

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