Create an interaction wrap-up configuration
Create a configuration for each type of interaction that uses the interaction wrap up feature.
Before you begin
Role required: admin
About this task
Creating a configuration automatically enables the interaction wrap up feature and adds the Wrap Up state for interactions that match the configuration settings.
Wrap up configuration records include the following form sections:
- Duration: Contains fields for configuring the wrap up duration and timer.
- Codes: Contains fields for configuring wrap up codes that the agent can select, including a default code.
- AI: Contains fields for enabling and configuring AI interaction wrap up.
Wrap up configuration records are stored in the Interaction Wrap Up Configuration (interaction_wrap_up_configuration) table.
Procedure
-
Navigate to All > Interactions > Wrap Up Configuration.
-
Select New.
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Fill in the fields on the Interaction Wrap Up Configuration form.
|
Field |
Description |
|---|---|
|
Name |
The name of the interaction wrap up configuration. |
|
Table |
Read only. The table that stores the interaction records to which this configuration applies. |
|
Application |
The application that contains this record. The default is CSM and FSM Configurable Workspace Foundation. |
|
Active |
Indicates whether the configuration is active. The default value is true. |
|
Order |
The order of the configuration, which is used in evaluation processing of wrap up configuration records. If there are multiple records, the lower order number takes precedence over higher numbers. The default value is 100. |
|
Conditions |
Use the condition builder to select the conditions that apply to the interaction records included in this configuration.For example, create a condition for chat interactions: [Type] [is] [Chat]. |
|
Enforce wrap up duration |
Enables the system to automatically end the wrap up period. The default value is false. If enabled, the system automatically ends the wrap up period at the end of the wrap up duration (set in the Duration in seconds field) and moves the state of the interaction record from Wrap Up to Closed Complete. |
|
Duration in seconds |
The duration of the wrap up period. - The default value is 60 seconds.
|
|
Show duration to agent |
Enables a duration countdown timer for the agent. The default value is false. The system displays this field when you enable the Enforce wrap up duration field. The interaction wrap up timer display is available in CRM Workspace. |
|
Enable wrap up codes |
Enables wrap up codes in CRM Workspace. When wrapping up an interaction, agents can select from the configured wrap up codes. |
|
Allowed wrap up codes |
The list of wrap up codes that agents can select from when wrapping up an interaction. |
|
Default wrap up code |
The default wrap up code that is used if an agent does not select a code before the wrap up duration ends. |
|
Enable AI code |
Enables AI wrap up codes in CRM Workspace. When wrapping up an interaction, the system uses AI to recommend a wrap up code. In the Wrap up modeless dialog, this code appears at the top of the Wrap up code dropdown list under the AI Recommendation heading. |
|
Enable AI notes |
Enables AI notes in CRM Workspace. When wrapping up an interaction, the system uses AI to generate the wrap up notes and add that content to the Wrap up notes field in the Wrap up modeless dialog. |
|
Use third party AI |
Enables the system to use a third-party AI tool. |
|
Use AI code as default |
Enable this check box to use the AI-recommended code as the default code in place of the code selected in the Default wrap up code field. |
Parent Topic:Interaction wrap up
--- title: Create an interaction wrap-up configuration description: Create a configuration for each type of interaction that uses the interaction wrap up feature. locale: en-US canonical_url: https://www.servicenow.com/docs/r/servicenow-platform/interaction-management/create-interaction-wrap-up-config.html release: brazil product: Interaction Management classification: interaction-management topic_type: task last_updated: "2026-09-10" reading_time_minutes: 3 breadcrumb: [Interaction wrap up, Configuring Interaction Management, Interaction Management, Manage people and work capabilities, Extend ServiceNow AI Platform capabilities] --- # Create an interaction wrap-up configuration Create a configuration for each type of interaction that uses the interaction wrap up feature. ## Before you begin Role required: admin ## About this task Creating a configuration automatically enables the interaction wrap up feature and adds the Wrap Up state for interactions that match the configuration settings. Wrap up configuration records include the following form sections: - **Duration**: Contains fields for configuring the wrap up duration and timer. - **Codes**: Contains fields for configuring wrap up codes that the agent can select, including a default code. - **AI**: Contains fields for enabling and configuring AI interaction wrap up. Wrap up configuration records are stored in the Interaction Wrap Up Configuration \(interaction\_wrap\_up\_configuration\) table. ## Procedure 1. Navigate to **All** > **Interactions** > **Wrap Up Configuration**. 2. Select **New**. 3. Fill in the fields on the Interaction Wrap Up Configuration form. <table id="table_e4r_dtz_z4b"><thead><tr><th> Field </th><th> Description </th></tr></thead><tbody><tr><td> Name </td><td> The name of the interaction wrap up configuration. </td></tr><tr><td> Table </td><td> Read only. The table that stores the interaction records to which this configuration applies. </td></tr><tr><td> Application </td><td> The application that contains this record. The default is CSM and FSM Configurable Workspace Foundation. </td></tr><tr><td> Active </td><td> Indicates whether the configuration is active. The default value is true. </td></tr><tr><td> Order </td><td> The order of the configuration, which is used in evaluation processing of wrap up configuration records. If there are multiple records, the lower order number takes precedence over higher numbers. The default value is 100. </td></tr><tr><td> Conditions </td><td> Use the condition builder to select the conditions that apply to the interaction records included in this configuration.For example, create a condition for chat interactions: **\[Type\]** \[is\] **\[Chat\]**. </td></tr><tr><td> Enforce wrap up duration </td><td> Enables the system to automatically end the wrap up period. The default value is false. If enabled, the system automatically ends the wrap up period at the end of the wrap up duration \(set in the **Duration in seconds** field\) and moves the state of the interaction record from Wrap Up to Closed Complete. </td></tr><tr><td> Duration in seconds </td><td> The duration of the wrap up period. - The default value is 60 seconds. - The value must be greater than 0. The system displays this field when you enable the **Enforce wrap up duration** field. </td></tr><tr><td> Show duration to agent </td><td> Enables a duration countdown timer for the agent. The default value is false. The system displays this field when you enable the **Enforce wrap up duration** field. The interaction wrap up timer display is available in CRM Workspace. </td></tr><tr><td> Enable wrap up codes </td><td> Enables wrap up codes in CRM Workspace. When wrapping up an interaction, agents can select from the configured wrap up codes. </td></tr><tr><td> Allowed wrap up codes </td><td> The list of wrap up codes that agents can select from when wrapping up an interaction. </td></tr><tr><td> Default wrap up code </td><td> The default wrap up code that is used if an agent does not select a code before the wrap up duration ends. </td></tr><tr><td> Enable AI code </td><td> Enables AI wrap up codes in CRM Workspace. When wrapping up an interaction, the system uses AI to recommend a wrap up code. In the Wrap up modeless dialog, this code appears at the top of the **Wrap up code** dropdown list under the AI Recommendation heading. </td></tr><tr><td> Enable AI notes </td><td> Enables AI notes in CRM Workspace. When wrapping up an interaction, the system uses AI to generate the wrap up notes and add that content to the **Wrap up notes** field in the Wrap up modeless dialog. </td></tr><tr><td> Use third party AI </td><td> Enables the system to use a third-party AI tool. </td></tr><tr><td> Use AI code as default </td><td> Enable this check box to use the AI-recommended code as the default code in place of the code selected in the **Default wrap up code** field. </td></tr></tbody> </table>4. Select **Submit**. **Parent Topic:**[Interaction wrap up](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/interaction-management/interaction-wrap-up-state.md)
| title | Create an interaction wrap-up configuration |
| description | Create a configuration for each type of interaction that uses the interaction wrap up feature. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/servicenow-platform/interaction-management/create-interaction-wrap-up-config.html |
| release | brazil |
| product | Interaction Management |
| classification | interaction-management |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | Interaction wrap upConfiguring Interaction ManagementInteraction ManagementManage people and work capabilitiesExtend ServiceNow AI Platform capabilities |