> For the complete documentation index, see [llms.txt](https://docs.klink.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.klink.cloud/settings/dispositions-and-wrap-up.md).

# Dispositions and wrap-up

How tags, categories, dispositions, and the wrap-up form help you classify and close cases.

## What it is

When an agent closes a conversation, they fill in a **wrap-up form**. The built-in **Disposition** field records the outcome (for example "Resolved" or "Refund requested"). You can also use **Tags**, **Categories**, and custom **Case Log** fields so closed cases carry consistent labels in the [CX Log](/getting-started/glossary.md#cx-log).

{% hint style="warning" %}
The product user manual gives disposition examples such as "Resolved" and "Refund requested". It does not publish a full default disposition list. Your workspace configures what agents see under **Settings, then Case Log**.
{% endhint %}

## Tags

Go to **Settings, then Tags**. There are three kinds:

* **General**: for tickets and conversations
* **Contact Labels**: for contacts
* **CDR Tags**: for calls

## Categories

Go to **Settings, then Categories**. Set your 3-level names first, then build the tree.

## Dispositions and the wrap-up form

Go to **Settings, then Case Log**. This is where you configure what agents fill in when closing a case. **Disposition** is built-in.

## Case Log custom fields

Extra fields on the wrap-up form (and on tickets, contacts, or companies) are created as custom fields.

1. Go to **Settings, then Ticket / Contact / Company / Case Log**.
2. Click **New custom field**.
3. Enter a name and a **type**: Text, Textarea, Date, Dropdown, Link, Date & Time, Attachment, or User.
4. For Dropdown, add options.
5. Choose behavior: **Show in table view** and/or **Required field**.
6. Click **Create field**. Drag to reorder.

### Field options

* **User fields:** agents search and pick a teammate (for example the owner of a follow-up). The case, the conversation timeline, and the conversation list show the person's name.
* **Attachment fields:** agents can upload images, PDFs, spreadsheets, and common office documents, then download or remove them later.
* **Hide a dropdown option:** in the field settings, hide an option so agents no longer see it. Records that already use it keep their value. At least one option always stays visible.
* **Log changes to transcript:** turn this on for a field to add a line to the conversation timeline every time its value changes, including changes made by workflows. It works for custom fields and for the default fields Note, Disposition, Type, Tags, and Category. Changes are also included in the saved transcript, the CX Log export, and the Public API.

{% hint style="info" %}
Agents can filter the Inbox by case log field values and save those filters in a Custom View. See [Inbox, Custom Views, and an agent day](/how-to-use/chat/inbox-custom-views-and-an-agent-day.md).
{% endhint %}

## Closing a conversation (agent wrap-up)

1. Open the conversation and click the green **Close** button.
2. In the wrap-up form, choose a **Disposition** and fill in required fields.
3. Submit. The case moves to closed and is recorded in the CX Log.

{% hint style="info" %}
Your team can also build a custom (manual) workflow that fills the case log, tags the case, sets a disposition, and closes it in one run from the **Run workflow** (⚡) button. That setup lives under Workflows in the product.
{% endhint %}

## Related pages

* [Glossary](/getting-started/glossary.md)
* [Inbox, Custom Views, and an agent day](/how-to-use/chat/inbox-custom-views-and-an-agent-day.md)
* [Business hours and SLA](/settings/business-hours-and-sla.md)