> 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, or Attachment.
4. For Dropdown, add options.
5. Choose behavior: **Show in table view** and/or **Required field**.
6. Click **Create field**. Drag to reorder.

## 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)