Ctrlk
For the complete documentation index, see llms.txt. This page is also available as Markdown.

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.

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.

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.

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.

Related pages