---
sourceDocument: Australia API Reference
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/api-reference
Release :
- australia
ft:locale :
- en-US
ft:publication_title :
- Australia API Reference
ft:clusterId :
- crapiref
bundleId :
- crapiref
workflow :
- Creator
---
# Wrap Up API
# Wrap Up API {#ariaid-title1}
Release version: Australia
Updated March 12, 2026
 41 minutes to read
Provides endpoints for managing wrap-up functionality for external Contact Center as a Service (CCaaS) systems or ServiceNow AI Platform workspaces.
This API requires the Interactions Management (com.glide.interaction.awa) plugin. To call this API, you must have the interaction_integration_user role.
When agents close an interaction, the wrap-up feature enables them to enter closing details and wrap-up codes for future reference. For more information about wrap-up functionality, see [Wrap up overview](https://www.servicenow.com/docs/access?context=wrap-up-overview&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).
To use this API for segmented wrap-up of interactions from external systems, you must implement the InteractionSegment scripted extension point to create and retrieve segment records in your chosen table. If you're
using [OpenFrame](https://www.servicenow.com/docs/access?context=c_OpenFrameOverview&version=australia&pubname=australia-customer-service-management&ft:locale=en-US), the extension point has an existing implementation to create and retrieve segment records in the Phone Log \[sn_openframe_phone_log\] table.
AI wrap-up recommendations
: AI wrap-up recommendations can come from two sources:{#wrap-up-api__ai-wrap-up-intro}
* Internal (Now Assist): When use_third_party_ai is false, a business rule triggers automatically after segment creation to call the CSM API and populate ai_wrap_up_code and ai_notes.
* External (third-party / CCaaS): When use_third_party_ai is true, the external system pushes AI data via the new PUT /api/now/wrapup/segment/update/ai endpoint.
{#wrap-up-api__ai-sources-list}
Use cases
:
* Reduce agent handle time by providing wrap-up codes and notes with AI suggestions.
* Enable CCaaS platforms to push AI-generated content into ServiceNow AI Platform after an interaction ends.
* Give supervisors cleaner, more consistent wrap-up data for reporting and analytics.
{#wrap-up-api__ai-use-cases-list}
Endpoint call order for an AI-assisted wrap-up flow
:
1. POST /api/now/wrapup/segment/create --- Open a segment or pass ai_wrap_up_code / ai_notes and AI config flags.
2. PUT /api/now/wrapup/segment/update/ai --- (External AI only) Push AI recommendations onto the open segment.
3. PUT /api/now/wrapup/segment/update --- Agent finalizes and closes the segment.
4. GET /api/now/wrapup/segment/{segment_id} --- Retrieve segment including stored AI fields.
{#wrap-up-api__ai-endpoint-order-list}
## Wrap Up - GET /now/wrapup/code/{code_id} {#ariaid-title2}
Retrieves details for a specified wrap-up code.
### URL format
Versioned URL: /api/now/{api_version}/wrapup/code/{code_id}
Default URL: /api/now/wrapup/code/{code_id}
### Supported request parameters
{#wrap-up-GET-code__entry__2}{#wrap-up-GET-code__version-not_optional-RESTAPI}
| Name | Description |
|-|-|
| api_version | Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest. Data type: String |
| code_id | Sys_id of the wrap-up code. Data type: String Table: Interaction Wrap Up Code \[interaction_wrap_up_code\] |
[Table 1. Path parameters]
{#wrap-up-GET-code__entry__8}
| Name | Description |
|-|-|
| None | |
[Table 2. Query parameters]
{#wrap-up-GET-code__entry__12}
| Name | Description |
|-|-|
| None | |
[Table 3. Request body parameters (XML or JSON)]
### Headers
The following request and response headers apply to this HTTP
action only, or apply to this action in a distinct way. For a list of general headers used
in the REST API, see [Supported REST API headers](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other.").
{#wrap-up-GET-code__entry__16}{#wrap-up-GET-code__accept-RESTAPI}
| Header | Description |
|-|-|
| Accept | Data format of the response body. Supported types: application/json or application/xml. Default: application/json |
[Table 4. Request headers]
{#wrap-up-GET-code__entry__20}
| Header | Description |
|-|-|
| None | |
[Table 5. Response headers]
### Status codes
The following status codes apply to this HTTP action. For a
list of possible status codes used in the REST API, see [REST API HTTP response
codes](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other.").
{#wrap-up-GET-code__table_ky1_xy2_42c__entry__2}{#wrap-up-GET-code__entry-200-status-code}{#wrap-up-GET-code__entry-400-status-code}{#wrap-up-GET-code__entry-401-status-code}{#wrap-up-GET-code__entry-500-status-code}
| Status code | Description |
|-|-|
| 200 | Successful. The request was successfully processed. |
| 400 | Bad Request. A bad request type or malformed request was detected. |
| 401 | Unauthorized. The user credentials are incorrect or have not been passed. |
| 500 | Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error. |
[Table 6. Status codes]
{#wrap-up-GET-code__table_ky1_xy2_42c}
### Response body parameters (JSON or XML)
{#wrap-up-GET-code__entry__34}{#wrap-up-GET-code__message}{#wrap-up-GET-code__codes-code-desc-ph}{#wrap-up-GET-code__success}
| Name | Description |
|-|-|
| result | Object containing information about the API request and the wrap-up code. Data type: Object "result": { "message": "String", "resultMap": {Object}, "success": Boolean } |
| result.message | Message that describes the outcome of the API request. Data type: String |
| result.result_map | Object containing the wrap-up code. Data type: Object "result_map": { "wrap_up_code": {Object} } |
| result.result_map.wrap_up_code | Object with details about the wrap-up code. Data type: Object "wrap_up_code": { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } |
| result.result_map.wrap_up_code.active | Flag that indicates whether the wrap-up code is active. Valid values: * true: The wrap-up code is active. * false: The wrap-up code isn't active. {#wrap-up-GET-code__ul_gfl_mbf_m2c} Data type: Boolean Default: true |
| result.result_map.wrap_up_code.code | Label of the wrap-up code. Data type: String |
| result.result_map.wrap_up_code.description | Description of the wrap-up code. Data type: String |
| result.result_map.wrap_up_code.external | Flag that indicates whether the wrap-up code is from an external system. Valid values: * true: The wrap-up code is from an external system. * false: The wrap-up code is internal. {#wrap-up-GET-code__ul_hh5_pwl_3} Data type: Boolean |
| result.result_map.wrap_up_code.sys_id | Sys_id of the wrap-up code. Data type: String Table: Interaction Wrap Up Code \[interaction_wrap_up_code\] |
| result.result_map.wrap_up_code.translated_code | A translation of the wrap-up code label. Data type: String |
| result.result_map.wrap_up_code.translated_description | A translation of the wrap-up code description. Data type: String |
| result.success | Flag that indicates whether the API request was successfully processed. Valid values: * true: The API request was successful. * false: The API request failed. {#wrap-up-GET-code__ul_mdm_tff_m2c} Data type: Boolean |
[ ]
### cURL request
This example retrieves details for a specified wrap-up code.
curl "https://instance.service-now.com/api/now/v1/wrapup/code/49c27b679f201210c89656effa0a1cd7" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'
Response body.
{
"result": {
"message": "Wrap up code found.",
"result_map": {
"wrap_up_code": {
"code": "Billing Issue",
"description": "A code for billing issues",
"active": true,
"external": true,
"sys_id": "49c27b679f201210c89656effa0a1cd7",
"translated_code": "Abrechnungsproblem",
"translated_description": "Ein code für Abrechnungsprobleme"
}
},
"success": true
}
}
## Wrap Up - GET /now/wrapup/segment/{segment_id} {#ariaid-title3}
Retrieves details for a specified wrap-up segment.
### URL format
Versioned URL: /api/now/{api_version}/wrapup/segment/{segment_id}
Default URL: /api/now/wrapup/segment/{segment_id}
### Supported request parameters
{#wrap-up-GET-segment__entry__2}{#wrap-up-GET-segment__version-not_optional-RESTAPI}
| Name | Description |
|-|-|
| api_version | Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest. Data type: String |
| segment_id | Sys_id of the wrap-up segment in the Interaction Wrap Up Segment \[interaction_wrap_up_segment\] table, or identifier representing the interaction segment on the external system. Data type: String |
[Table 7. Path parameters]
{#wrap-up-GET-segment__entry__8}
| Name | Description |
|-|-|
| None | |
[Table 8. Query parameters]
{#wrap-up-GET-segment__entry__12}
| Name | Description |
|-|-|
| None | |
[Table 9. Request body parameters (XML or JSON)]
### Headers
The following request and response headers apply to this HTTP
action only, or apply to this action in a distinct way. For a list of general headers used
in the REST API, see [Supported REST API headers](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other.").
{#wrap-up-GET-segment__entry__16}{#wrap-up-GET-segment__accept-RESTAPI}
| Header | Description |
|-|-|
| Accept | Data format of the response body. Supported types: application/json or application/xml. Default: application/json |
[Table 10. Request headers]
{#wrap-up-GET-segment__entry__20}
| Header | Description |
|-|-|
| None | |
[Table 11. Response headers]
### Status codes
The following status codes apply to this HTTP action. For a
list of possible status codes used in the REST API, see [REST API HTTP response
codes](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other.").
{#wrap-up-GET-segment__table_n5n_sy2_42c__entry__2}{#wrap-up-GET-segment__entry-200-status-code}{#wrap-up-GET-segment__entry-400-status-code}{#wrap-up-GET-segment__entry-401-status-code}{#wrap-up-GET-segment__entry-500-status-code}
| Status code | Description |
|-|-|
| 200 | Successful. The request was successfully processed. |
| 400 | Bad Request. A bad request type or malformed request was detected. |
| 401 | Unauthorized. The user credentials are incorrect or have not been passed. |
| 500 | Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error. |
[Table 12. Status codes]
{#wrap-up-GET-segment__table_n5n_sy2_42c}
### Response body parameters (JSON or XML)
{#wrap-up-GET-segment__table_xpr_b42_42c__entry__2}{#wrap-up-GET-segment__segment-agent}{#wrap-up-GET-segment__interaction-id}{#wrap-up-GET-segment__codes-code-desc-ph}{#wrap-up-GET-segment__d3440e202}
| Name | Description |
|-|-|
| message | Message that describes the outcome of the API request. Data type: String |
| segment | Object containing data about the interaction and wrap-up segment. Data type: Object "segment": { "agent": "String", "ai_code_defined_at": "String", "ai_notes": "String", "ai_notes_defined_at": "String", "ai_wrap_up_code": "String", "awaiting_confirmation": Boolean, "confirmed_on": "String", "external": Boolean, "interaction": "String", "opened_on": "String", "segmented": Boolean, "segment_id": "String", "segment_table": "String", "state": "String", "submitted_on": "String", "sys_id": "String", "wrap_up_configuration": {Object} } |
| segment.agent | Sys_id of the agent assigned to the interaction. Data type: String Table: User \[sys_user\] |
| segment.ai_code_defined_at | Timestamp when AI code was stored. Format: Unix epoch milliseconds (e.g., "1752252703000") Data type: String |
| segment.ai_notes | AI-generated notes stored on the segment. Data type: String |
| segment.ai_notes_defined_at | Timestamp when AI notes were stored. Format: Unix epoch milliseconds Data type: String |
| segment.ai_wrap_up_code | AI-recommended code stored on the segment. Data type: String |
| segment.awaiting_confirmation | Flag that indicates whether the wrap-up segment submitted by the agent is awaiting confirmation that it was processed by the external CCaaS system. Valid values: * true: The wrap-up segment is awaiting confirmation. * false: The wrap-up segment was processed by the external system. {#wrap-up-GET-segment__ul_jvz_fr2_42c} Data type: Boolean |
| segment.confirmed_on | Date and time the submitted wrap-up segment is processed in the external CCaaS system. Data type: String |
| segment.external | Flag that indicates whether the interaction segment is from an external system. Valid values: * true: The interaction segment is from an external system. * false: The interaction segment is internal. {#wrap-up-GET-segment__ul_hh5_pwl_m2c} Data type: Boolean Default: false |
| segment.interaction | Sys_id of the interaction. Data type: String Table: Interaction \[interaction\] |
| segment.opened_on | The start date and time of the wrap-up period according to the external system. Data type: String |
| segment.segmented | Flag that indicates whether the wrap-up is segmented. Valid values: * true: The wrap-up is segmented into multiple parts. * false: The wrap-up is one complete segment. {#wrap-up-GET-segment__ul_hpy_wxl_m2c} Data type: Boolean Default: false |
| segment.segment_id | Sys_id of the interaction segment. Data type: String |
| segment.segment_table | Name of the table containing the interaction segment. Data type: String |
| segment.state | State of the interaction segment. Data type: String |
| segment.submitted_on | Date and time the agent submitted the wrap-up segment. Data type: String |
| segment.sys_id | Sys_id of the wrap-up segment. Data type: String Table: Interaction Wrap Up Segment \[interaction_wrap_up_segment\] |
| segment.wrap_up_configuration | Object containing details about the wrap-up configuration used for the wrap-up segment. Data type: Object "wrap_up_configuration": { "allowed_codes": [Array], "default_code": {Object}, "enable_ai_code": Boolean, "enable_ai_notes": Boolean, "enable_codes": Boolean, "use_ai_as_default": Boolean, "use_third_party_ai": Boolean } |
| segment.wrap_up_configuration.allowed_codes | Array of objects each representing a wrap-up code the agent is allowed to use. Data type: Array "allowed_codes": [ { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } ] |
| segment.wrap_up_configuration.allowed_codes.active | Flag that indicates whether the wrap-up code is active. Valid values: * true: The wrap-up code is active. * false: The wrap-up code isn't active. {#wrap-up-GET-segment__ul_gfl_mbf_m2c} Data type: Boolean Default: true |
| segment.wrap_up_configuration.allowed_codes.code | Label of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.allowed_codes.description | Description of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.allowed_codes.external | Flag that indicates whether the wrap-up code is from an external system. Valid values: * true: The wrap-up code is from an external system. * false: The wrap-up code is internal. {#wrap-up-GET-segment__ul_hh5_pwl_3} Data type: Boolean |
| segment.wrap_up_configuration.allowed_codes.sys_id | Sys_id of the wrap-up code. Data type: String Table: Interaction Wrap Up Code \[interaction_wrap_up_code\] |
| segment.wrap_up_configuration.allowed_codes.translated_code | A translation of the wrap-up code label. Data type: String |
| segment.wrap_up_configuration.allowed_codes.translated_description | A translation of the wrap-up code description. Data type: String |
| segment.wrap_up_configuration.default_code | Object containing the wrap-up code to use as the default. Data type: Object "default_code": { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } |
| segment.wrap_up_configuration.default_code.active | Flag that indicates whether the wrap-up code is active. Valid values: * true: The wrap-up code is active. * false: The wrap-up code isn't active. {#wrap-up-GET-segment__d3440e182} Data type: Boolean Default: true |
| segment.wrap_up_configuration.default_code.code | Label of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.default_code.description | Description of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.default_code.external | Flag that indicates whether the wrap-up code is from an external system. Valid values: * true: The wrap-up code is from an external system. * false: The wrap-up code is internal. {#wrap-up-GET-segment__d3440e394} Data type: Boolean |
| segment.wrap_up_configuration.default_code.sys_id | Sys_id of the wrap-up code. Data type: String Table: Interaction Wrap Up Code \[interaction_wrap_up_code\] |
| segment.wrap_up_configuration.default_code.translated_code | A translation of the wrap-up code label. Data type: String |
| segment.wrap_up_configuration.default_code.translated_description | A translation of the wrap-up code description. Data type: String |
| segment.wrap_up_configuration.enable_ai_code | Flag that indicates whether AI code generation is enabled for this configuration. Valid values: * true: AI code generation is enabled for this configuration. * false: AI code generation is not enabled for this configuration. {#wrap-up-GET-segment__ul_l14_pxl_v3c} Data type: Boolean |
| segment.wrap_up_configuration.enable_ai_notes | Flag that indicates whether AI notes generation is enabled for this configuration. Valid values: * true: AI notes generation is enabled for this configuration. * false: AI notes generation is not enabled for this configuration. {#wrap-up-GET-segment__ul_xxf_qxl_v3c} Data type: Boolean |
| segment.wrap_up_configuration.enable_codes | Flag that indicates whether the agent must select a wrap-up code. Valid values: * true: Agent must select a wrap-up code. * false: Agent isn't required to select a wrap-up code. {#wrap-up-GET-segment__ul_s3z_45r_m2c} Data type: Boolean Default: false |
| segment.wrap_up_configuration.use_ai_as_default | Flag that indicates whether AI code is automatically set as the default wrap-up code for this configuration. Valid values: * true: AI code is automatically set as the default wrap-up code. * false: AI code is not automatically set as the default wrap-up code. {#wrap-up-GET-segment__ul_qyf_qxl_v3c} Data type: Boolean |
| segment.wrap_up_configuration.use_third_party_ai | Flag that indicates if the AI content source is from a third-party external system. Valid values: * true: AI content source is from a third-party external system. * false: Now Assist is the AI content source. {#wrap-up-GET-segment__ul_hzf_qxl_v3c} Data type: Boolean |
| segment_id | Sys_id of the wrap-up segment. Data type: String Table: Interaction Wrap Up Segment \[interaction_wrap_up_segment\] |
| success | Flag that indicates whether the API request was successfully processed. Valid values: * true: The API request was successful. * false: The API request failed. {#wrap-up-GET-segment__ul_mdm_tff_m2c} Data type: Boolean |
[ ]
{#wrap-up-GET-segment__table_xpr_b42_42c}
### cURL request
This example retrieves details for a specified wrap-up segment.
curl "https://instance.service-now.com/api/now/v1/wrapup/segment/dgajbcef12345678defdbxef123435678" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'
Response body.
{
"success": true,
"message": "Wrap up segment retrieved successfully.",
"segment_id": "dgajbcef12345678defdbxef123435678",
"segment": {
"agent": "123412345678567890ab90abcdefcdef",
"segment_table": "sn_openframe_phone_log",
"segment_id": "dgajbcef12345678defdbxef123435678",
"external": true,
"interaction": "213412345678567890ab90abcdefcdef",
"state": "closed",
"wrap_up_configuration": {
"enable_codes": true,
"allowed_codes": [
{
"code": "Billing Issue",
"description": "",
"active": true,
"external": true,
"sys_id": "49c27b679f201210c89656effa0a1cd7",
"translated_code": "Abrechnungsproblem",
"translated_description": ""
},
{
"code": "Store Issue",
"description": "",
"active": true,
"external": true,
"sys_id": "54327b679f201210c89656effa0a1cd7",
"translated_code": " Einkaufsproblem",
"translated_description": ""
}
],
"default_code": {
"code": "Billing Issue",
"description": "",
"active": true,
"external": true,
"sys_id": "49c27b679f201210c89656effa0a1cd7",
"translated_code": "Abrechnungsproblem",
"translated_description": ""
}
},
"segmented": true,
"sys_id": "dgajbcef12345678defdbxef123435678",
"opened_on": "2024-09-16 17:52:01",
"submitted_on": "2024-09-16 18:51:59",
"confirmed_on": "2024-09-16 18:52:01",
"awaiting_confirmation": false
}
}
This example retrieves details for a specified wrap-up segment configured for AI recommendations.
curl "https://instance.service-now.com/api/now/v1/wrapup/segment/abcd1234abcd1234abcd1234abcd1234" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'
Response body.
{
"success": true,
"message": "Segment retrieved.",
"segment_id": "abcd1234abcd1234abcd1234abcd1234",
"segment": {
"agent": "123412345678567890ab90abcdefcdef",
"state": "closed",
"ai_wrap_up_code": "Billing Issue",
"ai_notes": "Customer called about an incorrect charge.",
"ai_code_defined_at": "1752252703000",
"ai_notes_defined_at": "1752252703000",
"wrap_up_configuration": {
"enable_ai_code": true,
"enable_ai_notes": true,
"use_ai_as_default": true,
"use_third_party_ai": false
}
}
}
## Wrap Up - GET /now/wrapup/segment/agent/{agent_id}/interaction/{interaction_id} {#ariaid-title4}
Retrieves details for a wrap-up segment based on a specified agent and interaction.
### URL format
Versioned URL: /api/now/{api_version}/wrapup/segment/agent/{agent_id}/interaction/{interaction_id}
Default URL: /api/now/wrapup/segment/agent/{agent_id}/interaction/{interaction_id}
### Supported request parameters
{#wrap-up-GET-segment-agent-int__entry__2}{#wrap-up-GET-segment-agent-int__version-not_optional-RESTAPI}
| Name | Description |
|-|-|
| api_version | Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest. Data type: String |
| agent_id | Sys_id of the agent assigned to the interaction. Data type: String Table: User \[sys_user\] |
| interaction_id | Sys_id of the interaction. Data type: String Table: Interaction \[interaction\] |
[Table 13. Path parameters]
{#wrap-up-GET-segment-agent-int__entry__10}
| Name | Description |
|-|-|
| None | |
[Table 14. Query parameters]
{#wrap-up-GET-segment-agent-int__entry__14}
| Name | Description |
|-|-|
| None | |
[Table 15. Request body parameters (XML or JSON)]
### Headers
The following request and response headers apply to this HTTP
action only, or apply to this action in a distinct way. For a list of general headers used
in the REST API, see [Supported REST API headers](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other.").
{#wrap-up-GET-segment-agent-int__entry__18}{#wrap-up-GET-segment-agent-int__accept-RESTAPI}
| Header | Description |
|-|-|
| Accept | Data format of the response body. Supported types: application/json or application/xml. Default: application/json |
[Table 16. Request headers]
{#wrap-up-GET-segment-agent-int__entry__22}
| Header | Description |
|-|-|
| None | |
[Table 17. Response headers]
### Status codes
The following status codes apply to this HTTP action. For a
list of possible status codes used in the REST API, see [REST API HTTP response
codes](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other.").
{#wrap-up-GET-segment-agent-int__entry__26}{#wrap-up-GET-segment-agent-int__entry-200-status-code}{#wrap-up-GET-segment-agent-int__entry-400-status-code}{#wrap-up-GET-segment-agent-int__entry-401-status-code}{#wrap-up-GET-segment-agent-int__entry-500-status-code}
| Status code | Description |
|-|-|
| 200 | Successful. The request was successfully processed. |
| 400 | Bad Request. A bad request type or malformed request was detected. |
| 401 | Unauthorized. The user credentials are incorrect or have not been passed. |
| 500 | Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error. |
[Table 18. Status codes]
### Response body parameters (JSON or XML)
{#wrap-up-GET-segment-agent-int__table_xpr_b42_42c__entry__2}{#wrap-up-GET-segment-agent-int__segment-agent}{#wrap-up-GET-segment-agent-int__d3440e468}{#wrap-up-GET-segment-agent-int__interaction-id}{#wrap-up-GET-segment-agent-int__codes-code-desc-ph}{#wrap-up-GET-segment-agent-int__d3440e202}
| Name | Description |
|-|-|
| message | Message that describes the outcome of the API request. Data type: String |
| segment | Object containing data about the interaction and wrap-up segment. Data type: Object "segment": { "agent": "String", "ai_code_defined_at": "String", "ai_notes": "String", "ai_notes_defined_at": "String", "ai_wrap_up_code": "String", "awaiting_confirmation": Boolean, "confirmed_on": "String", "external": Boolean, "interaction": "String", "opened_on": "String", "segmented": Boolean, "segment_id": "String", "segment_table": "String", "state": "String", "submitted_on": "String", "sys_id": "String", "wrap_up_configuration": {Object} } |
| segment.agent | Sys_id of the agent assigned to the interaction. Data type: String Table: User \[sys_user\] |
| segment.agent | Sys_id of the agent assigned to the interaction. Data type: String Table: User \[sys_user\] |
| segment.ai_code_defined_at | Timestamp when AI code was stored. Format: Unix epoch milliseconds (e.g., "1752252703000") Data type: String |
| segment.ai_notes | AI-generated notes stored on the segment. Data type: String |
| segment.ai_notes_defined_at | Timestamp when AI notes were stored. Format: Unix epoch milliseconds Data type: String |
| segment.ai_wrap_up_code | AI-recommended code stored on the segment. Data type: String |
| segment.awaiting_confirmation | Flag that indicates whether the wrap-up segment submitted by the agent is awaiting confirmation that it was processed by the external CCaaS system. Valid values: * true: The wrap-up segment is awaiting confirmation. * false: The wrap-up segment was processed by the external system. {#wrap-up-GET-segment-agent-int__ul_jvz_fr2_42c} Data type: Boolean |
| segment.confirmed_on | Date and time the submitted wrap-up segment is processed in the external CCaaS system. Data type: String |
| segment.external | Flag that indicates whether the interaction segment is from an external system. Valid values: * true: The interaction segment is from an external system. * false: The interaction segment is internal. {#wrap-up-GET-segment-agent-int__ul_hh5_pwl_m2c} Data type: Boolean Default: false |
| segment.interaction | Sys_id of the interaction. Data type: String Table: Interaction \[interaction\] |
| segment.opened_on | The start date and time of the wrap-up period according to the external system. Data type: String |
| segment.segmented | Flag that indicates whether the wrap-up is segmented. Valid values: * true: The wrap-up is segmented into multiple parts. * false: The wrap-up is one complete segment. {#wrap-up-GET-segment-agent-int__ul_hpy_wxl_m2c} Data type: Boolean Default: false |
| segment.segment_id | Sys_id of the interaction segment. Data type: String |
| segment.segment_table | Name of the table containing the interaction segment. Data type: String |
| segment.state | State of the interaction segment. Data type: String |
| segment.submitted_on | Date and time the agent submitted the wrap-up segment. Data type: String |
| segment.sys_id | Sys_id of the wrap-up segment. Data type: String Table: Interaction Wrap Up Segment \[interaction_wrap_up_segment\] |
| segment.wrap_up_configuration | Object containing details about the wrap-up configuration used for the wrap-up segment. Data type: Object "wrap_up_configuration": { "allowed_codes": [Array], "default_code": {Object}, "enable_codes": Boolean } |
| segment.wrap_up_configuration.allowed_codes | Array of objects each representing a wrap-up code the agent is allowed to use. Data type: Array "allowed_codes": [ { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } ] |
| segment.wrap_up_configuration.allowed_codes.active | Flag that indicates whether the wrap-up code is active. Valid values: * true: The wrap-up code is active. * false: The wrap-up code isn't active. {#wrap-up-GET-segment-agent-int__ul_gfl_mbf_m2c} Data type: Boolean Default: true |
| segment.wrap_up_configuration.allowed_codes.code | Label of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.allowed_codes.description | Description of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.allowed_codes.external | Flag that indicates whether the wrap-up code is from an external system. Valid values: * true: The wrap-up code is from an external system. * false: The wrap-up code is internal. {#wrap-up-GET-segment-agent-int__ul_hh5_pwl_3} Data type: Boolean |
| segment.wrap_up_configuration.allowed_codes.sys_id | Sys_id of the wrap-up code. Data type: String Table: Interaction Wrap Up Code \[interaction_wrap_up_code\] |
| segment.wrap_up_configuration.allowed_codes.translated_code | A translation of the wrap-up code label. Data type: String |
| segment.wrap_up_configuration.allowed_codes.translated_description | A translation of the wrap-up code description. Data type: String |
| segment.wrap_up_configuration.default_code | Object containing the wrap-up code to use as the default. Data type: Object "default_code": { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } |
| segment.wrap_up_configuration.default_code.active | Flag that indicates whether the wrap-up code is active. Valid values: * true: The wrap-up code is active. * false: The wrap-up code isn't active. {#wrap-up-GET-segment-agent-int__d3440e182} Data type: Boolean Default: true |
| segment.wrap_up_configuration.default_code.code | Label of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.default_code.description | Description of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.default_code.external | Flag that indicates whether the wrap-up code is from an external system. Valid values: * true: The wrap-up code is from an external system. * false: The wrap-up code is internal. {#wrap-up-GET-segment-agent-int__d3440e394} Data type: Boolean |
| segment.wrap_up_configuration.default_code.sys_id | Sys_id of the wrap-up code. Data type: String Table: Interaction Wrap Up Code \[interaction_wrap_up_code\] |
| segment.wrap_up_configuration.default_code.translated_code | A translation of the wrap-up code label. Data type: String |
| segment.wrap_up_configuration.default_code.translated_description | A translation of the wrap-up code description. Data type: String |
| segment.wrap_up_configuration.enable_ai_code | Flag that indicates whether AI code generation is enabled for this configuration. Valid values: * true: AI code generation is enabled for this configuration. * false: AI code generation is not enabled for this configuration. {#wrap-up-GET-segment-agent-int__ul_l14_pxl_v3c} Data type: Boolean |
| segment.wrap_up_configuration.enable_ai_notes | Flag that indicates whether AI notes generation is enabled for this configuration. Valid values: * true: AI notes generation is enabled for this configuration. * false: AI notes generation is not enabled for this configuration. {#wrap-up-GET-segment-agent-int__ul_xxf_qxl_v3c} Data type: Boolean |
| segment.wrap_up_configuration.enable_codes | Flag that indicates whether the agent must select a wrap-up code. Valid values: * true: Agent must select a wrap-up code. * false: Agent isn't required to select a wrap-up code. {#wrap-up-GET-segment-agent-int__ul_s3z_45r_m2c} Data type: Boolean Default: false |
| segment.wrap_up_configuration.use_ai_as_default | Flag that indicates whether AI code is automatically set as the default wrap-up code for this configuration. Valid values: * true: AI code is automatically set as the default wrap-up code. * false: AI code is not automatically set as the default wrap-up code. {#wrap-up-GET-segment-agent-int__ul_qyf_qxl_v3c} Data type: Boolean |
| segment.wrap_up_configuration.use_third_party_ai | Flag that indicates if the AI content source is from a third-party external system. Valid values: * true: AI content source is from a third-party external system. * false: Now Assist is the AI content source. {#wrap-up-GET-segment-agent-int__ul_hzf_qxl_v3c} Data type: Boolean |
| segment_id | Sys_id of the wrap-up segment. Data type: String Table: Interaction Wrap Up Segment \[interaction_wrap_up_segment\] |
| success | Flag that indicates whether the API request was successfully processed. Valid values: * true: The API request was successful. * false: The API request failed. {#wrap-up-GET-segment-agent-int__ul_mdm_tff_m2c} Data type: Boolean |
[ ]
{#wrap-up-GET-segment-agent-int__table_xpr_b42_42c}
### cURL request
This example retrieves details for a wrap-up segment based on a specified agent and interaction.
curl "https://instance.service-now.com/api/now/v1/wrapup/segment/agent/123412345678567890ab90abcdefcdef/interaction/213412345678567890ab90abcdefcdef" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'
Response body.
{
"success": true,
"message": "Wrap up segment retrieved successfully.",
"segment_id": "dgajbcef12345678defdbxef123435678",
"segment": {
"agent": "123412345678567890ab90abcdefcdef",
"segment_table": "sn_openframe_phone_log",
"segment_id": "dgajbcef12345678defdbxef123435678",
"external": true,
"interaction": "213412345678567890ab90abcdefcdef",
"state": "closed",
"wrap_up_configuration": {
"enable_codes": true,
"allowed_codes": [
{
"code": "Billing Issue",
"description": "",
"active": true,
"external": true,
"sys_id": "49c27b679f201210c89656effa0a1cd7",
"translated_code": "Abrechnungsproblem",
"translated_description": ""
},
{
"code": "Store Issue",
"description": "",
"active": true,
"external": true,
"sys_id": "54327b679f201210c89656effa0a1cd7",
"translated_code": " Einkaufsproblem",
"translated_description": ""
}
],
"default_code": {
"code": "Billing Issue",
"description": "",
"active": true,
"external": true,
"sys_id": "49c27b679f201210c89656effa0a1cd7",
"translated_code": "Abrechnungsproblem",
"translated_description": ""
}
},
"segmented": true,
"sys_id": "dgajbcef12345678defdbxef123435678",
"opened_on": "2024-09-16 17:52:01",
"submitted_on": "2024-09-16 18:51:59",
"confirmed_on": "2024-09-16 18:52:01",
"awaiting_confirmation": false
}
}
### cURL request {#wrap-up-GET-segment-agent-int__example_snz_c5m_v3c}
This example retrieves details for a wrap-up segment configured for AI recommendations.
curl "https://instance.service-now.com/api/now/v1/wrapup/segment/agent/987698761234123456xy12ghijklmnoqrst/interaction/879065432198432109xy34mnopqrstuv" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'
Response body.
{
"success": true,
"segment": {
"ai_wrap_up_code": "Billing Issue",
"ai_notes": "Customer called about incorrect charge.",
"ai_code_defined_at": "1752252703000",
"ai_notes_defined_at": "1752252703000",
"wrap_up_configuration": {
"enable_ai_code": true,
"enable_ai_notes": true,
"use_ai_as_default": true,
"use_third_party_ai": false
}
}
}
## Wrap Up - POST /now/wrapup/code {#ariaid-title5}
Creates or updates wrap-up codes.
Wrap-up codes are created in the Interaction Wrap Up Code \[interaction_wrap_up_code\] table.
### URL format
Versioned URL: /api/now/{api_version}/wrapup/code
Default URL: /api/now/wrapup/code
### Supported request parameters
{#wrap-up-POST-code__entry__2}{#wrap-up-POST-code__version-not_optional-RESTAPI}
| Name | Description |
|-|-|
| api_version | Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest. Data type: String |
[Table 19. Path parameters]
{#wrap-up-POST-code__entry__6}
| Name | Description |
|-|-|
| None | |
[Table 20. Query parameters]
{#wrap-up-POST-code__entry__10}
| Name | Description |
|-|-|
| codes | Required. Array of objects each representing a wrap-up code. Data type: Array "codes": [ { "active": Boolean, "code": "String", "description": "String", "translations": [Array] } ] |
| codes.active | Flag that indicates whether the wrap-up code is active. Valid values: * true: The wrap-up code is active. * false: The wrap-up code isn't active. {#wrap-up-POST-code__ul_gfl_mbf_m2c} Data type: Boolean Default: true |
| codes.code | Required. Label of the wrap-up code. Data type: String |
| codes.description | Description of the wrap-up code. Data type: String |
| codes.translations | Array of objects each representing a translation of the wrap-up code. Data type: Array "translations": [ { "code": "Abrechnungsproblem", "description": "Ein code für Abrechnungsprobleme", "language": "de" } ] |
| codes.translations.code | A translation of the wrap-up code label (codes.code). Required if using the codes.translations parameter. Data type: String |
| codes.translations.description | A translation of the wrap-up code description (codes.description). Required if using the codes.translations parameter and a value was provided for codes.description. Data type: String |
| codes.translations.language | Two-letter code for the language used in the translation. Required if using the codes.translations parameter. Data type: String |
[Table 21. Request body parameters (XML or JSON)]
### Headers
The following request and response headers apply to this HTTP
action only, or apply to this action in a distinct way. For a list of general headers used
in the REST API, see [Supported REST API headers](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other.").
{#wrap-up-POST-code__entry__28}{#wrap-up-POST-code__accept-RESTAPI}{#wrap-up-POST-code__content_type-RESTAPI}
| Header | Description |
|-|-|
| Accept | Data format of the response body. Supported types: application/json or application/xml. Default: application/json |
| Content-Type | Data format of the request body. Supported types: application/json or application/xml. Default: application/json |
[Table 22. Request headers]
{#wrap-up-POST-code__entry__34}
| Header | Description |
|-|-|
| None | |
[Table 23. Response headers]
### Status codes
The following status codes apply to this HTTP action. For a
list of possible status codes used in the REST API, see [REST API HTTP response
codes](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other.").
{#wrap-up-POST-code__table_szp_xy2_42c__entry__2}{#wrap-up-POST-code__entry-200-status-code}{#wrap-up-POST-code__entry-400-status-code}{#wrap-up-POST-code__entry-401-status-code}{#wrap-up-POST-code__entry-500-status-code}
| Status code | Description |
|-|-|
| 200 | Successful. The request was successfully processed. |
| 207 | Successful. Some wrap-up codes created successfully. Validation errors occurred while creating others. |
| 400 | Bad Request. A bad request type or malformed request was detected. |
| 401 | Unauthorized. The user credentials are incorrect or have not been passed. |
| 500 | Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error. |
[Table 24. Status codes]
{#wrap-up-POST-code__table_szp_xy2_42c}
### Response body parameters (JSON or XML)
{#wrap-up-POST-code__entry__50}{#wrap-up-POST-code__message}{#wrap-up-POST-code__codes-code-desc-ph}{#wrap-up-POST-code__success}
| Name | Description |
|-|-|
| result | Object containing information about the API request and the created wrap-up codes. Data type: Object "result": { "message": "String", "resultMap": {Object}, "success": Boolean } |
| result.message | Message that describes the outcome of the API request. Data type: String |
| result.result_map | Object containing an array of created wrap-up codes. Data type: Object "result_map": { "created_wrap_up_codes": [Array] } |
| result.result_map.created_wrap_up_codes | Array of objects each representing a created wrap-up code. Data type: Array "created_wrap_up_codes": [ { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } ] |
| result.result_map.created_wrap_up_codes.active | Flag that indicates whether the wrap-up code is active. Valid values: * true: The wrap-up code is active. * false: The wrap-up code isn't active. {#wrap-up-POST-code__d3440e182} Data type: Boolean Default: true |
| result.result_map.created_wrap_up_codes.code | Label of the wrap-up code. Data type: String |
| result.result_map.created_wrap_up_codes.description | Description of the wrap-up code. Data type: String |
| result.result_map.created_wrap_up_codes.external | Flag that indicates whether the wrap-up code is from an external system. Valid values: * true: The wrap-up code is from an external system. * false: The wrap-up code is internal. {#wrap-up-POST-code__ul_hh5_pwl_3} Data type: Boolean |
| result.result_map.created_wrap_up_codes.sys_id | Sys_id of the wrap-up code. Data type: String Table: Interaction Wrap Up Code \[interaction_wrap_up_code\] |
| result.result_map.created_wrap_up_codes.translated_code | A translation of the wrap-up code label. Data type: String |
| result.result_map.created_wrap_up_codes.translated_description | A translation of the wrap-up code description. Data type: String |
| result.success | Flag that indicates whether the API request was successfully processed. Valid values: * true: The API request was successful. * false: The API request failed. {#wrap-up-POST-code__ul_mdm_tff_m2c} Data type: Boolean |
[ ]
### cURL request
This example creates a wrap-up code for billing issues with a translation in German.
curl "https://instance.service-now.com/api/now/v1/wrapup/code" \
--request POST \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{
\"codes\": [
{
\"code\": \"Billing Issue\",
\"description\": \"A code for billing issues\",
\"translations\": [
{
\"language\": \"de\",
\"code\": \"Abrechnungsproblem\",
\"description\": \"Ein code für Abrechnungsprobleme\"
}
]
}
]
}" \
--user 'username':'password'
Response body.
{
"result": {
"message": "All wrap up codes created successfully.",
"result_map": {
"created_wrap_up_codes": [
{
"code": "Billing Issue",
"description": "A code for billing issues",
"active": true,
"external": true,
"sys_id": "49c27b679f201210c89656effa0a1cd7",
"translated_code": "Abrechnungsproblem",
"translated_description": "Ein code für Abrechnungsprobleme"
}
]
},
"success": true
}
}
## Wrap Up - POST /now/wrapup/segment/create {#ariaid-title6}
Opens a wrap-up segment for an interaction.
Wrap-ups are created in the Interaction Wrap Up Segment \[interaction_wrap_up_segment\] table. Call this endpoint at the start of the wrap‑up period.
This endpoint supports AI-generated wrap‑up codes and notes directly in the request payload, and it saves the AI configuration flags on the wrap‑up configuration. If external is set to
false and AI codes or notes are enabled on the configuration, a synchronous business rule runs after the segment is created. This endpoint calls the internal CSM (NowAssist) API and automatically fills
in the AI fields. No extra action is required from the caller.
### URL format
Versioned URL: /api/now/{api_version}/wrapup/segment/create
Default URL: /api/now/wrapup/segment/create
### Supported request parameters
{#wrap-up-POST-segment-create__entry__2}{#wrap-up-POST-segment-create__version-not_optional-RESTAPI}
| Name | Description |
|-|-|
| api_version | Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest. Data type: String |
[Table 25. Path parameters]
{#wrap-up-POST-segment-create__entry__6}
| Name | Description |
|-|-|
| None | |
[Table 26. Query parameters]
{#wrap-up-POST-segment-create__entry__10}{#wrap-up-POST-segment-create__external-seg}
| Name | Description |
|-|-|
| agent_sys_id | Required. Sys_id of the agent assigned to the interaction. Data type: String Table: User \[sys_user\] |
| ai_wrap_up_code | AI-suggested wrap-up code label. Populated automatically by Now Assist if the value of use_third_party_ai is false or the field is absent from configuration. See also: * [GET /now/wrapup/segment/{segment_id}](https://servicenow-prod.fluidtopics.net/KqCxO9IlPnZjrMxSDQDd2Q#wrap-up-GET-segment "Retrieves details for a specified wrap-up segment.") * [PUT /api/now/wrapup/segment/update/ai](https://servicenow-prod.fluidtopics.net/KqCxO9IlPnZjrMxSDQDd2Q#wrap-up-PUT-segment-update-ai "Updates an existing open wrap-up segment with AI-recommended wrap-up codes and notes.") {#wrap-up-POST-segment-create__ul_pvm_dmm_v3c} Table: Interaction Wrap Up Segment \[interaction_wrap_up_segment\] Data type: String |
| ai_notes | AI-generated notes. Maximum length: 4000 characters Table: Interaction Wrap Up Segment \[interaction_wrap_up_segment\] Data type: String |
| configuration | Object containing the code and duration details for an external wrap-up. Required if external is `true`. Data type: Object "configuration": { "allowed_codes": [Array], "default_code": "String", "duration": "String", "enable_codes": Boolean, "enable_ai_code": Boolean, "enable_ai_notes": Boolean, "show_timer": Boolean, "use_ai_as_default": Boolean } |
| configuration.allowed_codes | Array of objects each representing a wrap-up code the agent is allowed to use. Required if external and configuration.enable_codes are both `true`. Data type: Array "allowed_codes": [ { "code": "String", "translation": {Object} } ] |
| configuration.allowed_codes.code | Label of the wrap-up code. Required if using the configuration.allowed_codes parameter. Data type: String |
| configuration.allowed_codes.translation | A translation of the wrap-up code. Data type: Object "translation": { "code": "String", "language": "String" } |
| configuration.allowed_codes.translation.code | A translation of the wrap-up code label. Data type: String |
| configuration.allowed_codes.translation.language | Two-letter code for the language used in the translation. Data type: String |
| configuration.default_code | Label of the wrap-up code to use as the default. Required if external and configuration.enable_codes are both `true`. Data type: String Table: Interaction Wrap Up Code \[interaction_wrap_up_code\] Field: Code |
| configuration.duration | Maximum allowed wrap-up duration. Must be used with show_timer. Data type: String Unit: Seconds Default: Empty string (No time limit). |
| configuration.enable_codes | Flag that indicates whether the agent must select a wrap-up code. Valid values: * true: Agent must select a wrap-up code. * false: Agent isn't required to select a wrap-up code. {#wrap-up-POST-segment-create__d3440e228} Data type: Boolean Default: false |
| configuration.enable_ai_code | Flag that indicates whether AI code generation is enabled for this configuration. Valid values: * true: AI code generation is enabled for this configuration. * false: AI code generation is not enabled for this configuration. {#wrap-up-POST-segment-create__ul_l14_pxl_v3c}Table: Interaction Wrap Up Configuration \[interaction_wrap_up_configuration\] Data type: Boolean Default: false |
| configuration.enable_ai_notes | Flag that indicates whether AI notes generation is enabled for this configuration. Valid values: * true: AI notes generation is enabled for this configuration. * false: AI notes generation is not enabled for this configuration. {#wrap-up-POST-segment-create__ul_xxf_qxl_v3c}Table: Interaction Wrap Up Configuration \[interaction_wrap_up_configuration\] Data type: Boolean Default: false |
| configuration.use_ai_as_default | Flag that indicates whether AI code is automatically set as the default wrap-up code for this configuration. Valid values: * true: AI code is automatically set as the default wrap-up code. * false: AI code is not automatically set as the default wrap-up code. {#wrap-up-POST-segment-create__ul_qyf_qxl_v3c}Table: Interaction Wrap Up Configuration \[interaction_wrap_up_configuration\] Data type: Boolean Default: false |
| configuration.show_timer | Required when using the duration property. Flag that indicates whether the timer displays. Valid values: * true: Timer displays in the UI. * false: Timer does not display in the UI. {#wrap-up-POST-segment-create__ul_s3z_45r_m2c} Data type: Boolean Default: false |
| external | Flag that indicates whether the interaction segment is from an external system. Valid values: * true: The interaction segment is from an external system. * false: The interaction segment is internal. {#wrap-up-POST-segment-create__ul_hh5_pwl_m2c} Data type: Boolean Default: false |
| external_segment_id | Identifier representing the interaction segment on the external system. Required if external is `true`. Data type: String |
| interaction_sys_id | Required. Sys_id of the interaction. Data type: String Table: Interaction \[interaction\] |
| opened_on | The start date and time of the wrap-up period according to the external system. Required if using the configuration.duration parameter. Data type: String |
| segmented | Flag that indicates whether the wrap-up is segmented. Valid values: * true: The wrap-up is segmented into multiple parts. * false: The wrap-up is one complete segment. {#wrap-up-POST-segment-create__ul_hpy_wxl_m2c} Data type: Boolean Default: false |
| segment_id | Sys_id of the interaction segment. Required if external and segmented are both `true`. Note: You must implement the InteractionSegment scripted extension point to create and retrieve segment records in your chosen table or use the [OpenFrame](https://www.servicenow.com/docs/access?context=c_OpenFrameOverview&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) implementation to create and retrieve segment records in the Phone Log \[sn_openframe_phone_log\] table. Data type: String |
| segment_table | Name of the table containing the interaction segment. Required if external and segmented are both `true`. Data type: String |
| wrap_up_configuration_sys_id | Sys_id of the wrap-up configuration to use. Required if external is `false`. Data type: String Table: Interaction Wrap Up Configuration \[interaction_wrap_up_configuration\] |
[Table 27. Request body parameters (XML or JSON)]
### Headers
The following request and response headers apply to this HTTP
action only, or apply to this action in a distinct way. For a list of general headers used
in the REST API, see [Supported REST API headers](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other.").
{#wrap-up-POST-segment-create__table_r5j_h1f_42c__entry__2}{#wrap-up-POST-segment-create__accept-RESTAPI}{#wrap-up-POST-segment-create__content_type-RESTAPI}
| Header | Description |
|-|-|
| Accept | Data format of the response body. Supported types: application/json or application/xml. Default: application/json |
| Content-Type | Data format of the request body. Supported types: application/json or application/xml. Default: application/json |
[Table 28. Request headers]
{#wrap-up-POST-segment-create__table_r5j_h1f_42c} {#wrap-up-POST-segment-create__entry__66}
| Header | Description |
|-|-|
| None | |
[Table 29. Response headers]
### Status codes
The following status codes apply to this HTTP action. For a
list of possible status codes used in the REST API, see [REST API HTTP response
codes](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other.").
{#wrap-up-POST-segment-create__table_sft_vy2_42c__entry__2}{#wrap-up-POST-segment-create__entry-200-status-code}{#wrap-up-POST-segment-create__entry-400-status-code}{#wrap-up-POST-segment-create__entry-401-status-code}{#wrap-up-POST-segment-create__entry-500-status-code}
| Status code | Description |
|-|-|
| 200 | Successful. The request was successfully processed. |
| 400 | Bad Request. A bad request type or malformed request was detected. |
| 401 | Unauthorized. The user credentials are incorrect or have not been passed. |
| 500 | Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error. |
[Table 30. Status codes]
{#wrap-up-POST-segment-create__table_sft_vy2_42c}
### Response body parameters (JSON or XML)
{#wrap-up-POST-segment-create__entry__80}{#wrap-up-POST-segment-create__codes-code-desc-ph}{#wrap-up-POST-segment-create__d3440e202}
| Name | Description |
|-|-|
| message | Message that describes the outcome of the API request. Data type: String |
| segment | Object containing data about the interaction and wrap-up segment. Data type: Object "segment": { "agent": "String", "external": Boolean, "interaction": "String", "opened_on": "String", "segmented": Boolean, "segment_id": "String", "segment_table": "String", "state": "String", "sys_id": "String", "wrap_up_configuration": {Object} } |
| segment.agent | Sys_id of the agent assigned to the interaction segment. Data type: String Table: User \[sys_user\] |
| segment.external | Flag that indicates whether the interaction segment is from an external system. Valid values: * true: The interaction segment is from an external system. * false: The interaction segment is internal. {#wrap-up-POST-segment-create__d3440e251} Data type: Boolean Default: false |
| segment.interaction | Sys_id of the interaction. Data type: String Table: Interaction \[interaction\] |
| segment.opened_on | The start date and time of the wrap-up period according to the external system. Data type: String |
| segment.segmented | Flag that indicates whether the wrap-up is segmented. Valid values: * true: The wrap-up is segmented into multiple parts. * false: The wrap-up is one complete segment. {#wrap-up-POST-segment-create__d3440e296} Data type: Boolean Default: false |
| segment.segment_id | Sys_id of the interaction segment. Data type: String |
| segment.segment_table | Name of the table containing the interaction segment. Data type: String |
| segment.state | State of the interaction segment. Interaction segments that the Wrap Up API creates successfully are in the open state. Data type: String |
| segment.sys_id | Sys_id of the wrap-up segment. Data type: String Table: Interaction Wrap Up Segment \[interaction_wrap_up_segment\] |
| segment.wrap_up_configuration | Object containing details about the wrap-up configuration used for the wrap-up segment. Data type: Object "wrap_up_configuration": { "allowed_codes": [Array], "default_code": {Object}, "enable_ai_code": Boolean, "enable_ai_notes": Boolean, "enable_codes": Boolean, "use_ai_as_default": Boolean, "use_third_party_ai": Boolean } |
| segment.wrap_up_configuration.allowed_codes | Array of objects each representing a wrap-up code the agent is allowed to use. Data type: Array "allowed_codes": [ { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } ] |
| segment.wrap_up_configuration.allowed_codes.active | Flag that indicates whether the wrap-up code is active. Valid values: * true: The wrap-up code is active. * false: The wrap-up code isn't active. {#wrap-up-POST-segment-create__ul_gfl_mbf_m2c} Data type: Boolean Default: true |
| segment.wrap_up_configuration.allowed_codes.code | Label of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.allowed_codes.description | Description of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.allowed_codes.external | Flag that indicates whether the wrap-up code is from an external system. Valid values: * true: The wrap-up code is from an external system. * false: The wrap-up code is internal. {#wrap-up-POST-segment-create__ul_hh5_pwl_3} Data type: Boolean |
| segment.wrap_up_configuration.allowed_codes.sys_id | Sys_id of the wrap-up code. Data type: String Table: Interaction Wrap Up Code \[interaction_wrap_up_code\] |
| segment.wrap_up_configuration.allowed_codes.translated_code | A translation of the wrap-up code label. Data type: String |
| segment.wrap_up_configuration.allowed_codes.translated_description | A translation of the wrap-up code description. Data type: String |
| segment.wrap_up_configuration.default_code | Object containing the wrap-up code to use as the default. Data type: Object "default_code": { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } |
| segment.wrap_up_configuration.default_code.active | Flag that indicates whether the wrap-up code is active. Valid values: * true: The wrap-up code is active. * false: The wrap-up code isn't active. {#wrap-up-POST-segment-create__d3440e182} Data type: Boolean Default: true |
| segment.wrap_up_configuration.default_code.code | Label of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.default_code.description | Description of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.default_code.external | Flag that indicates whether the wrap-up code is from an external system. Valid values: * true: The wrap-up code is from an external system. * false: The wrap-up code is internal. {#wrap-up-POST-segment-create__d3440e394} Data type: Boolean |
| segment.wrap_up_configuration.default_code.sys_id | Sys_id of the wrap-up code. Data type: String Table: Interaction Wrap Up Code \[interaction_wrap_up_code\] |
| segment.wrap_up_configuration.default_code.translated_code | A translation of the wrap-up code label. Data type: String |
| segment.wrap_up_configuration.default_code.translated_description | A translation of the wrap-up code description. Data type: String |
| segment.wrap_up_configuration.enable_ai_code | Flag that indicates whether AI code generation is enabled for this configuration. Valid values: * true: AI code generation is enabled for this configuration. * false: AI code generation is not enabled for this configuration. {#wrap-up-POST-segment-create__d3440e593} Data type: Boolean |
| segment.wrap_up_configuration.enable_ai_notes | Flag that indicates whether AI notes generation is enabled for this configuration. Valid values: * true: AI notes generation is enabled for this configuration. * false: AI notes generation is not enabled for this configuration. {#wrap-up-POST-segment-create__d3440e614} Data type: Boolean |
| segment.wrap_up_configuration.enable_codes | Flag that indicates whether the agent must select a wrap-up code. Valid values: * true: Agent must select a wrap-up code. * false: Agent isn't required to select a wrap-up code. {#wrap-up-POST-segment-create__d3440e228} Data type: Boolean Default: false |
| segment.wrap_up_configuration.use_ai_as_default | Flag that indicates whether AI code is automatically set as the default wrap-up code for this configuration. Valid values: * true: AI code is automatically set as the default wrap-up code. * false: AI code is not automatically set as the default wrap-up code. {#wrap-up-POST-segment-create__d3440e635} Data type: Boolean |
| segment.wrap_up_configuration.use_third_party_ai | Flag that indicates if the AI content source is from a third-party external system. Valid values: * true: AI content source is from a third-party external system. * false: Now Assist is the AI content source. {#wrap-up-POST-segment-create__ul_hzf_qxl_v3c} Data type: Boolean |
| success | Flag that indicates whether the API request was successfully processed. Valid values: * true: The API request was successful. * false: The API request failed. {#wrap-up-POST-segment-create__ul_mdm_tff_m2c} Data type: Boolean |
| sys_id | Sys_id of the wrap-up segment. Data type: String Table: Interaction Wrap Up Segment \[interaction_wrap_up_segment\] |
[ ]
### cURL request
This example opens a wrap-up segment for an interaction.
curl --request POST \
--url 'https://instance.servicenow.com/api/now/wrapup/segment/create' \
--header 'Accept: application/json' \
--header 'Content-Type: application/json' \
--user 'username:password' \
--data '{
"agent_sys_id": "123412345678567890ab90abcdefcdef",
"interaction_sys_id": "213412345678567890ab90abcdefcdef",
"external": true,
"external_segment_id": "EXT-SEG-001",
"ai_wrap_up_code": "Billing Issue",
"ai_notes": "Customer called about an incorrect charge on their invoice.",
"configuration": {
"enable_codes": true,
"enable_ai_code": true,
"enable_ai_notes": true,
"use_ai_as_default": true,
"allowed_codes": [{"code": "Billing Issue"}, {"code": "Store Issue"}],
"default_code": "Billing Issue"
}
}'
--user 'username':'password'
Response body.
{
"success": true,
"message": "Wrap-up segment created successfully.",
"sys_id": "abcd1234abcd1234abcd1234abcd1234",
"segment": {
"agent": "123412345678567890ab90abcdefcdef",
"external": true,
"interaction": "213412345678567890ab90abcdefcdef",
"state": "open",
"sys_id": "abcd1234abcd1234abcd1234abcd1234",
"wrap_up_configuration": {
"enable_codes": true,
"enable_ai_code": true,
"enable_ai_notes": true,
"use_ai_as_default": true,
"allowed_codes": [...],
"default_code": {...}
}
}
}
### cURL request {#wrap-up-POST-segment-create__example_hbt_lvm_v3c}
This example opens a wrap-up segment configured for AI recommendations.
curl --request POST \
--url 'https://instance.servicenow.com/api/now/wrapup/segment/create' \
--header 'Accept: application/json' \
--header 'Content-Type: application/json' \
--user 'username:password' \
--data '{
"agent_sys_id": "123412345678567890ab90abcdefcdef",
"interaction_sys_id": "213412345678567890ab90abcdefcdef",
"external": true,
"external_segment_id": "EXT-SEG-001",
"ai_wrap_up_code": "Billing Issue",
"ai_notes": "Customer called about an incorrect charge on their invoice.",
"configuration": {
"enable_codes": true,
"enable_ai_code": true,
"enable_ai_notes": true,
"use_ai_as_default": true,
"allowed_codes": [{"code": "Billing Issue"}, {"code": "Store Issue"}],
"default_code": "Billing Issue"
}
}'
Response body.
{
"success": true,
"message": "Wrap-up segment created successfully.",
"sys_id": "abcd1234abcd1234abcd1234abcd1234",
"segment": {
"agent": "123412345678567890ab90abcdefcdef",
"external": true,
"interaction": "213412345678567890ab90abcdefcdef",
"state": "open",
"sys_id": "abcd1234abcd1234abcd1234abcd1234",
"wrap_up_configuration": {
"enable_codes": true,
"enable_ai_code": true,
"enable_ai_notes": true,
"use_ai_as_default": true,
"allowed_codes": [...],
"default_code": {...}
}
}
}
## Wrap Up - PUT /now/wrapup/segment/update {#ariaid-title7}
Updates and closes a wrap-up segment for an interaction.
### URL format
Versioned URL: /api/now/{api_version}/wrapup/segment/update
Default URL: /api/now/wrapup/segment/update
### Supported request parameters
{#wrap-up-PUT-segment-update__entry__2}{#wrap-up-PUT-segment-update__version-not_optional-RESTAPI}
| Name | Description |
|-|-|
| api_version | Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest. Data type: String |
[Table 31. Path parameters]
{#wrap-up-PUT-segment-update__entry__6}
| Name | Description |
|-|-|
| agent_sys_id | Sys_id of the agent assigned to the interaction. Required along with interaction_sys_id if neither segment_sys_id nor external_segment_id are provided. Data type: String Table: User \[sys_user\] |
| external_segment_id | Identifier representing the interaction segment on the external system. Used to identify the wrap-up segment to update if segment_sys_id isn't provided. |
| interaction_sys_id | Sys_id of the interaction. Required along with agent_sys_id if neither segment_sys_id nor external_segment_id are provided. Data type: String Table: Interaction \[interaction\] |
| segment_sys_id | Sys_id of the wrap-up segment. Data type: String Table: Interaction Wrap Up Segment \[interaction_wrap_up_segment\] |
[Table 32. Query parameters]
{#wrap-up-PUT-segment-update__entry__16}
| Name | Description |
|-|-|
| confirmed_on | The end date and time of the wrap-up period according to the external system. Data type: String |
| notes | Additional notes added to the wrap-up by the agent. Data type: String |
| wrap_up_code | Label of the wrap-up code selected by the agent. If the agent doesn't select a code, the configured default code is used. Data type: String Table: Interaction Wrap Up Code \[interaction_wrap_up_code\] Field: Code |
[Table 33. Request body parameters (XML or JSON)]
### Headers
The following request and response headers apply to this HTTP
action only, or apply to this action in a distinct way. For a list of general headers used
in the REST API, see [Supported REST API headers](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other.").
{#wrap-up-PUT-segment-update__table_ubl_j1f_42c__entry__2}{#wrap-up-PUT-segment-update__accept-RESTAPI}{#wrap-up-PUT-segment-update__content_type-RESTAPI}
| Header | Description |
|-|-|
| Accept | Data format of the response body. Supported types: application/json or application/xml. Default: application/json |
| Content-Type | Data format of the request body. Supported types: application/json or application/xml. Default: application/json |
[Table 34. Request headers]
{#wrap-up-PUT-segment-update__table_ubl_j1f_42c} {#wrap-up-PUT-segment-update__entry__30}
| Header | Description |
|-|-|
| None | |
[Table 35. Response headers]
### Status codes
The following status codes apply to this HTTP action. For a
list of possible status codes used in the REST API, see [REST API HTTP response
codes](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other.").
{#wrap-up-PUT-segment-update__table_ktx_5y2_42c__entry__2}{#wrap-up-PUT-segment-update__entry-200-status-code}{#wrap-up-PUT-segment-update__entry-400-status-code}{#wrap-up-PUT-segment-update__entry-401-status-code}{#wrap-up-PUT-segment-update__entry-500-status-code}
| Status code | Description |
|-|-|
| 200 | Successful. The request was successfully processed. |
| 400 | Bad Request. A bad request type or malformed request was detected. |
| 401 | Unauthorized. The user credentials are incorrect or have not been passed. |
| 500 | Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error. |
[Table 36. Status codes]
{#wrap-up-PUT-segment-update__table_ktx_5y2_42c}
### Response body parameters (JSON or XML)
{#wrap-up-PUT-segment-update__table_xpr_b42_42c__entry__2}{#wrap-up-PUT-segment-update__segment-agent}{#wrap-up-PUT-segment-update__codes-code-desc-ph}{#wrap-up-PUT-segment-update__interaction-id}{#wrap-up-PUT-segment-update__d3440e202}{#wrap-up-PUT-segment-update__d3440e202}
| Name | Description |
|-|-|
| message | Message that describes the outcome of the API request. Data type: String |
| segment | Object containing data about the interaction and wrap-up segment. Data type: Object "segment": { "agent": "String", "awaiting_confirmation": Boolean, "code": {Object}, "confirmed_on": "String", "external": Boolean, "interaction": "String", "notes": "String", "opened_on": "String", "segmented": Boolean, "segment_id": "String", "segment_table": "String", "state": "String", "submitted_on": "String", "sys_id": "String", "wrap_up_configuration": {Object} } |
| segment.agent | Sys_id of the agent assigned to the interaction. Data type: String Table: User \[sys_user\] |
| segment.awaiting_confirmation | Flag that indicates whether the wrap-up segment submitted by the agent is awaiting confirmation that it was processed by the external CCaaS system. Valid values: * true: The wrap-up segment is awaiting confirmation. * false: The wrap-up segment was processed by the external system. {#wrap-up-PUT-segment-update__ul_jvz_fr2_42c} Data type: Boolean |
| segment.code | Object containing the wrap-up code selected by the agent. Data type: Object "code": { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } |
| segment.code.active | Flag that indicates whether the wrap-up code is active. Valid values: * true: The wrap-up code is active. * false: The wrap-up code isn't active. {#wrap-up-PUT-segment-update__ul_gfl_mbf_m2c} Data type: Boolean Default: true |
| segment.code.code | Label of the wrap-up code. Data type: String |
| segment.code.description | Description of the wrap-up code. Data type: String |
| segment.code.external | Flag that indicates whether the wrap-up code is from an external system. Valid values: * true: The wrap-up code is from an external system. * false: The wrap-up code is internal. {#wrap-up-PUT-segment-update__ul_hh5_pwl_3} Data type: Boolean |
| segment.code.sys_id | Sys_id of the wrap-up code. Data type: String Table: Interaction Wrap Up Code \[interaction_wrap_up_code\] |
| segment.code.translated_code | A translation of the wrap-up code label. Data type: String |
| segment.code.translated_description | A translation of the wrap-up code description. Data type: String |
| segment.confirmed_on | Date and time the submitted wrap-up segment is processed in the external CCaaS system. Data type: String |
| segment.external | Flag that indicates whether the interaction segment is from an external system. Valid values: * true: The interaction segment is from an external system. * false: The interaction segment is internal. {#wrap-up-PUT-segment-update__ul_hh5_pwl_m2c} Data type: Boolean Default: false |
| segment.interaction | Sys_id of the interaction. Data type: String Table: Interaction \[interaction\] |
| segment.notes | Additional notes added to the wrap-up by the agent. Data type: String |
| segment.opened_on | The start date and time of the wrap-up period according to the external system. Data type: String |
| segment.segmented | Flag that indicates whether the wrap-up is segmented. Valid values: * true: The wrap-up is segmented into multiple parts. * false: The wrap-up is one complete segment. {#wrap-up-PUT-segment-update__ul_hpy_wxl_m2c} Data type: Boolean Default: false |
| segment.segment_id | Sys_id of the interaction segment. Data type: String |
| segment.segment_table | Name of the table containing the interaction segment. Data type: String |
| segment.state | State of the interaction segment. Interaction segments that this endpoint updates successfully are in the closed state. Data type: String |
| segment.submitted_on | Date and time the agent submitted the wrap-up segment. Data type: String |
| segment.sys_id | Sys_id of the wrap-up segment. Data type: String Table: Interaction Wrap Up Segment \[interaction_wrap_up_segment\] |
| segment.wrap_up_configuration | Object containing details about the wrap-up configuration used for the wrap-up segment. Data type: Object "wrap_up_configuration": { "allowed_codes": [Array], "default_code": {Object}, "enable_codes": Boolean } |
| segment.wrap_up_configuration.allowed_codes | Array of objects each representing a wrap-up code the agent is allowed to use. Data type: Array "allowed_codes": [ { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } ] |
| segment.wrap_up_configuration.allowed_codes.active | Flag that indicates whether the wrap-up code is active. Valid values: * true: The wrap-up code is active. * false: The wrap-up code isn't active. {#wrap-up-PUT-segment-update__d3440e182} Data type: Boolean Default: true |
| segment.wrap_up_configuration.allowed_codes.code | Label of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.allowed_codes.description | Description of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.allowed_codes.external | Flag that indicates whether the wrap-up code is from an external system. Valid values: * true: The wrap-up code is from an external system. * false: The wrap-up code is internal. {#wrap-up-PUT-segment-update__d3440e394} Data type: Boolean |
| segment.wrap_up_configuration.allowed_codes.sys_id | Sys_id of the wrap-up code. Data type: String Table: Interaction Wrap Up Code \[interaction_wrap_up_code\] |
| segment.wrap_up_configuration.allowed_codes.translated_code | A translation of the wrap-up code label. Data type: String |
| segment.wrap_up_configuration.allowed_codes.translated_description | A translation of the wrap-up code description. Data type: String |
| segment.wrap_up_configuration.default_code | Object containing the wrap-up code to use as the default. Data type: Object "default_code": { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } |
| segment.wrap_up_configuration.default_code.active | Flag that indicates whether the wrap-up code is active. Valid values: * true: The wrap-up code is active. * false: The wrap-up code isn't active. {#wrap-up-PUT-segment-update__d3440e182} Data type: Boolean Default: true |
| segment.wrap_up_configuration.default_code.code | Label of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.default_code.description | Description of the wrap-up code. Data type: String |
| segment.wrap_up_configuration.default_code.external | Flag that indicates whether the wrap-up code is from an external system. Valid values: * true: The wrap-up code is from an external system. * false: The wrap-up code is internal. {#wrap-up-PUT-segment-update__d3440e394} Data type: Boolean |
| segment.wrap_up_configuration.default_code.sys_id | Sys_id of the wrap-up code. Data type: String Table: Interaction Wrap Up Code \[interaction_wrap_up_code\] |
| segment.wrap_up_configuration.default_code.translated_code | A translation of the wrap-up code label. Data type: String |
| segment.wrap_up_configuration.default_code.translated_description | A translation of the wrap-up code description. Data type: String |
| segment.wrap_up_configuration.enable_codes | Flag that indicates whether the agent must select a wrap-up code. Valid values: * true: Agent must select a wrap-up code. * false: Agent isn't required to select a wrap-up code. {#wrap-up-PUT-segment-update__ul_s3z_45r_m2c} Data type: Boolean Default: false |
| success | Flag that indicates whether the API request was successfully processed. Valid values: * true: The API request was successful. * false: The API request failed. {#wrap-up-PUT-segment-update__ul_mdm_tff_m2c} Data type: Boolean |
| sys_id | Sys_id of the wrap-up segment. Data type: String Table: Interaction Wrap Up Segment \[interaction_wrap_up_segment\] |
[ ]
{#wrap-up-PUT-segment-update__table_xpr_b42_42c}
### cURL request
This example updates and closes a wrap-up segment for an interaction.
curl "https://instance.service-now.com/api/now/v1/wrapup/segment/update?segment_sys_id=98769876543254321fed1fedcba0cba0&agent_sys_id=123412345678567890ab90abcdefcdef&interaction_sys_id=213412345678567890ab90abcdefcde" \
--request PUT \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{
\"wrap_up_code\": \"Billing Issue\",
\"notes\": \"Customer's credit card expired. Had to switch to another one.\",
\"confirmed_on\": \"2024-09-16 18:52:01\"
}" \
--user 'username':'password'
Response body.
{
"success": true,
"message": "Wrap-up segment updated successfully.",
"sys_id": "98769876543254321fed1fedcba0cba0",
"segment": {
"agent": "123412345678567890ab90abcdefcdef",
"segment_table": "sn_openframe_phone_log",
"segment_id": "dgajbcef12345678defdbxef123435678",
"external": true,
"interaction": "213412345678567890ab90abcdefcdef",
"state": "closed",
"wrap_up_configuration": {
"enable_codes": true,
"allowed_codes": [
{
"code": "Billing Issue",
"description": "",
"active": true,
"external": true,
"sys_id": "49c27b679f201210c89656effa0a1cd7",
"translated_code": "Abrechnungsproblem",
"translated_description": ""
},
{
"code": "Store Issue",
"description": "",
"active": true,
"external": true,
"sys_id": "54327b679f201210c89656effa0a1cd7",
"translated_code": " Einkaufsproblem",
"translated_description": ""
}
],
"default_code": {
"code": "Billing Issue",
"description": "",
"active": true,
"external": true,
"sys_id": "49c27b679f201210c89656effa0a1cd7",
"translated_code": "Abrechnungsproblem",
"translated_description": ""
}
},
"code": {
"code": "Billing Issue",
"description": "",
"active": true,
"external": true,
"sys_id": "49c27b679f201210c89656effa0a1cd7",
"translated_code": "Abrechnungsproblem",
"translated_description": ""
},
"notes": "Customer's credit card expired. Had to switch to another one.",
"segmented": true,
"sys_id": "dgajbcef12345678defdbxef123435678",
"opened_on": "2024-09-16 17:52:01",
"submitted_on": "2024-09-16 18:51:59",
"confirmed_on": "2024-09-16 18:52:01",
"awaiting_confirmation": false
}
}
## Wrap Up - PUT /now/wrapup/segment/update/ai {#ariaid-title8}
Updates an existing open wrap-up segment with AI-recommended wrap-up codes and notes.
This endpoint is intended for external CCaaS systems that generate AI content independently and push it into the ServiceNow platform after segment creation. The use_third_party_ai property must be true on the wrap-up configuration.
If the enable_ai_code or enable_ai_notes is false in the configuration, the corresponding AI fields are saved, even if they're included in the request payload.
The ai_code_defined_at and ai_notes_defined_at timestamps are automatically set at the time of storage.
AI wrap-up recommendations
: AI wrap-up recommendations can come from two sources:{#wrap-up-PUT-segment-update-ai__ai-wrap-up-intro}
* Internal (Now Assist): When use_third_party_ai is false, a business rule triggers automatically after segment creation to call the CSM API and populate ai_wrap_up_code and ai_notes.
* External (third-party / CCaaS): When use_third_party_ai is true, the external system pushes AI data via the new PUT /api/now/wrapup/segment/update/ai endpoint.
{#wrap-up-PUT-segment-update-ai__ai-sources-list}
Use cases
:
* Reduce agent handle time by providing wrap-up codes and notes with AI suggestions.
* Enable CCaaS platforms to push AI-generated content into ServiceNow AI Platform after an interaction ends.
* Give supervisors cleaner, more consistent wrap-up data for reporting and analytics.
{#wrap-up-PUT-segment-update-ai__ai-use-cases-list}
Endpoint call order for an AI-assisted wrap-up flow
:
1. POST /api/now/wrapup/segment/create --- Open a segment or pass ai_wrap_up_code / ai_notes and AI config flags.
2. PUT /api/now/wrapup/segment/update/ai --- (External AI only) Push AI recommendations onto the open segment.
3. PUT /api/now/wrapup/segment/update --- Agent finalizes and closes the segment.
4. GET /api/now/wrapup/segment/{segment_id} --- Retrieve segment including stored AI fields.
{#wrap-up-PUT-segment-update-ai__ai-endpoint-order-list}
### URL format {#wrap-up-PUT-segment-update-ai__section_uvv_qqx_53c}
Versioned URL: /api/now/{api_version}/wrapup/segment/update/ai
Default URL: /api/now/wrapup/segment/update/ai
### Supported request parameters
{#wrap-up-PUT-segment-update-ai__entry__2}{#wrap-up-PUT-segment-update-ai__version-not_optional-RESTAPI}
| Name | Description |
|-|-|
| api_version | Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest. Data type: String |
[Table 37. Path parameters]
{#wrap-up-PUT-segment-update-ai__entry__6}
| Name | Description |
|-|-|
| None | |
[Table 38. Query parameters]
{#wrap-up-PUT-segment-update-ai__entry__10}
| Name | Description |
|-|-|
| agent_sys_id | Sys_id of the agent assigned to the interaction. Required with interaction_sys_id if neither segment_sys_id nor external_segment_id are provided. Data type: String Table: User \[sys_user\] |
| ai_wrap_up_code | AI-recommended wrap-up code label. Stored only if the enable_ai_code property is true in the configuration.[Wrap Up - POST /now/wrapup/segment/create](https://servicenow-prod.fluidtopics.net/KqCxO9IlPnZjrMxSDQDd2Q#wrap-up-POST-segment-create "Opens a wrap-up segment for an interaction.") Data type: String |
| ai_notes | AI-generated notes. . Stored only if enable_ai_notes is true on the configuration.[Wrap Up - POST /now/wrapup/segment/create](https://servicenow-prod.fluidtopics.net/KqCxO9IlPnZjrMxSDQDd2Q#wrap-up-POST-segment-create "Opens a wrap-up segment for an interaction.") Max length: 4000 characters Data type: String |
| interaction_sys_id | Sys_id of the interaction. Required with agent_sys_id if neither segment_sys_id nor external_segment_id are provided. Data type: String Table: Interaction \[interaction\] |
| segment_sys_id | Sys_id of the wrap-up segment. Data type: String Table: Interaction Wrap Up Segment \[interaction_wrap_up_segment\] |
[Table 39. Request body parameters (XML or JSON)]
### Headers
The following request and response headers apply to this HTTP
action only, or apply to this action in a distinct way. For a list of general headers used
in the REST API, see [Supported REST API headers](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other.").
{#wrap-up-PUT-segment-update-ai__table_ubl_j1f_42c__entry__2}{#wrap-up-PUT-segment-update-ai__accept-RESTAPI}{#wrap-up-PUT-segment-update-ai__content_type-RESTAPI}
| Header | Description |
|-|-|
| Accept | Data format of the response body. Supported types: application/json or application/xml. Default: application/json |
| Content-Type | Data format of the request body. Supported types: application/json or application/xml. Default: application/json |
[Table 40. Request headers]
{#wrap-up-PUT-segment-update-ai__table_ubl_j1f_42c} {#wrap-up-PUT-segment-update-ai__entry__28}
| Header | Description |
|-|-|
| None | |
[Table 41. Response headers]
### Status codes
The following status codes apply to this HTTP action. For a
list of possible status codes used in the REST API, see [REST API HTTP response
codes](https://servicenow-prod.fluidtopics.net/qh7RcF0RI6a~i9u3octdlg "REST (REpresentational State Transfer) is a simple stateless architecture that provides standards between computer systems on the web, making it easier for them to communicate with each other.").
{#wrap-up-PUT-segment-update-ai__table_ktx_5y2_42c__entry__2}{#wrap-up-PUT-segment-update-ai__entry-200-status-code}{#wrap-up-PUT-segment-update-ai__entry-400-status-code}{#wrap-up-PUT-segment-update-ai__entry-401-status-code}{#wrap-up-PUT-segment-update-ai__entry-500-status-code}
| Status code | Description |
|-|-|
| 200 | Successful. The request was successfully processed. |
| 400 | Bad Request. A bad request type or malformed request was detected. |
| 401 | Unauthorized. The user credentials are incorrect or have not been passed. |
| 500 | Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error. |
[Table 42. Status codes]
{#wrap-up-PUT-segment-update-ai__table_ktx_5y2_42c}
### Response body parameters (JSON or XML)
{#wrap-up-PUT-segment-update-ai__table_xpr_b42_42c__entry__2}{#wrap-up-PUT-segment-update-ai__segment-agent}{#wrap-up-PUT-segment-update-ai__interaction-id}
| Name | Description |
|-|-|
| message | Message that describes the outcome of the API request. Data type: String |
| segment | Object containing data about the interaction and wrap-up segment. Data type: Object "segment": { "agent": "String", "ai_code_defined_at": "String", "ai_notes": "String", "ai_notes_defined_at": "String", "ai_wrap_up_code": "String", "interaction": "String", "sys_id": "String" } |
| segment.agent | Sys_id of the agent assigned to the interaction. Data type: String Table: User \[sys_user\] |
| segment.ai_code_defined_at | Timestamp when AI code was stored. Format: Unix epoch milliseconds (e.g., "1752252703000") Data type: String |
| segment.ai_notes | AI-generated notes stored on the segment. Data type: String |
| segment.ai_notes_defined_at | Timestamp when AI notes were stored. Format: Unix epoch milliseconds Data type: String |
| segment.ai_wrap_up_code | AI-recommended code stored on the segment. Data type: String |
| segment.interaction | Sys_id of the interaction. Data type: String Table: Interaction \[interaction\] |
| segment.sys_id | Sys_id of the wrap-up segment. Data type: String Table: Interaction Wrap Up Segment \[interaction_wrap_up_segment\] |
| success | Flag that indicates whether the API request was successfully processed. Valid values: * true: The API request was successful. * false: The API request failed. {#wrap-up-PUT-segment-update-ai__ul_mdm_tff_m2c} Data type: Boolean |
[ ]
{#wrap-up-PUT-segment-update-ai__table_xpr_b42_42c}
### cURL request
This example updates and closes a wrap-up segment for an interaction.
curl --request PUT \
--url 'https://instance.servicenow.com/api/now/wrapup/segment/update/ai' \
--header 'Accept: application/json' \
--header 'Content-Type: application/json' \
--user 'username:password' \
--data '{
"segment_sys_id": "abcd1234abcd1234abcd1234abcd1234",
"agent_sys_id": "123412345678567890ab90abcdefcdef",
"interaction_sys_id": "213412345678567890ab90abcdefcdef",
"ai_wrap_up_code": "Plan Update",
"ai_notes": "Customer requested an upgrade to the Premium plan."
}' \
--user 'username':'password'
Response body.
{
"success": true,
"message": "AI wrap-up data updated successfully.",
"segment": {
"sys_id": "abcd1234abcd1234abcd1234abcd1234",
"agent": "123412345678567890ab90abcdefcdef",
"interaction": "213412345678567890ab90abcdefcdef",
"ai_wrap_up_code": "Plan Update",
"ai_notes": "Customer requested an upgrade to the Premium plan.",
"ai_code_defined_at": "1752252703000",
"ai_notes_defined_at": "1752252703000"
}
}