Wrap up email interactions

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Close email interactions with a wrap-up code to categorize the interaction outcome. Wrap-up codes support both AWA-routed and CCaaS-routed email interactions.

    Before you begin

    An administrator must configure internal wrap-up codes. See Wrap up email interactions.

    Role required: sn_customerservice_agent

    About this task

    In the following scenarios, the system assigns a wrap-up code automatically:

    • When a case is created from an interaction, the wrap-up code is auto-selected to Task Created and the interaction is closed complete.
    • When the wrap-up window times out, the default wrap-up code Issue resolved is auto-saved.
    • When the interaction automatically closes because the customer doesn’t respond, the wrap-up code is set to Closed due to customer inactivity.

    For more information, see Automatic wrap-up code assignment in Using Email Interaction for Customer Service Management.

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. Select the List icon ( List icon that displays the interactions.).
    3. In the Interactions section, select My Interactions.
    4. Open an email interaction.
    5. Select Close.
      The system auto-detects the routing source (AWA or CCaaS) and displays the wrap-up modal with internal wrap-up codes configured by the administrator. The interaction state iss updated to Wrap Up. Select the appropriate wrap-up code from the list.
    6. Select Submit and Close.

    Result

    • The email interaction is updated to Closed Complete state.
    • For AWA-routed interactions, the selected wrap-up code is saved in the wrap-up segment table.
    • For CCaaS-routed interactions, the selected wrap-up code is returned to CCaaS and synced back to the instance.