How to create wrap up templates

Wrap up templates are a great way to have Cal structure ticket summaries for internal notes at the end of a customer interaction.

How to create

You can create and manage wrap-up templates from the Wrap up templates page under Configure > Assist Setup.

1. Click ‘Create wrap up template’

2. Fill out the following fields:

   • Template title – the name that will appear in Copilot

   • Field name – a section title that will appear in the wrap-up summary

   • Description – guidance on the type of information Cal should include in that section

3. Click 'Add field' to include more sections in the template

4. Once finished, click 'Save template' (or 'Update template' if editing an existing one)

5. Clicking the three bullets next to a Wrap up template title will allow you to set a different template as ‘Make default’. The default template is the first one agents will see in the ‘Wrap up’ section in the copilot side pane

How to use

Once your Wrap up template is created, it will be visible in the Assembled app under ‘Wrap up’

When you click on the selected Wrap up template, Cal will draft a message that contains the fields as subheadings. You can then click ‘Move to internal note’ to move this wrap up summary to an internal note for posterity.