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

1. Wrap up templates can be created under the Setup section of the Navigation side bar
2. Under ‘Create wrap up template’ you can set:
   • Template title: a name for the wrap up template that will appear in copilot
   • Field name: a section title that will appear within the wrap up template
   • Description: a description of the type of information you’d like Cal to aggregate into this section
   • Add field: allows you to add additional fields i.e. sections to the wrap up template
3. Once you’re finished, click ‘Save template’ or ‘Update template’ if editing an existing one
4. 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 when they hit ‘Wrap up ticket’ within the copilot side pane

   

How to use

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

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.