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 a wrap up template

You can create and manage wrap-up templates from the Wrap up templates page under AI Support > Copilot > Wrap up templates.

1. Click ‘Add template’

2. Set the Name of your Wrap up template

   

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

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

   • Field description  – guidance on the type of information Cal should include in that section. 

   • Field type - There are 3 options for the types of fields you can use

     • Generate field content automatically - Cal will generate notes based on your field description. If Cal doesn't have enough information to provide a complete note, the agent will be prompted to add more detail

     • Require agent to fill in manually - The agent will be asked to complete this field manually, without any Cal generated notes

     • Use ticket field data - This will pull the value from other Zendesk fields into the wrap up template. To learn more about this field, see the extra section below

4. Add a Selection filter if you want the wrap up template to only appear on certain tickets

5. Add a Macro action if you want the template to also perform additional Zendesk actions when used, based on your existing list of Zendesk Macros. 

   • Macro actions can trigger Zendesk updates - like adding tags, re-assigning the ticket, changing custom fields, etc. Internal notes or customer messages included in the Macro won't be triggered.

6. Add Additional instructions if you want to provide additional guidance for Cal that applies to all fields

   • This can be used to specify preferred formatting like "Always generate notes as bullet points" or "Keep all notes under 100 words"

7. Once finished, click 'Update'

8. When viewing your list of wrap up templates, you can re-arrange the list to change the order they are displayed in Assembled

Using "Use ticket field data"

If you want to include the value from another Zendesk field in your wrap up template, you can use the "Use ticket field data" option mentioned earlier.

When selected, you can reference any Zendesk field using the format: 

{{zendesk.ticket.custom_fields.<id>.value}}

The <id> section can be found in your Zendesk settings under Objects and Rules > Fields. Click on the field you want to reference, and the ID will be shown in the URL bar

In your wrap up template, you can pull the value from multiple Zendesk fields and include additional, static text.

For example:

The text "**Customer sentiment**: {{zendesk.ticket.custom_fields.12345678.value}}" will format as "Customer sentiment: Positive" in the final wrap up note.

How to use a wrap up template

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 and apply the actions of your linked macro (if applicable).