Wrap-up Fields: Organize items by Category, Custom Field, Status
Create labels (wrap-up fields) that can be used to organize items in a channel automatically according to rules or manually by an agent during wrap-up.
- At admin.bold360.com, choose the channel for which you want to create labels:
- Channels > Chat > Wrap-up Fields
- Channels > Email > Wrap-up Fields
- Channels > Messaging > Wrap-up Fields
- Along the left side of the page, choose the type of label to edit or create:
- Custom Field 1
- Custom Field 2
- Select an existing item or click Create New.
- Name the label.
- Save your changes.
The labels are ready for use:
- An agent can use the wrap-up form to manually assign a label to a chat, email, or message
- An administrator can create rules to automatically assign a label to a chat, email, or message