Comm100 Live Chat allows agents to add wrap-up comments and categorize chats after a conversation ends, helping your team track chat outcomes and analyze performance more effectively.

The Agent Wrap-Up form contains multiple fields that agents can use to comment on and categorize chats. Each wrap-up field can be configured as Visible, Required, or both, depending on your business needs.

Step-by-Step Instructions

1. Log in to your Comm100 Control Panel.
2. From the left navigation menu, go to Live Chat > Campaign > Agent Wrap-up.
   
3. Comm100 provides default system fields — Category and Comment. To add additional fields, click Add a Field.
   
4. On the Add a Field page, select an existing custom field or click New Field to create one. Then choose whether the field should be Visible, Required or both.
   
   
5. Click Save.

System Field — Category

System fields are pre-built fields provided by Comm100. Category is a system field that allows you to define wrap-up options using either Basic or Advanced modes. These options appear as wrap-up selections in the Agent Console.

Category field options are account based. Changing them in one campaign apply to all campaigns within the same account. 

1. To edit the Category (system) field using the Basic mode, do the following:
   1. On the Agent Wrap-up page, click the Edit icon for the Category field in the Operations column.
   2. On the Edit Field page, go to Field Options and select the Basic mode tab.
   3. Provide the field options in the text fields.
      These options appear as Category selections in the Wrap-Up tab of the Agent Console.
      
      
2. To edit the Category (system) field using Advanced mode, do the following:
   1. On the Agent Wrap-up page, click the Edit icon for the Category field in the Operations column.
   2. On the Edit Field page, go to Field Options and select the Advanced mode tab.
   3. Provide the field options in the text fields.
      These options appear as checkboxes in the Wrap-Up tab of the Agent Console, allowing agents to categorize chats more precisely.
      
      
3. Click Save.

The new settings take effect immediately. You do not need to re-paste the Live Chat code for the changes to apply. If you are currently logged in to the Agent Console, log out and back in for the updates to appear.