This release enhances the Agent Wrap-up Category system field in Live Chat, giving you more flexibility to organize category options, capture detailed chat outcomes, and control how agents select them.

In Advanced mode, you can now create a hierarchy of up to four group levels plus a selectable category option. For example: Billing > Payment > Payment Issues > Credit Card Declined. Groups are used only to organize category options and cannot be selected by agents.

You can also use the new Allow agents to select multiple options setting to control whether agents can select one or multiple category options when completing Agent Wrap-up. This setting is available in both Basic mode and Advanced mode.

In the Agent Console, the Category field adapts to the configured mode and selection behavior. Advanced mode displays the category hierarchy, while multiple-selection mode allows agents to select more than one option. Chat Details, chat exports, the Wrap-up Survey report, and report exports also support the enhanced category hierarchy and multiple selected options.