WrapUp Message

When an agent wants to tag full or portions of a conversation by attaching admin-defined categories (from the UI) to it, the Wrap Up message API is used.

1. Defining Wrap-ups in Unified Admin

Wrap-up categories and options are configured and managed by administrators in the Unified Admin portal ({UNIFIED_ADMIN_URL}).

• For step-by-step instructions on configuring wrap-up categories and reasons in Unified Admin, refer to:
  Add Wrap-ups

2. Fetching Wrap-ups (API Mechanism)

To display wrap-ups in the agent interface or custom integration, wrap-up categories and options are retrieved using the Unified Admin Forms API.

Base URL: {{UNIFIED_ADMIN_URL}}
Form ID: 62d07f4f0980a50a91210bef

Flow Summary

Wrap-ups are loaded in 2 steps:

1. Fetch Categories (Accordion / Group titles)

2. Fetch Options (Wrap-up codes inside each category)

3. (Optional) Search (Direct search across all wrap-ups)

Step 1: Get Categories

Fetches the list of categories.

• Endpoint: GET /forms/paginatedForm/62d07f4f0980a50a91210bef

• Query Parameters:

  level=categories
  sectionIndex=0
  attributeIndex=0
  page=1
  limit=5
  
  

• Response:

  JSON

  {
    "categories": [
      {
        "label": "Billing",
        "_categoryIndex": 0
      },
      {
        "label": "Support",
        "_categoryIndex": 1
      }
    ],
    "metadata": {
      "currentPage": 1,
      "totalPages": 2,
      "totalCategories": 6,
      "hasMore": true
    }
  }
  
  

Step 2: Get Options for a Category

Fetches the wrap-up codes for a specific category using its _categoryIndex.

• Endpoint: GET /forms/paginatedForm/62d07f4f0980a50a91210bef

• Query Parameters:

  level=options
  sectionIndex=0
  attributeIndex=0
  categoryIndex=0
  page=1
  limit=20
  
  

• Response:

  JSON

  {
    "options": [
      {
        "label": "Overcharge Query",
        "value": "Overcharge Query"
      },
      {
        "label": "Payment Received",
        "value": "Payment Received"
      }
    ],
    "metadata": {
      "currentPage": 1,
      "totalOptions": 15,
      "hasMore": false
    }
  }
  
  

Step 3: Search Wrap-ups (Optional)

Searches across all wrap-up codes by text query.

• Endpoint: GET /forms/wrapupSearch/62d07f4f0980a50a91210bef

• Query Parameters:

  q=payment
  sectionIndex=0
  attributeIndex=0
  page=1
  limit=20
  
  

• Response:

  JSON

  {
    "results": [
      {
        "categoryName": "Billing",
        "label": "Payment Received",
        "value": "Payment Received"
      }
    ],
    "metadata": {
      "currentPage": 1,
      "totalMatches": 1,
      "hasMore": false
    }
  }
  

Users can now add wrapups to the conversation as a wrapup message.

{
        "markdownText": " ",
            "type": "WRAPUP",
            "wrapups": [
            {
                "categoryName": "Category1",
                "value": "internet disconnectivity"
            },
            {
                "categoryName": "Category2",
                "value": "plan upgradation"
            }
           ],
        "note": "optional"

}