Comm100 Live Chat offers the ability for agents to attach Chat Wrap-Up comments, as well as categorize the chats to what you see fit for your business.

The Agent Wrap-Up form contains different fields that allow agents to categorize and comment on chats. Each wrap-up field can be set as Required or Visible or both based on your needs.

Step by Step Instructions

1. Log in to Comm100 Control Panel.
2. From the left navigation menu, go to Live Chat > Campaign > Agent Wrap-up.On the Agent Wrap-up page, Comm100 provides default system fields—Category and Comment. In case you want to add more fields, click Add a Field.
3. On the Add a Field page, choose the type of field you would like to add and set it as Visible or Required or both.
4. Click Save.

System Field—Category

System fields are pre-built fields from Comm100. The Category is a system field that allows you to add field options using Basic and Advanced modes. The created field options display as Live Chat wrap-up options in Agent Console. Category field options are account based. Changing them in one campaign affects all campaigns in an account. 

1. To edit the Category (system) field using the Basic mode, do the following:
   1. On the Operations column of the Agent Wrap-up page, click the Pencil icon against the Category field.
      The Edit Field page appears.
   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 field options appear on Agent Console's Wrap-up tab as the Category options.
      
2. To edit the Category (system) field using Advanced mode, do the following:
   1. On the Operations column, click the Pencil icon against the Category field.
   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 field options appear on Agent Console's Wrap-up tab as checkboxes. This helps you more accurately categorize each chat.
      
3. Click Save.
   
   

The new settings will take effect immediately. You need not re-paste the live chat code to make the change work. If you are logged in to the agent console, you will need to re-login for the changes to take effect.