REST API reference › API reference › API implementation and reference

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Wrap Up API

Provides endpoints for managing wrap-up functionality for external Contact Center as a Service (CCaaS) systems or ServiceNow AI Platform workspaces.

This API requires the Interactions Management (com.glide.interaction.awa) plugin. To call this API, you must have the interaction_integration_user role.

When agents close an interaction, the wrap-up feature enables them to enter closing details and wrap-up codes for future reference. For more information about wrap-up functionality, see Wrap up overview.

To use this API for segmented wrap-up of interactions from external systems, you must implement the InteractionSegment scripted extension point to create and retrieve segment records in your chosen table. If you're using OpenFrame, the extension point has an existing implementation to create and retrieve segment records in the Phone Log [sn_openframe_phone_log] table.

AI wrap-up recommendations

AI wrap-up recommendations can come from two sources:
- Internal (Now Assist): When use_third_party_ai is false, a business rule triggers automatically after segment creation to call the CSM API and populate ai_wrap_up_code and ai_notes.
- External (third-party / CCaaS): When use_third_party_ai is true, the external system pushes AI data via the new PUT /api/now/wrapup/segment/update/ai endpoint.
- Use cases
- Reduce agent handle time by providing wrap-up codes and notes with AI suggestions.
- Enable CCaaS platforms to push AI-generated content into ServiceNow AI Platform after an interaction ends.
- Give supervisors cleaner, more consistent wrap-up data for reporting and analytics.
- Endpoint call order for an AI-assisted wrap-up flow
- POST /api/now/wrapup/segment/create — Open a segment or pass ai_wrap_up_code / ai_notes and AI config flags.
- PUT /api/now/wrapup/segment/update/ai — (External AI only) Push AI recommendations onto the open segment.
- PUT /api/now/wrapup/segment/update — Agent finalizes and closes the segment.
- GET /api/now/wrapup/segment/{segment_id} — Retrieve segment including stored AI fields.

Parent Topic:REST API reference

Wrap Up - GET /now/wrapup/code/{code_id}

Retrieves details for a specified wrap-up code.

URL format

Versioned URL: /api/now/{api_version}/wrapup/code/{code_id}

Default URL: /api/now/wrapup/code/{code_id}

Supported request parameters

Name	Description
api\_version	Optional. Version of the endpoint to access. For example, `v1` or `v2`. Only specify this value to use an endpoint version other than the latest. Data type: String
code\_id	Sys\_id of the wrap-up code.Data type: String Table: Interaction Wrap Up Code \[interaction\_wrap\_up\_code\]

Name	Description
None

Name	Description
None

Headers

The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

Header	Description
None

Status codes

The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

Status code	Description
200	Successful. The request was successfully processed.
400	Bad Request. A bad request type or malformed request was detected.
401	Unauthorized. The user credentials are incorrect or have not been passed.
500	Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

Response body parameters (JSON or XML)

Name	Description
result	Object containing information about the API request and the wrap-up code.Data type: Object `"result": { "message": "String", "resultMap": {Object}, "success": Boolean }`
result.message	Message that describes the outcome of the API request.Data type: String
result.result\_map	Object containing the wrap-up code.Data type: Object `"result_map": { "wrap_up_code": {Object} }`
result.result\_map.wrap\_up\_code	Object with details about the wrap-up code.Data type: Object `"wrap_up_code": { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" }`
result.result\_map.wrap\_up\_code.active	Flag that indicates whether the wrap-up code is active.Valid values: - true: The wrap-up code is active. - false: The wrap-up code isn't active. Data type: Boolean Default: true
result.result\_map.wrap\_up\_code.code	Label of the wrap-up code.Data type: String
result.result\_map.wrap\_up\_code.description	Description of the wrap-up code.Data type: String
result.result\_map.wrap\_up\_code.external	Flag that indicates whether the wrap-up code is from an external system.Valid values: - true: The wrap-up code is from an external system. - false: The wrap-up code is internal. Data type: Boolean
result.result\_map.wrap\_up\_code.sys\_id	Sys\_id of the wrap-up code.Data type: String Table: Interaction Wrap Up Code \[interaction\_wrap\_up\_code\]
result.result\_map.wrap\_up\_code.translated\_code	A translation of the wrap-up code label. Data type: String
result.result\_map.wrap\_up\_code.translated\_description	A translation of the wrap-up code description.Data type: String
result.success	Flag that indicates whether the API request was successfully processed.Valid values: - true: The API request was successful. - false: The API request failed. Data type: Boolean

cURL request

This example retrieves details for a specified wrap-up code.

curl "https://instance.service-now.com/api/now/v1/wrapup/code/49c27b679f201210c89656effa0a1cd7" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'

Response body.

{
  "result": {
    "message": "Wrap up code found.",
    "result_map": {
      "wrap_up_code": {
        "code": "Billing Issue",
        "description": "A code for billing issues",
        "active": true,
        "external": true,
        "sys_id": "49c27b679f201210c89656effa0a1cd7",
        "translated_code": "Abrechnungsproblem",
        "translated_description": "Ein code für Abrechnungsprobleme"
      }
    },
    "success": true
  }
}

Wrap Up - GET /now/wrapup/segment/{segment_id}

Retrieves details for a specified wrap-up segment.

URL format

Versioned URL: /api/now/{api_version}/wrapup/segment/{segment_id}

Default URL: /api/now/wrapup/segment/{segment_id}

Supported request parameters

Name	Description
api\_version	Optional. Version of the endpoint to access. For example, `v1` or `v2`. Only specify this value to use an endpoint version other than the latest. Data type: String
segment\_id	Sys\_id of the wrap-up segment in the Interaction Wrap Up Segment \[interaction\_wrap\_up\_segment\] table, or identifier representing the interaction segment on the external system. Data type: String

Name	Description
None

Name	Description
None

Headers

The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

Header	Description
None

Status codes

The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

Status code	Description
200	Successful. The request was successfully processed.
400	Bad Request. A bad request type or malformed request was detected.
401	Unauthorized. The user credentials are incorrect or have not been passed.
500	Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

Response body parameters (JSON or XML)

Name	Description
message	Message that describes the outcome of the API request.Data type: String
segment	Object containing data about the interaction and wrap-up segment.Data type: Object `"segment": { "agent": "String", "ai_code_defined_at": "String", "ai_notes": "String", "ai_notes_defined_at": "String", "ai_wrap_up_code": "String", "awaiting_confirmation": Boolean, "confirmed_on": "String", "external": Boolean, "interaction": "String", "opened_on": "String", "segmented": Boolean, "segment_id": "String", "segment_table": "String", "state": "String", "submitted_on": "String", "sys_id": "String", "wrap_up_configuration": {Object} }`
segment.agent	Sys\_id of the agent assigned to the interaction.Data type: String Table: User \[sys\_user\]
segment.ai\_code\_defined\_at	Timestamp when AI code was stored.Format: Unix epoch milliseconds \(e.g., "1752252703000"\) Data type: String
segment.ai\_notes	AI-generated notes stored on the segment.Data type: String
segment.ai\_notes\_defined\_at	Timestamp when AI notes were stored.Format: Unix epoch milliseconds Data type: String
segment.ai\_wrap\_up\_code	AI-recommended code stored on the segment.Data type: String
segment.awaiting\_confirmation	Flag that indicates whether the wrap-up segment submitted by the agent is awaiting confirmation that it was processed by the external CCaaS system.Valid values: - true: The wrap-up segment is awaiting confirmation. - false: The wrap-up segment was processed by the external system. Data type: Boolean
segment.confirmed\_on	Date and time the submitted wrap-up segment is processed in the external CCaaS system.Data type: String
segment.external	Flag that indicates whether the interaction segment is from an external system.Valid values: - true: The interaction segment is from an external system. - false: The interaction segment is internal. Data type: Boolean Default: false
segment.interaction	Sys\_id of the interaction.Data type: String Table: Interaction \[interaction\]
segment.opened\_on	The start date and time of the wrap-up period according to the external system.Data type: String
segment.segmented	Flag that indicates whether the wrap-up is segmented.Valid values: - true: The wrap-up is segmented into multiple parts. - false: The wrap-up is one complete segment. Data type: Boolean Default: false
segment.segment\_id	Sys\_id of the interaction segment.Data type: String
segment.segment\_table	Name of the table containing the interaction segment.Data type: String
segment.state	State of the interaction segment.Data type: String
segment.submitted\_on	Date and time the agent submitted the wrap-up segment.Data type: String
segment.sys\_id	Sys\_id of the wrap-up segment.Data type: String Table: Interaction Wrap Up Segment \[interaction\_wrap\_up\_segment\]
segment.wrap\_up\_configuration	Object containing details about the wrap-up configuration used for the wrap-up segment.Data type: Object `"wrap_up_configuration": { "allowed_codes": [Array], "default_code": {Object}, "enable_ai_code": Boolean, "enable_ai_notes": Boolean, "enable_codes": Boolean, "use_ai_as_default": Boolean, "use_third_party_ai": Boolean }`
segment.wrap\_up\_configuration.allowed\_codes	Array of objects each representing a wrap-up code the agent is allowed to use.Data type: Array `"allowed_codes": [ { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } ]`
segment.wrap\_up\_configuration.allowed\_codes.active	Flag that indicates whether the wrap-up code is active.Valid values: - true: The wrap-up code is active. - false: The wrap-up code isn't active. Data type: Boolean Default: true
segment.wrap\_up\_configuration.allowed\_codes.code	Label of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.allowed\_codes.description	Description of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.allowed\_codes.external	Flag that indicates whether the wrap-up code is from an external system.Valid values: - true: The wrap-up code is from an external system. - false: The wrap-up code is internal. Data type: Boolean
segment.wrap\_up\_configuration.allowed\_codes.sys\_id	Sys\_id of the wrap-up code.Data type: String Table: Interaction Wrap Up Code \[interaction\_wrap\_up\_code\]
segment.wrap\_up\_configuration.allowed\_codes.translated\_code	A translation of the wrap-up code label. Data type: String
segment.wrap\_up\_configuration.allowed\_codes.translated\_description	A translation of the wrap-up code description.Data type: String
segment.wrap\_up\_configuration.default\_code	Object containing the wrap-up code to use as the default.Data type: Object `"default_code": { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" }`
segment.wrap\_up\_configuration.default\_code.active	Flag that indicates whether the wrap-up code is active.Valid values: - true: The wrap-up code is active. - false: The wrap-up code isn't active. Data type: Boolean Default: true
segment.wrap\_up\_configuration.default\_code.code	Label of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.default\_code.description	Description of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.default\_code.external	Flag that indicates whether the wrap-up code is from an external system.Valid values: - true: The wrap-up code is from an external system. - false: The wrap-up code is internal. Data type: Boolean
segment.wrap\_up\_configuration.default\_code.sys\_id	Sys\_id of the wrap-up code.Data type: String Table: Interaction Wrap Up Code \[interaction\_wrap\_up\_code\]
segment.wrap\_up\_configuration.default\_code.translated\_code	A translation of the wrap-up code label. Data type: String
segment.wrap\_up\_configuration.default\_code.translated\_description	A translation of the wrap-up code description.Data type: String
segment.wrap\_up\_configuration.enable\_ai\_code	Flag that indicates whether AI code generation is enabled for this configuration.Valid values: - true: AI code generation is enabled for this configuration. - false: AI code generation is not enabled for this configuration. Data type: Boolean
segment.wrap\_up\_configuration.enable\_ai\_notes	Flag that indicates whether AI notes generation is enabled for this configuration.Valid values: - true: AI notes generation is enabled for this configuration. - false: AI notes generation is not enabled for this configuration. Data type: Boolean
segment.wrap\_up\_configuration.enable\_codes	Flag that indicates whether the agent must select a wrap-up code.Valid values: - true: Agent must select a wrap-up code. - false: Agent isn't required to select a wrap-up code. Data type: Boolean Default: false
segment.wrap\_up\_configuration.use\_ai\_as\_default	Flag that indicates whether AI code is automatically set as the default wrap-up code for this configuration.Valid values: - true: AI code is automatically set as the default wrap-up code. - false: AI code is not automatically set as the default wrap-up code. Data type: Boolean
segment.wrap\_up\_configuration.use\_third\_party\_ai	Flag that indicates if the AI content source is from a third-party external system.Valid values: - true: AI content source is from a third-party external system. - false: Now Assist is the AI content source. Data type: Boolean
segment\_id	Sys\_id of the wrap-up segment.Data type: String Table: Interaction Wrap Up Segment \[interaction\_wrap\_up\_segment\]
success	Flag that indicates whether the API request was successfully processed.Valid values: - true: The API request was successful. - false: The API request failed. Data type: Boolean

cURL request

This example retrieves details for a specified wrap-up segment.

curl "https://instance.service-now.com/api/now/v1/wrapup/segment/dgajbcef12345678defdbxef123435678" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'

Response body.

{
  "success": true,
  "message": "Wrap up segment retrieved successfully.",
  "segment_id": "dgajbcef12345678defdbxef123435678",
  "segment": {
    "agent": "123412345678567890ab90abcdefcdef",
    "segment_table": "sn_openframe_phone_log",
    "segment_id": "dgajbcef12345678defdbxef123435678",
    "external": true,
    "interaction": "213412345678567890ab90abcdefcdef",
    "state": "closed",
    "wrap_up_configuration": {
      "enable_codes": true,
      "allowed_codes": [
        {
          "code": "Billing Issue",
          "description": "",
          "active": true,
          "external": true,
          "sys_id": "49c27b679f201210c89656effa0a1cd7",
          "translated_code": "Abrechnungsproblem",
          "translated_description": ""
        },
        {
          "code": "Store Issue",
          "description": "",
          "active": true,
          "external": true,
          "sys_id": "54327b679f201210c89656effa0a1cd7",
          "translated_code": " Einkaufsproblem",
          "translated_description": ""
        }
      ],
      "default_code": {
        "code": "Billing Issue",
        "description": "",
        "active": true,
        "external": true,
        "sys_id": "49c27b679f201210c89656effa0a1cd7",
        "translated_code": "Abrechnungsproblem",
        "translated_description": ""
      }
    },
    "segmented": true,
    "sys_id": "dgajbcef12345678defdbxef123435678",
    "opened_on": "2024-09-16 17:52:01",
    "submitted_on": "2024-09-16 18:51:59",
    "confirmed_on": "2024-09-16 18:52:01",
    "awaiting_confirmation": false
  }
}

This example retrieves details for a specified wrap-up segment configured for AI recommendations.

curl "https://instance.service-now.com/api/now/v1/wrapup/segment/abcd1234abcd1234abcd1234abcd1234" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'

Response body.

{
  "success": true,
  "message": "Segment retrieved.",
  "segment_id": "abcd1234abcd1234abcd1234abcd1234",
  "segment": {
    "agent": "123412345678567890ab90abcdefcdef",
    "state": "closed",
    "ai_wrap_up_code": "Billing Issue",
    "ai_notes": "Customer called about an incorrect charge.",
    "ai_code_defined_at": "1752252703000",
    "ai_notes_defined_at": "1752252703000",
    "wrap_up_configuration": {
      "enable_ai_code": true,
      "enable_ai_notes": true,
      "use_ai_as_default": true,
      "use_third_party_ai": false
    }
  }
}

Wrap Up - GET /now/wrapup/segment/agent/{agent_id}/interaction/{interaction_id}

Retrieves details for a wrap-up segment based on a specified agent and interaction.

URL format

Versioned URL: /api/now/{api_version}/wrapup/segment/agent/{agent_id}/interaction/{interaction_id}

Default URL: /api/now/wrapup/segment/agent/{agent_id}/interaction/{interaction_id}

Supported request parameters

Name	Description
api\_version	Optional. Version of the endpoint to access. For example, `v1` or `v2`. Only specify this value to use an endpoint version other than the latest. Data type: String
agent\_id	Sys\_id of the agent assigned to the interaction.Data type: String Table: User \[sys\_user\]
interaction\_id	Sys\_id of the interaction.Data type: String Table: Interaction \[interaction\]

Name	Description
None

Name	Description
None

Headers

The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json

Header	Description
None

Status codes

The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

Status code	Description
200	Successful. The request was successfully processed.
400	Bad Request. A bad request type or malformed request was detected.
401	Unauthorized. The user credentials are incorrect or have not been passed.
500	Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

Response body parameters (JSON or XML)

Name	Description
message	Message that describes the outcome of the API request.Data type: String
segment	Object containing data about the interaction and wrap-up segment.Data type: Object `"segment": { "agent": "String", "ai_code_defined_at": "String", "ai_notes": "String", "ai_notes_defined_at": "String", "ai_wrap_up_code": "String", "awaiting_confirmation": Boolean, "confirmed_on": "String", "external": Boolean, "interaction": "String", "opened_on": "String", "segmented": Boolean, "segment_id": "String", "segment_table": "String", "state": "String", "submitted_on": "String", "sys_id": "String", "wrap_up_configuration": {Object} }`
segment.agent	Sys\_id of the agent assigned to the interaction.Data type: String Table: User \[sys\_user\]
segment.agent	Sys\_id of the agent assigned to the interaction.Data type: String Table: User \[sys\_user\]
segment.ai\_code\_defined\_at	Timestamp when AI code was stored.Format: Unix epoch milliseconds \(e.g., "1752252703000"\) Data type: String
segment.ai\_notes	AI-generated notes stored on the segment.Data type: String
segment.ai\_notes\_defined\_at	Timestamp when AI notes were stored.Format: Unix epoch milliseconds Data type: String
segment.ai\_wrap\_up\_code	AI-recommended code stored on the segment.Data type: String
segment.awaiting\_confirmation	Flag that indicates whether the wrap-up segment submitted by the agent is awaiting confirmation that it was processed by the external CCaaS system.Valid values: - true: The wrap-up segment is awaiting confirmation. - false: The wrap-up segment was processed by the external system. Data type: Boolean
segment.confirmed\_on	Date and time the submitted wrap-up segment is processed in the external CCaaS system.Data type: String
segment.external	Flag that indicates whether the interaction segment is from an external system.Valid values: - true: The interaction segment is from an external system. - false: The interaction segment is internal. Data type: Boolean Default: false
segment.interaction	Sys\_id of the interaction.Data type: String Table: Interaction \[interaction\]
segment.opened\_on	The start date and time of the wrap-up period according to the external system.Data type: String
segment.segmented	Flag that indicates whether the wrap-up is segmented.Valid values: - true: The wrap-up is segmented into multiple parts. - false: The wrap-up is one complete segment. Data type: Boolean Default: false
segment.segment\_id	Sys\_id of the interaction segment.Data type: String
segment.segment\_table	Name of the table containing the interaction segment.Data type: String
segment.state	State of the interaction segment.Data type: String
segment.submitted\_on	Date and time the agent submitted the wrap-up segment.Data type: String
segment.sys\_id	Sys\_id of the wrap-up segment.Data type: String Table: Interaction Wrap Up Segment \[interaction\_wrap\_up\_segment\]
segment.wrap\_up\_configuration	Object containing details about the wrap-up configuration used for the wrap-up segment.Data type: Object `"wrap_up_configuration": { "allowed_codes": [Array], "default_code": {Object}, "enable_codes": Boolean }`
segment.wrap\_up\_configuration.allowed\_codes	Array of objects each representing a wrap-up code the agent is allowed to use.Data type: Array `"allowed_codes": [ { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } ]`
segment.wrap\_up\_configuration.allowed\_codes.active	Flag that indicates whether the wrap-up code is active.Valid values: - true: The wrap-up code is active. - false: The wrap-up code isn't active. Data type: Boolean Default: true
segment.wrap\_up\_configuration.allowed\_codes.code	Label of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.allowed\_codes.description	Description of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.allowed\_codes.external	Flag that indicates whether the wrap-up code is from an external system.Valid values: - true: The wrap-up code is from an external system. - false: The wrap-up code is internal. Data type: Boolean
segment.wrap\_up\_configuration.allowed\_codes.sys\_id	Sys\_id of the wrap-up code.Data type: String Table: Interaction Wrap Up Code \[interaction\_wrap\_up\_code\]
segment.wrap\_up\_configuration.allowed\_codes.translated\_code	A translation of the wrap-up code label. Data type: String
segment.wrap\_up\_configuration.allowed\_codes.translated\_description	A translation of the wrap-up code description.Data type: String
segment.wrap\_up\_configuration.default\_code	Object containing the wrap-up code to use as the default.Data type: Object `"default_code": { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" }`
segment.wrap\_up\_configuration.default\_code.active	Flag that indicates whether the wrap-up code is active.Valid values: - true: The wrap-up code is active. - false: The wrap-up code isn't active. Data type: Boolean Default: true
segment.wrap\_up\_configuration.default\_code.code	Label of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.default\_code.description	Description of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.default\_code.external	Flag that indicates whether the wrap-up code is from an external system.Valid values: - true: The wrap-up code is from an external system. - false: The wrap-up code is internal. Data type: Boolean
segment.wrap\_up\_configuration.default\_code.sys\_id	Sys\_id of the wrap-up code.Data type: String Table: Interaction Wrap Up Code \[interaction\_wrap\_up\_code\]
segment.wrap\_up\_configuration.default\_code.translated\_code	A translation of the wrap-up code label. Data type: String
segment.wrap\_up\_configuration.default\_code.translated\_description	A translation of the wrap-up code description.Data type: String
segment.wrap\_up\_configuration.enable\_ai\_code	Flag that indicates whether AI code generation is enabled for this configuration.Valid values: - true: AI code generation is enabled for this configuration. - false: AI code generation is not enabled for this configuration. Data type: Boolean
segment.wrap\_up\_configuration.enable\_ai\_notes	Flag that indicates whether AI notes generation is enabled for this configuration.Valid values: - true: AI notes generation is enabled for this configuration. - false: AI notes generation is not enabled for this configuration. Data type: Boolean
segment.wrap\_up\_configuration.enable\_codes	Flag that indicates whether the agent must select a wrap-up code.Valid values: - true: Agent must select a wrap-up code. - false: Agent isn't required to select a wrap-up code. Data type: Boolean Default: false
segment.wrap\_up\_configuration.use\_ai\_as\_default	Flag that indicates whether AI code is automatically set as the default wrap-up code for this configuration.Valid values: - true: AI code is automatically set as the default wrap-up code. - false: AI code is not automatically set as the default wrap-up code. Data type: Boolean
segment.wrap\_up\_configuration.use\_third\_party\_ai	Flag that indicates if the AI content source is from a third-party external system.Valid values: - true: AI content source is from a third-party external system. - false: Now Assist is the AI content source. Data type: Boolean
segment\_id	Sys\_id of the wrap-up segment.Data type: String Table: Interaction Wrap Up Segment \[interaction\_wrap\_up\_segment\]
success	Flag that indicates whether the API request was successfully processed.Valid values: - true: The API request was successful. - false: The API request failed. Data type: Boolean

cURL request

This example retrieves details for a wrap-up segment based on a specified agent and interaction.

curl "https://instance.service-now.com/api/now/v1/wrapup/segment/agent/123412345678567890ab90abcdefcdef/interaction/213412345678567890ab90abcdefcdef" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'

Response body.

{
  "success": true,
  "message": "Wrap up segment retrieved successfully.",
  "segment_id": "dgajbcef12345678defdbxef123435678",
  "segment": {
    "agent": "123412345678567890ab90abcdefcdef",
    "segment_table": "sn_openframe_phone_log",
    "segment_id": "dgajbcef12345678defdbxef123435678",
    "external": true,
    "interaction": "213412345678567890ab90abcdefcdef",
    "state": "closed",
    "wrap_up_configuration": {
      "enable_codes": true,
      "allowed_codes": [
        {
          "code": "Billing Issue",
          "description": "",
          "active": true,
          "external": true,
          "sys_id": "49c27b679f201210c89656effa0a1cd7",
          "translated_code": "Abrechnungsproblem",
          "translated_description": ""
        },
        {
          "code": "Store Issue",
          "description": "",
          "active": true,
          "external": true,
          "sys_id": "54327b679f201210c89656effa0a1cd7",
          "translated_code": " Einkaufsproblem",
          "translated_description": ""
        }
      ],
      "default_code": {
        "code": "Billing Issue",
        "description": "",
        "active": true,
        "external": true,
        "sys_id": "49c27b679f201210c89656effa0a1cd7",
        "translated_code": "Abrechnungsproblem",
        "translated_description": ""
      }
    },
    "segmented": true,
    "sys_id": "dgajbcef12345678defdbxef123435678",
    "opened_on": "2024-09-16 17:52:01",
    "submitted_on": "2024-09-16 18:51:59",
    "confirmed_on": "2024-09-16 18:52:01",
    "awaiting_confirmation": false
  }
}

cURL request

This example retrieves details for a wrap-up segment configured for AI recommendations.

curl "https://instance.service-now.com/api/now/v1/wrapup/segment/agent/987698761234123456xy12ghijklmnoqrst/interaction/879065432198432109xy34mnopqrstuv" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'

Response body.

{
  "success": true,
  "segment": {
    "ai_wrap_up_code": "Billing Issue",
    "ai_notes": "Customer called about incorrect charge.",
    "ai_code_defined_at": "1752252703000",
    "ai_notes_defined_at": "1752252703000",
    "wrap_up_configuration": {
      "enable_ai_code": true,
      "enable_ai_notes": true,
      "use_ai_as_default": true,
      "use_third_party_ai": false
    }
  }
}

Wrap Up - POST /now/wrapup/code

Creates or updates wrap-up codes.

Wrap-up codes are created in the Interaction Wrap Up Code [interaction_wrap_up_code] table.

URL format

Versioned URL: /api/now/{api_version}/wrapup/code

Default URL: /api/now/wrapup/code

Supported request parameters

Name	Description
api\_version	Optional. Version of the endpoint to access. For example, `v1` or `v2`. Only specify this value to use an endpoint version other than the latest. Data type: String

Name	Description
None

Name	Description
codes	Required. Array of objects each representing a wrap-up code.Data type: Array `"codes": [ { "active": Boolean, "code": "String", "description": "String", "translations": [Array] } ]`
codes.active	Flag that indicates whether the wrap-up code is active.Valid values: - true: The wrap-up code is active. - false: The wrap-up code isn't active. Data type: Boolean Default: true
codes.code	Required. Label of the wrap-up code.Data type: String
codes.description	Description of the wrap-up code.Data type: String
codes.translations	Array of objects each representing a translation of the wrap-up code.Data type: Array `"translations": [ { "code": "Abrechnungsproblem", "description": "Ein code für Abrechnungsprobleme", "language": "de" } ]`
codes.translations.code	A translation of the wrap-up code label (codes.code). Required if using the codes.translations parameter.Data type: String
codes.translations.description	A translation of the wrap-up code description (codes.description). Required if using the codes.translations parameter and a value was provided for codes.description.Data type: String
codes.translations.language	Two-letter code for the language used in the translation. Required if using the codes.translations parameter.Data type: String

Headers

The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json
Content-Type	Data format of the request body. Supported types: application/json or application/xml. Default: application/json

Header	Description
None

Status codes

The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

Status code	Description
200	Successful. The request was successfully processed.
207	Successful. Some wrap-up codes created successfully. Validation errors occurred while creating others.
400	Bad Request. A bad request type or malformed request was detected.
401	Unauthorized. The user credentials are incorrect or have not been passed.
500	Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

Response body parameters (JSON or XML)

Name	Description
result	Object containing information about the API request and the created wrap-up codes.Data type: Object `"result": { "message": "String", "resultMap": {Object}, "success": Boolean }`
result.message	Message that describes the outcome of the API request.Data type: String
result.result\_map	Object containing an array of created wrap-up codes.Data type: Object `"result_map": { "created_wrap_up_codes": [Array] }`
result.result\_map.created\_wrap\_up\_codes	Array of objects each representing a created wrap-up code.Data type: Array `"created_wrap_up_codes": [ { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } ]`
result.result\_map.created\_wrap\_up\_codes.active	Flag that indicates whether the wrap-up code is active.Valid values: - true: The wrap-up code is active. - false: The wrap-up code isn't active. Data type: Boolean Default: true
result.result\_map.created\_wrap\_up\_codes.code	Label of the wrap-up code.Data type: String
result.result\_map.created\_wrap\_up\_codes.description	Description of the wrap-up code.Data type: String
result.result\_map.created\_wrap\_up\_codes.external	Flag that indicates whether the wrap-up code is from an external system.Valid values: - true: The wrap-up code is from an external system. - false: The wrap-up code is internal. Data type: Boolean
result.result\_map.created\_wrap\_up\_codes.sys\_id	Sys\_id of the wrap-up code.Data type: String Table: Interaction Wrap Up Code \[interaction\_wrap\_up\_code\]
result.result\_map.created\_wrap\_up\_codes.translated\_code	A translation of the wrap-up code label. Data type: String
result.result\_map.created\_wrap\_up\_codes.translated\_description	A translation of the wrap-up code description.Data type: String
result.success	Flag that indicates whether the API request was successfully processed.Valid values: - true: The API request was successful. - false: The API request failed. Data type: Boolean

cURL request

This example creates a wrap-up code for billing issues with a translation in German.

curl "https://instance.service-now.com/api/now/v1/wrapup/code" \
--request POST \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{
  \"codes\": [
    {
      \"code\": \"Billing Issue\",
      \"description\": \"A code for billing issues\",
      \"translations\": [
        {
          \"language\": \"de\",
          \"code\": \"Abrechnungsproblem\",
          \"description\": \"Ein code für Abrechnungsprobleme\"
        }
      ]
    }
  ]
}" \
--user 'username':'password'

Response body.

{
  "result": {
    "message": "All wrap up codes created successfully.",
    "result_map": {
      "created_wrap_up_codes": [
        {
          "code": "Billing Issue",
          "description": "A code for billing issues",
          "active": true,
          "external": true,
          "sys_id": "49c27b679f201210c89656effa0a1cd7",
          "translated_code": "Abrechnungsproblem",
          "translated_description": "Ein code für Abrechnungsprobleme"
        }
      ]
    },
    "success": true
  }
}

Wrap Up - POST /now/wrapup/segment/create

Opens a wrap-up segment for an interaction.

Wrap-ups are created in the Interaction Wrap Up Segment [interaction_wrap_up_segment] table. Call this endpoint at the start of the wrap‑up period.

This endpoint supports AI-generated wrap‑up codes and notes directly in the request payload, and it saves the AI configuration flags on the wrap‑up configuration. If external is set to false and AI codes or notes are enabled on the configuration, a synchronous business rule runs after the segment is created. This endpoint calls the internal CSM (NowAssist) API and automatically fills in the AI fields. No extra action is required from the caller.

URL format

Versioned URL: /api/now/{api_version}/wrapup/segment/create

Default URL: /api/now/wrapup/segment/create

Supported request parameters

Name	Description
api\_version	Optional. Version of the endpoint to access. For example, `v1` or `v2`. Only specify this value to use an endpoint version other than the latest. Data type: String

Name	Description
None

Name	Description
agent\_sys\_id	Required. Sys\_id of the agent assigned to the interaction.Data type: String Table: User \[sys\_user\]
ai\_wrap\_up\_code	AI-suggested wrap-up code label. Populated automatically by Now Assist if the value of use_third_party_ai is `false` or the field is absent from configuration.See also: GET /now/wrapup/segment/{segment_id} PUT /api/now/wrapup/segment/update/ai Table: Interaction Wrap Up Segment [interaction_wrap_up_segment] Data type: String
ai\_notes	AI-generated notes.Maximum length: 4000 characters Table: Interaction Wrap Up Segment \[interaction\_wrap\_up\_segment\] Data type: String
configuration	Object containing the code and duration details for an external wrap-up. Required if external is `true`.Data type: Object `"configuration": { "allowed_codes": [Array], "default_code": "String", "duration": "String", "enable_codes": Boolean, "enable_ai_code": Boolean, "enable_ai_notes": Boolean, "show_timer": Boolean, "use_ai_as_default": Boolean }`
configuration.allowed\_codes	Array of objects each representing a wrap-up code the agent is allowed to use. Required if external and configuration.enable_codes are both `true`.Data type: Array `"allowed_codes": [ { "code": "String", "translation": {Object} } ]`
configuration.allowed\_codes.code	Label of the wrap-up code. Required if using the configuration.allowed_codes parameter.Data type: String
configuration.allowed\_codes.translation	A translation of the wrap-up code.Data type: Object `"translation": { "code": "String", "language": "String" }`
configuration.allowed\_codes.translation.code	A translation of the wrap-up code label. Data type: String
configuration.allowed\_codes.translation.language	Two-letter code for the language used in the translation.Data type: String
configuration.default\_code	Label of the wrap-up code to use as the default. Required if external and configuration.enable_codes are both `true`.Data type: String Table: Interaction Wrap Up Code [interaction_wrap_up_code] Field: Code
configuration.duration	Maximum allowed wrap-up duration. Must be used with show_timer.Data type: String Unit: Seconds Default: Empty string (No time limit).
configuration.enable\_codes	Flag that indicates whether the agent must select a wrap-up code.Valid values: - true: Agent must select a wrap-up code. - false: Agent isn't required to select a wrap-up code. Data type: Boolean Default: false
configuration.enable\_ai\_code	Flag that indicates whether AI code generation is enabled for this configuration.Valid values: - true: AI code generation is enabled for this configuration. - false: AI code generation is not enabled for this configuration. Table: Interaction Wrap Up Configuration \[interaction\_wrap\_up\_configuration\] Data type: Boolean Default: false
configuration.enable\_ai\_notes	Flag that indicates whether AI notes generation is enabled for this configuration.Valid values: - true: AI notes generation is enabled for this configuration. - false: AI notes generation is not enabled for this configuration. Table: Interaction Wrap Up Configuration \[interaction\_wrap\_up\_configuration\] Data type: Boolean Default: false
configuration.use\_ai\_as\_default	Flag that indicates whether AI code is automatically set as the default wrap-up code for this configuration.Valid values: - true: AI code is automatically set as the default wrap-up code. - false: AI code is not automatically set as the default wrap-up code. Table: Interaction Wrap Up Configuration \[interaction\_wrap\_up\_configuration\] Data type: Boolean Default: false
configuration.show\_timer	Required when using the duration property. Flag that indicates whether the timer displays.Valid values: - true: Timer displays in the UI. - false: Timer does not display in the UI. Data type: Boolean Default: false
external	Flag that indicates whether the interaction segment is from an external system.Valid values: - true: The interaction segment is from an external system. - false: The interaction segment is internal. Data type: Boolean Default: false
external\_segment\_id	Identifier representing the interaction segment on the external system. Required if external is `true`.Data type: String
interaction\_sys\_id	Required. Sys\_id of the interaction.Data type: String Table: Interaction \[interaction\]
opened\_on	The start date and time of the wrap-up period according to the external system. Required if using the configuration.duration parameter.Data type: String
segmented	Flag that indicates whether the wrap-up is segmented.Valid values: - true: The wrap-up is segmented into multiple parts. - false: The wrap-up is one complete segment. Data type: Boolean Default: false
segment\_id	Sys_id of the interaction segment. Required if external and segmented are both `true`.Note: You must implement the InteractionSegment scripted extension point to create and retrieve segment records in your chosen table or use the OpenFrame implementation to create and retrieve segment records in the Phone Log [sn_openframe_phone_log] table. Data type: String
segment\_table	Name of the table containing the interaction segment. Required if external and segmented are both `true`.Data type: String
wrap\_up\_configuration\_sys\_id	Sys_id of the wrap-up configuration to use. Required if external is `false`.Data type: String Table: Interaction Wrap Up Configuration [interaction_wrap_up_configuration]

Headers

The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json
Content-Type	Data format of the request body. Supported types: application/json or application/xml. Default: application/json

Header	Description
None

Status codes

The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

Status code	Description
200	Successful. The request was successfully processed.
400	Bad Request. A bad request type or malformed request was detected.
401	Unauthorized. The user credentials are incorrect or have not been passed.
500	Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

Response body parameters (JSON or XML)

Name	Description
message	Message that describes the outcome of the API request.Data type: String
segment	Object containing data about the interaction and wrap-up segment.Data type: Object `"segment": { "agent": "String", "external": Boolean, "interaction": "String", "opened_on": "String", "segmented": Boolean, "segment_id": "String", "segment_table": "String", "state": "String", "sys_id": "String", "wrap_up_configuration": {Object} }`
segment.agent	Sys\_id of the agent assigned to the interaction segment.Data type: String Table: User \[sys\_user\]
segment.external	Flag that indicates whether the interaction segment is from an external system.Valid values: - true: The interaction segment is from an external system. - false: The interaction segment is internal. Data type: Boolean Default: false
segment.interaction	Sys\_id of the interaction.Data type: String Table: Interaction \[interaction\]
segment.opened\_on	The start date and time of the wrap-up period according to the external system.Data type: String
segment.segmented	Flag that indicates whether the wrap-up is segmented.Valid values: - true: The wrap-up is segmented into multiple parts. - false: The wrap-up is one complete segment. Data type: Boolean Default: false
segment.segment\_id	Sys\_id of the interaction segment.Data type: String
segment.segment\_table	Name of the table containing the interaction segment.Data type: String
segment.state	State of the interaction segment. Interaction segments that the Wrap Up API creates successfully are in the open state.Data type: String
segment.sys\_id	Sys\_id of the wrap-up segment.Data type: String Table: Interaction Wrap Up Segment \[interaction\_wrap\_up\_segment\]
segment.wrap\_up\_configuration	Object containing details about the wrap-up configuration used for the wrap-up segment.Data type: Object `"wrap_up_configuration": { "allowed_codes": [Array], "default_code": {Object}, "enable_ai_code": Boolean, "enable_ai_notes": Boolean, "enable_codes": Boolean, "use_ai_as_default": Boolean, "use_third_party_ai": Boolean }`
segment.wrap\_up\_configuration.allowed\_codes	Array of objects each representing a wrap-up code the agent is allowed to use.Data type: Array `"allowed_codes": [ { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } ]`
segment.wrap\_up\_configuration.allowed\_codes.active	Flag that indicates whether the wrap-up code is active.Valid values: - true: The wrap-up code is active. - false: The wrap-up code isn't active. Data type: Boolean Default: true
segment.wrap\_up\_configuration.allowed\_codes.code	Label of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.allowed\_codes.description	Description of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.allowed\_codes.external	Flag that indicates whether the wrap-up code is from an external system.Valid values: - true: The wrap-up code is from an external system. - false: The wrap-up code is internal. Data type: Boolean
segment.wrap\_up\_configuration.allowed\_codes.sys\_id	Sys\_id of the wrap-up code.Data type: String Table: Interaction Wrap Up Code \[interaction\_wrap\_up\_code\]
segment.wrap\_up\_configuration.allowed\_codes.translated\_code	A translation of the wrap-up code label. Data type: String
segment.wrap\_up\_configuration.allowed\_codes.translated\_description	A translation of the wrap-up code description.Data type: String
segment.wrap\_up\_configuration.default\_code	Object containing the wrap-up code to use as the default.Data type: Object `"default_code": { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" }`
segment.wrap\_up\_configuration.default\_code.active	Flag that indicates whether the wrap-up code is active.Valid values: - true: The wrap-up code is active. - false: The wrap-up code isn't active. Data type: Boolean Default: true
segment.wrap\_up\_configuration.default\_code.code	Label of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.default\_code.description	Description of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.default\_code.external	Flag that indicates whether the wrap-up code is from an external system.Valid values: - true: The wrap-up code is from an external system. - false: The wrap-up code is internal. Data type: Boolean
segment.wrap\_up\_configuration.default\_code.sys\_id	Sys\_id of the wrap-up code.Data type: String Table: Interaction Wrap Up Code \[interaction\_wrap\_up\_code\]
segment.wrap\_up\_configuration.default\_code.translated\_code	A translation of the wrap-up code label. Data type: String
segment.wrap\_up\_configuration.default\_code.translated\_description	A translation of the wrap-up code description.Data type: String
segment.wrap\_up\_configuration.enable\_ai\_code	Flag that indicates whether AI code generation is enabled for this configuration.Valid values: - true: AI code generation is enabled for this configuration. - false: AI code generation is not enabled for this configuration. Data type: Boolean
segment.wrap\_up\_configuration.enable\_ai\_notes	Flag that indicates whether AI notes generation is enabled for this configuration.Valid values: - true: AI notes generation is enabled for this configuration. - false: AI notes generation is not enabled for this configuration. Data type: Boolean
segment.wrap\_up\_configuration.enable\_codes	Flag that indicates whether the agent must select a wrap-up code.Valid values: - true: Agent must select a wrap-up code. - false: Agent isn't required to select a wrap-up code. Data type: Boolean Default: false
segment.wrap\_up\_configuration.use\_ai\_as\_default	Flag that indicates whether AI code is automatically set as the default wrap-up code for this configuration.Valid values: - true: AI code is automatically set as the default wrap-up code. - false: AI code is not automatically set as the default wrap-up code. Data type: Boolean
segment.wrap\_up\_configuration.use\_third\_party\_ai	Flag that indicates if the AI content source is from a third-party external system.Valid values: - true: AI content source is from a third-party external system. - false: Now Assist is the AI content source. Data type: Boolean
success	Flag that indicates whether the API request was successfully processed.Valid values: - true: The API request was successful. - false: The API request failed. Data type: Boolean
sys\_id	Sys\_id of the wrap-up segment.Data type: String Table: Interaction Wrap Up Segment \[interaction\_wrap\_up\_segment\]

cURL request

This example opens a wrap-up segment for an interaction.

curl --request POST \
  --url 'https://instance.servicenow.com/api/now/wrapup/segment/create' \
  --header 'Accept: application/json' \
  --header 'Content-Type: application/json' \
  --user 'username:password' \
  --data '{
    "agent_sys_id": "123412345678567890ab90abcdefcdef",
    "interaction_sys_id": "213412345678567890ab90abcdefcdef",
    "external": true,
    "external_segment_id": "EXT-SEG-001",
    "ai_wrap_up_code": "Billing Issue",
    "ai_notes": "Customer called about an incorrect charge on their invoice.",
    "configuration": {
      "enable_codes": true,
      "enable_ai_code": true,
      "enable_ai_notes": true,
      "use_ai_as_default": true,
      "allowed_codes": [{"code": "Billing Issue"}, {"code": "Store Issue"}],
      "default_code": "Billing Issue"
    }
  }'

--user 'username':'password'

Response body.

{
  "success": true,
  "message": "Wrap-up segment created successfully.",
  "sys_id": "abcd1234abcd1234abcd1234abcd1234",
  "segment": {
    "agent": "123412345678567890ab90abcdefcdef",
    "external": true,
    "interaction": "213412345678567890ab90abcdefcdef",
    "state": "open",
    "sys_id": "abcd1234abcd1234abcd1234abcd1234",
    "wrap_up_configuration": {
      "enable_codes": true,
      "enable_ai_code": true,
      "enable_ai_notes": true,
      "use_ai_as_default": true,
      "allowed_codes": [...],
      "default_code": {...}
    }
  }
}

cURL request

This example opens a wrap-up segment configured for AI recommendations.

curl --request POST \
  --url 'https://instance.servicenow.com/api/now/wrapup/segment/create' \
  --header 'Accept: application/json' \
  --header 'Content-Type: application/json' \
  --user 'username:password' \
  --data '{
    "agent_sys_id": "123412345678567890ab90abcdefcdef",
    "interaction_sys_id": "213412345678567890ab90abcdefcdef",
    "external": true,
    "external_segment_id": "EXT-SEG-001",
    "ai_wrap_up_code": "Billing Issue",
    "ai_notes": "Customer called about an incorrect charge on their invoice.",
    "configuration": {
      "enable_codes": true,
      "enable_ai_code": true,
      "enable_ai_notes": true,
      "use_ai_as_default": true,
      "allowed_codes": [{"code": "Billing Issue"}, {"code": "Store Issue"}],
      "default_code": "Billing Issue"
    }
  }'

Response body.

{
  "success": true,
  "message": "Wrap-up segment created successfully.",
  "sys_id": "abcd1234abcd1234abcd1234abcd1234",
  "segment": {
    "agent": "123412345678567890ab90abcdefcdef",
    "external": true,
    "interaction": "213412345678567890ab90abcdefcdef",
    "state": "open",
    "sys_id": "abcd1234abcd1234abcd1234abcd1234",
    "wrap_up_configuration": {
      "enable_codes": true,
      "enable_ai_code": true,
      "enable_ai_notes": true,
      "use_ai_as_default": true,
      "allowed_codes": [...],
      "default_code": {...}
    }
  }
}

Wrap Up - PUT /now/wrapup/segment/update

Updates and closes a wrap-up segment for an interaction.

URL format

Versioned URL: /api/now/{api_version}/wrapup/segment/update

Default URL: /api/now/wrapup/segment/update

Supported request parameters

Name	Description
api\_version	Optional. Version of the endpoint to access. For example, `v1` or `v2`. Only specify this value to use an endpoint version other than the latest. Data type: String

Name	Description
agent\_sys\_id	Sys_id of the agent assigned to the interaction. Required along with interaction_sys_id if neither segment_sys_id nor external_segment_id are provided.Data type: String Table: User [sys_user]
external\_segment\_id	Identifier representing the interaction segment on the external system. Used to identify the wrap-up segment to update if segment_sys_id isn't provided.
interaction\_sys\_id	Sys_id of the interaction. Required along with agent_sys_id if neither segment_sys_id nor external_segment_id are provided.Data type: String Table: Interaction [interaction]
segment\_sys\_id	Sys\_id of the wrap-up segment.Data type: String Table: Interaction Wrap Up Segment \[interaction\_wrap\_up\_segment\]

Name	Description
confirmed\_on	The end date and time of the wrap-up period according to the external system.Data type: String
notes	Additional notes added to the wrap-up by the agent.Data type: String
wrap\_up\_code	Label of the wrap-up code selected by the agent. If the agent doesn't select a code, the configured default code is used.Data type: String Table: Interaction Wrap Up Code \[interaction\_wrap\_up\_code\] Field: Code

Headers

The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json
Content-Type	Data format of the request body. Supported types: application/json or application/xml. Default: application/json

Header	Description
None

Status codes

The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

Status code	Description
200	Successful. The request was successfully processed.
400	Bad Request. A bad request type or malformed request was detected.
401	Unauthorized. The user credentials are incorrect or have not been passed.
500	Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

Response body parameters (JSON or XML)

Name	Description
message	Message that describes the outcome of the API request.Data type: String
segment	Object containing data about the interaction and wrap-up segment.Data type: Object `"segment": { "agent": "String", "awaiting_confirmation": Boolean, "code": {Object}, "confirmed_on": "String", "external": Boolean, "interaction": "String", "notes": "String", "opened_on": "String", "segmented": Boolean, "segment_id": "String", "segment_table": "String", "state": "String", "submitted_on": "String", "sys_id": "String", "wrap_up_configuration": {Object} }`
segment.agent	Sys\_id of the agent assigned to the interaction.Data type: String Table: User \[sys\_user\]
segment.awaiting\_confirmation	Flag that indicates whether the wrap-up segment submitted by the agent is awaiting confirmation that it was processed by the external CCaaS system.Valid values: - true: The wrap-up segment is awaiting confirmation. - false: The wrap-up segment was processed by the external system. Data type: Boolean
segment.code	Object containing the wrap-up code selected by the agent.Data type: Object `"code": { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" }`
segment.code.active	Flag that indicates whether the wrap-up code is active.Valid values: - true: The wrap-up code is active. - false: The wrap-up code isn't active. Data type: Boolean Default: true
segment.code.code	Label of the wrap-up code.Data type: String
segment.code.description	Description of the wrap-up code.Data type: String
segment.code.external	Flag that indicates whether the wrap-up code is from an external system.Valid values: - true: The wrap-up code is from an external system. - false: The wrap-up code is internal. Data type: Boolean
segment.code.sys\_id	Sys\_id of the wrap-up code.Data type: String Table: Interaction Wrap Up Code \[interaction\_wrap\_up\_code\]
segment.code.translated\_code	A translation of the wrap-up code label. Data type: String
segment.code.translated\_description	A translation of the wrap-up code description.Data type: String
segment.confirmed\_on	Date and time the submitted wrap-up segment is processed in the external CCaaS system.Data type: String
segment.external	Flag that indicates whether the interaction segment is from an external system.Valid values: - true: The interaction segment is from an external system. - false: The interaction segment is internal. Data type: Boolean Default: false
segment.interaction	Sys\_id of the interaction.Data type: String Table: Interaction \[interaction\]
segment.notes	Additional notes added to the wrap-up by the agent.Data type: String
segment.opened\_on	The start date and time of the wrap-up period according to the external system.Data type: String
segment.segmented	Flag that indicates whether the wrap-up is segmented.Valid values: - true: The wrap-up is segmented into multiple parts. - false: The wrap-up is one complete segment. Data type: Boolean Default: false
segment.segment\_id	Sys\_id of the interaction segment.Data type: String
segment.segment\_table	Name of the table containing the interaction segment.Data type: String
segment.state	State of the interaction segment. Interaction segments that this endpoint updates successfully are in the closed state.Data type: String
segment.submitted\_on	Date and time the agent submitted the wrap-up segment.Data type: String
segment.sys\_id	Sys\_id of the wrap-up segment.Data type: String Table: Interaction Wrap Up Segment \[interaction\_wrap\_up\_segment\]
segment.wrap\_up\_configuration	Object containing details about the wrap-up configuration used for the wrap-up segment.Data type: Object `"wrap_up_configuration": { "allowed_codes": [Array], "default_code": {Object}, "enable_codes": Boolean }`
segment.wrap\_up\_configuration.allowed\_codes	Array of objects each representing a wrap-up code the agent is allowed to use.Data type: Array `"allowed_codes": [ { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" } ]`
segment.wrap\_up\_configuration.allowed\_codes.active	Flag that indicates whether the wrap-up code is active.Valid values: - true: The wrap-up code is active. - false: The wrap-up code isn't active. Data type: Boolean Default: true
segment.wrap\_up\_configuration.allowed\_codes.code	Label of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.allowed\_codes.description	Description of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.allowed\_codes.external	Flag that indicates whether the wrap-up code is from an external system.Valid values: - true: The wrap-up code is from an external system. - false: The wrap-up code is internal. Data type: Boolean
segment.wrap\_up\_configuration.allowed\_codes.sys\_id	Sys\_id of the wrap-up code.Data type: String Table: Interaction Wrap Up Code \[interaction\_wrap\_up\_code\]
segment.wrap\_up\_configuration.allowed\_codes.translated\_code	A translation of the wrap-up code label. Data type: String
segment.wrap\_up\_configuration.allowed\_codes.translated\_description	A translation of the wrap-up code description.Data type: String
segment.wrap\_up\_configuration.default\_code	Object containing the wrap-up code to use as the default.Data type: Object `"default_code": { "active": Boolean, "code": "String", "description": "String", "external": Boolean, "sys_id": "String", "translated_code": "String", "translated_description": "String" }`
segment.wrap\_up\_configuration.default\_code.active	Flag that indicates whether the wrap-up code is active.Valid values: - true: The wrap-up code is active. - false: The wrap-up code isn't active. Data type: Boolean Default: true
segment.wrap\_up\_configuration.default\_code.code	Label of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.default\_code.description	Description of the wrap-up code.Data type: String
segment.wrap\_up\_configuration.default\_code.external	Flag that indicates whether the wrap-up code is from an external system.Valid values: - true: The wrap-up code is from an external system. - false: The wrap-up code is internal. Data type: Boolean
segment.wrap\_up\_configuration.default\_code.sys\_id	Sys\_id of the wrap-up code.Data type: String Table: Interaction Wrap Up Code \[interaction\_wrap\_up\_code\]
segment.wrap\_up\_configuration.default\_code.translated\_code	A translation of the wrap-up code label. Data type: String
segment.wrap\_up\_configuration.default\_code.translated\_description	A translation of the wrap-up code description.Data type: String
segment.wrap\_up\_configuration.enable\_codes	Flag that indicates whether the agent must select a wrap-up code.Valid values: - true: Agent must select a wrap-up code. - false: Agent isn't required to select a wrap-up code. Data type: Boolean Default: false
success	Flag that indicates whether the API request was successfully processed.Valid values: - true: The API request was successful. - false: The API request failed. Data type: Boolean
sys\_id	Sys\_id of the wrap-up segment.Data type: String Table: Interaction Wrap Up Segment \[interaction\_wrap\_up\_segment\]

cURL request

This example updates and closes a wrap-up segment for an interaction.

curl "https://instance.service-now.com/api/now/v1/wrapup/segment/update?segment_sys_id=98769876543254321fed1fedcba0cba0&agent_sys_id=123412345678567890ab90abcdefcdef&interaction_sys_id=213412345678567890ab90abcdefcde" \
--request PUT \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{
  \"wrap_up_code\": \"Billing Issue\",
  \"notes\": \"Customer's credit card expired. Had to switch to another one.\",
  \"confirmed_on\": \"2024-09-16 18:52:01\"
}" \
--user 'username':'password'

Response body.

{
  "success": true,
  "message": "Wrap-up segment updated successfully.",
  "sys_id": "98769876543254321fed1fedcba0cba0",
  "segment": {
    "agent": "123412345678567890ab90abcdefcdef",
    "segment_table": "sn_openframe_phone_log",
    "segment_id": "dgajbcef12345678defdbxef123435678",
    "external": true,
    "interaction": "213412345678567890ab90abcdefcdef",
    "state": "closed",
    "wrap_up_configuration": {
      "enable_codes": true,
      "allowed_codes": [
        {
          "code": "Billing Issue",
          "description": "",
          "active": true,
          "external": true,
          "sys_id": "49c27b679f201210c89656effa0a1cd7",
          "translated_code": "Abrechnungsproblem",
          "translated_description": ""
        },
        {
          "code": "Store Issue",
          "description": "",
          "active": true,
          "external": true,
          "sys_id": "54327b679f201210c89656effa0a1cd7",
          "translated_code": " Einkaufsproblem",
          "translated_description": ""
        }
      ],
      "default_code": {
        "code": "Billing Issue",
        "description": "",
        "active": true,
        "external": true,
        "sys_id": "49c27b679f201210c89656effa0a1cd7",
        "translated_code": "Abrechnungsproblem",
        "translated_description": ""
      }
    },
    "code": {
      "code": "Billing Issue",
      "description": "",
      "active": true,
      "external": true,
      "sys_id": "49c27b679f201210c89656effa0a1cd7",
      "translated_code": "Abrechnungsproblem",
      "translated_description": ""
    },
    "notes": "Customer's credit card expired. Had to switch to another one.",
    "segmented": true,
    "sys_id": "dgajbcef12345678defdbxef123435678",
    "opened_on": "2024-09-16 17:52:01",
    "submitted_on": "2024-09-16 18:51:59",
    "confirmed_on": "2024-09-16 18:52:01",
    "awaiting_confirmation": false
  }
}

Wrap Up - PUT /now/wrapup/segment/update/ai

Updates an existing open wrap-up segment with AI-recommended wrap-up codes and notes.

This endpoint is intended for external CCaaS systems that generate AI content independently and push it into the ServiceNow platform after segment creation. The use_third_party_ai property must be true on the wrap-up configuration.

If the enable_ai_code or enable_ai_notes is false in the configuration, the corresponding AI fields are saved, even if they’re included in the request payload. The ai_code_defined_at and ai_notes_defined_at timestamps are automatically set at the time of storage.

AI wrap-up recommendations

AI wrap-up recommendations can come from two sources:
- Internal (Now Assist): When use_third_party_ai is false, a business rule triggers automatically after segment creation to call the CSM API and populate ai_wrap_up_code and ai_notes.
- External (third-party / CCaaS): When use_third_party_ai is true, the external system pushes AI data via the new PUT /api/now/wrapup/segment/update/ai endpoint.
- Use cases
- Reduce agent handle time by providing wrap-up codes and notes with AI suggestions.
- Enable CCaaS platforms to push AI-generated content into ServiceNow AI Platform after an interaction ends.
- Give supervisors cleaner, more consistent wrap-up data for reporting and analytics.
- Endpoint call order for an AI-assisted wrap-up flow
- POST /api/now/wrapup/segment/create — Open a segment or pass ai_wrap_up_code / ai_notes and AI config flags.
- PUT /api/now/wrapup/segment/update/ai — (External AI only) Push AI recommendations onto the open segment.
- PUT /api/now/wrapup/segment/update — Agent finalizes and closes the segment.
- GET /api/now/wrapup/segment/{segment_id} — Retrieve segment including stored AI fields.

URL format

Versioned URL: /api/now/{api_version}/wrapup/segment/update/ai

Default URL: /api/now/wrapup/segment/update/ai

Supported request parameters

Name	Description
api\_version	Optional. Version of the endpoint to access. For example, `v1` or `v2`. Only specify this value to use an endpoint version other than the latest. Data type: String

Name	Description
None

Name	Description
agent\_sys\_id	Sys_id of the agent assigned to the interaction. Required with interaction_sys_id if neither segment_sys_id nor external_segment_id are provided.Data type: String Table: User [sys_user]
ai\_wrap\_up\_code	AI-recommended wrap-up code label. Stored only if the enable_ai_code property is `true` in the configuration.Wrap Up - POST /now/wrapup/segment/createData type: String
ai\_notes	AI-generated notes. . Stored only if enable\_ai\_notes is true on the configuration.Wrap Up - POST /now/wrapup/segment/createMax length: 4000 characters Data type: String
interaction\_sys\_id	Sys_id of the interaction. Required with agent_sys_id if neither segment_sys_id nor external_segment_id are provided.Data type: String Table: Interaction [interaction]
segment\_sys\_id	Sys\_id of the wrap-up segment.Data type: String Table: Interaction Wrap Up Segment \[interaction\_wrap\_up\_segment\]

Headers

The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json
Content-Type	Data format of the request body. Supported types: application/json or application/xml. Default: application/json

Header	Description
None

Status codes

The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

Status code	Description
200	Successful. The request was successfully processed.
400	Bad Request. A bad request type or malformed request was detected.
401	Unauthorized. The user credentials are incorrect or have not been passed.
500	Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

Response body parameters (JSON or XML)

Name	Description
message	Message that describes the outcome of the API request.Data type: String
segment	Object containing data about the interaction and wrap-up segment.Data type: Object `"segment": { "agent": "String", "ai_code_defined_at": "String", "ai_notes": "String", "ai_notes_defined_at": "String", "ai_wrap_up_code": "String", "interaction": "String", "sys_id": "String" }`
segment.agent	Sys\_id of the agent assigned to the interaction.Data type: String Table: User \[sys\_user\]
segment.ai\_code\_defined\_at	Timestamp when AI code was stored.Format: Unix epoch milliseconds \(e.g., "1752252703000"\) Data type: String
segment.ai\_notes	AI-generated notes stored on the segment.Data type: String
segment.ai\_notes\_defined\_at	Timestamp when AI notes were stored.Format: Unix epoch milliseconds Data type: String
segment.ai\_wrap\_up\_code	AI-recommended code stored on the segment.Data type: String
segment.interaction	Sys\_id of the interaction.Data type: String Table: Interaction \[interaction\]
segment.sys\_id	Sys\_id of the wrap-up segment.Data type: String Table: Interaction Wrap Up Segment \[interaction\_wrap\_up\_segment\]
success	Flag that indicates whether the API request was successfully processed.Valid values: - true: The API request was successful. - false: The API request failed. Data type: Boolean

cURL request

This example updates and closes a wrap-up segment for an interaction.

curl --request PUT \
  --url 'https://instance.servicenow.com/api/now/wrapup/segment/update/ai' \
  --header 'Accept: application/json' \
  --header 'Content-Type: application/json' \
  --user 'username:password' \
  --data '{
    "segment_sys_id": "abcd1234abcd1234abcd1234abcd1234",
    "agent_sys_id": "123412345678567890ab90abcdefcdef",
    "interaction_sys_id": "213412345678567890ab90abcdefcdef",
    "ai_wrap_up_code": "Plan Update",
    "ai_notes": "Customer requested an upgrade to the Premium plan."
  }' \
--user 'username':'password'

Response body.

{
  "success": true,
  "message": "AI wrap-up data updated successfully.",
  "segment": {
    "sys_id": "abcd1234abcd1234abcd1234abcd1234",
    "agent": "123412345678567890ab90abcdefcdef",
    "interaction": "213412345678567890ab90abcdefcdef",
    "ai_wrap_up_code": "Plan Update",
    "ai_notes": "Customer requested an upgrade to the Premium plan.",
    "ai_code_defined_at": "1752252703000",
    "ai_notes_defined_at": "1752252703000"
  }
}