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CCaaS Admin Console › Integrating with contact centers › Integrate › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Import wrap-up codes

Import wrap-up codes from your contact center provider to ensure that each customer interaction is classified appropriately. For example, you can specify whether a call was for technical support, billing, or a product return.

Before you begin

Role required: admin

Procedure

  1. Navigate to All > Contact Center Integration Center > CCaaS Admin Console
Image omitted: ccaas-import-wrapup.png
admin console wrap-up codes import screen showing beginning state

  1. Select a contact center provider to import wrap-up codes from.

  2. Either fetch all wrap-up codes or search for specific wrap-up codes from the provider.

  3. Import all the wrap-up codes or select individual wrap-up codes to import.

  4. Tap Import selected to import the wrap-up codes.

  5. Review the list of wrap-up codes to confirm that the import was successful.

    Note: Newly imported wrap up codes and wrap up codes that previously existed in your ServiceNow® instance are shown in two separate lists on the confirmation page.