How to Create & Manage Call Wrap-Up Statuses

How to Create & Manage Call Wrap-Up Statuses

How to Create & Manage Call Wrap-Up Statuses

Call Wrap-Up Statuses have a role of disposition statuses that define the outcome of a call.

Agents select a Wrap-Up Status during Wrap-Up to categorize what happened during the call. This turns conversations into measurable performance data.

Examples include:

  • Sale Closed

  • No Answer

  • Callback Required

  • Not Interested

  • Wrong Number

📌 Note: Admin permissions are required to create or edit Wrap-Up Statuses.

System Default Statuses

Squaretalk includes 7 built-in system statuses, which cannot be deleted and are marked with a 🔒 lock icon.

Step-by-Step: Create a Wrap-Up Status

  1. Go to Settings → General → Statuses and open the Wrap-Up Statuses modal

  2. Click “Add Disposition Status.”

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💡Useful Tip 1: To edit an existing status, simply click the status row to open the side panel with all status settings.

  1. Under Label, enter a clear, action-oriented name. (Examples: Sale Closed, Interested – Follow Up, etc.)

  2. Set the preferred colors of the label.

  3. Ensure the status is set to Active. If inactive, agents will not see it in their Wrap-Up dropdown.

  4. Enable the Default option if you want the status to automatically appear in Campaign, Queue, and/or Group Wrap-Up configurations

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💡Useful Tip 2: Default statuses are automatically pre-selected but can still be removed manually during configuration.

💡Useful Tip 3: Statuses marked as Default display a 📌 pin icon in the Wrap-Up Statuses modal.

  1. Click Create to apply the changes.

✅ The Wrap-Up Status is now available for Campaigns, Queues, and/or Groups that have Wrap-Up enabled.

Done 🎯

You now know how to create Disposition Statuses for Call Wrap-Up and use them to improve reporting accuracy and operational consistency.