Wrap-up codes: tagging how a conversation ended

A wrap-up code is the tag an agent applies when closing a conversation — how a department reports on why conversations ended, not a free-text field an agent fills in from scratch. This screen is where that taxonomy is authored.

Five fields, the same shape as a queue

• Slug — the code's stable identifier.
• Department — fixed once the code is created. Repointing it later would silently re-attribute every historic conversation ever filed against it, so the server refuses the edit outright and the screen shows the department as read-only text rather than a field you could fill in wrong and then have rejected.
• Display name / Hebrew display name — two real fields, not one field and a translation layer, since a wrap-up code's name is often a department's own working term.
• Requires a note — whether an agent must add free text alongside the code. Worth turning on for anything broad enough to mean several different things.
• Active — whether the code is currently offered to agents at all.

Why authoring isn't scoped to your own department

This list reads every code across every department, not only the ones you're personally staffed in — a deliberate difference from the field an agent's own composer reads when closing a conversation. The reasoning: the person authoring a wrap-up taxonomy usually isn't the agent using it day to day, and scoping the author's own view to their own department would hide a code from the very screen that just created it, the moment that department isn't one they're personally staffed in.