Wrapping up a call, and drafted emails

At the end of a call in the Agent Console, the agent logs it to Zendesk in one step, with an internal note, a reason, a disposition and an optional email to the customer that AI can draft from what was done.

When an agent opens a customer's account in the Agent Console, a wrap-up panel appears beside it. At the end of the call the agent fills it in and presses Submit to Zendesk. That logs the call on the customer's ticket, as the agent, in one step.

What the agent fills in

• Internal note. What the caller wanted and what was done. Only your team sees it.
• Contact reason and disposition. Picked from your lists. The disposition also decides the ticket's status (for example Solved), and whether an email to the customer is not offered, optional or required.
• Macro (optional). One of the Zendesk macros you allow for this brand.
• Log to. If the customer already has an open ticket on this brand, the newest one is chosen, so the call does not start a duplicate. The agent can pick another, or a new ticket.
• Customer email (optional, unless the disposition requires one).

Retrixus adds a short block to the internal note listing every refund and cancel made on the call, taken from the audit log. The agent can't edit it, so whoever reads the ticket later sees exactly what happened.

Drafted emails

Draft email writes the customer email for the agent to read and edit. It works like this:

1. Retrixus writes a plain version from what was actually done on the call: the plan, the dates, the amounts and the card ending, read from the audit log and from Recurly. If the agent picked a macro, its text comes first.
2. AI rewords it so it answers what this customer said, in your brand's tone.
3. Retrixus checks the AI's version. If it added anything that isn't true (a date, an amount, a promise, an offer) or left out a fact, it is thrown away. The agent sees the plain version and a list of why.

Nothing is sent until the agent presses Submit. The agent can change every word.

What the AI sees: the brand, the customer's first name, what was done on the call, the agent's note and the customer's latest message. Never their email address, phone number or street address. The AI runs on Google's Vertex AI in the United States.

Your greeting, sign-off and footer

Each brand's email is wrapped in your own greeting, sign-off and footer, for example a signature block or a legal notice. Retrixus adds them when the email is sent, never the AI, so a required footer can't be left off. The agent sees them, greyed, around the email box.

When a wrap-up is required

If a refund or cancel was made on the call, the agent must submit the wrap-up before opening the next customer. A manager or above can skip it with a reason, which is recorded in the audit log. You can turn this off for a brand.

Setting it up

Under Admin, Wrap-up, an owner or admin chooses for each brand:

• the contact reasons and dispositions (a Zendesk dropdown field's options can fill these in one click);
• which Zendesk fields get the reason, the disposition, the Recurly account code and any refund amount;
• the macros agents may use, and a group for new tickets;
• the email's greeting, sign-off, footer and tone.

Agents can't wrap up on a brand until it has at least one contact reason and one disposition.

Each agent connects their own Zendesk once (the panel shows Connect your Zendesk), so the ticket shows who really wrote the note and the email.