---
title: "Adding or Amending Wrap-Up Codes"
slug: "adding-amending-wrapup-codes"
updated: 2026-08-05T11:19:31Z
published: 2026-08-05T11:19:31Z
canonical: "docs.natterbox.com/adding-amending-wrapup-codes"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Adding or Amending Wrap-Up Codes

## 

Go to the **Natterbox Call Center Configuration** tab. To do this, click on the App Launcher in the top left corner of Salesforce and search for Natterbox Call Center Configuration.

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-to-add-and-amend-wrap-up-codes-in-the-natterbox-call-center-configuration-image-sd1u3qo5.png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A33%3A24Z&se=2026-10-12T07%3A33%3A24Z&sr=c&sp=r&sig=XRXBTh7G2CtYqZyfgLpLH84mL%2F3fxGW7GuKFQS2Yt9o%3D)

Click **Edit** next to the Call Center Configuration you wish to change.

> [!NOTE]
> 💡 Tip
> 
> The default Call Center Configuration is assigned to your organisation however you are able to create new / clone existing configurations which can be assigned at either a Salesforce profile or user level. [See here for more info](/v1/docs/introduction-to-call-center-configuration).

Scroll down until you see 2 sections:

- **Wrap-Up Codes (Inbound)** - the codes available after an inbound call.
- **Wrap-Up Codes (Outbound)** - the codes available after an outbound call.

Within each section you are able to make the changes required.

> [!NOTE]
> 💡 Tip
> 
> *Please make sure that the default wrap-ups are not deleted if they don’t match your needs. These wrap-up codes should be redesigned via the edit feature instead. There needs to be a default wrap-up to save the changes.*

- Clicking the **New** button will add a new code
- Clicking **Edit** will allow you to edit the relevant code label and information
- **Del** will delete the relevant code

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-to-add-and-amend-wrap-up-codes-in-the-natterbox-call-center-configuration-image-2zr49utw.png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A33%3A24Z&se=2026-10-12T07%3A33%3A24Z&sr=c&sp=r&sig=XRXBTh7G2CtYqZyfgLpLH84mL%2F3fxGW7GuKFQS2Yt9o%3D)

- The up and down arrows will move the code up or down in the order.
- The left / right arrows will indent the code and make it a secondary wrap-up code dependent on the main wrap-up code above it.

When editing or creating a new wrap-up code, click **Update** to save the current change.

Scroll back to the top of the page and click **Save** to finalise the changes.

Configuration will be available for users the next time they log into Salesforce, or after the user dials ##4 on their CTI and ##0. These are quick commands which delete the current configuration the CTI is using and prompt the CTI to load the newly updated configuration

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-to-add-and-amend-wrap-up-codes-in-the-natterbox-call-center-configuration-image-tekrs7ak.png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A33%3A24Z&se=2026-10-12T07%3A33%3A24Z&sr=c&sp=r&sig=XRXBTh7G2CtYqZyfgLpLH84mL%2F3fxGW7GuKFQS2Yt9o%3D)

The above is an example of main / secondary wrap-up codes and how they appear in both Call Center Configuration and the Freedom CTI.

When ‘Call Answered’ is selected as the main wrap-up, the below 3 options can then be selected as secondary wrap-ups.