Wrap up

Every call ends in wrap-up. The status pill turns violet and reads WRAP UP, and the middle of the bar becomes one question: what happened on that call?

Picking an outcome

The bar shows Wrap Up and a picker reading Choose outcome, ringed in violet so your eye lands on it. Click it and your account’s outcomes drop below the bar.

The list is your admin’s, not yours — see Dispositions. If nobody has set any up, the list says No dispositions configured.

Confirm

Confirm is the green button on the right. Until you’ve picked an outcome the whole button is grey and does nothing; hover it and it tells you why: Select an outcome first.

An outcome is only required if your account has any configured. On an account with none, Confirm is live from the moment wrap-up opens.

Pause after saving

Confirm has a small pause icon attached to its right edge. Click it and the whole button turns yellow — that’s your signal that saving will put you on Paused instead of handing you the next call. Before you’ve picked an outcome the button stays grey, but the pause half still takes the click.

The two hover texts spell out which way it’s set:

• Pause after saving instead of taking the next call (take a break)
• You’ll go to Pause after saving — click to take the next call instead

It’s armed for this one wrap-up only. The next call starts with it off again.

What saving does

Pressing Confirm does three things at once.

It records the outcome against the call, which is what your reporting and your cost-per-acquisition numbers are built from. See Calls.

It writes to the contact in GoHighLevel. Each outcome your admin created can carry a tag and a set of contact-field updates; saving applies them to the person you just spoke to. If the number wasn’t a contact in GoHighLevel yet, one is created so the outcome has somewhere to land. An outcome your admin left with no tag and no field updates records the call and changes nothing on the contact.

It moves you on. You land back wherever the call found you: READY after a campaign call, so the next one can arrive immediately; PAUSED if you were paused when this one came in; IDLE if you rang someone yourself without joining a campaign. Arming the pause overrides all of that and always leaves you PAUSED.

The outcome is read by more than the call log

Cost-per-acquisition reporting counts the calls closed with an outcome your admin marked as a conversion, and the tag an outcome writes is what the smart lists feeding your campaigns are built on. Picking the nearest-looking outcome to get through wrap-up quietly changes numbers your admin is acting on, and can put the contact on the wrong list. Pick the true one.

Taking your time

Nothing moves you out of wrap-up but you. There’s no timer and no automatic advance — if you need thirty seconds in the contact record before you commit to an outcome, take them.

Two things are still visible while you decide:

• Reload contact still works, so you can re-open the record you just called.
• The waiting-callers number beside the status pill keeps updating. If it’s gone yellow or red, people are holding for you.

If a call arrived while you were talking

The amber Call waiting strip stays under the bar through wrap-up. As soon as you save, that caller connects to you automatically — unless you armed Pause after saving, in which case it turns into an Incoming call card for you to accept or decline.

If the call dropped

A call that dies on you — the customer’s line, your connection, anything — still ends in wrap-up. That’s on purpose: the call happened, and it needs an outcome like any other. Pick the one that describes what actually took place.