Wrapup Message: what to show agents between calls

The Wrapup Message is a small, often-overlooked campaign field: a bit of text that VICIdial shows agents on the wrapup screen between calls. It does not change any behavior, but it is a free line of communication that lands in front of agents at exactly the moment they have a second to read it. Used well, it keeps your floor consistent without anyone having to send another reminder on chat.

What it is and when it shows

The Wrapup Message is a campaign-specific message displayed on the wrapup screen. The key condition: it only appears if Wrapup Seconds is set. No wrapup window means no wrapup screen, which means your message has nowhere to render. So before you write anything, confirm the campaign has a wrapup time greater than zero.

Because it is tied to the wrapup window, the message sits in front of the agent during the gap after a call, while they are finishing notes and picking a Disposition. That timing matters. It is not a banner they scroll past during a live call; it is the thing they look at while deciding what to do next.

What to actually put in it

Keep it short and action-oriented. The best Wrapup Messages tell the agent the one thing you most want them to remember between calls:

• A disposition reminder: "Pick the closest status. SALE only if payment was taken."
• A compliance nudge: "Did you confirm consent and read the closing line?"
• A daily focus: "Today's goal: log the email address on every contact."

Resist the urge to dump a paragraph in there. Agents have a handful of seconds and a task to finish. One clear line beats five vague ones. If you find yourself wanting to put a whole call flow in the message, that belongs in the Agent script instead, which shows during the live call.

How it differs from the script

People mix these up. The script is what the agent reads to the customer while they are talking. The Wrapup Message is what the agent reads after the call ends, during the between-calls window. Different moment, different purpose. The script drives the conversation; the message cleans up after it. Use the message for the post-call discipline that otherwise gets forgotten the moment a new call connects.

Because the message is campaign-specific, you can tailor it per campaign. A retention line for the save desk, an order-confirmation reminder for sales, a survey-rule note for a Survey dialing campaign. Each campaign gets the reminder that fits the work it does.

Pairing it with the rest of your pacing

Since the message rides on the wrapup window, it is worth thinking about it alongside how your campaign paces overall. Our dialing strategies guide covers how wrapup, dial level, and agent flow fit together. And if sloppy dispositioning is feeding bad numbers back into your dialer and pushing drops up, the message is a cheap fix worth trying alongside the steps in our piece on lowering your VICIdial drop rate.

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