Yes 🙂 You can retrieve the AI-predicted wrap-up codes directly via API - no screen recording needed.
Use the Conversation Summaries endpoint:
GET
/api/v2/conversations/{conversationId}/summaries
When you pass the conversationId, the response includes the Copilot/AI suggestions under:
sessionSummaries[0].predictedWrapupCodes
This can be easily exposed using a Data Action.
Data Action – Example
Input schema
{
"type": "object",
"required": ["conversationId"],
"properties": {
"conversationId": {
"type": "string"
}
}
}
Translation map + success template
(to return only the predicted wrap-up codes)
{
"translationMap": {
"predictedWrapupCodes": "$.sessionSummaries[0].predictedWrapupCodes"
},
"translationMapDefaults": {},
"successTemplate": "{\n \"predictedWrapupCodes\": ${predictedWrapupCodes}\n}"
}
Output schema (focused only on predicted wrapups)
{
"$schema": "http://json-schema.org/draft-07/schema#",
"title": "Predicted Wrapups",
"type": "object",
"required": ["predictedWrapupCodes"],
"properties": {
"predictedWrapupCodes": {
"type": "array",
"items": {
"type": "object",
"required": ["name", "description", "selfUri", "id", "confidence"],
"properties": {
"name": { "type": "string" },
"description": { "type": "string" },
"selfUri": { "type": "string" },
"id": { "type": "string" },
"confidence": { "type": "number" }
}
}
}
}
}
Example API Result
(when calling the endpoint with a valid conversationId)
{
"predictedWrapupCodes.selfUri": [
"/api/v2/routing/wrapupcodes/05730245-74ec-4231-9003-c36221c8d06d",
"/api/v2/routing/wrapupcodes/928c9d5a-7d89-4066-a869-46a1c68fd3be",
"/api/v2/routing/wrapupcodes/a795381c-3510-4a84-9004-41e528e4c3e8"
],
"predictedWrapupCodes.description": [
"Código de finalização a ser selecionado quando o cartão do cliente é desbloqueado com sucesso",
"Código de finalização a ser selecionado quando o cliente solicita informações sobre desbloqueio de cartão",
"Código de finalização a ser selecionado quando a conta do cliente é desbloqueada"
],
"predictedWrapupCodes.id": [
"05730245-74ec-4231-9003-c36221c8d06d",
"928c9d5a-7d89-4066-a869-46a1c68fd3be",
"a795381c-3510-4a84-9004-41e528e4c3e8"
],
"predictedWrapupCodes.confidence": [
0.859695,
0.85897,
0.83944
],
"predictedWrapupCodes.name": [
"DESBLOQUEIO CARTAO - EFETUADO",
"DESBLOQUEIO CARTAO - INFORMACAO",
"DESBLOQUEIO DE CONTA"
]
}
If this answer helps clarify how to retrieve AI-predicted wrap-up codes via API, feel free to mark it as the Best Answer so others can easily find it in the future 😊
------------------------------
Mateus Nunes
Tech Leader Of CX at Solve4ME
Brazil
------------------------------
Original Message:
Sent: 12-17-2025 13:57
From: Hannah Elliott
Subject: Wrap Up Codes and AI Suggestions
Is there a way other than a screen recording to know what Ai wrap up codes were suggested on an interaction?
#AICopilot(Agent,SupervisorAdmin)
------------------------------
Hannah Elliott
Ai Developer
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