---
schema_version: "1"
id: fb3a9fff534bad5d9f9add3b78ffc7c0ff9ac6be17abf426a0b3b81805c1f46b
title: Configure After Conversation Work Time
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_configure_after_conversation_work_time.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d8e38c7456efc4c135481e4b5bba1addfc33116814a3eca062ae65c522db224c
description: Give service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps can use this After Conversation Work (ACW) time to send follow-up emails, update a case, or finalize their conversation notes. Supervisors can use Command Center for Service and reports to track the amount of time service reps spend on wrap-up work.
products:
- Service Cloud
release: "264"
---
# Configure After Conversation Work Time
Give service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps can use this After Conversation Work (ACW) time to send follow-up emails, update a case, or finalize their conversation notes. Supervisors can use Command Center for Service and reports to track the amount of time service reps spend on wrap-up work.
### Required Editions
To create and save Lightning pages in the Lightning App Builder:
Customize Application
Important After Conversation Work is available only for call and messaging channels and applies to all service reps in the channel. After Conversation Work doesn’t work with a [status-based capacity model](https://help.salesforce.com/articleView?id=service_presence_capacity_model.htm&language=en_US).
The ACW countdown begins the moment a call or message ends. Service reps can exit the countdown early by closing the record or let it run its course. When the time runs out, the service rep is considered available to help the next customer regardless of whether they’ve closed the record.
If ACW isn’t enabled, service reps reserve time for wrap-up tasks by leaving the call record open in the app. When a service rep is ready to help the next customer, they must close the record tab to free up their capacity.
You can set up ACW in the presence configuration for a group of service reps or in a service channel. ACW at the service channel level overrides the setting at the presence configuration level.
1. Configure ACW.
1. From the Service Channels page in Setup, edit or create a channel based on Voice Call or Messaging. Alternatively, from the Presence Configurations page in Setup, edit or create a configuration.
2. In the After Conversation Work Time section, select **Give agents wrap-up time after conversations**.
3. In the Duration (seconds) field (required), enter the number of seconds that service reps have to complete their closing work after a conversation. The value must be from 10 to 3,600 seconds.
4. To let service reps extend their ACW time, select **Let agent extend timer** and add the extension duration in seconds. The value must be from 10 to 3,600 seconds. Also, choose the maximum number of times service reps can extend their ACW.
5. Save your changes.
2. To let service reps see the ACW countdown after a conversation ends, add the After Conversation Work component to your Voice Call or Messaging Session page layout.
1. Open the Voice Call or Messaging Session record page in the Lightning App Builder.
2. Drag the After Conversation Work component onto the page.
3. Save your changes.
3. To let service reps see the ACW countdown after they have transferred a messaging session, customize the Enhanced Conversation component.
1. In the Lightning App Builder, open the Messaging Session page layout and click the Enhanced Conversation component.
2. In the Properties pane, select **Keep tab open after transfer**.
3. Save your changes.
#### See Also
- [Set Up Secondary Routing Priority](https://help.salesforce.com/s/articleView?id=service.omnichannel_secondary_routing_priority.htm&release=264.0.0&type=5 "Let your support reps tackle the right cases first with secondary routing priority.")
- [Understand Capacity Models](https://help.salesforce.com/s/articleView?id=service.service_presence_capacity_model.htm&release=264.0.0&type=5 "Omni-Channel determines service rep capacity in one of two ways: Tab-Based or Status-Based.")
- [Set Up a Status-Based Capacity Model](https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&release=264.0.0&type=5 "Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console.")
- [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&release=264.0.0&type=5 "Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible.")
- [Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5 "Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.")
- [Supported Objects for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&release=264.0.0&type=5 "Omni-Channel turbocharges your service reps’ productivity by assigning records to them in real time. But which objects and records does Omni-Channel support?")
- [How After Conversation Work Affects Service Rep Capacity](https://help.salesforce.com/articleView?id=omnichannel_track_after_conversation_work_time.htm&language=en_US)
- [Wrap Up After a Call](https://help.salesforce.com/articleView?id=voice_acw_for_agents.htm&language=en_US)
- [Configure Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_contact_center_configure.htm&type=5&language=en_US)