Purpose
Use AR Helpdesk to automate and manage customer email inquiries related to accounts receivable. AR Helpdesk connects to your AR system of record, analyzes incoming emails, and either responds automatically or routes work to users as review tasks. This reduces manual email triage, speeds up customer response times, and provides visibility into workload and performance.
This overview explains what AR Helpdesk does, how it connects to your AR data, and who typically uses it.
What is AR Helpdesk?
AR Helpdesk is an embedded SmartBot service that:
Connects to your AR system of record (for example, FIS GETPAID).
Periodically syncs AR records, such as:
Customers
Invoices
Payments
Receives inbound emails from your AR support mailbox.
Detects and processes common AR requests automatically, such as:
Requests for invoice copies
Questions about payment status
Balance, statement, or breakdown requests
Based on its analysis, AR Helpdesk can:
Draft and send intent-specific responses using configurable templates.
Attach relevant documents (for example, invoice copies, statements) to replies.
Escalate complex or low-confidence cases to users as review tasks.
How AR Helpdesk works
Connects to your AR system of record
AR Helpdesk syncs customers, invoices, payments, and related AR data on a scheduled basis.
This data is used to answer customer questions and populate reply templates.
Processes inbound emails
Emails sent to your AR helpdesk mailbox are ingested into the platform.
A natural language engine detects the intent of each email (for example, “request for invoice copy”) and extracts key data (such as invoice numbers or customer identifiers).
Matches emails to AR records
Extracted data is matched against synced AR records from your system of record.
AR Helpdesk uses contact information and record details to identify the correct customer, invoice, or payment.
Responds automatically when possible
For high-confidence, well-understood requests, AR Helpdesk prepares a reply using:
Configured templates (subject, body text).
Dynamic fields from matched AR records.
Optional attachments such as invoice copies or statements.
Replies are passed back through your AR system (for example, via API to GETPAID) and sent to the customer.
Creates tasks for human review when needed
Low-confidence intents, ambiguous data, or complex questions are escalated as review tasks.
Users can:
Confirm, correct, or remove detected intents.
Fix or add extracted data (such as missing invoice numbers).
Edit or approve draft replies.
Trigger reprocessing after review is complete.
Distributes tasks to users
If Automatic Task Distribution is enabled, tasks can be routed:
To specific users, or
To teams configured in Team Management, using round-robin assignment.
Who uses AR Helpdesk?
AR Helpdesk Managers
Configure mailbox connections, templates, and Relaxed Matching options.
Monitor dashboards, reports, and audit logs.
Manage teams, task distribution policies, and overall workload.
AR Helpdesk Analysts
Work assigned and unassigned review tasks.
Validate or correct intents and extracted data.
Approve or edit draft replies and complete tasks.
Access and capabilities depend on role-based access control (RBAC). Managers typically have full configuration and reporting access; analysts focus on day-to-day task processing.
Key benefits
Reduced manual email handling
Automatic detection and response for common AR inquiries.
Faster customer response times
High-confidence cases handled without waiting for a user.
Higher accuracy and consistency
Standardized templates and record-based replies reduce errors.
Better workload visibility
Dashboards and task views show open work by user, team, and intent.
Controlled human review
Low-confidence or complex cases are escalated with full context.