Purpose
You can use this list to understand the key terms in AR Helpdesk, including SmartBot, mailbox, tasks, teams, and roles.
AR Helpdesk: Embedded SmartBot that reads customer AR emails, uses AR data from your system of record, and either replies automatically or creates tasks for human review.
System of Record (SoR): External AR system where customer, invoice, and payment data is stored and synchronized into AR Helpdesk.
Helpdesk Mailbox: Shared email inbox monitored by AR Helpdesk for inbound customer AR messages and for sending SmartBot‑generated replies.
Intent: The purpose of a customer’s email (for example, invoice copy request, payment status, balance inquiry) as detected by the SmartBot.
Extracted Data: Key details pulled from the email and attachments, such as invoice numbers, customer IDs, payment references, or dates.
AR Helpdesk Console: Web interface where users view helpdesk emails, work tasks, and access related AR records (customers, invoices, payments).
Task: A work item created when an email cannot be fully resolved automatically and requires human review, correction, or approval.
Automatic Task Distribution (ATD): Engine that automatically assigns new AR Helpdesk tasks to users or teams based on configured rules and policies.
Helpdesk Team: Group of users used for AR Helpdesk task assignment and workload reporting.
AR Helpdesk Analyst: Role focused on working AR Helpdesk tasks and viewing AR records, without access to configuration or audit settings.
AR Helpdesk Manager: Role that manages AR Helpdesk configuration, task routing, reporting, and audit visibility, in addition to working tasks.
SuperAdmin: Platform‑wide administrator role with full control over AR Helpdesk and all other skills, including user management and connection setup.