Pre-requisites for AR Helpdesk

Written by Uday Kumar Updated

Purpose

Use this section to confirm the technical and business pre-requisites before you enable and configure AR Helpdesk in your environment.

1. Platform and licensing

  • Auditoria tenant:
    You must have an active Auditoria tenant with access to SmartCustomer skills.

2. System of record (SoR) connection

  • Supported AR system of record:
    AR Helpdesk must be connected to a supported AR system of record where your accounts receivable data lives (for example, GETPAID or another supported AR platform).

  • Configured SoR connection:
    A connection to the AR system of record must be created and tested in Auditoria, including:

    • Authentication credentials.

    • Endpoint or environment details (such as production instance).

    • Any required network or security configuration.

  • Data availability in SoR:
    The AR system of record must contain up-to-date:

    • Customers.

    • Customer invoices.

    • Customer payments.

    AR Helpdesk syncs these records and uses them to understand and answer customer inquiries.

3. AR helpdesk mailbox

  • Shared mailbox for AR inquiries:
    You must have a shared email mailbox dedicated to AR support (for example, ar-helpdesk@company.com).

  • Supported mailbox type:
    The mailbox must be hosted on a supported email platform (such as Microsoft 365 or Google Workspace).

  • Mailbox connection configured in Auditoria:
    The mailbox must be connected to your Auditoria tenant so AR Helpdesk can:

    • Receive inbound customer AR emails.

    • Send SmartBot-generated replies through the integrated email channel.

4. Known contacts and customer enrollment

  • Customer records synced:
    Customers must be successfully synced from the system of record into Auditoria so AR Helpdesk can match emails to the correct customers.

  • Known contacts available:
    Customer contact email addresses must be present in the system of record and surfaced into Auditoria so AR Helpdesk can:

    • Recognize Known Contacts (authorized senders).

    • Determine which customer record an email belongs to.

  • Customer enrollment for AR Helpdesk:
    Customers that should be handled by AR Helpdesk must be considered enrolled. Depending on your configuration:

    • Some environments treat all synced customers as enrolled for AR Helpdesk.

    • Others allow you to control customer enrollment as part of SmartFlow skill management.

5. User roles and access

  • Defined RBAC roles:
    Users who will work in AR Helpdesk must exist in Auditoria and be assigned appropriate roles, such as:

    • AR Helpdesk Manager – for configuration, reporting, and full console access.

    • AR Helpdesk Analyst – for working tasks and viewing AR records.

    • SuperAdmin – for platform-level configuration, user management, and connections.

  • Console access:
    Users must be able to sign in to the Auditoria console and access SmartCustomer and the AR Helpdesk console.

6. Templates and configuration decisions

Before you run AR Helpdesk in production, you should decide:

  • Which intents to support:
    For example:

    • Requests for invoice copies.

    • Account balance or statement requests.

    • Payment status questions.

  • Reply templates:
    Define and review email templates for each supported intent, including:

    • Subject lines.

    • Body text.

    • Dynamic fields populated from customer, invoice, and payment records.

    • Attachments (such as invoice PDFs or account statements) where available.

  • Automation vs. review:
    Decide:

    • Which intents can send replies automatically when the SmartBot has high confidence.

    • Which intents should always generate tasks for human review before a reply is sent.