Understanding the Running Instances Table

Written by Uday Kumar Updated

Overview

The Running Instances table provides a real-time overview of all active SmartFlow automations for AR Helpdesk in SmartCustomer. Each row in the table represents a single running AR Helpdesk SmartFlow instance.

Table 1. Understanding Running Instances

FieldDescription
ERPThe ERP (Enterprise Resource Planning) or AR system of record associated with the AR Helpdesk SmartFlow instance.
MailboxThe email address of the AR helpdesk mailbox connected to this instance.
StatusThe operational status of the SmartFlow instance.<br>- Always displayed in green and labeled as “Running” for entries in the Running Instances table.
Replies

Indicates whether automated SmartBot replies are currently enabled for this AR Helpdesk instance.

  • Active: Shown in the default color when replies are enabled.
  • Paused: Turns red and is labeled “Paused” when replies are disabled.
Actions

Provides controls to manage the AR Helpdesk SmartFlow instance:

  • Pause/Start – Toggles SmartBot replies on or off.
  • Stop – Stops the instance and triggers a confirmation warning.
  • Edit – Opens the configuration for this instance.

Actions Available

Pause/Start: Click Pause/Start to pause or resume automated SmartBot replies for the AR Helpdesk instance.

  • When paused:

    • The Replies field turns red and displays “Paused.”

    • The Pause/Start button itself turns green to indicate replies are currently paused and can be resumed.

Edit: Click Edit to open and update the configuration for the selected AR Helpdesk SmartFlow instance.
Use this to change settings such as mailbox configuration, SoR connection options, enrollment, or SmartBot behavior (as allowed by your environment).

Run Again: Use the Run Again button (below the table) to create a new AR Helpdesk SmartFlow instance based on the configuration of the selected running instance.

  • This creates a fresh instance using the same configuration details, allowing you to:

    • Reuse a known-good setup, or

    • Spin up AR Helpdesk for a different environment or mailbox with minimal changes.

Stop: Click Stop to stop the running AR Helpdesk instance.

  • When you click Stop, a warning dialog appears to confirm your action.

Warning Message:

You are about to stop the SmartFlow Skill. All your prior configuration of this Skill will be removed, all history of communication and actions done by the bots will be removed, and the automation will stop. If you choose to proceed please press Continue, otherwise please press Cancel.

Dialog Details:

  • A warning icon (orange triangle with an exclamation mark) is displayed.

  • Two action buttons are available:

    • Cancel: Dismisses the dialog without stopping the instance.

    • Continue: Confirms the action and stops the SmartFlow instance, permanently removing all configuration and communication history for that instance.

Important: Use this action with caution. Stopping an AR Helpdesk SmartFlow instance is permanent and cannot be undone. All prior configuration and history for that SmartFlow instance will be deleted, and AR Helpdesk automation for that ERP–mailbox combination will stop.

Figure 1. SmartFlow Instance – AR Helpdesk Running Instances