Who this is for. Super Admins configuring an agent on the legacy model. No other role has access to the setup wizard. Applies only to agents on Collaborative Mode. Collaborative Mode is being deprecated. Existing configurations continue to run, but new setups should use Governed Autonomy. See the Roles and Access.
Collaborative Mode is being deprecated. Existing configurations continue to run, but new setups should use Governed Autonomy.
Task Suppression is a capability group on the AP Helpdesk tab when the agent uses Collaborative Mode. It controls when the agent skips creating a task for a new message, rather than what it does once a task exists.
Figure 1. Task Suppression.
This group appears only under Collaborative Mode. An agent using Governed Autonomy has Email Categories, Processing Rules, and Task SLA in its place.
Settings
Each setting stops a task in a different way: before creation on an existing thread, when attachments become AP Invoices documents, or by dismissing it after creation.
Table 1. Task Suppression settings
| Setting | What it does |
|---|---|
| Task Suppression for Threaded Messages | Conditionally bypasses creating tasks for new messages on threads that already have outstanding tasks. |
| Suppress AP Helpdesk Tasks when AP Invoices Documents Added (appears only when AP Invoices is also selected) | No AP Helpdesk task is added for an email whose attachments produced AP Invoices documents, when either no AP Helpdesk business intent was detected, or the message body was empty. |
| Conditional Task Dismissal | Tasks are added and then automatically dismissed without assignment, for email messages carrying the selected intents. |
The second setting appears only when the same Agent Co-worker also has the AP Invoices function selected. If the co-worker handles AP Helpdesk alone, the group holds the other two settings.
Suppression can close a recovery path. The product warns of it directly on the second setting: if an email carries an undetected business intent alongside AP Invoices documents, no task is added, and because there is no task, there is nothing to edit and reprocess. The intent is lost. Weigh that against the noise the setting removes.
Suppressed is not the same as dismissed
The distinction matters when someone asks where a message went.
| Outcome | Task created? | Visible anywhere? |
|---|---|---|
| Suppressed | No | No task exists to find. |
| Conditionally dismissed | Yes, then dismissed unassigned | The task exists and can be assigned afterwards. |
Manual Task Suppression
A separate setting, Manual Task Suppression, lets task assignees apply suppression themselves rather than having it applied by configuration.
With it on, an assignee can suppress an email or a thread. After that, new messages on a thread that already has outstanding tasks do not raise further tasks, unless a user adds one by hand.
Suppression lifts in two ways: manually, by a task assignee, manager or admin; or automatically, once every task on the thread is complete.
This is the setting to reach for when a single long thread is generating a task per reply. It is scoped to the thread rather than to a category, so it does not change behavior for anything else.
Related information
- For the opposite control, which senders do get tasks, see AP Helpdesk Processing and Automation.