Who this is for. AP Helpdesk Analysts, Specialists and Managers, and ProcureToPay Managers and Agents. Every AP role can open this screen; the behavior it describes needs the AP Helpdesk function on the agent. See the Roles and Access.
When the agent cannot finish a message on its own, it raises a review task and says what it needs. The task is not just a flag: it carries the agent’s summary, the vendor it matched, specific questions it wants answered, the items it wants checked, and the reply it has drafted so far.
This article covers the Task details panel and the work you do in it.
Open the task details panel
Open a message that carries a REVIEW TASK row, then select the row. The panel opens on the right.
You can also reach it from the task reference under the Intelligent Summary in the By Incoming Messages view, such as AP-01176 (New).
Show Task, at the top of the panel, opens the task in full. The cross closes the panel and leaves the message where it was.
Figure 1. The Task details panel.
What the panel shows
The panel runs top to bottom in the order the agent worked, so reading it downwards tells you the story of the message.
Table 1. Sections of the panel.
Section |
What it holds |
|---|---|
Summary bar |
The task title, how long ago it was raised, the sender and sender type, the task reference, Assignee and Priority. |
Intelligent Summary |
The same summary as on the message, with Jump to questions to skip straight to the part that needs you. |
Detected Email Categories |
What the agent classified the message as, with Manage Email Categories for the configuration behind it. |
MATCHED VENDOR(S) |
The vendor the sender resolved to, with its identifier. |
NEXT |
One line saying what the agent thinks should happen next, with Go to review to get there. |
Answer |
The agent’s questions for you. |
Review |
The items it wants checked before anything is sent. |
The draft |
The reply as it currently stands, followed by the Tone control. |
As with the override controls, everything you can act on stays locked until the task is assigned to you. Set Assignee to yourself first. See Override a Triage Decision.
Answer the gap questions
A gap question is something the agent needed and could not find. The heading counts them, and each one is numbered.
Figure 2. The drafted reply, with the Tone control below it.
Each question carries three things: the question itself, a WHY THIS MATTERS line explaining what is missing from the record, and a box to answer in with an example of the format wanted.
The WHY THIS MATTERS line is the useful part. It does not just repeat the question, it names the record that is incomplete, which often means the real fix is in the system of record rather than in this reply.
Answer as many questions as you can.
Select Submit answers & regenerate draft. The agent rewrites the reply using what you gave it.
You do not have to answer all of them. The panel says so: Answer at least one gap to regenerate the draft. Where you cannot answer any, Skip all moves on and leaves the draft as it is.
Review what the agent flagged
The Review section lists items the agent wants a person to confirm, with a count. Each carries a REASONING line giving the vendor it matched, the intent it read, and the confidence behind it.
Warnings appear here too, and they are worth reading in full rather than skimming. A warning that the classifier disagrees with the email category, for example, also tells you what follows from it: that no attachment was treated as the document type in question, so nothing has been pre-selected for you.
That is the difference between an item you can confirm quickly and one where the agent is telling you its own reading is doubtful.
Check the draft and set the tone
The drafted reply sits below, exactly as the vendor would receive it, including any table of records and the signature.
Under it, Tone offers Concise, Balanced and Detailed. Balanced is the default. Use Concise for a vendor who writes often and wants an answer rather than an explanation, and Detailed where the reply has to stand on its own, such as a disputed amount.
Read the draft against the records it quotes before sending. Where a figure in the draft reads not on file, that is the agent saying the record is empty rather than that the value is zero, and sending it tells the vendor the same thing.