Email Templates

Who this is for. Super Admins. AP Helpdesk Managers, Specialists and Analysts cannot open AP Intelligence. See the Roles and Access.

Every reply the agent drafts is built from a template, and this is where those templates live. It decides how your organization sounds to a vendor: the greeting, the sign-off, the signature, and how formal the wording is.

The settings split in two. The defaults apply to every reply this mailbox sends. Below them, each email category can override the body guidance, so a payment-status answer can read differently from a dispute without either losing the house greeting and signature.

Figure 1. Email Templates.

Defaults apply everywhere; only the body changes

The panel states the division plainly: “Defaults below (greeting, signature, closing, tone) apply to every email category for this source. Per-category rows below them only control the body guidance and format.”

Each of these applies to every reply the agent sends.

The panel is a single Defaults view. A green Customized pill appears beside the heading once this mailbox has overridden the Auditoria defaults, and only then does Reset to Auditoria default join Save defaults.

Signature

A signature can carry an image. The panel offers Upload signature image (logo) and notes that you can “paste or drag an image directly into the signature. Select an image to resize it by dragging the corners, or use the toolbar above to align it left, center, or right.”

Below it, Current Saved Signature Preview shows what is actually stored for this source. The same HTML gets appended to every AI-drafted reply for every intent.

The preview is worth reading before saving. Because the same HTML is appended to every reply for every intent, a signature that renders badly is wrong on all of them at once, and vendors see it immediately.

Per-category body guidance

Beneath the defaults, each email category has a row showing Email Category, Body format, Status (Default, Customized or Disabled) and Updated, plus a single action button at the end of the row: Customize on a row still using the default, Edit once it has been overridden. A Show disabled email categories control, above the table on the right, adds rows for categories that are switched off, and its label becomes Hide disabled email categories. On those rows the action button is grayed out.

Edit the per-category guidance

Under Governed Autonomy the agent composes each reply rather than filling a stored template, so there is no per-intent template in the setup wizard. How replies are worded is set in two places, and which one you use depends on what you are changing.

Greeting, signature, closing and tone are the shared defaults, set once per mailbox in the Email Templates section of SmartVendor Settings. The body guidance for one category is set in the Response guidance modal, which you reach from the Open email template icon on a category row in the Email Categories capability group. It is the same modal in both places.

The modal tells you to manage the defaults “in the Defaults section above”. That section exists only when the modal is opened from Email Templates in SmartVendor Settings. Opened from the capability group, there is no Defaults section on the screen. Go to Email Templates instead.

What can be set

The panel states its scope: “Set the greeting, signature, and tone of AI replies for this mailbox, and tune how each intent’s body is written.”

Three surfaces shape a reply

Table 1. The three surfaces that shape a reply

For Super Admins

Open the response guidance modal

1. On the Define capabilities step, select the AP Helpdesk tab, then select Email Categories.

2. On a category row, select the Open email template icon. The Response guidance modal opens, titled with the category name, for example Response guidance — Acknowledgement, with a Default badge.

Write the body guidance

1. In the Response guidance for the AI field, describe how the reply body should be composed. The field shows a character count against a 2,000-character limit.

Effective guidance tends to cover four things:

• How to open. For example, a one-line acknowledgement of what the sender asked for.

• How to address each item. For example, answer each question directly using exact identifiers such as invoice number, purchase order number, payment reference, and vendor name.

• What to do when data is missing. For example, state explicitly what is not available rather than guessing, rounding, or paraphrasing figures.

• How to close. For example, the standard offer of further help.

Guidance about tone can also be set here, such as matching the sender’s level of formality.

Accuracy takes precedence over style. Where your guidance would conflict with reporting the retrieved records accurately, accuracy wins. Do not write guidance that asks for more certainty than the records support.

Choose the body format

1. Under Body format, select Table or Plain.

Table 2. Body format options

Define the table columns

Selecting Table opens a column builder. Order matters: the columns render left to right in the order listed.

1. Select Add column. A numbered row appears.

2. In the first field, enter the column header the vendor will see, for example Invoice Number. Maximum 80 characters.

3. In the second field, enter the data field the column reads from, for example invoiceNumber. Maximum 64 characters.

4. Use Move up and Move down to reorder, and Remove column to delete one.

Figure 2. The Response guidance modal with Body format set to Table, showing the column builder.

The modal lists the suggested field keys for the category beneath the builder. Use those keys rather than guessing.

A column is saved only when both the header and the data field are filled in. A half-completed row is discarded on save without warning, and the column does not appear in the reply.

You can define up to twelve columns; Add column is disabled at that point. Leaving the builder empty is valid. The builder then reads No columns set and notes that Auditoria defaults apply, and the agent uses the default columns for that category.

Add a per-record template

For Plain format you can supply a template that is applied once per record in the reply. The template holds up to 4,000 characters.

1. The modal lists the available placeholders for the category directly beneath the field, in {fieldKey} form. Use those.

2. Enter the template using {fieldKey} placeholders, for example: Invoice Number: {invoiceNumber}.

3. Leave the template empty for free-form narrative sentences instead.

If a placeholder has no value on file, the reply says not on file in its place rather than leaving a gap or inventing a value. For some fields that reads as reassuringly precise; for others it can look evasive, and the wording of the surrounding guidance is what softens it.

Preview the reply

1. Select SHOW PREVIEW. The preview renders the greeting, body, closing, signature, and logo as the reply would compose for this category.

2. Select HIDE PREVIEW to collapse it.

3. Select SAVE to keep the guidance, or CANCEL to discard changes.

Default against Customized

The badge beside the modal title reports which one you are looking at.

Table 3. Origin badge

On a Customized category a third button, Reset to default, appears beside Cancel and Save. It removes your override and restores the shipped guidance. It takes effect immediately, with no confirmation step, so treat it as the discard action it is. The button is absent while the badge reads Default.

Where no sample data ships for a category, the preview notes that the Agent Co-worker would compose a narrative reply from your body guidance, in place of rendered record values.

Preview from the category list

1. On a category row, select the Preview reply template icon. The Reply preview modal opens and renders the composed reply.

2. Select CUSTOMIZE THIS TEMPLATE to edit the guidance, or CLOSE to dismiss.

For more information, see Create and Manage AP Helpdesk Processing Rules.

Notes

Guidance is set per email category, so a payment-status reply and an invoice-submission acknowledgement can read quite differently.

Whether a reply is drafted for review or sent autonomously is not set here. That is governed by your processing rules. For more information, see Create and Manage AP Helpdesk Processing Rules.

What the empty fields prompt for

Both text areas carry prompt text that tells you what belongs there.

Table 4. Field placeholders

The first placeholder is a useful checklist in itself: what to lead with, what to mention, what to avoid, and how long the reply should run. Guidance that answers all four tends to produce replies that need no editing.

Move between the two screens

The Per-category body guidance area in SmartVendor Settings carries a link in its own lead text: to add a new email category, or to disable replies for one, open Email Categories in the AP Intelligence left rail. Selecting it switches you to the same category list you reach from the capability rail.

The link runs one way. There is no matching jump from the capability rail back to the shared defaults, so the modal’s instruction to use the Defaults section cannot be followed from that side.

Helper line under the guidance field

Beneath the character count the modal states a precedence rule verbatim: Data accuracy from the ADC context overrides any stylistic conflict.

ADC is the data context the agent assembles for the message, meaning the records it retrieved. The line is the product telling you that guidance is styling, not authority. Guidance asking the agent to be reassuring about a figure it cannot support will lose to the record every time, which is the behavior you want.

While it is saving, and when it fails

The modal has three transient states worth recognizing.

Table 5. Transient states

A failed save leaves the previous guidance in force. Nothing is partially applied.

Related information

• Email Categories

• Email Categories in the Agent Configuration

• Open SmartVendor Settings