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.
The agent’s triage decision is not final. Where it read a message incorrectly, or read it correctly but should have done something else with it, you can change both the classification and the action, and the change is recorded against the message.
This article covers claiming the message first, the two controls, what changing them sets off, and how to read the history of changes already made.
Open the override controls
Switch to the By Incoming Messages view and open the message.
Scroll to AI Reasoning and Related Info at the foot of the message.
Select the Triage stage.
Override Controls sits below the reasoning.
Figure 1. Override Controls on the Triage stage, locked because the task is unassigned.
Claim the message first
The override controls are locked unless the review task on the message is assigned to you. This is why the controls are usually grayed the first time you look at them.
Table 1. When the controls are available.
The message |
Controls |
|---|---|
Has no review task |
Available to anyone. |
Has a task assigned to you |
Available. |
Has a task assigned to someone else |
Locked. |
Has a task nobody has taken |
Locked. |
An unassigned task locks the controls just as firmly as one belonging to a colleague. To take it, set the assignee on the task row under the Intelligent Summary to yourself. The controls become live once the task is yours.
The rule stops two people working the same message and overwriting each other.
Change the classification
The Business switch says whether the agent treated this as business mail. Turn it off for something that reached the AP address but is not AP work, and on for a message the agent set aside in error.
The Action list only applies to business mail, so it is hidden while the saved classification is not business. Turning Business on does not make the list appear straight away: it appears after you save, because saving is what re-runs the classification. If you have just switched it on and cannot see Action, save first and come back.
Change the action
Action sets what the agent should do with the message.
Table 2. Routing actions.
Action |
What the agent does |
|---|---|
Auto Respond (AI Agent) |
Answers the message itself, without waiting for anyone. Where autonomous responses are switched on for the agent, a reply set to this action is sent to the sender without further review. |
Needs Review (Team/User) |
Stops and raises a review task, so a person decides. |
Forward Email |
Sends the message on. Choosing it opens a forwarding panel straight away, where you pick who it goes to. |
Archive (AI Agent) |
Files the message with no reply. Use it for mail that needs no answer. |
What changing the action sets off
Changing the action does not just relabel the message. The agent has to redo the work that followed the original decision, so it asks first, in a dialog headed Rewind Pipeline?
Changing the triage action will rewind the pipeline. Intent Detection, SOR, and Draft Response steps will be re-processed. Previous data is preserved in the audit trail.
Select Proceed with Rewind to go ahead, or Cancel to leave the decision as it was.
A rewind can send mail. Rewinding re-runs Draft Response. Where you have set the action to Auto Respond (AI Agent) and autonomous responses are switched on for the agent, the regenerated reply goes to the sender without waiting for anyone. Set the action to Needs Review (Team/User) first if you want to read the reply before it leaves.
Two things follow from this, and both matter.
Any draft reply already written is discarded and rewritten. If you had edited it, your edit goes with it, so send a draft you are happy with before changing the action rather than after.
Nothing is lost from the record. The earlier run stays in the audit trail, and the change appears in Correction History.
Correction Applied
Changing a classification or an action opens a Correction Applied panel that states what changed, in the form of the field, its old value and its new one. A comment box asks why you are correcting it; the comment is optional.
The panel also carries an Add Rule from Correction expander. It offers a condition, prompted with when the rule should apply, and an action, prompted with what should be taken, both prefilled from the message you just corrected. This is the route from a one-off correction to a standing rule, so use it where the same correction keeps recurring rather than for a single odd message.
Select Skip to record the correction without a comment or a rule.
Read the correction history
Correction History, below the override controls, lists every change already made to this message, with a count on the heading. Each entry names what changed, the value before and after, the reason, and who made it. Changes the agent made on its own are attributed to system.
Read it before you override anything. A message that has already been rerouted once has usually been rerouted for a reason, and the entry will tell you what it was.
One message, or every message like it
An override applies to the message in front of you. It does not teach the agent a rule.
If you find yourself making the same correction repeatedly, the fix belongs in configuration rather than in the message: the category itself, through Manage Email Categories on the Email Category Detection stage, or the rules the agent evaluates. Overriding the same thing twenty times leaves twenty corrections and changes nothing about the twenty-first.