Standard Email Categories

Written by Uday Kumar Updated September 17, 2026 05:09

Who this is for. Everyone. See the Roles and Access.

The standard email categories shipped with the platform, as listed in the Email Categories capability group.

Use it to see what a category name matches before you rely on one in a processing rule or a filter.

Category types

Every category has one of four types: acknowledgement, inquiry, request, or update.

Standard categories

Processing rules name a category as it appears in the interface, not by its intent context. The starter rules the product loads read, for example, “Do not create email drafts for Invoice Submission email category.” A rule that does not name a real category is dropped when the rule is read. A rule stores the category key rather than its display name, so renaming a category does not break a rule that references it.

Table 1. Standard email categories

Display name	Intent type	Intent context	Description
Acknowledgement	Acknowledgement	acknowledgement	Receipt confirmation, thanks, or simple acknowledgement of a previous message. No action required; file for reference.
Banking Detail Update Request	Request	Banking_Detail_Update	Request to change wire, ACH, or bank account information; high fraud risk requiring elevated verification SOP.
Credit Memo Submission	Update	Credit_Memo_Submission	Submission of a credit memo (negative invoice) to reduce amount owed for returns, adjustments, or pricing corrections.
Delivery Failure Notification	Update	Delivery_Failure	Mail server non-delivery report indicating an outbound email could not be delivered.
Dispute Notification	Update	Dispute_Notification	Formal communication of disagreement with an invoice, charge, payment amount, or contract term; broader than short-pay.
Inquiry	Inquiry	inquiry	General question or status inquiry that does not match a more specific inquiry intent. Sender is asking for information; route for human review.
Invoice Correction	Update	Invoice_Correction	Submission of a revised invoice intended to supersede a previously submitted invoice due to error or change.
Invoice Submission	Update	Invoice_Submission	Submission of a new invoice for processing, typically with PDF attachment and PO reference.
Out of Office Notification	Update	Out_of_Office	Automated reply indicating the recipient is unavailable for a defined period.
Overpayment Notification	Update	Overpayment_Notification	Notification that an overpayment was received, possibly with proposed handling (refund, credit application, or hold).
Payment Confirmation	Update	Payment_Confirmation	Confirmation of payment receipt with transaction substance such as amount, invoice references, and receipt date.
Payment Status Inquiry	Inquiry	Payment_Status	Inquiry about timing or status of an expected payment for one or more invoices.
PO Status Inquiry	Inquiry	PO_Status	Inquiry about the status, receipt, or approval state of a purchase order.
Record Update Request	Request	Record_Update	Request to modify non-banking vendor master record data such as address, contact, name, or remit-to; excludes bank account changes.
Remittance Advice Request	Request	Remittance_Advice	Request for remittance detail showing which invoices a received payment covers.
Request	Request	request	General action request that does not match a more specific request intent. Sender is asking for something to be done; route for human review.
Service Disruption Notice	Update	Service_Disruption_Notice	Notification of impending service suspension, disconnection, or shipment hold tied to payment status.
Short Pay Inquiry	Inquiry	Short_Pay	Inquiry about why a received payment was less than the full invoiced amount.
Statement Submission	Update	Statement_Submission	Submission of a statement listing open or aged invoice balances for reconciliation.
Tax Document Submission	Update	Tax_Document_Submission	Submission of a tax compliance document such as W-9, W-8BEN, residency certificate, or VAT registration.
Update	Update	update	Informational status update or change notification from the sender (for example, “FYI”, “for your records”, forwarded info). No specific action requested; file for reference.

For managers

Read a category

Display name is what appears on tasks and email badges, and what processing rules reference.
Intent type is one of four: Request, Inquiry, Update, or Acknowledgement. It groups categories for reporting.
Intent context is the snake_case identifier naming the business pattern. It appears in a fixed-width font on the category row.

Categories with defined processing outcomes

Five categories carry a complete workflow rather than only a classification.

Table 2. Categories with defined outcomes

Category	Outcomes
Invoice Submission	Duplicate check, then file transfer to the system of record.
Credit Memo Submission	Duplicate check, then file transfer to the system of record.
Payment Status Inquiry	Reply when records are found; reply when records are not found; summary attachment; remittance advice attachments.
Remittance Advice Request	Reply when records are found; reply when records are not found; remittance advice attachments.
PO Status Inquiry	Reply when records are found; reply when records are not found; PO status attachment, available for Internal Senders.

Category boundaries

Banking Detail Update Request carries high fraud risk. Configure a rule that escalates these emails for manual verification.
Record Update Request covers vendor master changes but explicitly excludes bank account changes, which fall under Banking Detail Update Request. The boundary matters when writing rules.
Dispute Notification is broader than Short Pay Inquiry. A short pay is one kind of dispute; a dispute need not involve a short pay.
Invoice Correction supersedes a previously submitted invoice, which is different from Invoice Submission. Duplicate handling behaves differently between them.

Macro categories

When no precise category is found, the Agent Co-worker applies a macro category: Request, Inquiry, Update, Acknowledgement, Unintelligible, or Undetermined. Processing continues rather than stopping.

Related information

For the capability group these appear in, see Email Categories in the Agent Configuration.