Who this is for. AP Helpdesk Analysts. See the Roles and Access.
Selecting a task in the queue opens it in the detail pane on the right. The pane is built from a header, two blocks that report what the Agent Co-worker found, and an action card that carries up to four typed action blocks.
This article covers reading a task: what the pane holds, what the agent understood from the email, and which vendor it resolved the sender to. Acting on it is covered separately. See Review and Send the Draft Reply and Assign, Prioritize, and Complete a Task.
The pane, top to bottom
The numbers match the order the blocks appear on screen, so the # column doubles as a map of the pane.
Table 1. Blocks of the detail pane
# |
Block |
Holds |
|---|---|---|
1 |
Header |
Subject and age, the sender with its sender-type badge (External Sender, Internal Sender, System Sender or Unknown Sender), the task ID, Assignee, Priority, and Mark task done. AI Reasoning and Related Info and Activities open from here. |
2 |
Intelligent Summary |
What the Agent Co-worker extracted from the email: a summary sentence, key requests, key information, referenced records, and the rules that fired. |
3 |
Detected Email Categories and Matched Vendor(s) |
What the agent decided the email was about, and which vendor record it resolved the sender to. |
4 |
Answer |
Gap questions, when the agent could not find everything it needed. |
5 |
Approve |
Items a rule asked you to approve or reject, each with an optional comment. |
6 |
Acknowledge |
Facts a rule asked you to confirm, with an optional note. |
7 |
Review |
The draft reply, with its recipients, language, editor, attachments, Tone, and the send, discard and forward actions. |
Blocks 4 to 7 make up the action card. Only the blocks a task actually carries appear, and always in this order. A banner sits between block 3 and block 4 naming the first of blocks 4 to 7 that still needs you, with a button that jumps to it. See The next-step banner.
Assignment decides what you can do. The blocks a task carries are shown to every user who can open it, but the draft reply can only be edited, sent, discarded or forwarded on a task assigned to you. On another user’s task the reply block is read only, whatever your role.
The Intelligent Summary
The Intelligent Summary sits directly beneath the header and is the first block that reports the agent’s own work. It records what the Agent Co-worker extracted from the inbound email, meaning the agent’s reading of the message, before any action was taken on it. Read it first. Everything the agent did next follows from this reading, so a wrong summary explains a wrong draft.
Figure 1. The Intelligent Summary, expanded.
Table 2. Intelligent Summary elements
Element |
Holds |
|---|---|
Summary sentence |
A one-line statement of what the email is asking. |
Key requests |
A bulleted list of what the sender is asking for. |
Key information |
A bulleted list of facts extracted from the email, such as an invoice number, amount, or payment date. |
Referenced records |
Chips naming records, for example Invoice IYFDNK-00213. |
Show more / Show less |
Expands and collapses the block. |
Jump to… |
A button in the block header, shown only while the task is not Done. It names the first outstanding section: Jump to questions, Jump to Approve, Jump to Acknowledge or Jump to Review. It reads Jump to details when nothing is outstanding. |
Rules applied |
A collapsible row reporting how many rules fired. Selecting it lists every rule that applied, in full. |
What is collapsed and what is omitted
The two behave differently. Check both before concluding that a task has no extracted detail.
Key information and Referenced records are always collapsed, not omitted. Only the summary sentence and Key requests show until Show more is selected; selecting it reveals both sections and the control becomes Show less.
The rules applied row is omitted when no rule fired. Tasks where rules fired show the row reading the number that fired, for example 1 rule applied or 7 rules applied. Selecting the row lists them. A task where none fired shows no row at all.
An absent rules row is information, not a gap. It tells you the agent reached this task without any configured rule matching, which is usually why it needed a person.
The rules row reports how many configured rules fired on the task and can be expanded to see which. When a task behaves unexpectedly, this is the fastest check: an unexpected rule firing, or the expected one not firing, explains most surprises without opening the reasoning drawer.
Read it quickly
Read the summary sentence. If it has misread the email, stop and correct the categorization rather than working the task as framed.
Scan Key requests against what you can see of the email. A missing request means the reply will be incomplete.
Select Show more only when you need the extracted values. Most tasks do not require it.
Check rules applied if the proposed action surprises you.
Detected Email Categories
Two sections sit between the Intelligent Summary and the draft reply: Detected Email Categories and the matched-vendor section. The second is headed Matched Vendor(s) when the sender is external and Linked Vendor(s) otherwise. Together they show what the Agent Co-worker decided the email was about, and which vendor record it resolved the sender to. Check both before you act on the draft reply.
Figure 2. Detected Email Categories, expanded, and Matched Vendor(s).
The block header includes a chevron that expands and collapses the block. Each detected category appears as a row showing three things: the category name, a short explanation of why the category was detected, and a confidence percentage at the right of the row.
Correct a category
A detected category is not final. Select Manage Email Categories to enter edit mode.
To add a category the agent missed:
Select + Add Email Category.
Select a category from the Select an email category... list.
In Notes (Optional), describe why the category applies.
Select Add. To close the form without adding one, select Cancel.
To remove one it detected in error, select the X at the right of the category row. The X appears only while more than one category is listed, because a task must keep at least one category.
Select Save to keep the categories as edited, or Cancel to discard the changes.
Editing the detected categories is gated on assignment: Manage Email Categories is disabled unless the task is assigned to you and its status is not Done or Canceled. If it is grayed out, claim the task first.
Matched Vendor(s)
The block is headed MATCHED VENDOR(S) when the sender is external, and LINKED VENDOR(S) when the sender is internal, a system sender, or unknown. Either way it shows the vendor name followed by a supplier ID, rendered as a link. Selecting the supplier ID opens the Records panel for that vendor, where you can review the vendor’s identity, recent communication, and financial records.
Check that the matched vendor is the vendor the email actually came from before you send a reply. A sender that does not resolve to a vendor record is handled as an Unknown sender. Where none was matched, + Add Vendor adds the sender as a vendor record.
Where the sender resolved to no vendor at all, the block reports it rather than sitting empty. A warning row reads No vendor link found, followed by two lines: No vendor link found from email content, and The draft will be generated without vendor-specific context. The second line is the one that matters before you read the reply. The agent still writes a draft, but it is written without anything held against the vendor record, so check any figure, term or reference in it against the source before sending.
What confidence should prompt a check
Confidence is shown as a percentage on the pipeline and as High, Medium or Low on extracted document fields. They are the same idea in two formats, so do not expect one to match the other. There is no threshold below which the product stops itself. Treat anything the agent flags as Low, and any vendor match it reports as uncertain, as a reason to open the SOR stage and read what it actually matched on before you act on the draft.
The next-step banner
Below the vendor block, a banner names the one thing to do next and carries a button that jumps to the matching block further down the pane. It is labelled NEXT.
Where a task has several outstanding items the banner names only the first, in a fixed order: open questions, then approvals, then acknowledgements, then the drafted reply. Answering comes first because the draft is rebuilt from the answers, so reviewing it before they are in is wasted reading.
Table 3. What the banner names, and where its button goes
The banner reads |
Button |
|---|---|
Answer the open question(s) so the agent can rebuild the draft. |
Go to answer |
Review and authorize the proposed change. |
Go to approve |
Acknowledge to confirm awareness for audit. |
Go to acknowledge |
Review the drafted reply and send when ready. |
Go to review |
The banner is absent in three cases: nothing is outstanding, every outstanding item has already been done, rejected, discarded or skipped, or the pane holds only one action block, where the button would have nowhere to jump to. The drafted-reply suggestion is also withdrawn once the reply has left, whether it was sent, sent by the agent, forwarded, submitted, archived or escalated.
This is the same navigation the Jump to… button in the Intelligent Summary header offers, from a second place on the pane.
Figure 3. The next-step banner.
Controls in the pane
When a label in the pane is not self-explanatory, look it up here rather than selecting it to find out.
Table 4. Detail pane controls
Control |
What it does |
|---|---|
Jump to… |
Moves to the first outstanding section, for example Jump to Review. |
Show more |
Expands a truncated block. |
Rules applied |
Reports how many processing rules fired on this task. Selecting it shows which. |
Manage Email Categories |
Opens the email category configuration from the task. Editing is gated on assignment rather than on role: the control is available only while the task is assigned to you and its status is not Done or Canceled. |
+ Add Vendor |
Adds the sender as a vendor record where none was matched. |
Translate to English |
Translates the message. Original and English (Translated) switch between the two. |
Open email thread |
Opens the Email Thread panel. |
Open task notes |
Opens the Task Notes panel. |
Open records |
Opens the Records browser. |
Close panel |
Closes the open side panel. |
Translate to English is useful on vendor mail that arrives in another language. The agent classifies and drafts against the original, and the translation is for the person reading it.
Figure 4. Controls in the detail pane header.
Related information
To work the draft the agent prepared, see Review and Send the Draft Reply.
To claim, prioritize, or close the task, see Assign, Prioritize, and Complete a Task.
For the panels that attach to the pane, including the vendor’s records, see Task Side Panels.