AP Helpdesk Capability Groups

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

Who this is for. Super Admins configuring an Agent Co-worker. No other role has access to the setup wizard. Managers still own the decisions these settings record, and are the people to ask when a setting is wrong. Requires the AP Helpdesk function enabled on the agent. See the Roles and Access.

The AP Helpdesk function is configured on step 3, Define capabilities, of the Agent Co-worker wizard. The step asks you to configure each function this co-worker handles: autonomy, document intake, field extraction, write-back rules, processing rules, and so on. Anything you do not configure falls back to platform defaults.

Navigate to Define capabilities

Open the Agent Co-worker and go to the Define capabilities step.
Select the AP Helpdesk tab. Each function you selected earlier appears as its own tab.

Step 3 of the wizard showing the function tabs, the numbered capability list, and the settings pane.

Figure 1. Define capabilities, on the AP Helpdesk tab.

Each tab carries its own inner rail of capability sections. The AP Helpdesk sections are listed below. If you also selected AP Invoices, that tab has a different set: autonomy level, document intake, field extraction, business rules, and write to SOR, configured separately. For more information, see the AP Invoices guide.

Anything you do not configure falls back to platform defaults.

Layout

A tab per selected function runs across the top: AP Invoices, AP Helpdesk, or both. Beneath it a numbered list of capability groups runs down the left, and the settings for the selected group fill the pane on the right. A group carries a check mark once it holds a configuration; because defaults count, groups you never open are ticked too.

The capability set depends on the autonomy model. Selecting Collaborative Mode in the Autonomy Level group changes the set. It drops Email Categories, Processing Rules and Task SLA, and adds Intents & Outcomes, Agent Replies and Task Suppression.

Groups under AP Helpdesk

Each group covers one slice of the Helpdesk configuration, from how much the agent does on its own to where the emails come from.

The groups are Autonomy Level, Contact Management, Email Categories, Vendor Categories, Processing & Automation, Processing Rules, Assignee Hold, Email Archiving and Task SLA. Table 1 below describes what each group controls.

Capability sections

The left navigation lists the sections in the order to work through them. This sequence applies when the autonomy level is Governed Autonomy.

Table 1. AP Helpdesk capability sections

Section	What it controls	Consequence of getting it wrong
AP Helpdesk Autonomy Level	How much the agent does on its own, and for which emails.	Wrong model means the remaining sections you need do not exist.
Configure sender types and Contact Management	Detecting and defining where the emails come from.	Over-granting exposes vendor data; under-granting caps automation.
Configure Email Categories	Detected categories from the connected mailbox, and what each reply says.	Unreviewed categories mean the agent falls back on broad ones more than it needs to.
Vendor Categories	Enabling vendor categories for category-specific agent replies.	Low risk. Every vendor receives the same reply content if nothing is enabled.
AP Helpdesk Processing and Automation	Vendor auto-enrollment and date formatting.	New vendors stay unenrolled until someone enrolls them by hand, and dates read in a format your vendors may misread.
Create and Manage AP Helpdesk Processing Rules	Action rules per category and sender type.	A missing rule means the agent has no expectation to follow. This is the most common cause of work not being automated.
Assignee Hold for Threaded Message Tasks	Assigning tasks linked to new emails based on previous tasks on the same thread.	Follow-up messages scatter across the team.
Configure AP Helpdesk email archiving	Archiving and hiding emails and email threads inside the Inbox view.	A cluttered Inbox view. Work in progress is never hidden, so the risk is low.
Task SLA Indicators	At-Risk and Overdue thresholds for the queue metrics.	Queue metrics that cannot be read sensibly.

Figure 2. The AP Helpdesk capability rail, in work order.

Work order

Two sections must come first:

Autonomy Level, because it determines which of the remaining sections appear at all.
Contact Management, because sender classification sets the authorization scope that every later section operates inside. Processing rules with sender conditions cannot work correctly against contact lists that are wrong.

The remaining sections can be configured in any order. If you are returning to change one setting, select it directly in the left rail rather than stepping through.

Section rail controls

Each section has Back and Next at the bottom of the page. The rail itself collapses using the toggle at its top, which gives the main panel more horizontal space, useful on Processing Rules and Email Categories, both of which are wide. The collapsed state applies to the current session only.

The Back and Next buttons at the foot of a capability section.

Figure 3. Back and Next at the foot of each section.

How the list differs in Collaborative Mode

Under Collaborative Mode the section list differs: Email Categories, Processing Rules and Task SLA are absent, and Intents & Outcomes, Agent Replies and Task Suppression take their place. Email Archiving appears under both models. Processing & Automation appears under both models as well, and under Collaborative Mode it covers sender-type tasks, autonomous submission, draft orchestration, labels and enrollment rather than vendor auto-enrollment and date formatting. For more information, see Collaborative Mode AP Helpdesk Agent Co-worker.