Task Rules for AP Helpdesk

Written by Uday Kumar Updated September 23, 2026 14:35

Who this is for. SuperAdmins. Applies to. AP Helpdesk. Access. Requires the TEAM_MANAGEMENT permission. See the Roles and Access Reference.

A task rule routes an AP Helpdesk task, which is the work the agent raises from a vendor email. Task rules sit on the Task Rules tab of the policy and are evaluated only against tasks.

Condition attributes

A task rule can test eighteen attributes, which is nine more than a document rule offers. The extra ones read the email itself and what the agent detected in it.

Table 1. Condition attributes on a task rule

Input Attribute	Operators	What it reads	Example
Email To	contains, in	The address the email was sent to. Use it to split a shared mailbox by the alias the vendor wrote to.	`Email To in ap@northwind.example`
Email From	contains, in	The address that delivered the mail. This is who sent it, not the vendor address printed on the invoice, so mail arriving through a forwarder carries the forwarder here.	`Email From contains billing`
Email From Domain	contains, in	Everything after the @ of the sending address. Use it to route a whole company at once.	`Email From Domain contains northwind.example`
Email Subject	contains	Text in the subject line. Matching ignores case.	`Email Subject contains CREDIT HOLD`
Email Body	contains	Text anywhere in the message body.	`Email Body contains urgent`
Sender Type	in	How contact management classified the sender. The picker offers Enrolled, Unenrolled, Internal, Internal Cohort, External Cohort, System and Unknown.	`Sender Type in Enrolled, External Cohort`
Detected Intent	in	What the agent decided the email is asking for. The list is supplied by the product.	`Detected Intent in Request for Payment Status`
CA Intents	in	Intents detected by the collections agent, where that is in use.	`CA Intents in Record Update Request`
Vendor	in	Specific vendors picked from your synced vendor records. Best for a short, explicit list.	`Vendor in Northwind Supplies`
Vendor Name	contains, range starts with, range ends with	The vendor name as text, or an alphabetical band. The two range operators come as a pair and each box takes a single letter.	`Vendor Name range starts with A` with `range ends with G`
Supplier Group	in	The supplier group on the matched vendor record, synced from your ERP.	`Supplier Group in` the groups you pick
Supplier Default Payment Method	in	The vendor default payment type, such as ACH or check, from the matched vendor record.	`Supplier Default Payment Method in ACH`
Supplier Category	in	The vendor category on the matched vendor record.	`Supplier Category in Utilities`
Vendor Status	in	The status on the vendor record, such as Active. Offered on task rules only.	`Vendor Status in Active`
Entity	in	The legal entity, from your synced entity records. Only the entity on the work item is considered, never one linked to the vendor.	`Entity in Warbucks Industries`
Tax Identification Number	contains	The tax identification number, as free text.	`Tax Identification Number contains` the digits
Tax Id Type	in	The kind of tax identifier, chosen from a list.	`Tax Id Type in` the types you pick
Address	contains	The address on the work item. Use it to route by site or region.	`Address contains Alpharetta GA`

Use contains for a substring or a single value. Use in when you need to match several exact values. Because in is exact, a sender rule built with it is the one that most often fails to fire.

Sender Type takes its values from contact management, which classifies the FROM address on every inbound email. For the list and what each type authorises, see Contact Management Overview. Two of those values match on the email domain rather than the individual address. External Cohort is a sender whose domain already appears in your vendor directory, such as a new person at a vendor you work with. Internal Cohort is a sender on your own mailbox domain, or on a configured internal domain, such as a colleague not yet on the internal contacts list. A sender on a public domain is never either one.

The Add Rule dialog on the Task tab, with the Input Attribute list open and scrolled to show the first twelve of eighteen attributes

Figure 1. The attribute list on a task rule. The list scrolls, and eighteen attributes are offered.

Actions

The Then half of a rule takes an action, a target and a value.

Table 2. Actions

Action	Target	Value
Assign	Team	One team. Members take the work in turn, in the order they were added, which the product calls round-robin distribution.
Assign	User	One user, picked from the list.
Set	Priority	High, Medium or Low. Priority is the only thing Set can change.

Use Add Action to combine actions on one rule, for example assign to a team and set a priority. Combining them on one rule is more reliable than splitting them across two, because evaluation stops at the first match.

Related information

For the rule builder, operators and rule order, see Build Assignment Rules (AP Helpdesk).
When a task reached the wrong person, see Troubleshoot Task Distribution.