Who this is for. AP Helpdesk Analysts and Managers. See Roles and Access.
The mailbox holds the correspondence itself: every message the agent took in, with the classification and labels it applied. Where the task queue shows you work, the mailbox shows you the conversation the work came from.
This is not your own inbox. It is the shared mailbox the agent monitors, read through Auditoria, and what you do here does not change the connected mailbox unless the action says so.
Figure 1. The mailbox, open on the Inbox.
Open the mailbox
In the navigation rail, point to SmartVendor, then select SmartVendor from the menu that opens.
Check the ERP and Mailbox selectors above the tabs. The mailbox you choose is the mailbox you are about to read.
Select the envelope icon at the right-hand end of the tab row.
The mailbox opens on Inbox, sorted newest first.
Folders
Four folders sit in the left panel, with Compose above them.
Table 1. The folders.
Folder |
What it holds |
|---|---|
Inbox |
Everything received and not archived. This is the working view. |
Sent |
What went out, whether the agent sent it or a person did. |
Drafts |
Replies prepared and not yet sent. |
Archived |
Messages moved out of the Inbox. Present only where email archiving is enabled. |
Archiving hides a thread from the Inbox and nothing more. An archived thread returns on its own when a reply arrives, a message with a New or Open task cannot be archived at all, and nothing is archived in the connected mailbox. See Settings.
Labels
Below the folders is the label list. Labels are applied by the agent, not by you, and each records a step of its reasoning, so reading the labels on a message tells you what it decided and where it stopped.
They fall into four groups.
Table 2. Label groups.
Group |
Examples |
What it tells you |
|---|---|---|
What was asked |
RequestForPaymentStatus, RequestForPOStatus, RequestForRemittanceAdvice, RecordUpdateRequest, ShortPayInquiry, InvoiceSubmission |
The intent the agent detected. |
What it found |
SomeInvoicesFound, NoInvoicesFound, NoPaymentInfo, InvoiceAlreadyRecorded, InvoiceDuplicate, POStatusAllUnavailable |
The result of the lookup, which decides the wording of the reply. |
What it did |
PaymentStatusSent, SomeStatusesSent, GeneralStatusSent, POStatusSent, RemittanceAdviceSent, InvoiceForwarded |
The outcome that was carried out. |
Who sent it, and what stopped |
InternalSender, UnenrolledSender, UnknownSender, DomainMatch, NotEnrolled, NeedsHumanAttention, InvoiceAttachmentsMissing |
The sender classification, and the reason a message needed a person. |
None, at the top of the list, selects messages the agent applied no label to. The exact set depends on what your agent is configured to do, so a label described here may not appear on your tenant.
Filter by a label
Select a label in the left panel. The list narrows to messages carrying it.
Select it again to clear.
Selecting NeedsHumanAttention is the quickest way to see everything the agent could not finish, without going through the task queue.
Figure 2. The folder and label panel.
Search and filter
Search finds a message you already know about. Filters answer a question about a group of them.
The search box sits at the top of the filter row and searches the current folder. Use it when you have something specific to match on, such as an invoice number a vendor has quoted.
Filters are named chips along the top of the list. Select one, choose a value, and the list narrows. Several combine, and each one added narrows further.
Table 3. The mailbox filters.
Group |
Filters |
|---|---|
Who and what |
From, To, Cc, Subject, Body, Sender Type |
What the agent decided |
Label, Record Match, Match Type, Pre-check, Processing State, Document Classification |
The work attached |
Task Type, Task Status, Task Assignment, Task Assignee |
The message itself |
Date, Attachment Type, Email Direction, Read Status, Last Read By |
Five of those deserve spelling out, because they filter on the agent’s reasoning rather than on anything written in the message.
Table 4. The agent-decision filters.
Filter |
What it selects on |
|---|---|
Record Match |
Whether the message resolved to a record, such as a vendor or a bill. Use it to find mail the agent could not tie to anything. |
Match Type |
How the sender was resolved, for example against a contact list or by domain. This is the strength of the identification, and it decides how far the agent was permitted to go. |
Pre-check |
The outcome of the checks run before processing, such as whether the mailbox address was actually in the To field. |
Processing State |
How far through the sequence a message reached. Use it to find mail that stopped part way rather than finishing. |
Document Classification |
What an attachment was classified as, for example an invoice or a credit memo. |
More + at the end of the row reveals filters not currently shown, with Add More to bring further ones onto the row. The settings icon on the right chooses which filters stay on the row by default, and My Filters holds combinations you have saved.
Reach for a filter rather than search when the question is about a category rather than a message. “Which unenrolled senders wrote this week” is a filter question; “where is invoice 4471” is a search.
A filtered list that comes back empty usually means one filter too many rather than no matching mail.
Figure 3. The filter row above the message list.
The message list
Each row is a conversation, not a single message, and carries enough of the agent’s decision that most triage can be done without opening anything.
Table 5. The parts of a row.
Element |
What it tells you |
|---|---|
Checkbox |
Selects the row for an action applied to several at once. |
Sender |
Who wrote, with a number beside the name where the conversation has more than one message. |
Status chip |
The state of the task attached to the conversation: New, Open, Done, or None where no task was raised. |
Sender type chip |
How the agent classified the sender, for example Enrolled. This is what decided how far it was allowed to go. |
Subject and snippet |
The subject, then the opening of the message. |
Labels |
What the agent detected and did, as chips beneath the subject. |
Paperclip |
The message carries an attachment. |
Date |
When the most recent message arrived. |
Triage without opening anything
Read the three chips together and most rows resolve themselves. The status chip says whether work is outstanding, the sender type says what the agent was permitted to do, and the labels say what it did.
A row showing Enrolled with a PaymentStatusSent label and no task is finished work. A row showing None as its status with a NeedsHumanAttention label is the opposite: the agent stopped and raised nothing, so it is waiting on someone noticing it.
Order and paging
The list is sorted Newest First, and the control at the top right changes that. Below the list, Rows per page sets the page size and the counter reports your position, for example 1-20 of 802.
Read the total before concluding anything from a page. A filtered list of hundreds shown twenty at a time is easy to mistake for a short one.
Figure 4. The message list, with status, sender type, and label chips on each row.
Read a conversation
Selecting a row opens the conversation, showing the whole thread in order so a reply and the message it answers are read together.
The header
Across the top sit the back arrow, the subject, and the labels applied to the conversation. On the right are Move to ARCHIVE, chevrons that step to the previous and next conversation without returning to the list, and a menu holding the rest of the actions.
The chevrons are why triage is quicker from inside a conversation than from the list: you can work down a filtered set without going back and forth.
The thread
Messages appear oldest first, each with its sender, recipients, time, and its own reply and forward controls.
A message the agent sent is shown with an agent icon and reads as sent from the mailbox address, with the person or agent that produced it named alongside. That distinction matters when you are working out whether a vendor was answered automatically or by a colleague.
Where the agent replied, the reply carries a language control showing the language used. Where language matching is configured, that is the language the vendor wrote in rather than your default. See AI Agent Replies.
Figure 5. A conversation open in the details panel.
Send a message
Most outgoing mail is a reply, written from inside a conversation. Compose is for the case where there is no conversation yet.
Select Compose, at the top of the left panel.
Enter the recipients, a subject, and the message.
Attach files if the message needs them.
Send it.
The message goes out from the connected mailbox address, not from your own, and appears in Sent. A reply started and not sent is held in Drafts.
To answer an existing conversation, open it and use the reply or forward actions on the message itself rather than composing a new one. That keeps the thread together, which is what lets the agent recognise later messages as part of the same conversation.
Sending does not close a task. Where a task is attached to the conversation, complete it separately, or it stays in the queue after the vendor has been answered.
Figure 6. Composing a new message.