Who this is for. Whoever sets AP Helpdesk up, which is a Super Admin.
This step is where the agent’s replies are worded. A reply is not written per message: you write a template per situation, and the agent fills it from the records it read.
How the screen narrows down
Four controls decide which template you are editing. Set them from the top down.
Table 1. What narrows the template down.
Control |
What it selects |
|---|---|
Category tab |
The vendor category. Standard Vendor is always present; any other category you selected in Settings gets its own tab. |
Intent |
The request being answered, for example Vendor has requested payment status. |
Scenario list |
What the agent found when it looked. This is the column down the left. |
Language Match |
Whether to reply in the language the vendor wrote in. The selector beside it sets the language used otherwise. |
Scenarios
The scenario list is the part most people miss. One intent has several templates behind it, because the honest answer depends on what the lookup returned.
For a payment status request the scenarios are All Invoices Found, Some Invoices Found, No Invoice Found, and General Payment Inquiry, each with a Multi Vendor Match variant for when the sender resolves to more than one vendor record.
Leaving a scenario unedited does not disable it. The agent still replies, using the wording already there, so review every scenario rather than only the first.
Edit a template
Select the category tab, the Intent, and the scenario.
Select Edit.
Set the Subject. It defaults to the incoming subject prefixed with Re.
Write the body in the editor.
To insert a value the agent fills in, use Insert Value: choose a Variable Type, then the Variable.
Check the Preview pane on the right, then select Continue.
Variables and lists
Variables appear in the body as ${vendor.businessName} or ${vendorBill.invoiceNumber}, and are replaced per message. A list block, written as $LIST::foundRecords, repeats its contents once for each record found, which is how one template answers for one invoice or for twenty.
Type a variable name by hand and it is not validated. Use Insert Value, and check the Preview before continuing.
Figure 1. The AI Agent Replies step, with the scenario list, the template, and the preview.