---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Nacha operating guidelines check AI agent

# Nacha operating guidelines check AI agent {#ariaid-title1}

Release version: Australia  
Updated September 28, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Nacha operating guidelines check AI agent

The Nacha operating guidelines check AI agent assists human agents in determining whether a return code linked to a disputed transaction is eligible for filing according to NACHA rules.
It evaluates the case based on NACHA's time-frame and documentation requirements, specifically verifying return code eligibility against the Written Statement of Unauthorized Debit (WSUD) criteria.
The AI agent provides an eligibility decision along with the rationale, which the human agent can confirm or override.
Show full answer Show less  

## Workflow

* The agent identifies the return code eligibility task and verifies the presence of the return code.
* It displays relevant details including the case, transaction, customer, dispute amount, and reason code.
* The agent retrieves NACHA return-code eligibility guidelines and the customer's intake responses.
* It checks eligibility based on NACHA's time-frame limits and WSUD requirements.
* The agent presents its eligibility decision and rationale for human agent confirmation.
* If the human agent disagrees, they provide reasoning, and the AI agent updates the eligibility decision accordingly.
* The final outcome and reasoning are recorded, and the task closure is confirmed with the agent.

## Configuration and Access

* **Third-party Access:** Can be enabled to allow external AI agents to use this agent; disabled by default.
* **AI Specialist Access:** When enabled, AI specialists gain additional configuration options like mapping inputs and response templates; disabled by default.
* **Long-term Memory:** Optionally keeps previous user interactions as context for the large language model (LLM); disabled by default.
* These settings are managed via the AI Agent configs \[snaiaagentconfig\] table and system properties.

## Tools and Roles

* The agent uses several tools such as Record Operations, AI recommendation scripts, data fetching, and task updates to perform its checks.
* Access to the AI agent is restricted to users with specific roles, primarily `snbomcreditcard.disputeagent` and `snbomcreditcard.disputeagentconnector`.
* Data access roles align with these user roles to control data visibility and permitted actions.

## Usage

The agent is triggered by the Nacha operating guidelines evaluation task and can be integrated into Virtual Agent or ServiceNow Otto assistant channels using Assistant Designer. It is designed to support human agents in compliance verification during dispute processing, ensuring consistent and accurate eligibility assessments under NACHA rules.  
The agent determines whether a return code assigned to a disputed transaction is eligible for filing. It checks the case against NACHA operating guidelines' time-frame and documentation requirements and presents its eligibility decision and reasoning to the human agent for confirmation.

## Workflow {#fso-nacha-operating-guidelines-check-ai-agent__attaaptnjfwh}

The agent helps the human agent confirm whether a return code is eligible for filing under NACHA rules.

1. Look up the return code eligibility task and confirm the return code is present.
2. Display the case, transaction, customer, dispute amount, and reason code details.
3. Fetch the NACHA return-code eligibility guidelines and the customer's intake responses for the transaction.
4. Check the return code's eligibility against the guidelines' time-frame limit and Written Statement of Unauthorized Debit (WSUD) requirement.
5. Present the eligibility decision and its rationale, then ask the agent to agree or disagree.
6. If the agent disagrees, ask for their reasoning and reverse the eligibility decision accordingly.
7. Record the final eligibility outcome and reasoning on the task, and confirm closure with the agent.
{#fso-nacha-operating-guidelines-check-ai-agent__ol_qla_fxp_cqy}  
{#fso-nacha-operating-guidelines-check-ai-agent__attaaptnjfwh__entry__2}

| Field | Description |
|-|-|
| Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. |
| Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. |
| Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). |
| Tools | Record Operations :   Set AI recommendation Scripts :   Fetch intake responses :   Update eligibility final outcome and close task Search retrievals :   Get knowledge article Subflows :   Get return code eligibility task details |
| Allowed user roles The specific user roles that can access this AI agent. | * sn_bom_credit_card.dispute_agent * sn_bom_credit_card.dispute_agent_connector {#fso-nacha-operating-guidelines-check-ai-agent__ul_p2h_q3w_skc} |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | * sn_bom_credit_card.dispute_agent * sn_bom_credit_card.dispute_agent_connector |
| Triggers | Nacha operating guidelines evaluation task |
| Channels | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). |
| Used in agentic workflows | Not applicable. |
[Table 1. Configuration]