Interaction management in Accounts Payable Operations

Interaction records in Accounts Payable Operations capture supplier requests received by email, chat, or phone and support case creation and investigation workflows.

The Details tab in interaction record contains the following fields:

Table 1. Interaction record details

Field	Description
Number	Auto-generated unique interaction number
Type	The means through which interaction was created. Example:Chat
State	Status of the interaction
Application	The type of application. Example: Invoice Case Management
Short description	Brief description of the interaction
Work notes	Additional notes about the interaction record
Opened for	Name of the user
Assigned to	Name of the assigned agent

For more information, see Create a new interaction.

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• Create a new interaction
  Create and manage interaction records in Accounts Payable Operations to track supplier requests received through chat, email, or the Supplier Collaboration Portal.
• Associate an interaction record in Accounts Payable Operations
  Associate an interaction record to an existing invoice case in Source-to-Pay workspace to track related communications and case activity in one place.
• View interaction record in Accounts Payable Operations
  View interaction record details to analyze supplier interactions, take immediate actions, and link records to invoice cases requiring investigation.

Related concepts

• Invoice case categories and subcategories
• Using Invoice Case Management
• Using Accounts Payable Invoice Processing
• Advanced Work Assignment in Accounts Payable Operations
• Using Advanced Work Assignment for Accounts Payable Operations
• Composing emails with predefined content from the Source-to-Pay Workspace
• Universal Request in Accounts Payable Operations
• Playbook for updating the invoice primary data
• Using Supplier Collaboration Portal in APO

Related tasks

• Create a knowledge base article about invoice
• Configure Advanced Work Assignment for Accounts Payable Operations
• Working with Advanced Work Assignment