Virtual agent flows

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Virtual Agent Flows

    The Virtual Agent Flows enable suppliers to manage invoice and inquiry statuses through a user-friendly chat interface in the supplier portal. This functionality allows suppliers to perform various self-service tasks efficiently, including checking invoice statuses and creating inquiry cases.

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    Key Features

    • Invoice Status Check: Suppliers can enter an invoice number to retrieve its current status, which is linked to detailed invoice case information.
    • Inquiry Status Check: Similar to invoice checks, suppliers can also check the status of their inquiries.
    • Create New Inquiry: Suppliers can initiate new inquiry cases related to invoices, selecting the type of inquiry directly through the platform.
    • Live Agent Support: If needed, suppliers can be seamlessly routed to live Accounts Payable Operations agents, bypassing initial chatbot interactions.
    • Natural Language Understanding: Integrated NLU helps suppliers navigate topics and resolve queries effectively.
    • Pre-chat Survey: A pre-chat survey directs suppliers based on their responses, enhancing the support experience.
    • Chat Channel Activation: Enables suppliers to utilize the chatbot for self-service tasks within the supplier portal.

    Key Outcomes

    By utilizing the Virtual Agent Flows, suppliers can expect streamlined communication regarding their invoices and inquiries, enhanced self-service capabilities, and efficient routing to live agents when necessary. This results in improved response times and overall satisfaction in managing Accounts Payable Operations tasks.

    Suppliers can check the invoice and inquiry statuses, create inquiry cases in the supplier portal using the chat channel. Suppliers can also use the virtual agent to view predefined chatbot topics.

    Suppliers can switch between a virtual agent and a live agent to address their issues. The customer service virtual agent topics (chatbot conversations) help suppliers complete common self-service tasks. The supplier initiates a conversation topic that consists of dialogs with the virtual agent chatbot to accomplish a goal.

    Natural Language understanding (NLU) is integrated with the virtual agent chatbot to help suppliers with invoice and inquiry-related queries. NLU also helps suppliers to analyze, understand, and navigate to the right topic.

    For more information, see Connect and Virtual Agent.

    Accounts Payable Operations Virtual agent flows

    Supplier can choose to view the following Virtual agent flows.

    Check invoice status

    The supplier provides an invoice number and the virtual agent displays the status of the invoice. The invoice status is a clickable link, which navigates suppliers to view invoice case details. For more details about the invoice, see Work with invoices.

    The chatbot prompts the supplier to perform the following.
    1. Add new comment-comment on the inquiry or invoice case that the supplier requested for
    2. Talk to a live agent- Accounts Payable Operations agent interacts with a supplier for an invoice or inquiry-related query
    3. Search for something else- Redirects suppliers to point 1
    4. All good thanks- Ends the chat

    Live Agent support

    Suppliers are routed directly to a live Accounts Payable Operations to initiate conversations and skip the virtual agent conversation greeting. Live agents can also create Interaction records and associate with an existing invoice case. For more information on interaction records, see Interaction management in Accounts Payable Operations. If an agent isn't available, the message No agent available is displayed to the user.

    Check inquiry status

    The supplier provides an invoice number and the virtual agent displays the status of the inquiry. The Accounts Payable Operations agent can create a new inquiry on the invoice.

    Create new inquiry

    The supplier can choose to create an inquiry case related to the invoice using the Create inquiry link. The Create inquiry link enables suppliers to choose the type of inquiry case. Suppliers use Add new comment to add comments related to the inquiry.

    For more information on creating inquiry case, see Submit Invoice Inquiry.

    Prechat Survey

    Pre-chat survey is available to supplier if the Accounts Payable admin installs the app-supplier-awaplugin into the system. Depending on the response received from the supplier, the chatbot directs the supplier to choose between Talk to Live Agent and Accounts Payable options. For more information on the options, see Configure the chat channel and Advanced Work Assignment in Accounts Payable Operations.

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