Interaction management in Accounts Payable Operations

Any request for assistance made to an Accounts Payable specialist via email, chat, phone is logged in an auto-generated interaction record. Agents can choose to create a case from the interaction record, create a request, and associate an interaction record with an existing invoice case record.

The Details tab in interaction record contains the following fields:

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 new interaction.

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• Create new interaction
  An interaction record is automatically created when an agent accepts a supplier's chat request through the chat queue in the Supplier Collaboration Portal.
• Associate an interaction record in Accounts Payable Operations
  Associate an interaction record to an invoice case if your interaction is related to an existing invoice case in Source-to-Pay workspace.
• View interaction record in Accounts Payable Operations
  View the details of an interaction record to analyze interactions and take immediate actions. Viewing an interaction record provides a comprehensive view of the customer journey. You can link an interaction record to an existing invoice case, which needs an Accounts Payable Operations agent involvement for 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
• 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