---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/financial-services-operations

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Nacha operating guidelines with AI agent

# Evaluate Nacha operating guidelines with AI agent {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 Minuten Lesedauer

The Nacha operating guidelines check AI agent verifies if a disputed ACH transaction qualifies for return under Nacha rules by checking required documents such as a valid Written Statement of Unauthorized Debit (WSUD) and ensuring actions occur within allowed time frames.

## Vorbereitungen

Role required: sn_bom_credit_card.dispute_agent_connector, sn_bom_credit_card.dispute_agent, and now_assist_panel_user.

## Warum und wann dieser Vorgang ausgeführt wird

This agent verifies if a disputed transaction meets established Nacha standardized rules and timelines from a knowledge article, then provides an eligibility recommendation for the dispute.  
Hinweis:  
This agent uses the knowledge article to evaluate the Nacha operating guidelines. The knowledge article is installed as part of the Nacha dispute content pack. For more information, see [Using Dispute Rules Content Pack for Nacha](https://servicenow-prod.fluidtopics.net/iDVVHh0saPavMmGyllSupg "By using the Dispute Rules Content Pack for Nacha, your agents can help customers to determine the correct reason code for automated clearing house (ACH) transaction disputes based on Nacha operating guidelines. Agents use the predefined logic in the content pack, as well as a knowledge base article outlining the eligibility rules, required documentation, and timelines for each return code."). To enable this capability, make sure that the AI Search option is turned on.

## Prozedur

1. Navigate to WorkspacesFinancial Services Workspace and open a card dispute.
2. Select the lists icon (![lists icon]()).
3. In the Lists tab under Card disputes service cases, open the case list.
   * For your assigned cases, select Assigned to me.
   * For all dispute cases, select All.
   {#nacha-guidelines-ai__choices_xtc_cfz_25b}
4. In the list, select the case you want to work on.
5. Select the Playbook tab.
6. In the Processing tab, select the transaction ID.
7. If the task isn't assigned to an agent and once the dispute agent selects Assign to me the AI agent is invoked.  
   If the task is already assigned to the dispute agent, then the recommendations provided by the AI agent are automatically displayed.
8. Based on the AI agent's analysis, the dispute agent can select these options on the workspace.
   * Apply Recommendation: The dispute agent selects this option to accept the recommendation after reviewing the Nacha operating guidelines analysis.
   * Ask a follow up: The dispute agent selects this option only if they aren't sure about the analysis done and want to verify further. The analysis is then displayed in the Now Assist panel.
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9. Once the dispute agent selects Apply Recommendation option for the selected transaction, the recommended Outcome and Rationale on the recommendation card component are copied to the Final action and Resolution reason respectively and the task is closed.  
   Hinweis:  
   If the dispute agent disagrees with the analysis, then a rationale is prompted by the AI agent for the disagreement. On providing a valid rationale, the task proceeds to the next task.

   For information about Nacha operating guidelines in ACH disputes, see [Evaluate Nacha operating guidelines](https://servicenow-prod.fluidtopics.net/BbZShYo_N15X_bgqzzIycA "Evaluate the Nacha (National Automated Clearing House Association) operating guidelines to ensure that the ACH dispute qualifies for potential reimbursement.")  
   Hinweis:  
   You can also access the recommendation for the Nacha operating guidelines as follows.
   1. Once the dispute agent selects Assign to me, a notification appears for that agent in the Now Assist panel.
   2. Select the Now Assist panel icon (![now assist panel icon]()) and open the active chat for the disputed transaction.
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## Ergebnisse

Based on the response from the dispute agent, the Final action field is updated as Eligible or Ineligible. The task navigates to the next task [Review ACH dispute return recommendation](https://servicenow-prod.fluidtopics.net/TQmNulndBjEQAn7G4AVSsA "The ACH dispute return recommendation AI agent analyzes disputed transactions based on merchant analysis and Nacha eligibility. The agent recommends actions based on historical data, and applies predefined rules when data is limited.").