Dispute communication AI agent

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • The Dispute communication AI agent automatically picks the appropriate email template for customer communication, including outcomes, denials, and follow-ups based on the transaction details.

    Before you begin

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

    About this task

    This agent selects an appropriate email template, fills in task details, rephrases the content, and generates an email draft for review. AI assistance lets you expand or shorten the email content.

    Note:
    The email drafts are stored and configured under sysevent_email_template_list (Email Templates) with the name Dispute Communication Email Template.

    Procedure

    1. Navigate to Workspaces > Financial 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.
    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.
      On the dispute workspace, the email-composer component is displayed and a draft email is auto-generated. The email content reflects the decision made in the previous task (File return, Follow up with ODFI, or Deny).

      Email generated by dispute communication AI agent

    8. The dispute agent reviews the content of the email and can choose to modify it before sending the mail.

      For information about dispute communication agent in ACH disputes, see and Dispute communication initiation.

    Result

    The dispute agent can modify the generated email draft and send it to the relevant stakeholders, who can agree or disagree with the proposed resolution. Based on their response, the AI agent updates and closes the task, and the workflow proceeds to the next set of tasks accordingly.