---
sourceDocument: Xanadu Finance and Supply Chain
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/source-to-pay-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Finance and Supply Chain

ft:clusterId :

    - stpop

bundleId :

    - stpop

workflow :

    - Creator


---

# Virtual agent flows

# Virtual agent flows {#ariaid-title1}

* Release version: Xanadu
* 
* Updated September 6, 2023
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

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](https://www.servicenow.com/docs/access?context=c_Connect&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US) and [Virtual Agent](https://www.servicenow.com/docs/access?context=virtual-agent-landing-page&version=xanadu&pubname=xanadu-conversational-interfaces&ft:locale=en-US).

## Accounts Payable Operations Virtual agent flows {#virtual-agent-flows__section_cf3_sgx_ryb}

Supplier can choose to view the following Virtual agent flows.

## Check invoice status {#virtual-agent-flows__section_gyb_thx_ryb}

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](https://servicenow-prod.fluidtopics.net/W8NXW5DaKJ_fvnAdGeKtnw "Invoices are generated for a payment against a purchase order. The Accounts Payable Specialist [sn_ap_apm.accounts_payable_specialist] can access all the invoices and take required actions to process the invoices in Source-to-Pay Workspace.").  
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
{#virtual-agent-flows__ol_v4d_yrr_bzb}

## Live Agent support {#virtual-agent-flows__section_stq_pkx_ryb}

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](https://servicenow-prod.fluidtopics.net/0iJauY7g48SV82mmx0EFrA "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."). If an agent isn't available, the message No agent available is displayed to the user.

## Check inquiry status {#virtual-agent-flows__section_ucm_2kx_ryb}

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 {#virtual-agent-flows__section_qfn_glx_ryb}

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](https://servicenow-prod.fluidtopics.net/T5sg_i7o7DkM7NvtevByQg "Supplier uses the Supplier Collaboration Portal to create an inquiry related to an invoice and submits it to the Accounts Payable Operations team to evaluate and resolve the inquiry.").

## Prechat Survey {#virtual-agent-flows__section_jcn_twr_bzb}

Pre-chat survey is available to supplier if the Accounts Payable admin installs the `app-supplier-awa`plugin 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](https://servicenow-prod.fluidtopics.net/SIg9VcY9HjdIVpkC3pCgAg "Activate the virtual agent chatbot (chat channel) in the supplier portal for suppliers to complete Accounts Payable Operations related self-service tasks.") and [Advanced Work Assignment in Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/UT206zdTyrdORtuQJbirsQ "Advanced Work Assignment (AWA) automatically assigns work items to Accounts Payable Operations agents based on their availability, capacity and skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. The work items are available in Agent workspace inbox.").
.
* **[Configure the chat channel](https://servicenow-prod.fluidtopics.net/SIg9VcY9HjdIVpkC3pCgAg)**   
  Activate the virtual agent chatbot (chat channel) in the supplier portal for suppliers to complete Accounts Payable Operations related self-service tasks.