--- sourceDocument: Yokohama Finance and Supply Chain sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/source-to-pay-operations Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Finance and Supply Chain ft:clusterId : - stpop bundleId : - stpop workflow : - Employee --- # Interaction management in Accounts Payable Operations # Interaction management in Accounts Payable Operations {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read 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: {#interaction-record__table_gkr_ff5_xyb__entry__2} | 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 | [Table 1. Interaction record details] {#interaction-record__table_gkr_ff5_xyb} For more information, see [Create a new interaction](https://servicenow-prod.fluidtopics.net/_gKFzcohFhjC_DfdEojwow "An interaction record is automatically created when an agent accepts a supplier's chat request through the chat queue in the Supplier Collaboration Portal."). . * **[Create a new interaction](https://servicenow-prod.fluidtopics.net/_gKFzcohFhjC_DfdEojwow)** 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](https://servicenow-prod.fluidtopics.net/UPavk7Sg8n1SE2fMGW8sKg)** 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](https://servicenow-prod.fluidtopics.net/9GnOe6oqkB9vtEyELfZU4g)** 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](https://servicenow-prod.fluidtopics.net/n7zeI9j5cz5DSAL0NINP~w "An agent and Accounts Payable Specialist can access and work on the invoice cases in the Accounts Payable workspace.") * [Using Invoice Case Management](https://servicenow-prod.fluidtopics.net/F2To1EesNPWzTAdSlkAxxw "Agents can use Invoice Case Management to manage and work on invoice inquiry cases raised by employees and suppliers to resolve issues related to invoices.") * [Using Accounts Payable Invoice Processing](https://servicenow-prod.fluidtopics.net/j7fXn5ce4LaeLlLo8d1KOw "Accounts Payable Specialists can use the Accounts Payable Invoice Processing application to manage and work on invoice processing cases to perform end-to-end invoice processing, from invoice ingestion to approval.") * [Advanced Work Assignment in Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/lhR8yPdETF~ii3Ov_vkGDQ "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.") * [Using Advanced Work Assignment for Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/50n~uU9BLIAbbFi~zPjz7g "AWA enables suppliers to interact with Accounts Payable Operations agents inquire or resolve invoice-related queries.") * [Composing emails with predefined content from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/VYy_aifSV8ndHbwur5XCSQ "Insert predefined content into the message body of emails that you send from the email client in the Source-to-Pay Workspace.") * [Universal Request in Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/UzMv9rhcIiOoPScJLLHcXA "The ServiceNow Universal Request (UR) feature transforms fragmented service intake into a centralized, intelligent, and scalable experience for invoice case management.") * [Playbook for updating the invoice primary data](https://servicenow-prod.fluidtopics.net/5m7~hBfZdOLHaMjxeD3bLQ "Playbooks provide Accounts Payable admins or specialists to visualize invoice processing workflows in a simplified, task-oriented, actionable view.") * [Using Supplier Collaboration Portal in APO](https://servicenow-prod.fluidtopics.net/NokqWFGGKnfIfW7o3UZWuA "The Supplier Collaboration portal application integrated with Accounts Payable Operations provides seamless interaction between Account Payable Specialist and supplier in creating invoice inquiry case, submit new invoice, resolving case tasks and exception tasks.") **Related tasks** * [Create a knowledge base article about invoice](https://servicenow-prod.fluidtopics.net/iLTT0HUTfRaNggoixzVtog "Create a knowledge base article to share invoice information and policies with your employees and suppliers.") * [Configure Advanced Work Assignment for Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/NQ4kEp815L0WME0Q69NpgA "Configure AWA for APO to ensure that requests or queries received via email, chat, messenger are routed to the respective APO agents belonging to defined groups.") * [Working with Advanced Work Assignment](https://servicenow-prod.fluidtopics.net/Rs4VroKmQ6Xe4IZdwKvTng "Suppliers interact with APO agents for invoice inquiry cases using the live chat.")