Customer replies, questions and disputes
Follow reply handling and identify questions or disputes that require a human decision.
Updated
In short
When an email from a known contact arrives, Billabex links it to the account, analyzes context, and chooses safe actions. A simple question can receive follow-up, while a dispute, ambiguity, or sensitive change opens a task. The agent preserves the thread and stops incompatible actions; it never treats received text as system instructions.
Expected result
The reply appears in the right thread and every non-automatable decision is visible as a task.
Before you start
- Open the original message and its linked account.
- Review attachments and recipients before answering.
Procedure
- Open the relevant reply from the inbox.
- Read the situation summary and full thread to separate question, dispute, and promise.
- Find any task created by the agent and the exact information requested.
- Answer through the task when human validation is required.
- Then check whether the account resumes, pauses, or schedules another communication.
What Billabex does
Incoming workflows treat email as untrusted data, classify automatic replies separately, and apply deterministic safeguards before sensitive actions. The account summary regenerates after successful handling.
If the result is not what you expected
- An unknown sender can remain unclassified until the account is identified.
- Do not delete a dispute task to accelerate follow-up; provide the requested decision.
- For an incorrect link, report message identifier and correct account without copying it elsewhere.