---
title: Dispute communication initiation
description: Initiate customer communication after the final decision on ACH dispute resolution is completed. When the dispute communication AI agent is enabled, it can automatically select an email template, draft the message, and let you review it before sending.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/dispute-management/fso-ach-dispute-communication.html
release: australia
product: Dispute Management
classification: dispute-management
topic_type: task
last_updated: "2026-07-02"
reading_time_minutes: 2
breadcrumb: [Processing an ACH dispute, Resolving ACH disputes, Processing, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Dispute communication initiation

Initiate customer communication after the final decision on ACH dispute resolution is completed. When the dispute communication AI agent is enabled, it can automatically select an email template, draft the message, and let you review it before sending.

## Before you begin

Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector. If the dispute communication AI agent is enabled, the now\_assist\_panel\_user role is also required.

## About this task

The dispute communication AI agent can select an appropriate email template based on the final action taken \(**File return**, **Follow up with ODFI**, or **Deny**\), fill in the task details, rephrase the content, and generate a draft for your review. AI assistance lets you expand or shorten the drafted content. When this agent isn't enabled, compose the communication manually.

**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 **All** > **Financial Services Operations** > **Workspace**.

2.  Select the lists icon \(\[Omitted image "inline-data-vis-96px-list.png"\] Alt text: 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 which case you want to work on.

    If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting **Assign to me**.

5.  Select the **Playbook** tab.

6.  In the **Processing** tab, select the transaction ID.

7.  Open the **Dispute communication initiation** task.

    If the AI agent is enabled and the task isn't yet assigned, select **Assign to me** to invoke the AI agent. On the dispute workspace, the email-composer component is displayed and a draft email is auto-generated, reflecting the decision made in the previous task \(**File return**, **Follow up with ODFI**, or **Deny**\).

    \[Omitted image "now-assist-dispute-email.png"\] Alt text: Email generated by dispute communication AI agent

    If the AI agent isn't enabled, in **Open Tasks**, select **Dispute communication initiation** to open the task manually.

8.  Perform one of the following:

    -   If the AI agent is enabled, review the content of the generated email and modify it if needed before sending.
    -   If the AI agent isn't enabled, in the email composer or by selecting the customer's email, compose the message to be sent.
9.  If more information is being requested from ODFI, indicate the **Merchant response** received after ODFI's reply:

    -   **Declined dispute**: The merchant declines the dispute as invalid.
    -   **Accepted dispute**: The merchant accepts the dispute as valid.
10. If the dispute is denied, indicate the **Customer response** received after the customer's reply:

    -   **Accepted**: The customer accepts that the dispute has been denied.
    -   **Denied**: The customer denies the dispute decision and is asked to provide support documents to strengthen their claim.
11. Enter any customer feedback or remarks.

12. Close the task.


## Result

The email draft, whether AI-generated or manually composed, is sent to the relevant stakeholders, who can agree or disagree with the proposed resolution. Based on their response, the **Merchant response** or **Customer response** field is updated, the task closes, and the case proceeds to the next stage of dispute resolution.

**Parent Topic:**[Processing an ACH dispute](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/process-dispute-ach.md)