---
title: Interaction management in Accounts Payable Operations
description: Interaction records in Accounts Payable Operations capture supplier requests to support case creation and investigation.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/source-to-pay-operations/accounts-payable-operations/interaction-record.html
release: australia
product: Accounts Payable Operations
classification: accounts-payable-operations
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
keywords: [APO, Accounts Payable Operations, invoice case management, Assigned Agent, Accounts Payable Management]
breadcrumb: [Use, Accounts Payable Operations, Finance and Supply Chain]
---

# Interaction management in Accounts Payable Operations

Interaction records in Accounts Payable Operations capture supplier requests to support case creation and investigation.

The **Details** tab in interaction record contains the following fields:

|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|

For more information, see [Create an interaction](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/create-new-interaction-record-in-apo.md).

.

-   **[Create an interaction](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/create-new-interaction-record-in-apo.md)**  
Create and manage interaction records in Accounts Payable Operations to track supplier requests received through chat, email, or the Supplier Collaboration Portal.
-   **[Associate an interaction record in Accounts Payable Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/associate-an-interaction-record.md)**  
Associate an interaction record to an existing invoice case in Source-to-Pay workspace to track related communications and case activity in one place.
-   **[View interaction record in Accounts Payable Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/view-interaction-record.md)**  
View interaction record details to analyze supplier interactions, take immediate actions, and link records to invoice cases requiring investigation.

**Parent Topic:**[Accounts Payable Operations overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/use-acc-pay-mgmt.md)

**Related topics**  


[Create a knowledge base article for invoices]()

[Invoice case categories and subcategories]()

[Using Invoice Case Management]()

[Using Accounts Payable Invoice Processing]()

[Advanced Work Assignment in Accounts Payable Operations]()

[Configure Advanced Work Assignment for Accounts Payable Operations]()

[Using Advanced Work Assignment for Accounts Payable Operations]()

[Working with Advanced Work Assignment]()

[Composing emails with predefined content]()

[Universal Request in Accounts Payable Operations]()

[Playbook for updating the invoice primary data]()

[Using Supplier Collaboration Portal in APO]()

[AI worker case resolution confirmation]()