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Sales Order Agent Activated but not working

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Posted on by RP-25090740-0

Hi all,

I have activated the sales order agent using my personal mailbox in my BC sandbox environment just to test it, but it's not picking up any of the emails.
I have created myself as a customer in BC as well. Just FYI, the Accounts Payable agent didn't give any such issues.
The mailbox sync time hasn't changed at all since I connected it to the Sales Order agent.

Do you have any suggestions on how I can sync it?

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Dynamics 365 Business Central

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Pallavi Phade 5,420 Super User 2026 Season 1 on at

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Namaste ,

Can you check necessary permissions , users agent settings in BCE .

https://learn.microsoft.com/en-us/dynamics365/business-central/sales-order-agent-setup?tabs=soaconfig#manage-agent-permissions-and-user-access

If this helps

Regards

Pallavi Phade

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Sahan Hasitha 2,683 on at

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hi

If the Sales Order agent in your BC sandbox isn’t picking up emails, it’s usually because the agent only processes messages that match its configured rules (like subject, format, or recognized sender linked to a customer). Simply connecting your personal mailbox won’t trigger processing unless the email meets those conditions. Also, mailbox sync in sandbox can be delayed or disabled compared to production. Make sure the agent is enabled, that your test emails match the expected pattern, and check the Job Queue/Agent log for errors. If needed, reauthorize the mailbox or test in a production-like tenant where the sync runs fully.

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YUN ZHU 99,086 Super User 2026 Season 1 on at

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Hi, As far as I know this is because it is not released in all regions, you can try the following environments and then test it.

Hope this helps.

Thanks.

ZHU

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Rishabh Kanaskar 6,219 Super User 2026 Season 1 on at

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Hi,

After activating the Sales Order Agent, you must set up a matching rule so BC can link incoming emails to customers or sales orders. Without rules, the agent won’t process emails.
Steps:
> Go to Sales Order Agent Setup → Matching Rules.
> Add rules (e.g., match on customer email or document number).
> Confirm the agent job queue is running and not in error.
> If the mailbox sync time still doesn’t update, disconnect and reconnect the mailbox, then restart the job queue entry for the agent.

Thanks

Rishabh

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Nimsara Jayathilaka. 4,950 Super User 2026 Season 1 on at

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Hi

The Sales Order Agent usually won’t process emails from personal mailboxes. To test successfully, use a business (Exchange Online) mailbox, ensure your customer email matches the sender, and verify that the job queue is running.

Thanks

Nimsara

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Sumit Singh 11,757 Super User 2026 Season 1 on at

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Hi,
Might be reasons Sales Order Agent isn’t picking up emails

The agent only works in supported regions (AU, CA, GB, NZ, US). If your environment is outside these, it won’t process emails.

The monitored mailbox must be a Microsoft 365 mailbox (user or shared) in your organization, with Read and manage (Full Access) and Send as permissions granted.

The agent processes new emails after activation that match its logic (customer email address in BC, sales inquiry keywords). Old emails or unrelated messages are ignored.

It runs as a background job; if the job queue is stopped or errors occur, no processing happens.

Quick Fix Checklist

Confirm your environment region is supported.

Use a Microsoft 365 mailbox in the same tenant.

Grant Full Access + Send As permissions and allow time for propagation.

Send a new email from a customer email in BC with sales-related keywords.

Check Job Queue Entries for the Sales Order Agent.

References
[1] Set up Sales Order Agent - Business Central | Microsoft Learn
[2] Sales Order Agent overview (preview) - Business Central
[3] Troubleshoot Copilot and agent capabilities - Business Central
Response created with the help of Co-Pilot. Please mark “Verified” if it helps.

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Jeffrey Bulanadi 9,112 Super User 2026 Season 1 on at

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Hi,

The Sales Order Agent in BC sandbox environments can appear active but fail to sync emails if certain prerequisites aren’t met or if mailbox permissions haven’t fully propagated. The Accounts Payable agent may behave differently because it uses a separate sync logic and mailbox context.

Here’s a clean path forward:

First, confirm that your mailbox is a Microsoft 365 mailbox (user or shared) and not a personal or external account. The agent only monitors mailboxes within your tenant and requires Full Access and Send As permissions if you're using a shared mailbox. If you're using your own mailbox, those permissions are assumed, but propagation delays can still block sync.

Next, check the following:

Go to Extension Management > Sales Order Agent and ensure the Allow HttpClient Requests toggle is turned on. This is required for sandbox environments.

Open the Copilot & Agent Capabilities page and verify that the Sales Order Agent is enabled for your environment. If the icon isn’t visible in the Role Center, the agent isn’t fully activated.

Confirm that your sandbox is running version 26.0 or later and is hosted in a supported region (AU, CA, GB, NZ, US). Other regions may not support the agent yet.

Wait at least 2–4 hours after mailbox activation, Exchange permissions can take time to propagate, especially in sandbox environments.

Check the Mailbox Sync Status in the agent configuration panel. If the sync timestamp hasn’t updated, try reactivating the agent or switching to a shared mailbox temporarily for testing.

If none of these steps resolve the issue, escalate to Microsoft Support with:

Your environment ID

Mailbox type and address

Timestamp of last sync attempt

Screenshot of the agent configuration and mailbox sync panel

Helpful Reference
Set up Sales Order Agent – Microsoft Learn
Copilot and Agent Capabilities – Microsoft Learn
Community thread: Sandbox mailbox sync issues
Sales Order Agent setup guide – GitHub Docs

If you find this helpful, feel free to mark this as the suggested or verified answer.

Cheers
Jeffrey

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