web
You’re offline. This is a read only version of the page.
close
Skip to main content

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Sales Qualification Ag...
Customer experience | Sales, Customer Insights,...
Answered

Sales Qualification Agent stuck in processing one lead

(0) ShareShare
ReportReport
Posted on by DM-02040851-0 2
Hello,
 
I have successfully enabled the Sales Qualification Agent in my Demo Customer Experience environment, and it has started processing leads.
However, the agent has been processing the same first lead for hours, and I can't find a way to check whether some error has occured anywhere.
I have checked that multiple leads match the input search criteria in the agent configuration.
I have also tried in another sandbox environment and the same happens.
 
I am:
  • System Administrator
  • Salesperson (configured agent to handoff leads to myself)
  • Sales Manager
 
 
Has anyone encountered the same issue?
 
Thank you.
 
Here's a screen of the AI optimization hub in Dynamics 365 AI hub.
Categories:
Dynamics 365 Sales
I have the same question (0)
  • Verified answer
    ManoVerse Profile Picture
    ManoVerse 1,152 Super User 2026 Season 1 on at
    You’re not missing permissions here this is a current product behavior/limitation I would say for Sales Qualification Agent, especially in lower environments. The agent processes one lead at a time (sequentially). If the first lead gets stuck during research, validation, or due to limited AI/agent capacity, the pipeline won’t move to the next lead.  and the AI Optimization Hub does not currently expose per‑lead errors or logs, so it looks like it’s “doing nothing” even though it’s waiting or stalled.
    Common causes can be :
    AI Builder / Copilot agent capacity throttling (very common in sandboxes)
    External research (Bing) or email validation stalling
    The first matching lead failing silently (no UI error shown)
     
    What you can try:
    • Verify AI Builder / Copilot capacity > 0
    • Ensure Dataverse Search is enabled
    • Stop the agent, create a new simple test lead, then restart
    For production scenarios, open a Microsoft Support ticket if it remains stuck
     
  • Suggested answer
    Niki Patel Profile Picture
    Niki Patel 114 on at
    Just to add, in such cases it helps to isolate whether the issue is with that specific lead:
    • Try temporarily excluding the first lead (update criteria or modify it slightly) and see if the agent picks the next one
    • Create a brand-new minimal lead and check if it gets processed
    • Restarting the agent after adding new leads sometimes forces it to move forward
    If it still keeps sticking to the same record across environments, it does look like a platform limitation rather than a configuration issue.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Introducing the 2026 Season 1 community Super Users

Congratulations to our 2026 Super Stars!

Meet the Microsoft Dynamics 365 Contact Center Champions

We are thrilled to have these Champions in our Community!

Congratulations to the April Top 10 Community Leaders

These are the community rock stars!

Leaderboard > Customer experience | Sales, Customer Insights, CRM

#1
ManoVerse Profile Picture

ManoVerse 75 Super User 2026 Season 1

#2
Muhammad Shahzad Shafique Profile Picture

Muhammad Shahzad Sh... 69 Most Valuable Professional

#3
11manish Profile Picture

11manish 52

Last 30 days Overall leaderboard

Featured topics

Hide selecting Contact for potential customer when creating quote

Product updates

Dynamics 365 release plans