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Use "SALESORDER AGENT" to add claims to BC

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Posted on by VC-05090540-0

Hi everyone,

I’m exploring ways to integrate email-based claims into Dynamics 365 Business Central (BC) and wanted to see if the community has any insights. Specifically, I’m curious whether it’s possible to capture claims or issues that we receive via email and automatically add them into BC using the Sales Order Agent feature.

For context:

We frequently receive claims from customers via email
I’m considering whether these claims can be associated with a sales order and tracked in BC.
The Sales Order Agent feature seems like it might offer a way to automate or link these claims, but I’m unsure if it supports this type of functionality directly.

Has anyone tried something similar? Are there recommended approaches, workarounds, or best practices to achieve this?

Thanks in advance for your guidance!

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Dynamics 365 Business Central

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Gregory Mavrogeorgis 992 Super User 2026 Season 1 on at

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Hi,

Sales Order Agent isn’t meant for email “claims.” It’s great at turning emails into sales orders, but it doesn’t handle complaints/RMAs/cases.
That said, you’ve got a few good paths:
1) Stay inside BC with a light build

Add a simple Claim table/page (Customer, Sales Order No., Type, Status).

Use Power Automate: when an email hits claims@…, parse it (regex/AI Builder), create a Claim in BC via the API, and attach the original email/files.

Optional rules: auto-create a Return Order or Credit Memo draft for certain claim types.

2) Use Dynamics 365 Customer Service (Email-to-Case)

Let D365 CS turn emails into cases (queues, SLAs, timelines).

Sync to BC via Dataverse/Power Automate; on approval, push a Return/Credit into BC.

3) Go with an ISV (RMA/Claims)

AppSource has plug-and-play RMA/claims solutions for BC.

Still use Power Automate to catch the email and create the claim in that app.

Why not Sales Order Agent?
It’s focused on order entry from email, not case/claim workflows.

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YUN ZHU 99,082 Super User 2026 Season 1 on at

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Hi, unfortunately, this is not currently possible, and the functionality is not yet extensible by partners.

Hope the following can give you some hints as well.

What are the limitations of Sales Order Agent? How can users minimize the impact of the Sales Order Agent limitations when using the system?

https://learn.microsoft.com/en-us/dynamics365/business-central/faqs-sales-order-taker-agent?toc=%2Fdynamics365%2Fbusiness-central%2Ftoc.json#what-are-the-limitations-of-sales-order-agent-how-can-users-minimize-the-impact-of-the-sales-order-agent-limitations-when-using-the-system

Hope this helps.

Thanks.

ZHU

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OussamaSabbouh 12,828 Super User 2026 Season 1 on at

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Hello,

Sales Order Agent automates sales order creation from email, not claims management.
For email-based claims, use Power Automate to route and log those emails as claim records linked to sales documents.

Regards,
Oussama

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VC-05090540-0 39 on at

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Thank you for your replies.

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

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Hi,

No, the Sales Order Agent in Business Central is designed to assist with sales order creation and management, not for capturing claims or service issues from emails. It doesn’t natively parse emails or create claim records.

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

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Hi,

The Sales Order Agent in Business Central is mainly designed for automating sales order creation and monitoring, not for handling claims directly. You can explore some third-party connectors. Some ISVs offer email-to-BC integration for service management scenarios. The best practice is to treat claims as service issues rather than sales orders

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 is built to automate email-to-order workflows (incoming sales request emails → quotes/orders) in Business Central. It is not designed to automatically capture customer claims/issues via email and tie them to existing sales orders. To track claims sent by email you’ll need a separate workflow or extension rather than using the Sales Order Agent.

Thanks

Nimsara

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Khushbu Rajvi. 22,128 Super User 2026 Season 1 on at

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The Sales Order Agent in Business Central is not designed for handling customer claims or service issues—it’s specifically built to create Sales Quotes or Sales Orders from incoming emails. At present, Microsoft hasn’t made this feature extensible, so it cannot be customized to capture or process claims automatically. To manage email-based claims, the recommended approach is to use Power Automate to route those emails into Business Central or set up a custom service workflow (or extension) that can log and track such claims separately.

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

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Hi,

SO Agent is a powerful AI-driven feature in BC, its current scope is focused on automating sales order capture from incoming emails. It reads customer requests, identifies items, checks availability, and generates quotes or orders. It does not natively support claims intake or issue classification.

Here’s WHAT we can do:

1. Understand Agent Scope

The agent monitors a designated mailbox for sales-related emails.

It uses AI to extract item details, quantities, and delivery preferences.

It does not parse or classify non-order content like complaints, claims, or service requests.

2. Workaround Options

To capture claims from email and associate them with sales orders, consider these approaches:

Shared Mailbox + Rules: Use Outlook rules or Power Automate to route claim emails to a separate folder or trigger a workflow.

Custom Page Extension: Create a custom “Claim” table in BC and link it to the Sales Order via Document No. or External Document No.

Copilot Extension: Extend the Sales Order Agent using AL or Power Platform to recognize claim keywords and route them to a claim intake process.

Email-to-Case Integration: Use Power Automate to convert claim emails into BC records or integrate with Dynamics 365 Customer Service for full case management.

3. Best Practice for Linking Claims

Include the Sales Order No. or Customer Reference in the email subject or body.

Use that reference to auto-link the claim to the correct order in BC.

Maintain a Claim Status field and use dimensions or tags to track resolution progress.

4. Future Possibilities

Microsoft may expand Copilot capabilities to support multi-intent email parsing, including claims, service requests, and feedback.

For now, custom extensions or Power Platform flows are the best path.

Helpful Reference
Sales Order Agent overview – Microsoft Learn
Activate and Configure Sales Order Agent – Crestwood
Automating Sales Order Process – TrinSoft

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

Cheers
Jeffrey

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Jainam M. Kothari 15,732 Super User 2026 Season 1 on at

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May this can help : https://erpsoftwareblog.com/2025/10/best-practices-for-integrating-dynamics-365-business-centrals-sales-order-agent-with-microsoft-365/

https://www.crestwood.com/blog/integrating-sales-order-agent-with-microsoft-365-email-tracking-customer-matching-and-automation-tips/

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