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Agenforce: SDR agent is not engaging with the lead

Publish Date: Oct 10, 2025
Description

When customer set up an Agentforce SDR with the necessary engagement rules for Leads. However, when Leads are created or updated, the engagement rules fail to trigger. 

  1. Enable Agentforce SDR

  2. Add engagement rules to the Lead object, configured for create/update events

  3. Include the 'SendOutreach' topic, save the agent, and activate it

  4. Create a Lead record—but no email draft appears in the activity timeline

Resolution

Run below SOQL to check the engagement rule status.

select fields(standard) from automatedaction where RuleType='SdrAgent'

If the rule is inactive, the rule needed to be deleted and then recreated to have the rule be re-activated. 

Knowledge Article Number

005131361

 
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Salesforce Help | Article