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Agenforce: SDR agent is not engaging with the lead

Fecha de publicación: Oct 10, 2025
Descripción

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

Solución

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. 

Número del artículo de conocimiento

005131361

 
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Salesforce Help | Article