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SDR Engagement: Incorrect Reply Settings Prevent Response Capture and Generate Error Tasks

Publish Date: Apr 14, 2026
Description

During the SDR Engagement configuration, setting the Maximum Number of Replies to 0 and unchecking "Allow the agent to respond to customers immediately if they reply" prevents the system from capturing and registering responses to outreach emails and creates error tasks with descriptions such as "The prospect owner's email account has been deactivated."

Resolution

This configuration is not aligned with the expected system behavior, which requires at least one reply to be allowed in order to register correctly.

It is recommended to update the Engagement Rules configuration as follows

  • Increase the Maximum Number of Replies from 0 to at least 1
  • Enable the "Allow the agent to respond to customers immediately if they reply" checkbox 

These changes will prevent erroneous task/email creation and ensure the Reply field is updated correctly in the Monitoring Dashboard.

Additional Resources
Steps to Replicate:
  1. Create an SDR Agent with "Enable Send as Seller" enabled.
  2. In the Agent's Engagement Rules, set Maximum Number of Replies to 0 and uncheck "Allow the agent to respond to customers immediately if they reply."
  3. Activate the agent.
  4. Assign a Prospect to the activated agent manually, if not automatically assigned.
  5. Verify that the First Outreach email is sent to the Prospect successfully.
  6. When the Prospect replies, observe that the Reply field in the Lead Monitoring Dashboard is not updated.
  7. When the follow-up email is sent after based on the configured time, an Error Task is created in the Activity Timeline.
Knowledge Article Number

005318602

 
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Salesforce Help | Article