--- schema_version: "1" id: 4df6429377e5ca3310649bfb897b3dcc34157f39e5ba749c06e49b5597848241 title: Troubleshoot Agentforce Engagement Email collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/sales_agent_sdr_email_troubleshooting.md canonical_url: https://help.salesforce.com/s/articleView?id=sales.sales_agent_sdr_email_troubleshooting.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: e2d3acc6c8e69865da5a58a2e18d34e55df86435279543b5c8aecc7238672fe7 description: When an Engagement agent generates and schedules emails, errors can occur under certain conditions. When an error occurs, the agent cancels all outreach to the prospect and an error appears in the prospect’s Activity Timeline. products: - Sales Cloud - Agentforce release: "264" --- # Troubleshoot Agentforce Engagement Email When an Engagement agent generates and schedules emails, errors can occur under certain conditions. When an error occurs, the agent cancels all outreach to the prospect and an error appears in the prospect’s Activity Timeline. ### Required Editions
Available in: Lightning Experience in Enterprise, Performance, and Unlimited editions with Sales and Einstein for Sales.
These email errors in the Activity Timeline include a subject of “Engagement Email Error”. The description provides additional details, including what to do next. Agentforce Engagement email errors in the Activity Timeline include an action to reactivate the agent for the prospect. When you choose this option, the agent begins its outreach from the beginning, without the context of any previous emails. Here are the errors that can occur, including instructions for resolving them. | Error Description | Cause | Next Steps | | --- | --- | --- | | An error occurred. Ask your Salesforce admin for help. | Used for rare error conditions that require Salesforce to examine Agentforce Engagement log files to determine the exact cause. | Open a support case for further investigation. | | We couldn't access the previous email in this thread. Ask your Salesforce admin for help. | Einstein Activity Capture hasn’t yet captured the previous email messages to the prospect. The Engagement agent needs them in order to draft the next message. The agent will re-check EAC for previous messages for up to four hours. | This error is less likely when Activity 360 Reporting is turned off in Einstein Activity Capture Setup. | | The \[lead/contact/person account\]'s email address is blank. | The Email field on the lead, contact, or person account record is blank. | Update the Email field on the lead, contact, or person account record. For leads, if the Engagement agent Assignment Rules are set to assign leads to the agent when leads are created or updated, the agent will automatically try again when the Email field is updated. Otherwise, you can manually reassign the record to the agent. | | Previous emails sent to this address have bounced. Update the email address. | One or more previous emails sent to the email address associated with this prospect bounced. | Update the Email field on the lead, contact, or person account record. For leads, if the Engagement agent Assignment Rules are set to assign leads to the agent when leads are created or updated, the agent will automatically try again when the Email field is updated. Otherwise, you can manually reassign the record to the agent. | | This \[lead/contact/person account\] has been converted to a contact. Send email from the contact record instead. | The lead was manually converted to a contact record. This error appears in the Activity Timeline on the contact record. | Reassign the contact to the Engagement agent. | | The \[lead/contact/person account\] has opted out of emails. | The Email Opt Out field is enabled on the record. If [Enforce Email Privacy Settings Preference](https://help.salesforce.com/s/articleView?id=sales.emailadmin_enforce_email_privacy_settings.htm&type=5&language=en_US) is turned on in Deliverability Setup, the Email Opt Out field is enabled on theprospect’s related Individual record. | None | | Your Salesforce admin has turned off Agentforce Engagement. | Agentforce Engagement or one of its supporting features is incorrectly configured or turned off in Setup. | Your Salesforce admin can check the Agentforce Engagement settings in Setup. | | The Engagement agent isn't activated in Agentforce Builder. Contact your Salesforce admin for help. | The Engagement agent isn’t activated in Agentforce Builder. | Your Salesforce admin can check the Agentforce Engagement settings in Setup. | | The Engagement agent user record doesn't have an email account connected. | The Engagement agent user record doesn’t have an email account connected. | Your Salesforce admin can review the Agentforce Engagement user record and connect an email account. | | The Engagement agent's assigned email address is invalid. | The email address on the Engagement agent user record is invalid.'s It may have been changed after the email was scheduled and before it was sent. | Your Salesforce admin can update the email address on the Engagement agent’s user record. | | The Engagement agent couldn't access this email. Ask your Salesforce admin for help. | This error can occur when the Engagement agent has drafted and scheduled an email, but a user manually deleted the draft before it was sent. This error can also happen when the Engagement agent user doesn’t have access to the drafted email record because an admin manually revoked the Engagement agent user's access. | None | | The \[lead/contact/person account\] owner hasn't accepted the Terms of Service for Email Productivity features. | Agentforce Engagement can’t access the record owner's calendar to generate a "Book a Meeting" link. This occurs when the user has Inbox permissions, but has not accepted the Terms of Service for the Email Productivity Features (also known as Inbox). | The owner of the record should log in and trigger the email composer by clicking on the email address in a lead or contact record. In the email composer, the user will be prompted to accept the Terms of Service. | | The Engagement agent user hasn't accepted the Terms of Service for Email Productivity features. | The Engagement agent can’t schedule the email message. This occurs when the Engagement agent user has not accepted the Terms of Service for the Email Productivity Features (also known as Inbox). Note that the terms are accepted automatically when your admin connects the email account to the Engagement agent user record. | Your Salesforce admin should disconnect the email account from the Engagement agent user record and then reconnect it. You can do this in the Engagement Rules for the Engagement agent in Agentforce Builder. | | You've reached the limit of 1800 daily Agentforce Engagement emails sent. | The Engagement agent is limited to 1800 messages per day for Gmail and 9800 per day for Outlook. This limit protects Salesforce user email accounts from being flagged as bulk senders (spammers) by Google or Microsoft. | Assign the prospect to an Engagement agent again the following day. Doing so restarts engagement from scratch, without the context of any previous Engagement agent emails to the prospect. | | The hourly Agentforce Engagement email generation limit has been reached. | Your Salesforce org has reached its hourly limit for use of the LLM. Note that multiple Salesforce services share the same LLM, so Agentforce Engagement may not be directly responsible for exceeding the limit. After the initial failure, the Engagement agent retries once per hour for three hours. | None | | The \[lead/contact/person account\]'s email address is on the Excluded Addresses list. | The record that was assigned to the Engagement agent has an email address or an email domain that appears on the Einstein Activity Capture Excluded Addresses. | None | | Your concurrent record activation limit for Agentforce Engagement has been reached. Try again later. | Agentforce Engagement is limited to being activated on 25000 records at any given time. This limit protects Salesforce user email accounts from being flagged as bulk senders (spammers) by Microsoft or Google. | Assign the record to an Engagement agent again after the agent has completed work on other records. |