Forum Discussion
Copilot for Sales not prompting to add opportunity from email in outlook
Hi,
We have Microsoft Copilot for Sales connected to Salesforce CRM. When an email is received from a sender who does not exist in Salesforce, Copilot correctly prompts us to create a new contact. After the contact is created and associated with an account, I can manually create or edit opportunity records without issue.
I have verified the Salesforce configuration, permissions, and access assigned to the CopilotForSalesIntegrationProfile used by the Sales Agent. I have also confirmed that all required opportunity fields are configured in the Copilot for Sales forms.
The issue is that Copilot is not prompting users to create an opportunity based on incoming emails. My understanding is that Copilot for Sales should be able to identify opportunity-related intent in an email and prompt for opportunity creation, with relevant information from the email prepopulated into the opportunity record.
Has anyone experienced this behavior and found a resolution? Any guidance or recommendations would be appreciated.
Thank you.
1 Reply
Your Salesforce connection works because Copilot can identify a sender, create the contact, and let you manage opportunities manually. What is missing is an automatic prompt that detects opportunity intent in an email and prepopulates a record. Microsoft documentation describes adding contacts, updating CRM records, viewing opportunity information, and showing insights after an email or meeting is connected to an opportunity. It does not document that automatic creation prompt as a guaranteed feature. Therefore, I would not treat this as a permissions or form-field failure. Confirm that email insights, server-to-server connectivity, and access settings are enabled. Then connect the email manually to an existing opportunity and verify whether its insights appear. If your tenant previously showed an automatic creation prompt, capture the Outlook version, Sales agent version, affected users, and a reproducible message, then open a Microsoft support case to determine whether it was a preview or tenant-specific capability.
