Dynamics 365 Business Central
How to Automate Sales Order Agent with Copilot

I want to show you the new Sales Order Agent with Copilot in the 2025 Release Wave 1 of Dynamics 365 Business Central. We’re going to take a look at the Sales Order Agent configuration and some setup. It’s easy to do, it’ll be easy to follow, and then we’re going to look at an example. We’ll take the Sales Order Agent workflow and walk through a process from a customer request to a sales order. Then at the end, I want to show you some key system setups that will make your use of this a lot easier.

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Understanding the Sales Order Agent Workflow

This is the basic workflow that comes with the Sales Order Agent. You can make some changes in the configuration, and we’ll take a look at that, but this is the basic setup. It starts with a request from a customer to the company asking for some information. The company will review it and process it through the Sales Order Agent. The Sales Order Agent will send a quote or a follow-up email back to the customer. The customer can review and confirm, then send back to the company what they’d like to do, and we’ll end up with a sales order and a confirmation to the customer of that sales order.

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Starting the Process: Customer Request

Let’s get started. This customer wants some information on the current pricing for several items they’ve listed in this email. This will be sent to a mailbox that the Sales Order Agent monitors on a regular basis. So let’s send that off.

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Accessing the Sales Order Agent in Business Central

When you log into Business Central and you have the Sales Order Agent activated, you’ll see this icon up here. Clicking on it will show me the current status of the Sales Order Agent, including all the tasks it’s currently working on and any new tasks that have come in.

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Sales Order Agent Setup and Configuration

Let’s take a quick look at some of the setup. You can see that we’ve got a basic setup here. We’ve activated the agent and specified the mailbox that we want the Sales Order Agent to monitor for new requests. There’s one more configuration page that allows me to tweak the workflow a bit. This is the default workflow that comes with the system. I can make some basic changes, but for this demonstration, we’re sticking with the default.

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Reviewing the Incoming Customer Request

Back in Business Central, we can now see a notification for the incoming email—the one the customer just sent. The icon has changed a bit, indicating that a new task is ready. Let’s open the email and review it. The agent displays the incoming email. It’s from a specific customer who is already set up in Business Central, and the email address is linked to their contact record. The request is clearly written in the body of the message. If this looks like a valid request, we’ll go ahead and confirm it.

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Copilot Takes Over the Process

Now the Sales Order Agent takes over. It’s going to use Copilot to figure out what needs to be done to satisfy this request. It’s working on that now, and shortly we’ll receive a response. The agent has reviewed the customer request and generated a draft response. Let’s take a look at it. Copilot has identified the requested items and even flagged two items that were not found in the system. This behavior is controlled by one of the configuration options available in the setup. The rest looks good, so we’ll go ahead and confirm and send the response.

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Customer Receives the Copilot-Generated Email

The Sales Order Agent sends out an email to the customer with the requested information. This email is automatically created and contains all the relevant details. The customer now has several options—they can respond, cancel, add items, or provide more details. There are no predefined buttons or steps; the client can simply reply based on the email content.

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Customer Modifies and Responds to the Quote

In this case, the customer replies and makes a few changes. They remove one of the requested items, add quantities to the remaining ones, and include a preferred delivery date. They then send the revised request back to the company.

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Sales Order Agent Processes the Reply

After monitoring the mailbox, the Sales Order Agent picks up the reply almost immediately. We can see the new email and open it to review the customer’s updated request. Everything looks good, so we confirm it. Copilot will now take this updated information and prepare a sales quote.

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Sales Quote Creation and Review

The Sales Order Agent has responded with a newly generated quote. Let’s review it. The customer’s requested quantities and delivery date have been added. We confirm everything looks good and send it to the customer. This step not only sends the email but also creates a sales quote in Business Central. When we open the quote, we can see the requested items, quantities, current pricing, and the specified delivery date. Copilot removed the item the customer no longer wanted and added the details for the remaining ones.

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Customer Converts Quote to Sales Order

The customer receives the sales quote as a PDF attached to the email. They open it and decide to move forward, replying with a simple message asking to convert the quote into a sales order. Once again, the Sales Order Agent detects this reply and processes it. We review the customer’s response, confirm the request, and Copilot proceeds to create the sales order. The confirmation is sent back to the customer.

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Final Sales Order Review

If we look inside Business Central, we’ll see that the sales quote has now been converted into a sales order. Opening it shows all the items, quantities, pricing, and delivery date are in place. It’s ready for the warehouse team to fulfill like any other order.

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Summary of Sales Order Agent Process

We’ve just walked through the full Sales Order Agent process with Copilot in the 2025 Release Wave 1 of Dynamics 365 Business Central. A customer sent in a pricing request. The company reviewed it, and the Sales Order Agent took over from there—responding to the request, generating a quote, and ultimately converting it into a sales order.

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System Setup Tips for Sales Order Agent

Let me show you two setup steps I took to make this process work smoothly in my environment. First, I used a shared mailbox to collect customer requests. I configured this via the Microsoft Exchange admin panel and linked it to Business Central. Second, I set up an Azure environment to run the Sales Order Copilot Agent. This setup involves enabling billing for Copilot Studio and linking the Azure environment to Business Central. In the Power Platform admin center, you can connect the two environments easily. These two setup steps—shared mailbox and Azure linkage—helped the Sales Order Agent function properly in my system.

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Recap

To summarize: I used a shared mailbox for the Sales Order Agent to monitor regularly, and I linked my Azure environment to Business Central. We reviewed the Sales Order Agent, explored how it works, walked through an end-to-end example, and covered the key configuration steps that made everything run smoothly.