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Generative responses and messages removed from chat and replaced by Fallback message

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Posted on by Zhenya

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Hello, I am struggling to understand, why agent keep replacing generative answers with fallback topic. In test mode, I can see it generating answer, which looks completely correct but then instantly it replaced by Fallback message that Agent cant find related topic. Data for question is included in Files. For example, you can see generated response and same time internal message that no information is found. Is there issue with structure of knowledge base?

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Michael E. Gernaey 51,285 Super User 2025 Season 2 on at

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Generative responses and messages removed from chat and replaced by Fallback message

Hi @Zhenya

Please provide pictures of your activities tab when you run the agent in Test and make sure Cross Topic is enabled.

This way we can see why it triggered and went how it did. Its very possible depending on how things are setup for it to do what it is and it be completely correct, so we have to find the exact reason it does then we can solve it.

Cheers

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GT13 34 on at

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Generative responses and messages removed from chat and replaced by Fallback message

Hello @Zhenya,

It is possible that the generative answer contents contradict with your agent's instructions. Try removing all instructions and asking your agent again. If that worked, then add the instructions one by one to identify which one is making it fail to answer and adjust as required.

Hope this helps :)

Best,

GT

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Zhenya 123 on at

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Generative responses and messages removed from chat and replaced by Fallback message

Hi @GT13, thank you, I will try that. But I tried use same instructions and same files for knolwdge base to "free" AI agents on one of the simple platform, it works with no issues, generating conversation.

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Zhenya 123 on at

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Generative responses and messages removed from chat and replaced by Fallback message

@Michael E. Gernaey
Issue seems that it generating correct answers on generative level, then internal Copilot "planner" decides that answer is not good enough>Here few examples, one response generated in Spanish, (to respond query in Spanish) then it replaced with English. Another example is in Analytics, I can see correct response but final message is asking to rephrase, message from Fallback where no intent recognized.

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Zhenya 123 on at

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Generative responses and messages removed from chat and replaced by Fallback message

Michael E. Gernaey
It shows response but keep adding "Not sure how to help".

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Romain The Low-Code... 1,329 Super User 2025 Season 2 on at

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Generative responses and messages removed from chat and replaced by Fallback message

Could you try to go to topics, remove the conversationnal boosting (you will need to edit/disable other system like escalate) it's because the old conversationnal boosting trigger and conflict with answer coming from generative orchestration. first answer come from generative orchestration, second comme from conversationnal boosting. (the conversationnal boosting is a relic of the past coming from days when default mode were classic not orchestration) and sometime it want to try to answer.

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Zhenya 123 on at

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Generative responses and messages removed from chat and replaced by Fallback message

@Romain The Low-Code Bearded Bear
Do you know if Fallback its same as Conversation boosting? I also read about and can see in other agents, but dont see in this particular agent Conversation Boosting topic. I got some results if I add Topic triggered by When Plan Generated to End Current topic, but still inconsistent.

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Romain The Low-Code... 1,329 Super User 2025 Season 2 on at

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Generative responses and messages removed from chat and replaced by Fallback message

didnt use it since a long time : to my memories fallback is trigger when exactly the same question is rolling to many time AND some time when agent are going "wild" they are triggering it when they try to many time to make the same answer. i m not at my computer now so probably some one need to check inside studio

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