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Conversations have started splitting into multiple sessions

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Posted on by MG-28070132-0

Around 21 July, we noticed that some conversations in our agent were being split into more sessions than they had before. I'm trying to understand why and what we can do to restore the previous behaviour.

For background, we have an agent using classic orchestration that has 3 topics driven by inactivity triggers:

- at 20min of inactivity, the bot sends a message to the user about inactivity

- at 25min, it redirects to the End of Conversation topic, which posts a message querying with the question was resolved

- at 30min, sends a thank you message and ends the conversation

A short conversation will now record 4 sessions - 1 from the beginning of the conversation while the user is engaged, and another for each of bot messages above - previously it was recording only one session.

I've been hunting around for information and any way to configure how conversations are broken into sessions but have found little beyond a suggestion that there is a 36 minutes inactivity timeout. https://learn.microsoft.com/en-us/microsoft-copilot-studio/analytics-overview#conversational-sessions

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Michael E. Gernaey 47,111 Super User 2025 Season 2 on at

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Conversations have started splitting into multiple sessions

Hi @MG-28070132-0

Thank you for coming back and explaining what you did. That is great. Well, I wish we have more time, but as mentioned I've noticed it too. I am wondering if its due to costs (aka they make more lol). But shortening conversations.

Gonna mark yours as the answer

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MG-28070132-0 12 on at

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Conversations have started splitting into multiple sessions

We ended up shortening the three inactivity trigger timers to <= 12min and everything was combined into one session again. Didn't spend much time fine-tuning that number but a 15min trigger had session splitting.

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Michael E. Gernaey 47,111 Super User 2025 Season 2 on at

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Conversations have started splitting into multiple sessions

Hi @MG-28070132-0

For me, I have seen this both in agents and M365 itself. I cannot find a change, but it also seems different based on my environment/tenant update schedule.

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