Agent intermittently failing for most users in Teams (Escalated - System intended)

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Posted on by MB-18022337-0

Hello,

We have had our Agent running in teams for about a year, with the last published version occurring approximately 4 months ago. The agent was working just fine until yesterday afternoon, when most users started getting the response "I'm sorry. I'm not sure how to help with that. Can you try rephrasing?" When I review the sessions, I am seeing them result in "Escalated - System intended." It seems as though the agent is having trouble accessing the knowledge sources.

We have tried republishing, clearing Teams cache, uninstall/reinstall, and still no luck. The agent does work just fine in Copilot Studio's testing window. Is there anyone else having this issue?

Categories:

Building Copilot Studio chatbots in Microsoft Teams

Publish & channel management

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Mohsin Ali 655 on at

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Hello @MB-18022337-0 - Yes - this issue is being reported by others as well. Please refer below URLs and I added detailed response on each questions. If still its do not work then create a support ticket with Microsoft as a final resort.

https://community.powerplatform.com/forums/thread/details/?threadid=25295ec7-6a95-f111-8075-00224834ad42

https://community.powerplatform.com/forums/thread/details/?commentid=bafb1199-3295-f111-8075-3833c5e8602a

Also, please do me a favor and mark the suggestion as verified as this way you'll help the community to navigate the resolution quickly.

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Mohsin Ali 655 on at

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Hello @MB-18022337-0 - Just wanted to follow-up if suggestions shared above really helped or pointed in right direction?

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