Agent works in Copilot Studio but not in Copilot 365

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Posted on by JW-09071038-0

I have created an agent in copilot studio. It is connected to a fabric data agent to answer questions about a structured dataset.

When I test the agent copilot studio, it works great.

I published the agent and included channel Copilot 365.

If I open the agent in Copilot 365 and ask exactly the same question there, then it replies "Sorry, I wasn't able to respond to that. Is there something else I can help with?".

If I ask the agent why it is doing that, it suggests this has to do with time-out. However, I get this question very quickly. Also, there is no time-out options anywhere to be found in the admin or settings panels.

Is there anything I can do to enforce that the agent should behave the same between Copilot Studio and Copilot 365?

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Autonomous agents

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Ashlesha-MSFT Microsoft Employee on at

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Hi, thanks for reporting this.

What works in Copilot Studio test chat may still fail in Microsoft 365 Copilot due to channel-specific behavior and limitations.

Please check these first:

1. Republish the agent and start a fresh chat (`Start over`).
2. Confirm the agent is enabled for Microsoft 365 Copilot and shared with the same test user.
3. Verify the user has required Microsoft 365 Copilot + data access permissions.
4. If using Fabric Data Agent (preview), validate it directly in channel context as preview behavior can differ.
5. Check Entra Conditional Access logs for blocked token/auth events.

So yes, there are limitations, and exact parity between Studio test and M365 Copilot isn’t guaranteed today. If issue persists after above checks, collect Conversation ID, Agent ID, UTC timestamp, and escalate as a potential product issue.

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JW-09071038-0 4 on at

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Thank you very much for the answer @Ashlesha-MSFT!

As I am trying this out for myself first, the test user and the user setting up these agents are the same. So access permissions wise there should not be an issue (check 2 and 3).

Republishing I have tried, but that doesn't help (check 1).

Regarding check 4; The agent works in Fabric Data agent test chat, as well as in the Copilot studio test chat. I published the Copilot studio agent through all available channels, which are: Copilot 365, Teams and Sharepoint. In Copilot 365 I got the "Sorry" reply (as mentioned in my topic start). In Teams and Sharepoint I don't get a reply at all.

Note: in Copilot studio under "Activity" I do see status "Submitted", while lower in the list where I tested the agent in the Test chat the status is "Completed".

Regarding check 5: I will check this once my IT department has time. Anything else I can check within check 1-4 or is indeed check 5 the last resort?

If you can let me know where I can escalate a potential product issue, in case check 5 also doesn't give more info, then that would be appreciated!

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Giraldoj 970 Moderator on at

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Hi there,

I guess you already checked this but confirm that you have a M365 Copilot License or copilot studio credits allocated in that environment, usually when the agents can answer from copilot studio but not for the channels it could be a billing problem.

Hope this helps!

✅ If this helped, please consider marking it as Accepted Solution.
👍 If you found it useful, a quick Like is appreciated!

🔗 Feel free to connect with me on LinkedIn:
https://www.linkedin.com/in/jhonatan-giraldo-2b20561b9/

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SZ-13072145-0 4 on at

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@Giraldoj Hi there, how to check if they are allocated in the same environment? and if this is a billing problem, how to resolve this and have the agent working properly? Struggling with the same issue here. Thank you.

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Ashlesha-MSFT Microsoft Employee on at

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Hi @JW-09071038-0,

Thanks for the update, and thanks @Giraldoj for the additional suggestion.

Could you please verify that your Microsoft 365 Copilot license is active and that the required Copilot Studio message capacity/credits are available for the environment?

If you've already confirmed the licensing and capacity are correct and the issue still persists, I recommend opening a Microsoft Support ticket. This will allow the support team to perform a deeper investigation, including reviewing backend telemetry that isn't available through the community forum.

When creating the support request, please include a description of the behavior you've observed, including that the agent works in the Fabric Data Agent test chat and Copilot Studio test chat but fails after publishing in Microsoft 365 Copilot (and does not respond in Teams and SharePoint). This will help the support engineer investigate more efficiently.

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JW-09071038-0 4 on at

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Hi @Ashlesha-MSFT

Yes, my Microsoft 365 Copilot license is active and I have enough capacity/credits available for the environment.

My workaround now is to use the Fabric data agent directly in Copilot 365. That seems to work (at least for myself).

If I still need the solution with a Copilot Studio agent, I will create a Microsoft Support ticket.

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Giraldoj 970 Moderator on at

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Hi @SZ-13072145-0

Get to the power platform admin center, and inside licencing please check you can use thise url

Billing plans | Power Platform admin center

Then check Billing Plans, and Copilot Studio tabs.

if you need additional information this article tells you everything you need to know about managing copilot credits and capacity

https://learn.microsoft.com/en-us/power-platform/admin/manage-copilot-studio-messages-capacity

Important! most of those options are only available for users with sysmtem administrator role so if you dont have it, please reach your IT department.

Hope it helps!

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SZ-13072145-0 4 on at

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@Ashlesha-MSFT what level of Copilot Studio message capacity/credits is required for this to work in this scenario? and could you please specify the steps to create a Microsoft ticket? Thank you!

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Giraldoj 970 Moderator on at

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@Ashlesha-MSFT

Is not easy to estimate the credit cost without data to understand the amount of requests you are planning to process, still you have a few tools that can help you to estiamte one from the community

Copilot Credit Estimator

and the official one

Agent usage estimator - Microsoft Copilot Studio | Microsoft Learn

Regarding to the support, you can follow these steps

Contact Microsoft - Support for Power Platform | Microsoft Power Platform

Hope this helps!

✅ If this helped, please consider marking it as Accepted Solution.
👍 If you found it useful, a quick Like is appreciated!

🔗 Feel free to connect with me on LinkedIn:
https://www.linkedin.com/in/jhonatan-giraldo-2b20561b9/

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