Applies to Product - Microsoft Copilot Studio
What’s happening?
The customer is seeking a way to display a different fallback message to users when an agent times out, as opposed to when information cannot be found.
What’s happening?
The customer is seeking a way to display a different fallback message to users when an agent times out, as opposed to when information cannot be found.
Reason:
The underlying cause is identified as a production limitation regarding the differentiation of fallback messages based on the type of failure (timeout vs. inability to find information).
The underlying cause is identified as a production limitation regarding the differentiation of fallback messages based on the type of failure (timeout vs. inability to find information).
Resolution:
To show a different fallback message for agent timeouts, configure timeout rules in the admin center under Productivity. The Timeout rules option allows setting automatic actions based on business service-level agreements (SLAs). For example, you can send an auto-reply to a customer if they are unresponsive after a certain period or close conversations automatically after a configured idle time. For more details, please refer to the documentation on creating and editing topics and triggers in Microsoft Copilot Studio.
To show a different fallback message for agent timeouts, configure timeout rules in the admin center under Productivity. The Timeout rules option allows setting automatic actions based on business service-level agreements (SLAs). For example, you can send an auto-reply to a customer if they are unresponsive after a certain period or close conversations automatically after a configured idle time. For more details, please refer to the documentation on creating and editing topics and triggers in Microsoft Copilot Studio.