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Agent can't access Knowledge Base Website

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Posted on by YN-02021057-0

Hello,
I am trying to use a copilot agent on a website belonging to my organization, and for some reason, adding the URL to the knowledge base is not enough for the agent. It keeps saying that it cannot provide an answer. After searching the web for this issue, I realized there might be an issue with indexing. If there is an indexing issue, how can I deal with this problem? Or if it's not necessarily related to indexing, what else could it be?

Thank you.

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sandeep_angara 424 Super User 2025 Season 2 on at

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@YN-02021057-0

Have you enabled this knowledge source in Conversation boosting topic?

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YN-02021057-0 9 on at

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Hello,

thank for your reply...

well I do get this error:
"Searching the knowledge sources for an answer is only available when conversational coverage is boosted."

but I donjt have this topic, and don't know where to enable this.

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sandeep_angara 424 Super User 2025 Season 2 on at

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@YN-02021057-0

This is strange. Is this a classic PVA (Power Virtual Agent) bot?

Because, the new agents created in copilot studio will have the conversation boosting topic by default.

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YN-02021057-0 9 on at

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Hey,

I don't actually know what a PVA is.

I've created copilot studio agent as taught on a YouTube tutorial.

I turned off the generative Ai option since I want the agent to give answers only based on my website and that's it basically.

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sandeep_angara 424 Super User 2025 Season 2 on at

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@YN-02021057-0

I would recommend reaching out to Microsoft support. Usually agents come with conversation boosting topic.

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DH-03021533-0 4 on at

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I'm experiencing the same problem.

I was expecting to be able to reference specific pages, but it seems that the "Webpage link" only allows URLs to folders (I get the warning "The website can't end with a file extension" if I enter a link to a specific page)

I then added an index.php file to the folder which contains the web pages I want to use in the KB, and I added links to each of those web pages from the index file.

That has still not made any difference, and therefore when I test by asking word-for-word questions which those pages contain, the result for every single test so far is:

"Escalating to a live agent is not currently configured for this copilot, however this is where the copilot could provide information about how to get in touch with someone another way."

With regards to the comments about Conversational Boosting, I have added the source URLs, and enabled "Search only selected sources" so as of right now I have no idea how to diagnose this!

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DH-03021533-0 4 on at

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Hi again

Further to my previous comment, I have realised that Copilot agent's response to a URL is dependent on it being indexed with Bing.

I found this by changing the URL I had added to the Knowledge Base, and then re-tested. This time I actually got a result which made sense. Unfortunately there was some pricing information on the website which had been undated since Bing last indexed some of the pages, and so some of the information the Copilot agent displayed in it's responses showed out of date prices.

At least I now feel that I'm getting closer to figuring this out, but for the agent not to be able to display up to date pricing could turn out to be a problem and lead to complaints.

Maybe there's another way... I sure hope so!

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YN-02021057-0 9 on at

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Does anyone have any idea how to solve this?

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JE-08121434-0 17 on at

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Posting this here for anyone who stumbles across it. I had the same issue with our web sources not being referenced at all. Looking over our account and Agent settings, we have web searching enabled and working globally. However, depending on how you reference these sources, e.g., via a topic, you will need to enable web search from within the node specifically. It is really dumb, counterintuitive, and hard to find because it is enabled everywhere else, and there is no troubleshooting aside from it cannot find the knowledge source. If you query the topic via the chat input, it may or may not bring back results, which adds to the confusion.

Below is a Gen AI node that accesses both offline and online sources. Editing the data source and enabling the web search will allow it to function when this topic is routed explicitly. Turning this additional toggle on per Topic node will allow you to search only the selected web sources in the topic.

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