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How to capture unanswered Question automatically in Copilot studio

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Posted on by GireeshPradhan

Hi All,

We have seen users posting questions and few of them are not getting answers from the Bot. How can we capture automatically these unanswered questions?

Secondly how to redirect this to expert community for content creation on these unanswered questions.

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Topic creation & management

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Pstork1 68,697 Most Valuable Professional on at

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The answer for that depends a bit on what you mean by "unanswered". For prompts where the bot can't decide what the user is trying to ask there are two system topics you can modify. The first is the Multiple Topics matched and the other is the Fallback. If the question is ambiguous and matches multiple topics the system will attempt to clarify using the multiple topics matched response. If the bot can't determine which topic it will present the Fallback topic. You could add tracking to each of these to store the user's question and responses to a data source and use that data source to design new and better topics.

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GireeshPradhan 10 on at

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Unanswered means, for example, user prompts " what is data migration" if bot not founds generative answers, then bot replies saying, "I'm sorry, I'm not sure how to help with that." from fallback. In this scenario we want to capture " what is data migration" an unanswered question into SharePoint list or excel whatever automatically.

So need some help how to track and store in a data source (SP list) to design new and better topics.

Thanks in advance.

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Pstork1 68,697 Most Valuable Professional on at

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You can edit the fallback topic under System Topics to add logic to capture the question and store it in a SP list using a Power Automate flow.

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willM 27 on at

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You could also use the system variable: System.LastMessage.Text, which returns the last text entered (or selected) by the user. Append it to a global variable (accounting for multiple fallbacks) or save in whatever method best fits.

Questions nodes also have a Question Behavior tab in the node properties, which you can control if the question can be skipped, re-prompting and actions to perform when the question is not answered

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GireeshPradhan 10 on at

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Hi WillM,
thanks,
I am able to capture Last Message. text in SP List. Thanks for the support.
Will you share me the steps to captures the logged in username and email id for the lastmessage.text in list.

It will be of great help.

Thanks in advance.

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Umianta 290 on at

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Hi @GireeshPradhan

You can capture these signed-in user information using following system variables-

If this information is useful, you can mark this reply as a solution (Accept solution), which can benefit more people. Thank you in advance!

Best Regards, Umesh Khandelwal

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GireeshPradhan 10 on at

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Thanks, it helps.

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