How Message Capacity works

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Posted on by Gosia MN-05111935-0

Hi All,

I would like to understand how message capacity is working

Based on documentation:

A message is an interaction between a customer and an agent, representing one unit of consumption. A message is defined as any request or message sent to the agent that triggers an action or a response from the agent.

Manage messages and capacity - Microsoft Copilot Studio | Microsoft Learn

But I want to have a clear statement and some more clarification.

Is that mean each question - answer consume 1 message? Even a very simply, and it does not matter if the Chatbot use a knowladge source to answer or generative AI it will always consume 1 message?

Or there are specific kind of actions, activities cause message consumptions? Any list can be provided?

And consumption is applicable in all types of environments: like message can be consumed in Sandbox/Dev/Prod environment?

Very appreciate any advises.

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Artur Stepniak 1,539 Super User 2025 Season 2 on at

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Hello,

based on the docs that you've provided it seems that you're correct, as stated:

A message is an interaction between a customer and an agent, representing one unit of consumption. A message is defined as any request or message sent to the agent that triggers an action or a response from the agent.

What's worth to note is that: Messages that use the embedded test chat don't count toward billed sessions.

So testing is free. :-)

Best regards,

Artur Stepniak

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Gosia MN-05111935-0 22 on at

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Is that mean if the Chatbot is published and conversation will be done via Webpage/Teams then messages will be consumed? Even if this is Sandbox or Dev environment.

For me this is really not clear how those messages are consumed.

If this is as simple as question-answer -> 1 message then well that is tricky.

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