Power Platform Community Forum Thread Details

Hi everyone,
I'm having an issue with D365 Workstream + Copilot Studio voice agent.
Yesterday, it was working fine, but today it stopped working. The call still routes to the correct workstream and AI agent, but instead of reaching the agent, it falls back to:

"We're currently unable to process your call. We apologize for the inconvenience. Please try calling us again later."

What I've checked:

The agent works fine in Copilot Studio test.
The call log shows the session as Unengaged with turnCount = 0.

Categories:

General topics

Since the call is reaching the correct workstream but the session remains Unengaged (turnCount = 0), the issue is likely occurring before the voice agent starts processing the conversation.

A few things to check:

Verify the Copilot Studio agent is still correctly linked to the workstream.
Review recent changes to authentication, environment, or channel configuration.
Check D365 Customer Service and Copilot Studio diagnostics for any service-side errors.
Confirm the voice channel and Azure Communication Services resources are healthy and properly connected.
Review Omnichannel/Voice logs around the time of the call for agent initialization failures.

The fact that the agent works in Copilot Studio Test but not through Voice suggests the issue is likely in the Voice → Workstream → Copilot handoff rather than the agent itself.