Conversational Boosting triggered post plugin

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Posted on by Matt51

Hi there,

I have recently set up a plugin within Copilot Studio. The plugin works now for an initial answer, however, if you ask follow up questions the plugin will return an answer but directly after it goes down the Conversational Boosting topic and fallback. Is there a way to prevent this?

Example:

user: what’s the phone number for X department

plugin generative answer: the phone number is 012345678

user: and what’s their opening hours?

plugin generative answer: their opening hours are Monday to Friday 9am to 5pm

Bot - immediately thereafter goes down the Conversational Boosting topic & then to the fallback topic.

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Vinoth Selvam 1,590 Super User 2025 Season 2 on at

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Hi Matt51,

Copilot is unable to recognize the follow-up context as part of the same conversation flow.

Can you confirm if the responses from copilot happens through custom Topic (or) coming through Conversational boosting topic?

To understand how the Copilot is providing response, i would suggest you to Turn on the Generative AI mode. With that enabled, you will be able to find the Conversation mapping on what is happening before the response is provided.

Based on the findings, we can come up with some solutions.

Thanks.

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Matt51 41 on at

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Hi Vinoth,

Thank you for your reply!

The additional reply for the follow up question is coming via the plugin, as this is the only place that data is stored to generate this reply.

So, first response generated from plugin = works as expected.
A follow up question which gives a secondary response from the plugin = expected reply but also triggers the fallback/conversation boosting topic.

shown below… the boxed in red are replied generated from the plugin.

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Vinoth Selvam 1,590 Super User 2025 Season 2 on at

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Hi Matt51,

Can you verify what is being shown in the Conversation Mapping please. How the response is being transferred from topic to fallback?

Thanks.

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Matt51 41 on at

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Apologies if this is not the view you need but this is what is showing for me in the conversation map. I’m unable to get it to present a full map end to end, it just displays the current step in the conversation.

It goes straight from the plugin - to conversational boosting - to fallback.

I have tried getting both with and without topic tracking but this is the only view i get:

Thanks

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Vinoth Selvam 1,590 Super User 2025 Season 2 on at

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Hi Matt51,

Will it be possible for you to create your own Custom Topic and call the Action.

Since the Response is also from Conversational Boosting topic, it might trigger the fallback by itself thinking that the response is not correct.

Anyhow,

Inside fallback topic (or) in any other topic, provide fallback conditions only if the plugin doesn’t deliver a response, rather than after it has successfully responded.

Try Adding more Action description mentioning to trigger that for Follow up questions also.

Thanks.

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Matt51 41 on at

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Thank you Vinoth.

How would I go about configuring the fallback topic to check if the plugin response was empty?

Or, is there a way using the system variables to check if the last message came from the bot rather than the user?

Thanks.

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