Power Platform Community Forum Thread Details

Hello Microsoft Copilot Studio Support Team,

I hope this message finds you well. I am currently working on creating an escalation agent flow in Microsoft Copilot Studio for an IT support chatbot, as per my requirements. However, I am encountering an issue where the "Connected Agent" option is missing from the agent settings in the Copilot Studio interface.

To provide some context, I am trying to configure an agent flow that triggers when a user requests human intervention, expresses dissatisfaction, or has an unresolved query, and then sends an email notification to the IT admin team with the user's details. While setting up the agent, I expected to find the "Connected Agent" option under the agent settings to enable integration with other services or channels, such as Microsoft Teams or Dynamics 365 Omnichannel for Customer Service, as described in Microsoft’s documentation.

Here are the details of my setup:

Environment: I am using Microsoft Copilot Studio in a Power Platform environment with appropriate licenses (Microsoft 365 Copilot and Copilot Studio trial/subscription).

Steps Taken: I navigated to the agent settings in Copilot Studio, but the "Connected Agent" option is not visible in the configuration panel. I also checked the Channels and Security settings to ensure all necessary options are enabled.

User Permissions: I am signed in with an account that has Global Admin and Power Platform Admin roles, so I believe I have the necessary permissions.

Additional Observations: I verified that the agent is published and tested in the Copilot Studio test chat panel, but the issue persists. I also checked the Microsoft 365 admin center and Power Platform admin center to ensure no policies are blocking the visibility of the option.

Could you please assist me in troubleshooting this issue? Specifically, I would like to understand:

Why the "Connected Agent" option is not appearing in the agent settings.

Any specific licenses, environment settings, or configurations required to enable this option.

If this feature is available in my region or if there are known limitations in the current version of Copilot Studio.

Any alternative approaches to achieve the escalation flow if this option is unavailable

If needed, I can provide additional details, such as the agent ID, tenant ID, environment ID, or session ID, to help diagnose the issue. Please let me know how to proceed or if there are specific steps I can take to resolve this.

Thank you for your support, and I look forward to your guidance.

Best regards,

Categories:

General topics