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I have created an agent in studio designed to summarise the chat messages in a Teams group chat created when we have a major incident affecting a customer, the system prompt asks it to summarise the chat if asked, and identify any lessons learnt and a Root Cause Analysis we can use to develop into something suitable for the customer. I have added the agent to a chat using a link, because the add agent doesn’t show the new agent, which I understand is a known issue.

When prompted the agent responds with the fallback message: Escelating to an representative is not currently configured.......

Anybody else experienced something similar? Any strategies for making something like this work?

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Building Copilot Studio chatbots in Microsoft Teams

Hey @SW-13111214-0

The message “Escalating to a representative is not currently configured…” is triggered by the system fallback topic in Copilot Studio. This happens when:

The agent cannot match the user’s input to any topic or knowledge source with sufficient confidence.
After two failed attempts to clarify, the agent redirects to the Escalate system topic, which by default shows that message if live agent handoff isn’t configured.
Reference: Configure the system fallback topic.

Key Reasons for Fallback in Your Scenario

No matching topic or low confidence
If your summarization prompt isn’t tied to a clear trigger phrase or topic, the agent defaults to fallback.
Reference: Using the Fallback topic.
Teams-specific behavior
In Microsoft Teams, there’s no default fallback topic out-of-the-box. You must create and customize one if you want different behavior.
Reference: Fallback topic in Teams.
Escalation not configured
The Escalate system topic is included by default, but it only shows a message unless you configure a handoff to a live agent or another topic.
Reference: Hand off to a live agent.

Strategies to Make Your Agent Work
1. Add Trigger Phrases for Summarization

Create a dedicated topic like “Summarize incident chat” with trigger phrases such as “summarize this chat”, “give me RCA”, etc.
Ensure the topic includes steps to call generative AI or summarize messages.

2. Use Teams Chats as Knowledge Sources

If your goal is to summarize Teams conversations, add Teams chat data as a knowledge source in Agent Builder.
Reference: Use Teams chats as knowledge sources.

3. Customize the Fallback Topic

Instead of showing the default escalation message, edit the fallback topic to:
- Prompt the user again with clearer instructions.
- Call a Power Automate flow or redirect to a custom topic for summarization. Reference: Design graceful fallbacks.

4. Configure Escalation - If Needed

Configure the Escalate system topic to connect to Dynamics 365 Omnichannel or add a custom redirect (e.g., support URL).
Reference: Configure handoff.

5. Check Known Issues

Agents added via link may not appear immediately in Teams. This is a known issue; publishing and admin approval can help.
Reference: Known issues in Copilot extensibility.

Best Practice from Microsoft

Always define clear topics and trigger phrases for specialized tasks like summarization.
Use generative answers and Teams chat data for richer context.
Implement custom fallback logic to avoid dead ends and improve user experience.