"Multiple topics matched" topic not being called when GPT finds multiple topics

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Posted on by WoodyTX

Our CoPilot in CoPilot Studio has multiple topics related to a single subject. If we attempt to search for one of those topics and CoPilot finds several similar topics, GPT appears to be randomly selecting one of the topics to use instead of using the "Multiple Topics Matched" topic to give the user an option to choose the applicable topic.

Attached is a screenshot of what the Conversation Map shows us when this happens. In this scenario, the CoPilot selected "Phone - Voicemail-TS01: Add/change/Delete Voicemail" as the topic it continued with. Note: The topics in the screenshot are not always displayed in the same order. However, GPT always selects the first one displayed instead of displaying a list via the "Multiple Topics Matched" topic.

Some additional background: Earlier this week the "Multiple Topics Matched" function was working correctly. We noticed today that it was no longer working. We haven't made any changes to that topic.

Has anyone seen this happen before?

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

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Hi,

This behavior occurs because GPT selects based on the highest match it finds, which sometimes is not the most relevant one.

If the "Multiple Topics Matched" isn't triggering, double-check the topic triggers to ensure they're distinct enough. Too many close matches can make it difficult for GPT to differentiate between them.

If several topics are related to voicemail management, make sure each one has a clear and unique identifier in its trigger phrase (like "delete voicemail," "change voicemail settings").

For topics that are commonly confused, you can explicitly add a fallback response to trigger the "Multiple Topics Matched" topic, asking the user to clarify.

Thanks.

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WoodyTX 26 on at

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Thank you for response Vinoth.

We tested adding a fallback response in the "Multiple Topics Matched" topic. It did not make a difference for our issue in our environment.

Based on the results of the attached Conversation Map, it appears GPT understands there are 8 potential matches to our query. However, it then appears to just select the first potential match found instead of triggering the "Multiple Topics Matched" system topic (which means GPT has no chance of recognizing the fallback response in the "Multiple Topics Matched" topic.

We are open to any other suggestions! Thanks again.

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