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Power Platform Community / Forums / Copilot Studio / Escalation topic is us...
Copilot Studio
Suggested Answer

Escalation topic is used even if there are results from the knowledge resources

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Posted on by Konrad 85
I have an agent in Copilot Studio. I have connected 4 knowledge sources to it via AI Search with an index for each.
When I ask a very simple question that leads to search results in each of the four knowledge sources, the escalation topic starts every time.
How can I debug or track why this is happening? Is there anywhere I can see what results the agent gets from the AI Search knowledge sources when I make a request and how it proceeds with them?
I have the same question (0)
  • Suggested answer
    Valantis Profile Picture
    Valantis 6,735 on at
    Hi @Konrad,

    did you try to republish your Agent or Publish at all? 

    try also this if you havent:

    • Open the topic and find the Generative Answers node.

    • Make sure it’s actually wired to your four AI Search knowledge sources.

    • If you gate answers with a confidence threshold, try lowering it.

    Debug

    • Click Test (top-right) in Copilot Studio.

    • Ask a simple question and watch the topic flow: does it reach the knowledge node or jump straight to escalation?

    Check knowledge sources

    • Open Knowledge management and review the Status of each index for ingestion errors.

    • Manually check that your AI Search index contains content that answers your test question.

    Review analytics

    • Go to Analytics → Escalation rate drivers.

    • Open a few escalated conversations and read the transcript to see what happened right before the handoff.

    Most common cause: A hard-coded (unconditional) escalation path, or a Generative Answers node that isn’t actually linked to the knowledge sources.

    If flow looks fine but it still escalates: Your indexes may not have content that matches the user’s question closely enough improve coverage or adjust confidence.

    check also this Sources might help you:

     

     

    Let me know if that answers your question. 

     

     

  • David_MA Profile Picture
    David_MA 14,956 Super User 2026 Season 1 on at
    What wording are you using in the trigger for the topic? This greatly affects when the AI will choose to trigger a specific topic. For an agent I am working on, I have a topic to escalate to a human for assistance, and this is the instruction I have provided to the trigger:
     
    Used when a user requests human assistance, asks to talk to a real person, or seeks direct contact with support. This topic initiates an escalation workflow and emails the support group
     
    So far, it has worked as intended.
     
     
    Try different variations of the description to see how it affects behavior. Also, ask Copilot to evaluate the description and if it can optimize it for you.
     
    Note: I did not use AI to generate this answer. I only suggested that you use AI to optimize the description for what the topic does.
  • Valantis Profile Picture
    Valantis 6,735 on at

    Hi ,

    Just wanted to check in and see if everything is working now. If you still need any help, feel free to let me know.

    Also, if the issue is resolved, it would be great if you could mark the answer as solved so others with the same question can find it easily.

     

    Thanks and have a great day!

     

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