We are experiencing issues with our Copilot Studio agent deployed to Microsoft Teams. The agent is not responding consistently.
We have built two different agents. Agent 1 is working as expected, but Agent 2 is experiencing problems.
Architecture:
Both agents share the same architecture:
- Created in Copilot Studio
- Deployed to Teams and available to the entire organization
- Knowledge source indexed from Azure AI Search
Difference between agent 1 and agent 2:
The only difference is the Azure AI Search index:
Agent 1 Index:
- Document count: 109
- Vector index quota: 966.38 KB
- Total storage size: 2.49 MB
Agent 2 Index:
- Document count: 280
- Vector index quota: 1.66MB
- Total storage size: 6.56 MB
Example of dialog in teams:
08:18 AM User: What are the rules regarding vacation? (Q1)
08:20 AM User: Why are you not answering? (Q2)
08:20 AM User Agent: As employee in COMPANY the rules regarding vacation ... (full response as expected from agent)
It seems the agent receives Q1 but does not respond until Q2 is sent. It may work correctly for a while, but after a few hours it stops responding again.
Log Findings
By extracting CSV logs from Analytics → Download Sessions, we can confirm that Q1 is received by Copilot Studio, but no agent response is generated.
Example row from the CSV logs:
SessionId,StartDateTime(UTC),SessionOutcome,OutcomeReason,IsResolvedImplied,Turns,ChatTranscript,InitialUserMessage,TopicName,TopicId,Channel,CSAT,Comments
xxxx-id,9:21:25 a.m.,Abandoned,UserExit,,3,User says: What are the rules regarding vacation?, User says: Why are you not answering?, Agent says: As employee in COMPANY the rules regarding vacation ... (full response)
,What are the rules regarding vacation?,,,msteams,,
What we have already tested
- We created a completely new agent to ensure the issue is not caused by the way the original agent was built.
- We connected the agent to Application Insights in Azure. No failures or errors appear there.
- The issue occurs for every employee, regardless of whether someone else recently interacted with the agent (“warmed it up”).
Summary
Everything in our setup is built within Microsoft’s ecosystem, but we cannot identify or solve the issue.
Any help, suggestions, or experience with similar problems is greatly appreciated.
