Unanswered

Copilot Agent embedded in D365 Case (incident) form is not updating context on record change

(1) Share

Report

Posted on by assdaer

Hello community,

We have embedded a Copilot Studio Agent into an iframe on a D365 Case form. We have passed the recordid to the agent for a contextual conversation experience. The issue is that, no matter what we try, when switching records/cases the agent conversation does not update to the new record context and remains stuck with the initial accessed record/case. The only scenario when the Copilot Agent updates context to the current record is when the record is opened in a new browser tab. We have tried multiple ways of resetting the iframe with JS scripting or using end conversation agent topic, but nothing seems to work.

In the browser dev console the recordid and conversationid are updating dinamically, but somehow the initial conversation is trailing along and the conversation with the agent is stuck on the first record.

Does anyone have any ideas on how to tackle this?

Thank you!

Categories:

Topic creation & management

I have the same question (0)

All responses (3)

Answers (0)

Suggested answer

Michael E. Gernaey 53,335 Super User 2025 Season 2 on at

Like (0)

Report

Hi @assdaer

My guess here is that you are not Ending the previous conversation so its not going to reset.

Either add a way (call it via javascript) to end all current sessions (or at least the current one), for that instance of the Agent, then restart with the new information, as that is the only reason I can think of for it to be stuck, and yes this will happen also when you think about sessions etc for even the current user, how it keeps the history and its like. uggg i just want it "cleared", well you need to end the current session/conversation.

Please let me know if this helps or if you have further questions.

If this resolves your issue please Mark as such and Maybe a like.

Thanks!!

Was this reply helpful? Yes No
assdaer 4 on at

Like (0)

Report

The issue we are having is that we have no way of refreshing the agent's session storage. We have tried to use JS to refresh sessions (but can only target the web app - in this case D365) to no success as we didn't find an actual way to give the command to the agent to reset it's session storage.

Was this reply helpful? Yes No
Michael E. Gernaey 53,335 Super User 2025 Season 2 on at

Like (0)

Report

Hi @assdaer

Let's take this another way, as I cannot see the flow etc so there is limited things I can do or suggest.

Please walk me through step by step how you added the Bot (Yes I know its an iframe), how are you passing the ID to the bot initially?

How exactly are you opening the new case? literally step by step

When you come back into the Form, is the iframe Auto-refreshed via Javascript?
When your bot first loads, you can always tell it to stop existing conversations and then continue on.

Its too much to go back and forth on an agent that isn't shared or details. I get the error, but need to have what you built shown and explained ho you are making it load even the initial one. then be able to walk through those steps to tell you what I recommend.

Was this reply helpful? Yes No