By default, a Copilot Studio agent has an Escalate topic that is used if the agent doesn’t understand the user’s questions three times in a row. It will then automatically run the Escalate topic which is intended to be used to transfer to a human if you have a system that has that feature. It can e.g. be a call center system such as Dynamics 365 Customer Service, ServiceNow etc. But for an internal agent, you probably do not need this feature, and then it’s probably best to change it so that the user isn’t just greeted with the default message that says “Escalating to a representative is not currently configured for this agent”
Remove escalate functionality
There are probably several methods to change the escalate functionality, here I describe a possible solution.
The way it works is that if the user asks a question the agent does not know how to answer, the topic “Fallback” is automatically triggered.
In this topic, there is a counter that checks how many times the agent has not been able to answer the question. When it has not been able to respond three times, it will be redirected to the Escalate topic. We want to avoid this, so then we end up in this topic.
The easiest thing is then to just delete the condition node. All nodes in the topic will then be deleted.
Then add a new message node.
In the message node, you can then give a more correct message about what the agent can answer. E.g.
“Hey, I’m not sure how I can help you with that. I can only answer questions related to “topic””
This will give the user a clearer message about what the agent can respond to, and the user will not be sent to escalation that is probably not set up for the agent.
