Copilot Chatbot | Works on Web but not on Teams

Question

I am running into an issue with the copilot bot.

What I created

Created custom topics, and using Custom Action to extract variables out of customers message, Once extracted and validated, the required variables, the variables are passed on to a custom flow created to perform HTTP API Rest calls. Further the JSON response from API is passed on to prompt on power automate itself to beautify the response. Further the data returned back to copilot.

What is Observed.

Its observed that, upon passing the prompt and testing the Topic, the desired API call is executed.

What is the issue
The issue here being, when the topic is tested using the Teams as a Channel to communicate with Copilot, the error is returned, where in all the API calls are executed. Parallelly when the same topic is tested using web channel (chatbot script on HTML) or demo website, the output is perfect Error being received on teams. Sorry, something unexpected happened. We’re looking into it. Error code: SystemError. Conversation ID: XXXXXX. Time (UTC): XXXXX

What I tried

Detaching Topic from Powerautomate flow and making HTTP call on Copilot

Removing API calls and printing variables it works.

Requesting assistance immediately.

Answer 1

Here are a few steps you can try to troubleshoot and potentially resolve the issue:

Check for Updates: Ensure that both Copilot Studio and Microsoft Teams are up-to-date. Sometimes, updates can resolve unexpected errors

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Verify Permissions: Double-check the bot's permissions in Azure Active Directory. Make sure it has the necessary permissions to access any required data or resources

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Authentication Method: If your bot requires access to external resources, consider configuring a different authentication method in Copilot Studio

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Simplify the Flow: Since removing API calls and printing variables works, try reintroducing the API calls one by one to identify if a specific call is causing the issue.

Report the Issue: Given that the error code points to a potential system issue, consider reporting it to Microsoft directly. Include the conversation ID and error details. You can report issues through the Microsoft Teams admin center or support channels

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Community Support: Check Microsoft Community forums or other support channels to see if others have encountered and resolved similar issues

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If these steps don't resolve the issue, you might need to work with Microsoft's support team to diagnose and fix the problem. They can collect more advanced log information and provide specific guidance based on your setup.