The created agent is not giving expected results for all the users

Use a structured check of both the agent configuration and tenant features, focusing on differences between earlier and newly added users.

1. Verify the agent instance is healthy

• Confirm the agent instance itself is working end-to-end by testing with a known working user:
  • In Teams, open a chat with the agent and send Hello!.
  • Ensure:
    • The agent shows a typing indicator.
    • The agent responds within a few seconds with a coherent answer.
    • Any configured tools (for example, Mail MCP server) execute successfully and logs show no errors.
• If the agent fails even for earlier users, follow the full checklist:
  • Developer portal configuration is saved and shows Agent Type = API Based and a valid Notification URL.
  • Agent appears in Teams Apps search.
  • Agent instance can be created from Teams.
  • Agent user appears in the organization and can be approved in the Microsoft 365 admin center.

2. Confirm new users can see and instantiate the agent For the affected (recently added) users:

• In Teams → Apps → search for the agent:
  • Ensure the agent appears with the correct icon and description.
• Select the agent:
  • Confirm Request Instance/Create Instance is enabled and the user can request or create an instance without errors.
• In Microsoft 365 admin center:
  • Go to https://admin.cloud.microsoft/#/agents/all → Requests tab.
  • Verify the agent instance request from the new user appears and is approved.

If new users cannot create an instance or the button is disabled, the issue is likely tenant-level enablement:

3. Check Microsoft Agent 365 Frontier is enabled for the tenant

• Symptom: Agent appears in Teams but new users cannot add or use it properly.
• Root cause in many cases: Microsoft Agent 365 Frontier not enabled or not correctly licensed/allowed for all users.
• Action:
  • Ask the tenant administrator to verify that Microsoft Agent 365 Frontier is enabled for the tenant and that the affected users are covered by the appropriate licenses and admin settings.
  • Once enabled and propagated, Frontier features (including agent usage) should become available to those users in Microsoft 365 Copilot and Microsoft 365 apps.

4. Compare permissions and access between working and non-working users If the agent instance is created and approved but new users still get no or poor results while earlier users work:

• Compare:
  • Licensing (Microsoft 365 Copilot / Agent 365–related licenses) between early and new users.
  • Security groups or policies that might restrict access to the agent or its data sources.
• Ensure that new users are in the same groups or have equivalent permissions as the users for whom the agent works.

5. Validate data-source–based behavior (if applicable) If the agent relies on knowledge sources (for example, SharePoint via generative answers) and new users get “I’m not sure how to help with that” or similar:

• Confirm the knowledge source is correctly configured and contains relevant content.
• Ensure:
  • The data source (for example, SharePoint site) is accessible to the new users (permissions on the site/library/folders).
  • Content is in supported formats and has been indexed.
• If search returns no results for the new users, the generative answers node will not return a response.

6. If the issue persists

• After verifying:
  • Agent configuration and health.
  • Tenant Frontier enablement and licensing.
  • Instance creation and approval for new users.
  • Data source access and indexing.
• Escalate through Microsoft support channels with:
  • Agent ID, tenant ID, affected user UPNs, and timestamps of failed interactions.

References:

• Create agent instances
• Generative answers pointing to SharePoint sources don't return results