One Microsoft Copilot Agent has been shared through Microsoft Teams & Copilot App. When users are asking the same question to the agent through chat and app, both behaviors are different. Previously it was working fine, but now suddenly it is having issue

Question

One Microsoft Copilot Agent has been shared through Microsoft Teams & Copilot App. When users are asking the same question to the agent through chat and app, both behaviors are different. Previously it was working fine, but now suddenly it is having issue

Pralay GHOSH (SG) 0

One Microsoft Copilot Agent has been shared through Microsoft Teams & Copilot App. When users are asking the same question to the agent through chat and app, both behaviors are different. Previously it was working fine, but now suddenly it is having issue.

I republished the agent. But same issue

Ashlesha Pawar (Tata Consultancy Services Limited) 395 Reputation points Microsoft External Staff

2026-07-07T12:11:52.46+00:00

@Pralay GHOSH (SG)

Since this was working previously and the issue started suddenly, could you try the following troubleshooting steps:

Verify that the same agent version is being used in both Microsoft Teams and the Microsoft 365 Copilot app.

Clear the Teams cache or test using Teams on the web to rule out a client-side caching issue.

Check the Microsoft 365 Admin Center for any service health advisories related to Copilot or Teams.

Compare the behavior using the same user account and the same prompt in both channels to determine whether the issue is channel-specific.

If the issue persists after these checks, it would be best to open a Microsoft Support ticket for further investigation, as this may be a backend or channel-specific issue.

1 answer

Your answer

Ashlesha Pawar (Tata Consultancy Services Limited) 395 Reputation points Microsoft External Staff

2026-07-07T12:11:52.46+00:00

@Pralay GHOSH (SG)

Since this was working previously and the issue started suddenly, could you try the following troubleshooting steps:

Verify that the same agent version is being used in both Microsoft Teams and the Microsoft 365 Copilot app.

Clear the Teams cache or test using Teams on the web to rule out a client-side caching issue.

Check the Microsoft 365 Admin Center for any service health advisories related to Copilot or Teams.

Compare the behavior using the same user account and the same prompt in both channels to determine whether the issue is channel-specific.

If the issue persists after these checks, it would be best to open a Microsoft Support ticket for further investigation, as this may be a backend or channel-specific issue.

Answer 1

Different behavior between the same Copilot agent in Microsoft Teams and the Microsoft 365 Copilot app can be caused by channel-specific limitations or stale configuration in the Teams channel.

From the available information, there are two main areas to check:

Known limitations in the Microsoft 365 Copilot channel
When the agent runs in Microsoft 365 Copilot (the Copilot app), it has specific limitations that do not apply in Teams:
- The Conversation Start topic is not supported, so general greetings or initial flows may differ from what users see in Teams. Instead, the agent shows suggested prompts.
- Certain media types (for example, GIFs) and some node types (speech operations, hand-off to customer service representatives) are not supported. If the agent logic relies on these, behavior can diverge between Teams and Copilot.
- Embedded URLs may be removed for security, and some citation behaviors differ.
  If the agent logic or topics were recently updated to rely on any of these unsupported features, the Copilot app experience can change while Teams still appears closer to the original behavior.
Teams using an outdated agent configuration (SystemError scenario)
There is a known issue where, after publishing or republishing an agent, Teams can continue using a previously published version instead of the latest configuration. This can cause unexpected or inconsistent behavior compared to other channels (such as the Copilot app), even if republishing has already been done. The documented workaround is:
1. In the Microsoft Teams admin center, locate the agent app, disable it, wait a few seconds, then re-enable it. This forces Teams to refresh the app configuration.
2. In Copilot Studio, turn off the Teams channel for the agent, save the changes, then turn the Teams channel back on.
3. Republish the agent again to ensure the latest version is available to Teams.
If the problem persists after these steps, contact Microsoft Support and provide the Conversation ID, Agent ID, and the time when the issue occurred so they can investigate the channel-specific behavior.

Given that republishing alone did not resolve the issue, applying the Teams channel refresh steps above is the next recommended action, and then validating whether the same prompt produces consistent behavior in both Teams and the Copilot app.

References: