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How to fix copilot studio agent not responding in whatsapp

Ghassan Wehbe 40 Reputation points
2026-02-25T07:48:25.2733333+00:00

I built an agent in Copilot Studio and published it to the WhatsApp channel.

The issue is that the agent does not respond when I send messages through the WhatsApp interface.

However, in Azure Communication Services (ACS), I can see events appearing in the charts under the following categories:

  • Published Events (Sum) – communicationserviceagent-system-topic

Matched Events (Sum) – communicationserviceagent-system-topic

Delivered Events (Sum) – communicationserviceagent-system-topic

Advanced Filter Evaluations (Sum) – communicationserviceagent-system-topic

There are zero errors shown in the ACS graphs.

In ACS, the WhatsApp channel status is Active, and the display name has been approved. I followed the exact steps outlined in the official documentation.

In Copilot Studio (Analytics tab), I can see:

17 conversation sessions

47% engagement rate

33 Copilot credits used

I have tested the agent using different phone numbers, but it does not respond to any of them in WhatsApp.

Under the Effectiveness section, I see:

45.5% unengaged

54.5% resolved

When I download the session data from the Analytics tab, the Excel file shows the chat transcript. In the transcript column, I can see the messages I sent and the agent’s replies.

Given that the agent appears to be generating responses (as shown in the transcript), why are the responses not visible in the WhatsApp interface?I built an agent in Copilot Studio and published it to the WhatsApp channel.

The issue is that the agent does not respond when I send messages through the WhatsApp interface.

However, in Azure Communication Services (ACS), I can see events appearing in the charts under the following categories:

Published Events (Sum) – communicationserviceagent-system-topic

Matched Events (Sum) – communicationserviceagent-system-topic

Delivered Events (Sum) – communicationserviceagent-system-topic

Advanced Filter Evaluations (Sum) – communicationserviceagent-system-topic

There are zero errors shown in the ACS graphs.

In ACS, the WhatsApp channel status is Active, and the display name has been approved. I followed the exact steps outlined in the official documentation.

In Copilot Studio (Analytics tab), I can see:

17 conversation sessions

47% engagement rate

33 Copilot credits used

I have tested the agent using different phone numbers, but it does not respond to any of them in WhatsApp.

Under the Effectiveness section, I see:

45.5% unengaged

54.5% resolved

When I download the session data from the Analytics tab, the Excel file shows the chat transcript. In the transcript column, I can see the messages I sent and the agent’s replies.

Given that the agent appears to be generating responses (as shown in the transcript), why are the responses not visible in the WhatsApp interface?

Microsoft Copilot | Other
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  1. Q&A Assist
    2026-02-25T07:48:42.2966667+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    It seems like your Copilot Studio agent is generating responses correctly, as indicated by the chat transcripts, but those responses are not being delivered to the WhatsApp interface. Here are some potential reasons and troubleshooting steps you can consider:

    1. WhatsApp Channel Limitations: The WhatsApp channel does not support uploading or downloading files. Ensure that the messages being sent and the expected responses do not involve any unsupported content types.
    2. User Authentication: If the phone numbers you are testing with are not registered or authenticated properly, the agent may not respond. Ensure that the phone numbers are correctly linked and that any necessary authentication steps are followed.
    3. Conditional Access Policies: If your organization has implemented Conditional Access policies through Microsoft Entra ID, these may prevent the agent from responding to users on WhatsApp. Check if there are any policies that might be blocking the authentication token acquisition needed for the agent to function properly.
    4. Configuration Issues: Double-check the configuration settings in both Copilot Studio and Azure Communication Services. Ensure that the agent is correctly configured to communicate over WhatsApp and that all prerequisites have been met.
    5. Testing with Different Scenarios: Since you have tested with different phone numbers, consider testing with different message types or formats to see if there is a specific type of message that triggers a response.

    If none of these steps resolve the issue, you may want to contact Microsoft Support for further assistance, especially if you suspect there might be a bug or a deeper issue with the Copilot Studio agent deployment.

    References:

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