Copilot Studio marking completed chat's as abandoned

Question

I have several chatbots built in copilot studio.

Each chat has multiple end points, at each end point I have an End Conversation action but all of my chats are being marked as abandoned even when a user reaches this end point.

I have tried adding end current topic, end all topic, redirecting all end points to the End Conversation topic but nothing works.

Answer 1

Hello @Jo Ellis,
Thanks for reaching out. To address the issue you are facing, you can use follow-up questions towards the end of each conversation to confirm the user's intent to end the interaction. Moreover, make sure the session timeout is correctly configured to label the conversation as resolved when the user does not reply.

Steps to Implement Follow-Up Questions:

1.Add a New Node: Click on the Add node icon under the node where you would like to add the follow-up question.

2.Select 'Ask a Question': Select the Ask a question option.

3.Enter the Follow-Up Question: Input the follow-up question, such as "Did this answer your question?" or "Can I help with anything else?"

4.Configure Responses: Add response options for "Yes" and "No" and configure actions on the basis of these responses.

5.End Conversation Action: Add an End Conversation action subsequent to the follow-up question to indicate that the conversation is now resolved.

Ref: https://learn.microsoft.com/en-us/microsoft-copilot-studio/guidance/cux-end-conversations
https://learn.microsoft.com/en-us/microsoft-copilot-studio/guidance/measuring-outcomes

Thanks, 

Smita

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