How to enable authentication for Copilot Studio agent connected to D365 customer service in Teams channel

Question

Hi, Hope youre doing well.

I have configured a copilot studio agent with manual authentication settings and connected it to D365 Customer service. I have a SharePoint knowledge base and Live handoff scenario from Teams for the copilot agent; but I'm not able to login or configure SSO.

For manual login, the redirect login button does not show up and SSO does not work which is mentioned in a documentation as well. All the steps according to the documentation have been followed and verified.

Please suggest ways to fix this issue

Thank you in advance!

Answer 1

To enable authentication for your Copilot Studio agent connected to Dynamics 365 Customer Service in the Teams channel, you need to ensure that you are following the correct configuration steps, especially since SSO (Single Sign-On) is not available for agents integrated with Dynamics 365 Customer Service. Here are some suggestions to troubleshoot and fix the issue:

1. Manual Authentication: Since you have configured manual authentication, ensure that you have followed all the steps correctly. Check if the Require users to sign in option is enabled in the authentication settings.
2. Redirect URL: Verify that the redirect URL is correctly set in your app registration in the Azure portal. This is crucial for manual login to work.
3. Client Secret: Ensure that you have generated a client secret and that it is correctly configured in your agent's authentication settings.
4. Teams Integration: Since SSO is not available for Dynamics 365 Customer Service agents, you may need to rely on manual authentication. Make sure that the manual authentication settings are correctly implemented in your Copilot Studio agent.
5. Testing: After making changes, test the configuration by publishing the agent again and checking if the redirect login button appears.
6. Documentation Review: Double-check the documentation for any specific requirements or steps that may have been overlooked.

If you continue to experience issues, consider reaching out to Microsoft support for further assistance, as they can provide more tailored help based on your specific configuration and environment.

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References:

• Configure user authentication in Copilot Studio
• Configure authentication in Copilot Studio to enable SSO

Answer 2

Hi Vedanth Kayangala,

Thank you for posting your question in the Microsoft Q&A forum.

I understand you're encountering issues configuring both manual login and single sign-on (SSO) for a Copilot Studio agent integrated with Dynamics 365 Customer Service. Based on preliminary research, I’d like to highlight that in the official Microsoft documentation titled Configure single sign-on with Microsoft Entra ID for agents in Teams, it is explicitly stated:

This indicates that SSO is currently not supported in this scenario, and manual authentication would be the only viable option.

To ensure I fully understand your situation and can help you investigate further, could you please clarify the following:

• Could you share the specific documentation or articles you followed during setup?
• For manual login, does the issue occur across all browsers or only specific ones?
• Are there any error messages displayed when the login fails?
• If you've tested the agent in Teams via the web browser, have you checked the browser’s developer tools (DevTools) for any error traces?

Looking forward to your input.

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