Copilot Studio agent not responding on WhatsApp via WhatsApp channel connection

Question

Copilot Studio agent not responding on WhatsApp via WhatsApp channel connection

Justin van Heerden 20

I have a Copilot Studio agent connected to the WhatsApp channel on Copilot Studio. It is connected to my ACS resource and phone number. User's image

When I WhatsApp the number, I can see that AdvancedMessageEvents are triggered, but the copilot agent does not respond via WhatsApp. I have disconnected everything and redeployed it, but it did not resolve the issue

User's image

Any guidance regarding this issue would be greatly appreciated.

Nivedipa-MSFT 4,071 Reputation points Microsoft External Staff Moderator

2026-03-27T05:47:02.5733333+00:00
Hello Justin van Heerden,
ACS is receiving messages (events are firing), but Copilot Studio isn't responding. The root cause is with the Event Grid subscription relay.

To resolve this:

Manually delete the Event Grid subscription from your ACS resource via the Azure Portal under Events.

Remove and then re-add the WhatsApp channel in Copilot Studio to recreate the correct subscription.

Review Event Grid for delivery failures, particularly 401 or 404 errors.

Additionally, ensure that the subscription is filtering for AdvancedMessageReceived events specifically, rather than the broader AdvancedMessageEvents.

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Nivedipa-MSFT 4,071 Reputation points Microsoft External Staff Moderator

2026-03-27T05:47:02.5733333+00:00

Hello Justin van Heerden,
ACS is receiving messages (events are firing), but Copilot Studio isn't responding. The root cause is with the Event Grid subscription relay.

To resolve this:

Manually delete the Event Grid subscription from your ACS resource via the Azure Portal under Events.

Remove and then re-add the WhatsApp channel in Copilot Studio to recreate the correct subscription.

Review Event Grid for delivery failures, particularly 401 or 404 errors.

Additionally, ensure that the subscription is filtering for AdvancedMessageReceived events specifically, rather than the broader AdvancedMessageEvents.

Answer 1

I have followed the above instructions, and I did not observe any delivery failures (401 or 404). The same issue persists when it is connected to the WhatsApp channel and I can see advanced message activity on the communication service events page. The event subscription that was auto-generated is filtering for AdvancedMessageReceive events.

Since this number was previously connected to a WhatsApp account on Dynamics and then linked to the bot via a workstream, is it possible that it’s still registered to that configuration? If so, would I need to remove the number from the communication service, reconnect it, and then retry the WhatsApp channel setup?

Any further guidance regarding this issue would be greatly appreciated.

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Copilot Studio agent not responding on WhatsApp via WhatsApp channel connection

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