initial copy over for new docs

Author: haywoodsloan

support/power-platform/copilot-studio/actions/generative-answers-connector-request-failure.md

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+---
+title: "Troubleshoot connector request failure"
+description: "Troubleshoot connector request failure due to too much returned data using filtering."
+ms.date: 10/16/2024
+ms.topic: troubleshooting
+ms.custom: guidance
+ms.author: peterswimm
+ms.reviewer: erickinser
+manager: kjette
+author: peterswimm
+---
+
+# Connector request failure
+
+When using connector actions with custom agents, you may encounter an HTTP error code 400 with the message _Error Code: 400, Error Message: Bad Request_. This error occurs when the request from the connector to the service returns too much data. Copilot Studio limits connector responses to 500 KB. This may happen whether the connector is configured for a specific topic or as an agent-wide action.
+
+If you experience this issue, you need to take steps to filter the responses returned to the connector. You can do this by configuring the inputs to the connector action so that the service returns only the data the agent really needs to respond to the user's request.
+
+## How to resolve
+
+Each connector action has a set of inputs and outputs. Most connectors include inputs that can be used to filter the data request.
+The details of this will vary from connector to connector. You can view information for specific connectors in the [connectors documentation](/connectors/).
+
+For example, suppose you are using a connector to ServiceNow with the [getKnowledgeArticles](/connectors/service-now/#get-knowledge-articles) action enabled.
+
+This action has a `Filter` input parameter that you can use to enter a filter query to limit the data returned by the service. You can also use the `Limit` input parameter to limit the number of records returned to the top few results.
+
+These inputs can be configured in Copilot Studio. The configuration details depend on whether the connector action is configured as an agent-wide action or as a topic-specific connector action.
+
+### Agent-wide action
+
+To configure for an agent-wide action, follow these steps:
+
+1. Under **Agents**, select the agent with the connector you want to configure.
+
+1. Select **Actions** to see the list of actions associated with the agent.
+
+1. Select the action you want to configure from the list of actions.
+
+1. Select **Inputs** and edit the information for the input field you want to configure.
+
+### Topic-specific connector action
+
+To configure for a topic-specific connector action, follow these steps:
+
+1. Under **Agents**, select the agent with the connector you want to configure.
+
+1. Select **Topics** to see the list of topics for the agent.
+
+1. Select the topic you want to configure. You can see the canvas for the topic flow.
+
+1. On the canvas select the connector node for the connector you want to configure.
+
+    The typical inputs that are identified from the user input are displayed under **Inputs**.
+
+1. Select **Advanced inputs** to access configurations for additional inputs.
+
+1. Configure the inputs as needed to filter your responses.

support/power-platform/copilot-studio/authoring/error-codes.md

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+---
+title: "Troubleshoot voice-enabled agents and diagnose runtime error codes"
+description: "Reference to troubleshoot voice agent runtime error codes and other issues."
+ms.reviewer: erickinser
+ms.date: 02/26/2025
+ms.topic: how-to
+author: sophie-roy3
+ms.author: sophieroy
+manager: kjette
+ms.service: copilot-studio
+---
+
+# Troubleshoot voice-enabled agents and diagnose runtime error codes
+
+This article covers troubleshooting guidance for possible issues with your voice-enabled agent, along with runtime error codes you might encounter.
+
+## Unable to turn on Optimize for voice
+
+The **Optimize for voice** setting can't be turned on if the the Power Platform environment hosting the agent is configured to use the **Get new features early** setting. Voice-enabled agents are only supported in **Standard** environments. If you're unable to turn **Optimize for voice**, check your environment and ensure that **Get new features only** is turned off. For more information, see [Early release cycle environments](/power-platform/admin/early-release).
+
+## Callers can't engage with a published agent
+
+**Issue**: After a maker configures a phone number and workstream for a published agent through Dynamics 365 Customer Service, callers only hear hold music or silence, and can't engage with the agent.
+
+**Suggested solution**: Disconnect and reconnect the Telephony channel and Dynamics 365 Customer Service customer engagement hub in Copilot Studio.
+
+**Steps**:
+
+1. In Copilot Studio, go to **Channels > Telephony** and select **Turn off telephony**.
+
+    :::image type="content" source="media/voice/voice-telephony-channel-turn-off-telephony.png" alt-text="Screenshot of the Telephony channel, highlighting the Turn off telephony button.":::
+
+    >[!NOTE]
+    >If there's an error message after selecting the button, ignore the message, and refresh the page. The Telephony channel should be turned off afterward.
+
+1. Select **Turn on telephony**.
+
+    :::image type="content" source="media/voice/voice-telephony-channel-turn-on-telephony.png" alt-text="Screenshot of the Telephony channel, highlighting the Turn on telephony button.":::
+
+1. Go to **Channels > Customer engagement hub > Dynamics 365 Customer Service** and select **Disconnect**.
+
+    :::image type="content" source="media/voice/voice-channels-dynamics-365-customer-service-disconnect.png" alt-text="Screenshot of the Dynamics 365 Customer Service customer engagement hub, highlighting the Disconnect button.":::
+
+1. Select **Connect**.
+
+    :::image type="content" source="media/voice/voice-channels-dynamics-365-customer-service-connect.png" alt-text="Screenshot of the Dynamics 365 Customer Service customer engagement hub, highlighting the Connect button.":::
+
+## Can't publish an agent or configure the Telephony channel
+
+**Issue**: Maker can't publish an agent or configure the Telephony channel.
+
+:::image type="content" source="media/voice/voice-channels-telephony-disabled.png" alt-text="Screenshot of the telephony channel being disabled, along with error status messages.":::
+
+**Suggested solution**: If you're unable to publish your agent, or if the Telephony channel is disabled, contact your Power Platform admin and ask them to review the data policies in your tenant.
+
+**Steps**: In the Power Platform admin center, the tenant admin can unblock the needed data policies. See [Data policy example - Block channels to disable agent publish](dlp-example-6.md).
+
+## Voice-enabled agent runtime error codes
+
+Voice: `CopilotNotResponseWithMessageBack`
+
+Error Message: The agent processed the user's message but didn't respond with a message.
+
+Resolution: Make sure all your topics send a message out or end conversation/hangup/transfer the call in the end.
+
+Voice: `HandoffInvalidSipHeader`
+
+Error Message: The SIP header in the transfer activity contains unsupported characters, check the documents. The invalid SIP header value is `{sip header value}`.
+
+Resolution: Check your SIP header value and make sure that it’s correct.
+
+For more information, see [Understand error codes](error-codes.md).
+
+## Related content
+
+- [Test your voice-enabled agent](voice-test.md)

support/power-platform/copilot-studio/channels/voice-error-codes.md

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+---
+title: "Debug insights when generative answers don't return a response"
+description: "Troubleshoot your agent when generative answers don't return results by using debug insights in Microsoft Copilot Studio."
+ms.date: 06/17/2025
+ms.topic: troubleshooting
+ms.custom: guidance
+ms.author: mboninco
+ms.reviewer: erickinser
+manager: kjette
+author: iaanw
+---
+
+# Debug insights when generative answers don't return a response
+
+Generative answers allow makers to create agents that respond to questions grounded in knowledge sources, like public websites or SharePoint. However, sometimes the agent doesn't provide a response. When an agent doesn't return a result, the test chat's debug mode provides insights on why a response wasn't returned.
+
+## Debug insights in the test chat
+
+When debug mode is enabled, insights are displayed in the test chat when the generative answers feature doesn't return any results for a query. Debug insights only show in the test chat and aren't shown to users in a published agent.
+
+When there's no response, a debug insight appears in the test chat and provides an indication why no response was provided. If applicable, a suggested action to improve the likelihood that a response is returned is given.
+
+:::image type="content" source="media/debug-insights/content-moderation.png" alt-text="Screenshot showing a debug insight when a response was filtered due to content moderation.":::
+
+## Disable debug insights
+
+Debug insights are enabled by default. To stop the display of debug insights, select the three dots at the top of the test panel and turn off **Debug mode**.
+
+### Related content
+
+- [Generative answers pointing to SharePoint sources don't return results](generative-answers-sharepoint-no-response.md)

support/power-platform/copilot-studio/generative-answers/generative-answers-debug-insights.md

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+---
+title: "Generative answers pointing to SharePoint sources don't return results"
+description: "Troubleshoot why generative answers nodes configured to use SharePoint knowledge sources don't return results."
+author: adilei
+ms.date: 07/01/2025
+ms.topic: troubleshooting
+ms.author: adileibowitz
+ms.reviewer: erickinser
+ms.custom:
+  - guidance
+  - sfi-image-nochange
+---
+
+# Generative answers pointing to SharePoint sources don't return results
+
+Generative answers allow makers to create agents that respond to questions grounded in data sources, like public websites or SharePoint, by pointing the agent at those data sources. However, sometimes the agent doesn't provide a response and instead returns something like **'I'm not sure how to help with that. Can you try rephrasing?'** (The actual message depends on the implementation.)
+
+When a SharePoint data source is configured, there could be several different factors preventing the **Create generative answers** node from returning a response, such as those described in the following sections.
+
+> [!Note]
+> Before continuing, please make sure you have followed the instructions on how to [set up generative answers over SharePoint](nlu-boost-node.md).
+>
+> For better search results, we recommend a Microsoft 365 Copilot license within the same tenant as your agent.
+
+## Search results are missing
+
+When Copilot Studio searches SharePoint, only the top three search results are used to summarize and generate a response. If no search results are returned, the generative answers node doesn't provide a response.
+
+### How to fix
+
+1. Ensure that your Create generative answers node points to a SharePoint location with relevant content.
+
+1. Only documents in [supported formats](nlu-boost-node.md#supported-content) are used to generate responses.
+
+    > [!Note]
+    > Only modern SharePoint pages are supported.
+
+1. It's possible that documents were only recently uploaded to SharePoint, but have yet to be indexed. It's also possible that there are settings that prevent some sites from appearing in search results. For more information, see [Search results missing in SharePoint Online](/sharepoint/troubleshoot/search/search-results-missing).
+
+## Missing user permissions
+
+Generative answers over SharePoint rely on [delegated permissions](nlu-boost-node.md#authentication) when searching. At a minimum, a user must have read permissions on the relevant sites and files, or no search results will be returned.
+
+If the user is missing permissions, no results are returned, nor any errors or exceptions. For a user with no permissions, it appears as if no documents were found.
+
+### How to fix
+
+Amend permissions so users can access the relevant sites and files. For more information, see [Sharing and permissions in the SharePoint modern experience](/sharepoint/modern-experience-sharing-permissions).
+
+## The app registration or agent are misconfigured
+
+When admins configure generative answers over SharePoint, admins are expected to set up authentication with a Microsoft Entra ID, and configure [extra scopes](configuration-end-user-authentication.md#authenticate-manually). If scopes are missing from the app registration or from the agent authentication settings, or if consent wasn't granted to the required scopes, no results are returned, nor any errors or exceptions. For a user, it appears as if no documents were found.
+
+### How to fix
+
+Add the necessary scopes to the App Registration and/or the agent's authentication settings, and grant consent.
+
+The following example is a reference to a well configured app registration:
+
+:::image type="content" source="media/generative-answers/app-registration.png" alt-text="Screenshot of app registration permissions.":::
+
+The following example shows the required authentication settings in Copilot Studio:
+
+:::image type="content" source="media/generative-answers/copilot-auth.png" alt-text="Screenshot showing Copilot Studio authentication settings.":::
+
+## File size support
+
+For SharePoint sources, if you don't have a Microsoft 365 Copilot license in the same tenant as your agent, generative answers can only process files up to 7 MB in size. You must also turn off the [Enhanced search results](knowledge-copilot-studio.md#tenant-graph-grounding) feature.
+
+If you have a Microsoft 365 Copilot license in the same tenant as your agent, the maximum file size is 200 MB. You must also turn on the **Enhanced search results** feature.
+
+Larger files can be stored in SharePoint and **are returned** by a Microsoft Graph search, but aren't processed by generative answers. As an alternative, you can upload your own [files](knowledge-add-file-upload.md), which can be up to 512 MB in size.
+
+For a list of limits and supported SharePoint functionality, see [Copilot Studio web app SharePoint limits](requirements-quotas.md#copilot-studio-web-app-sharepoint-limits).
+
+### How to fix
+
+If files relevant for your conversational AI experience exceed the size limitation, you might want to explore alternative architectures, such as using [Microsoft 365 Semantic Indexing](/microsoftsearch/semantic-index-for-copilot) or [connect your data to Azure OpenAI for Generative answers](nlu-generative-answers-azure-openai.md).
+
+## Content blocked by content moderation
+
+When they generate responses, Copilot Studio agents moderate content that falls under the [harm categories](/azure/ai-services/content-safety/concepts/harm-categories). When content gets moderated, generative answers doesn't provide a response or an indication that content was moderated. However, moderation events are logged when the agent is configured to [send telemetry data to Azure Applications Insights](advanced-bot-framework-composer-capture-telemetry.md#connect-your-copilot-studio-agent-to-application-insights).
+
+After connecting your agent to Azure App Insights, you can use the following Kusto Query Language (KQL) query to find out if content was filtered:
+
+```kusto
+customEvents
+| extend cd = todynamic(customDimensions)
+| extend conversationId = tostring(cd.conversationId)
+| extend topic = tostring(cd.TopicName)
+| extend message = tostring(cd.Message)
+| extend result = tostring(cd.Result)
+| extend SerializedData = tostring(cd.SerializedData)
+| extend Summary = tostring(cd.Summary)
+| extend feedback = tostring(todynamic(replace_string(SerializedData,"$","")).value)
+| where name == "GenerativeAnswers" and result contains "Filtered"
+| where cloud_RoleInstance == "myCopilot"
+| project cloud_RoleInstance, name, timestamp, conversationId, topic, message, result, feedback, Summary
+| order by timestamp desc
+```
+
+In the following example, the KQL query highlights an attempt to use generative answers filtered by content moderation:
+
+:::image type="content" source="media/generative-answers/content-filtered.png" alt-text="Screenshot of Azure Application Insights.":::
+
+### How to fix
+
+- Try to adjust [content moderation](nlu-boost-conversations.md#content-moderation), but keep in mind that a lower level of content moderation might result in answers that are less accurate or relevant.
+
+- If you think your content shouldn't be moderated, [raise a case with customer support](/power-platform/admin/get-help-support).