Applies to Product - Microsoft Copilot Studio
What’s happening?
The customer is experiencing extra verbiage in SMS responses when using the Omnichannel feature. Specifically, when a question node is used with options, the bot responds with additional wording such as "For example you can choose ____".
Reason:
The extra verbiage is specific to the SMS channel. Unlike other channels, SMS does not support suggested actions in the form of buttons. Therefore, additional text is included to provide more information to the customer for selection from a list of suggested items. This behavior is currently expected for the SMS channel.
Resolution:
- It has been confirmed that the extra verbiage in the SMS channel is required due to the limitations of the SMS channel.
- At this time, there is no option to remove the additional verbiage.
- Documentation has been shared regarding the limitations of the SMS channel and the expected behavior.