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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / AI Agents are not work...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

AI Agents are not working on the target environment after copying the environment

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Posted on by Parth Bhai 10

Hello experts,

 

I copied my dev environment (where all the AI agents are working) and created a new environment.

 

As per the Microsoft docs, Copy an environment that includes omnichannel environment | Microsoft Learn,  I deleted all the AI agents from the target environment and reimported them from the source via an unmanaged solution.

 

The agents that were reimported aren’t working. However, if I create a new agent in the target environment, it works absolutely fine.

 

Could I get some pointers on what might be going wrong here?

 

Thanking you in advanced for your help!

Categories:
Dynamics 365 Contact Center
  • Suggested answer
    Daniyal Khaleel Profile Picture
    Daniyal Khaleel 865 Most Valuable Professional on at

    This is a fairly common issue when copying a Dynamics 365 Contact Center/Copilot Studio environment. Simply exporting and importing AI agents in a solution doesn't migrate all of the runtime dependencies. The fact that newly created agents work, while imported agents don't, indicates that the Contact Center infrastructure is healthy, but the imported agents are still referencing artifacts from the source environment or have missing dependencies
    Reconfigure the Agent in Contact Center

    If the agent is used within Contact Center:
    Open Customer Service Admin Center.
    Navigate to Productivity > AI agents (or the relevant Copilot configuration area).
    Confirm the imported agent is correctly linked.
    If necessary, remove and re-add the agent to the workstream.

    Check Workstreams and Routing Rules
    A copied environment can leave workstreams pointing to old agent references.
    Verify:
    Workstream configuration
    Routing rules
    Agent assignment
    Trigger conditions
    If a newly created agent works in the same workstream, compare its configuration with the imported one.
    Republish the Agent
    Sometimes imported Copilot Studio agents require republishing.
    Open the imported agent and:
    Save
    Publish
    Test directly in Copilot Studio before testing through Contact Center.

  • Parth Bhai Profile Picture
    Parth Bhai 10 on at

    Hello @Daniyal Khaleel, 

     

    Thank you for your response. 

     

    As per Microsoft's suggestion, I took the following steps:

    - Deleted all AI agents in the target environment. 

    - Exported all AI agents from the source environment and imported them into the target environment via an unmanaged solution, Connected the AI agents to the target environment. 

    - Published the AI agents.

     

    However, once I connect an AI agent to the workstream, it still doesn't work, Calls are routed directly to a human representative (I created a new workstream rather than reusing the existing one),

  • Parth Bhai Profile Picture
    Parth Bhai 10 on at

    can you please share the workstream pic where you add the AI Agent

  • Suggested answer
    CU11081641-1 Profile Picture
    CU11081641-1 12 on at


    Hi,

    Since calls are being routed directly to a human even after connecting the imported agent to a new workstream, the issue is likely one of these:

    1. Check the Bot User connection

    • Go to Customer Service Admin Center → AI Agents
    • Confirm the imported agent has a Bot User properly linked in the target environment
    • A copied/imported agent sometimes loses its Bot User mapping, you may need to disconnect and reconnect it

    2. Check the Workstream Bot configuration

    • Open the workstream → Bot section
    • Confirm the agent is listed and enabled
    • Check the escalation trigger, if "escalate to human" condition is too broad, it will skip the bot entirely

    3. Check Phone Number / Channel linkage

    • Confirm the workstream is correctly linked to the voice channel / phone number in the target environment
    • After a copy, channel mappings often need to be manually re-verified

    4. Test the agent in isolation

    • Test the imported agent directly in Copilot Studio using the Test Canvas
    • If it fails there too, the issue is with the agent itself
    • If it works there but not in Contact Center, the issue is the workstream configuration

    Key question:

    When a call comes in, does it hit the bot at all and then escalate, or does it skip the bot entirely and go straight to an agent?

    This will tell you whether it's a routing issue (workstream config) or an agent execution issue (bot not responding).

     

  • Suggested answer
    11manish Profile Picture
    11manish 1,437 Super User 2026 Season 2 on at

    The environment copy itself appears to be successful. The failure is isolated to the imported AI agents and is most likely caused by missing or environment-specific dependencies and Omnichannel bindings that were not fully recreated during the solution import. A newly created agent working in the same target environment confirms that the target Copilot Studio infrastructure is operational. The recommended remediation is to validate the imported agent's required solution components, connections, environment variables, knowledge sources, authentication, publishing state, and finally its Omnichannel workstream association.

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