Since affected users can receive but not initiate connected chats, the issue is most likely due to configuration differences rather than licensing.
Common causes include missing security roles, incomplete Teams-Dataverse integration, user sync issues, or browser/session problems.
The best approach is to compare a working and non-working user, verify Teams integration settings in the Power Platform Admin Center, ensure proper security roles are assigned, and test with a clean browser session.
Reinitializing user sessions or licenses can also help resolve token or sync-related issues.
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