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Troubleshooting: Control 2.19 - Customer AI Disclosure and Transparency

Last Updated: January 2026

Common Issues

Issue Cause Resolution
Disclosure not showing Greeting topic misconfigured Verify greeting topic has disclosure as first message
Escalation not working Trigger phrases not recognized Check escalation trigger configuration
Disclosure not logged Logging action missing Add logging step to conversation flow
Periodic reminder not appearing Threshold not tracked Implement message count/time tracking
Wrong disclosure level Zone classification incorrect Verify agent zone classification

Detailed Troubleshooting

Issue: Disclosure Not Appearing

Symptoms: Users can interact without seeing AI disclosure

Diagnostic Steps:

  1. Check greeting topic configuration: 

    Copilot Studio > Agent > Topics > Greeting
Verify disclosure is first message node

  2. Check topic trigger:

  3. Greeting should trigger on conversation start

  4. Verify no conditions blocking disclosure

  5. Test in different channels (web, Teams, etc.)

Resolution:

  • Add disclosure as first message in greeting topic
  • Remove any conditions that bypass disclosure
  • Ensure topic triggers on all channels

Issue: Human Escalation Not Triggering

Symptoms: Users ask for human but stay with AI

Diagnostic Steps:

  1. Test escalation trigger phrases:
  2. "human"
  3. "representative"
  4. "speak to someone"

  5. etc.

  6. Check escalation topic configuration: 

    Copilot Studio > Agent > Topics > Escalation topic

  7. Verify escalation action (transfer, ticket, callback)

Resolution:

  • Add missing trigger phrases
  • Verify escalation topic is published
  • Check transfer queue/action is valid
  • Test end-to-end escalation flow

Issue: Disclosure Not Being Logged

Symptoms: Compliance cannot find disclosure records

Diagnostic Steps:

  1. Check logging action in conversation flow:
  2. Should occur after disclosure is sent

  3. Should capture required fields

  4. Verify Dataverse/logging connection:

  5. Connection is valid

  6. Table exists with correct schema

  7. Check for errors in flow execution

Resolution:

  • Add logging action if missing
  • Fix connection credentials
  • Create logging table if missing
  • Correct field mapping errors

Issue: Periodic Reminder Not Appearing

Symptoms: Long conversations don't get reminder

Diagnostic Steps:

  1. Check reminder tracking:
  2. Message count variable

  3. Session time tracking

  4. Verify reminder topic trigger:

  5. Condition: count > threshold OR time > threshold

  6. Topic exists and is published

  7. Test with extended conversation

Resolution:

  • Implement message/time tracking
  • Create and publish reminder topic
  • Adjust threshold if too high
  • Test trigger conditions

How to Confirm Configuration is Active

Disclosure Delivery

  1. Start a new conversation
  2. Verify disclosure appears first
  3. Check disclosure content is complete

Human Escalation

  1. Say "human" or "representative"
  2. Verify escalation offers appear
  3. Test actual transfer if possible

Logging

  1. Complete a test conversation
  2. Query disclosure log
  3. Verify record exists with correct data

Escalation Path

If issues persist after troubleshooting:

  1. Copilot Studio Admin - Agent configuration
  2. Compliance - Disclosure content requirements
  3. Legal - Regulatory language questions
  4. Microsoft Support - Platform issues

Known Limitations

Limitation Impact Workaround
No native disclosure feature Must implement manually Use greeting topic
Escalation limited by channel Some channels don't support transfer Offer callback option
Session time tracking complex Hard to implement Use message count instead
Disclosure acknowledgment not native Cannot force user confirmation Log delivery; consider approval step

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