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Guidelines silently bypassed when product knowledge is unavailable
With saved and active guidelines in place — locale en-GB, minimum word count, mandatory signature, AI disclaimer, unsubscribe text, no bullet points, no unevidenced outcome claims — the agent produced a draft that breached all of them, using American spelling, describing a consultancy as "our platform", omitting the signature and disclaimer entirely, and implying results achieved for other customers. The agent explained this as fallback logic ignoring some constraints because the product knowledge context was missing. Expected: where required context is unavailable, generation fails or warns. Actual: generation proceeds against a default template, silently dropping configured constraints, including accuracy and compliance guardrails. Impact: a fallback path that discards compliance settings is more dangerous than one that fails, because the output looks complete and passes casual review. Guardrails that only apply when context happens to load are not guardrails. Suggestion: treat locale, disclaimer, unsubscribe text and accuracy constraints as non-bypassable, independent of knowledge availability. Where context is missing, block generation rather than substituting a default.Sales agent guideline and product knowledge changes reported as saved but not persisted
Configuring a sales agent in Frontier, several settings were confirmed by the agent as saved and active, but were absent on subsequent readback. Observed over a single configuration session: Product knowledge was confirmed as added in detail on two occasions. A later full readback showed no stored product knowledge sources at all. The email signature was reported as updated four times. Each attempt returned a different malformed value: a stray literal "Text" prefix outside the paragraph tag, raw line breaks instead of <br>, and on one attempt a dropped ampersand. The Redirect stage was reported as existing, then as not existing, then appeared again in the playbook stage list with no guidelines attached. Expected: settings confirmed as saved persist, and readback reflects stored state accurately. Actual: the agent's own report of its configuration state could not be relied upon, so every change required manual verification. Where product knowledge was silently absent, generated output fell back to generic content. Impact: there is no trustworthy way to confirm which configuration is in force at send time. For any customer-facing agent this is a blocker to go-live, since output cannot be assured against approved messaging. Suggestion: expose a single authoritative configuration readback showing stored values verbatim, and surface provisioning state clearly where content is still being ingested. Or, enable manual editing of agent setup config rather than requiring agent to update it.Unable to add record types to Sales Chat
When attempting to add record types to Sales Chat, we are receiving an error message about being unable to display records. Refreshing from this window does nothing, and refreshing data from the Sales Chat settings page does nothing. This is happening within Version 59.26213.002, did not happen previously within our environment (we were able to add record types as soon as a few weeks ago), and we have validated that we have met all of the prereqs (https://learn.microsoft.com/en-us/microsoft-sales-copilot/set-up-sales-chat#prerequisites).Copilot for Sales not prompting to add opportunity from email in outlook
Hi, We have Microsoft Copilot for Sales connected to Salesforce CRM. When an email is received from a sender who does not exist in Salesforce, Copilot correctly prompts us to create a new contact. After the contact is created and associated with an account, I can manually create or edit opportunity records without issue. I have verified the Salesforce configuration, permissions, and access assigned to the CopilotForSalesIntegrationProfile used by the Sales Agent. I have also confirmed that all required opportunity fields are configured in the Copilot for Sales forms. The issue is that Copilot is not prompting users to create an opportunity based on incoming emails. My understanding is that Copilot for Sales should be able to identify opportunity-related intent in an email and prompt for opportunity creation, with relevant information from the email prepopulated into the opportunity record. Has anyone experienced this behavior and found a resolution? Any guidance or recommendations would be appreciated. Thank you.
Sales Agent for Copilot Chat - DLP Policy
Setting the Sales Agent up for Salesforce in Copilot Chat. This sets up an environment called "msdyn_viva". Does anyone know what the minimum DLP connectors are required to make this work, other than Salesforce? Not finding any documentation on this. https://learn.microsoft.com/en-us/microsoft-sales-copilot/landingSales Agent for Copilot Chat - PPLAT DLP Policy
We are working on setting up the Sales Agent for Copilot Chat. The goal is to have it interact with Salesforce. We are aware that the Salesforce connector is required in the DLP policy for the environment "msdyn_viva". Does anyone know what other Microsoft connectors should or are recommended be approved in the Business category of the DLP policy? Not finding any documentation on this. https://learn.microsoft.com/en-us/microsoft-sales-copilot/landing
Endless spinner in Copilot Sales Outlook App after login to Salesforce
We are experiencing an issue with the Copilot Sales App in Outlook. Users are launching the app and authenticate to Salesforce successfully. Then, a message saying "Sales is loading..." is shown with a spinner and nothing happens, no matter how long you wait. This only happens to some users and not to all users. Sometimes it happens to users who were previously able to load the app fine.
Copilot For Sales - Dynamics Environment Switching
Hello, We have 2 dynamics environments we've been using for the Copilot for Sales Roll-out (UAT and Production). We've currently deployed into Production and onboarded our Sales Team users. As an admin, I would like to switch my environment back to UAT to complete some customisation testing in our UAT environment, before I roll it out in Production. If I switch the environment from my account (as an Admin) from Prod to UAT. Is there any knock-on effect for other users? Will it affect the configuration I've already set-up? We currently have 2 full admins for Copilot for Sales, the other admin would stay in Production. Any guidance is appreciated. Kind regards, Adam
