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System topics are common topics used in conversations with an agent.
System topics are configured to trigger at appropriate times in response to related events. However, you can manually trigger system topics by redirecting a conversation to them. Some system events have trigger phrases that you can customize to fit your needs.
System topics
Unlike topics that you create, system topics are built into Copilot Studio and added to an agent automatically when you create it. System topics help your agent respond to common events like escalation and have essential behavior like ending a conversation. You can't delete system topics. You can disable system topics you don't need, however.
We recommend not customizing system topics until you're comfortable creating an end-to-end agent conversation.
System topic conditions and behaviors
This list describes the available system topics and reveals what triggers them.
Conversation Start
Greets users and introduces the agent and its capabilities.
Triggers when an agent first engages with a user in conversation.
Note
For agents published to the Microsoft Teams channel, the Conversation Start topic runs only once: the first time a user adds the agent to Teams, even if they remove it and add it back. The reason for this behavior is that Teams uses the same conversation ID for every session with the agent.
Conversational boosting
Creates generative answers from external data sources.
Triggers when the agent can't find a match for the user query.
End of Conversation
Confirms with customers that their query is answered.
Triggers from a redirection. Call this topic from a custom topic when you're ready to end a conversation.
Escalate
Informs customers if they need to speak with a human.
Triggers when "talk to agent" is matched or the Escalate system event is called.
For example, Question nodes can be configured to escalate if they don't receive a valid answer from the customer.
Note
For a Copilot Studio agent configured to hand off to OmniChannel, follow the instructions in Hand off to a live agent to ensure proper handoff to Dynamics 365 Customer Service.
Fallback
Informs users their query couldn't be matched to a topic and asks them to try again.
Triggers when the agent can't match the user's question or message to a topic.
Multiple Topics Matched
Prompts users to choose their intended topic and sets a system variable to identify the topic triggered.
Triggers when a user's message closely matches multiple topics.
On Error
Informs customers that a user error occurred. (This system topic doesn't handle system errors.)
The message includes an error code, the conversation ID, and the error timestamp, which can be used later for debugging. If the conversation is taking place in the test panel, a detailed error message appears to help you diagnose the issue.
Triggers when an error occurs during a conversation.
Reset Conversation
Resets the conversation by clearing variable values and forcing the agent to use its latest published version.
Triggers with a redirection.
Sign in
Prompts customers to sign in when user authentication is enabled. Learn how to add user authentication to topics.
Triggers at the beginning of the conversation when users are required to sign in, or when the conversation reaches a node that uses authentication variables.