> ## Content Index > Fetch the complete content index at: https://www.agur.dev/llms.txt > Use this file to discover other available public pages before exploring further. # Copilot Studio bots seemingly get disconnected from Contact Center (mobile viewers: this post has a lot of screenshots) - URL: https://www.agur.dev/copilot-studio-bots-seemingly-get-disconnected-from-contact-center-mobile-viewers-this-post-has-a-lot-of-screenshots/ - Published: 2026-09-09T10:00:29.000Z - Updated: 2026-09-09T10:00:29.000Z - Author: Marius Agur Lind - Tags: Dynamics 365, ALM, Contact Center, CCaaS, Copilot Studio I promise that at some point I will write about something other than issues and bugs ![](https://www.agur.dev/content/images/2026/09/image-6.png) Today I'm gonna tackle an issue where a bot will get disconnected from Contact Center / Customer Service seemingly at random. If you're experiencing this and looking for a permanent solution, then you are in the wrong place. If you want an ad-hoc/on demand fix, then I have great news for you! ## The problem This is something that's happened to a client of mine 3 times in aproximately 1.5 years, so luckily (I mean, is it really luck?) it's not common. What happens is that one or more copilot studio bots seemingly get disconnected from the contact center. It only happens when we do an upgrade, never for update. The weirdest part is that it isn't actually disconnected, it still works as it should and the newest updates are in, but I can no longer add the agent to new work streams, and the existing work streams using it seemingly have no agent anymore ![](https://www.agur.dev/content/images/2026/09/image-9.png) If we open the AI agents tab inside CSAC (Copilot Service Admin Center), it's stuck in progress (or rather, "inprogress" without a space). ![](https://www.agur.dev/content/images/2026/09/image-7.png) From the channel settings in copilot studio it says it's managed in Dynamics 365 Contact Center ![](https://www.agur.dev/content/images/2026/09/image-12.png) However, if I open the contact center tile it says it is not connected ![](https://www.agur.dev/content/images/2026/09/image-8.png) When I check application insights I see that the copilot studio agent has been connected ![](https://www.agur.dev/content/images/2026/09/image-13.png) And the bot telemetry is collected (I mean, why wouldn't it be?) ![](https://www.agur.dev/content/images/2026/09/image-14.png) ## Ad-hoc solution Ok ok, so you did your due diligence, Marius. Eternal gratitude for your efforts and so on and so forth. How do we solve this thing? As I mentioned, I don't have a permanent fix, and I don't know why it happens in the first place (sounds like I need to post about my experience with Microsoft support). But I do know how to fix it after it's happened. ### Re-run the deployment Yeah, this is just as stupid as it sounds. We had this issue 3 times, and 2 of those times this worked. The connection to Contact Center was restored, the bot is connected in AI Agents, it's connected in Copilot Studio, but the AI Agent on the work stream still isn't visible. It still works, but if you want it to be visible you have to connect it again ![](https://www.agur.dev/content/images/2026/09/image-18.png) ### Detach and reattach agent Welcome to the dark side. The first thing you need to do, is to enabled unmanaged customizations for your your bot. I know, how can that possibly be a good recommendation for putting things into production, but do you want this solved or not? So get to your dev environment, open your bot solution, go to components and finally bots. Select the bot in question from the list, and choose Advanced -> Managed Properties, and turn "Allow customizations" to On ![](https://www.agur.dev/content/images/2026/09/image-15.png) ![](https://www.agur.dev/content/images/2026/09/image-16.png) Now deploy your agent again (this time an update is completely fine). Go to the AI Agents list again in CSAC, select your failing agent and choose disconnect ![](https://www.agur.dev/content/images/2026/09/image-19.png) After that is done you can add the agent back in, and it will (hopefully, in your case) work again. Just remember to add it to your work stream(s) and/or queue(s) again ![](https://www.agur.dev/content/images/2026/09/image-20.png)