Microsoft 365 Alert – Service Degradation – Microsoft Copilot (Microsoft 365) – Users can’t access or use the Frontline Agent (Preview) in Microsoft Copilot (Microsoft 365) or Microsoft Teams – RESOLVED

Announcements Arpan Das

13/02/2026 09:28:00 AM

NHSmail Reference: INC46749375

Microsoft Reference: CP1231301

Issue Status: RESOLVED

Issue Description: Users couldn’t access or use the Frontline Agent (Preview) in Copilot or Microsoft Teams.

More info:This was a continuation of CP1231196, where we had to disable the Frontline Agent (Preview) as part of the remediation efforts for those who automatically received it when they didn’t opt in. The Frontline Agent (Preview) wasn’t shown in Copilot. In Microsoft Teams, the Frontline Agent (Preview) was shown for some users: however, they may have not received any responses when prompting the agent.

Final Update: 13/02/2026 09:28:00 AM – Microsoft has released a new version of the Frontline Agent (Preview) and removed the block. They have confirmed in their testing environment that the Frontline Agent (Preview) is accessible, but they expect that it could take a few hours for the app to reliably appear in the app store for some users. If an existing user of the Frontline Agent (Preview) is not able to find the agent in the app store, they can use this direct link to access the agent: https://teams.microsoft.com/l/app/?source=biz-chat&titleId=P_720226f2-da2b-b5c6-c0b9-4ff3405ad25e

Scope of impact: Your organization was affected by this event, and any user attempting to access or use the Frontline Agent (Preview) in Copilot or Microsoft Teams was impacted.

Root cause: Microsoft had to disable the Frontline Agent (Preview) as part of the remediation efforts for those who automatically received it when they didn’t opt in, as previously communicated through CP1231196.

Next Steps: Microsoft are reviewing their service update testing and validation procedures to identify and prevent similar issues with agents being auto-installed in deployments moving forward.