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Access to this page requires authorization. You can try changing directories.
Note
This article applies to multiple harnesses. The harness you use affects the billing, features, and capabilities of what you build.
You can view, export, and download sessions of customer interactions with your agent in both Power Apps and Copilot Studio.
Important
Conversation transcripts aren't written for:
- Microsoft Dataverse for Teams environments
- Microsoft 365 Copilot agents
When you download session information from Copilot Studio, you get a subset of the information from the past 28 days, in the form of a comma-separated value (CSV) file. The CSV file includes the actual conversation and some metrics and information about the session (see Work with session transcripts for a list of metrics included in the CSV file).
To see all activities or change the default Dataverse retention period, you can download transcripts through Power Apps.
In the ChatTranscript field, there's a limit of 512 characters for each bot response. Any bot responses longer than 512 characters show only the first 512 characters in the CSV file. The 512-character limit is on a per response basis, not a per session basis, and you can have multiple bot responses in a given session.
Note
Transcript data is retained in Copilot Studio storage for up to 28 days to support proper agent functionality and is automatically deleted after this period.
If an admin has turned off the ability for makers to view or download transcripts, and you need to export or obtain a copy of this data, create a new support ticket.
Prerequisites
To view transcripts, ensure the following prerequisites are met:
Your agent's data includes sessions for at least one conversation. Your data can't only be trigger-based runs.
You have the Bot Transcript Viewer security role. Only admins can grant this role by assigning the Bot Transcript Viewer security role during agent sharing.
All settings to configure the recording and downloading of transcripts are enabled. By default, settings to configure the recording and downloading of transcripts are enabled in new environments.
Download agent session transcripts
Note
Agent responses that use SharePoint as a knowledge source aren't included in conversation transcripts.
When SharePoint is used as a knowledge source, conversation transcripts include the question and the content of the source documents used to generate the response (the search_results field). However, the answer isn't included, and is marked as REDACTED.
On your agent's Monitor page, select the date range you want to download.
Above the Overview card, select Download Sessions.
On the Download Sessions pane, select a row to download the session transcripts for the specified time frame.
Note
Sessions are split into rows representing one-day increments with up to 50,000 sessions each.
The download starts immediately. The file is saved to your browser's default download location.
Work with session transcripts
A session transcript file is a comma-separated values (CSV) file that contains the following information:
SessionID: A unique identifier for each session.StartDateTime: Time when the session started. Entries are sorted by this column in descending order.SessionOutcome: Outcome of the session (Resolved,Escalated,Abandoned,Unengaged).OutcomeReason: Additional information about the reason for the session outcome.IsResolvedImplied: If true, the session is resolved because it completed without user confirmation but instead based on the agent's logic. If false, the session is resolved because theEnd of Conversationtopic is triggered and the user confirms the interaction was a success. This field is empty if the outcome is anything other thanresolved.Turns: The total number of turns in the session. A turn, in the context of session transcripts from Copilot Studio, consists of either a user message or the agent's single response.ChatTranscript: Transcript of the session in the following format: "User says: <UserInput>; Agent says: <CopilotResponse>;".- Conversation turns are separated by semicolons.
- <CopilotResponse> doesn't include the options presented to the user.
Example:
User says: store hours; Bot says: Which store are you asking about?; User says: Bellevue; Bot says: Bellevue store is open from 10am to 7pm every day.;InitialUserMessage: First message typed by the user.TopicName: Name of the last authored topic that the session triggered.TopicId: A unique identifier of the last authored topic that the session triggered.ChannelId: The channel where this session executed (for example,directline,msteams,facebook,conversationconductor).CSAT: The session-level customer satisfaction (CSAT) value.Comments: List of all user comments for thumbs up and thumbs down feedback.