Download conversation transcripts in Copilot Studio

You can view, export, and download transcripts of customer interactions with your agent in both Power Apps and Copilot Studio. The information that each app exports is slightly different.

This article covers downloading conversation transcripts in Copilot Studio. To download transcripts in Power Apps, see Download conversation transcripts in Power Apps.

By default, you can download up to seven days of agent conversation transcripts from the past 30 days directly from Copilot Studio.

Prerequisites

• To view transcripts, you need the transcript viewer security role. Only admins can grant this role by assigning the Transcript viewer security role during agent sharing.

Download agent session transcripts

1. Open the desired agent.

2. On the top menu bar, select Analytics.

3. Select the Sessions tab.

   Tip

   Not seeing the Sessions tab? The new upgraded analytics experience replaces the existing set of tabs with a more actionable view of your agent's performance, user feedback, and knowledge source use.

   To switch between the traditional and upgraded analytics experiences, use the New Analytics switch at the top of the page.

4. Select a row to download the session transcripts for the specified time frame.

   

   Note

   Sessions are split into rows representing 1-day increments with up to 50 thousand sessions each.

   For classic chatbots, if the specified date range includes a date that falls within the last 24 hours, the sessions are represented by a single row with up to 2,500 sessions. Otherwise, sessions are split into rows that represent 1-day increments with up to 2,500 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 per session.

• StartDateTime: Time at which the session started. Entries are sorted by this column in descending order.

• InitialUserMessage: First message typed by the user.

• TopicName: Name of the last authored topic that was triggered in this session.

• ChatTranscript: Transcript of the session in the following format: "User says: <UserInput>; Bot 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.;
  

• SessionOutcome: Outcome of the session (Resolved, Escalated, Abandoned, Unengaged).

• TopicId: A unique identifier of the last authored topic triggered in this session.