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.
[IMPORTANT]
Makers with the Environment maker role don't automatically have access to transcripts. You can't download transcripts if your admin has turned transcript access control on](admin-transcript-controls.md).
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 29 days directly from Copilot Studio.
Note
Agent responses that use SharePoint as a knowledge source aren't included in conversation transcripts.
Conversation transcripts aren't written for:
- Microsoft Dataverse for Teams environments
- Dataverse developer environments
- Microsoft 365 Copilot agents
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
Open the desired agent.
On the top menu bar, select Analytics.
Select the date range you want to download.
In the Outcomes and engagement card, select See details, then Download sessions.
Note
For classic chatbot analytics, select the Sessions tab.
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 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 one 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.