Work with conversation transcripts
Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.
Some articles and screenshots may refer to Power Virtual Agents while we update documentation and training content.
You can view, export and download transcripts of customer interactions with your bot in both Power Apps and Microsoft Copilot Studio. The information that each app exports is slightly different. This article covers downloading conversation transcripts in Power Apps and using them to create reports in Power BI. Download bot session transcripts in Microsoft Copilot Studio.
By default, Power Apps downloads conversation transcripts from the last 30 days. You can change the retention period.
If you no longer have access to your environment, you'll need to create a support request in the Power Platform admin center.
View and export bot conversation transcripts from the Power Apps portal
You can also view and export bot conversation transcripts from the Power Apps portal.
First, you'll need to sign in to https://www.powerapps.com with your credentials.
View conversation transcripts
In the side pane select the Tables node. At the top, select All.
Type Conversation in the Search textbox on the top right. Select ConversationTranscript under Tables.
A page for the ConversationTranscript table will open and show a list of data available to view.
Export conversation transcripts
In the side pane, select the Tables node. At the top, select All.
Type Conversation in the Search textbox at the top right. Select ConversationTranscript under Tables.
Expand the Export menu item at the top of the screen and select Export data. It may take a few minutes for the data to be compiled for export.
Select Download exported data to download the content.
Download bot conversation transcripts
In the Power Apps navigation menu, select Dataverse, and then select Tables.
In the search box at the upper-right corner, type conversation.
Select the ConversationTranscript table.
Select Export, and then select Export data.
Allow a couple of minutes for Power Apps to prepare the data for export. Select Download exported data.
The file is saved as a zipped archive to your browser's default download location.
Work with conversation transcripts
The conversation transcript is a CSV (comma-separated values) file. The following table describes the most important fields in your conversation transcripts.
|Content||The entire transcript in JSON format||Refer to the Content field section.|
|ConversationStartTime||The time the conversation started (not the time the transcript record was written to the data store)||
|ConversationTranscript||The unique identifier of the row in the Dataverse table||
|Metadata||JSON that includes the bot ID, tenant ID, and bot name||
|Name||The name of the custom row that's created from
|Bot_ConversationTranscript||The bot ID||
|Created on||The date and time the transcript record was created||
The Content field is a raw log of all the activities that users had with the bot. Common activity types include message and event:
- Message activities represent the content that's shown in a conversation. Message activities may contain text, speech, interactive cards, and binary or unknown attachments.
- Event activities communicate programmatic information from a client or channel to the bot.
For more information on activity types, see Bot Framework Activity schema.
The following table describes some of the key fields in the Content JSON:
||The unique GUID of the activity object|
||The type of value that's stored in the activity; dictates what information the activity is providing (Common activity value types)|
||The timestamp of when the activity was generated, in Epoch format (the number of seconds since midnight UTC January 1, 1970)|
||The type of activity; for example,
||The ID of the activity that the current activity is responding to|
||The ID of where the activity is coming from; for example,
||The format of the text; for example,
||Dynamic rich data associated with the activity; for example,
||The text for
||Fields specific to the activity based on the value type; this field is where most of the useful information exists|
||The name of the event activity; for example,
Common activity value types
|Activity value type||Description|
||Whether the conversation is from the Microsoft Copilot Studio test pane (
||The user is presented with a customer satisfaction (CSAT) survey|
||The user responds to a CSAT survey|
||The user is redirected to another topic|
||The user has reached a question node in the topic, where one of the conditions points to the "Confirmed Success" CSAT system topic or calls the "End of Conversation" system topic|
||A topic was triggered by the user|
||The user was asked if the topic answered their question from the "End of Conversation" topic|
||The user's response to whether the topic answered their question from the "End of Conversation" topic|
||The type (
||A value has been assigned to a variable|
Build custom Power BI reports from conversation transcripts
A useful way to approach building custom reports from conversation transcripts is to look at the number of messages that need to be processed.
Connect Power BI to Dataverse with a Power BI dataflow. Other infrastructure isn't required and all records are retrieved from Dataverse with every refresh.
|Easiest implementation.||Refresh time may increase as transcripts increase. High cost for storage in Dataverse.|
Standard Azure Data Lake Storage approach
Export Dataverse data to Azure Data Lake Storage. This method requires an Azure Data Lake Storage account, but no other Azure infrastructure.
Use a Power Platform dataflow on the transcripts to prepare the data, and extract the data into a structured form.
Power BI refreshes data from the dataflow. Power Platform and Power BI manage all compute infrastructure. Records for a certain day are retrieved from Dataverse with every refresh.
|Low storage cost in Azure Data Lake Storage. Moderately simple implementation. No Azure Compute required.||Refresh time may increase as transcripts increase each day.|
Azure Data Lake Storage + Synapse approach
The data size in the Standard Azure Data Lake Storage approach can cause slow refreshes or other operational problems. In that case, you can use Azure Synapse Analytics and integrate it into Power BI.
|Refresh time is constant. Moderately simple implementation. Low storage cost in Azure Data Lake Storage.||Compute cost for Azure Synapse.|
Change the default retention period
A Power Apps bulk delete job automatically removes bot transcripts that are older than 30 days. To keep the transcripts longer, cancel the existing job and create a new one that runs on a different schedule.
Cancel the existing bulk delete job
In Power Apps, in the upper-right corner, select the Settings cog icon, and then select Advanced settings.
The Dynamics 365 portal opens in a new tab.
Select the caret next to Settings, and then under System, select Data Management.
Select Bulk Record Deletion.
In the View list, select Recurring Bulk Deletion System Jobs.
Select the Bulk Delete Conversation Transcript Records Older Than 1 Month job.
In the More Actions list, select Cancel.
Create a new bulk delete job
Select New, and then select Next to start the Bulk Deletion Wizard.
Set the following search criteria:
- In the Look for list, select ConversationTranscripts.
- Select ConversationStartTime, select Older Than X Months, and type 12.
This setting keeps the transcripts for 12 months. Choose a different comparison and value if you like.
- Select SchemaType, leave equals, and type powervirtualagents.
Enter a name for the job, select Run this job after every, and enter 1.
Choose a different schedule if you don't want the job to run every day.
Select Next, and then select Submit.
Tips for getting the most out of your conversation transcripts
Variables can be used to store data relevant to your bot content or bot user. Parsing the variable and its value from the conversation transcript lets you filter or slice the data by the variable.
In many places, the conversation transcripts refer to content by its ID. For example, the ID of the topic that's being redirected to by the current topic is only referred to by its ID. To get the name of the topic, look up its name in the bot content.