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Agents who work with Microsoft 365 Copilot for Service to support customers interact with a large set of data sources. These data sources include responses from plug-ins that call external systems for data.
As agents use Copilot, their interactions might include copying summaries, using suggested replies, providing feedback, and generating chat transcripts. In addition, when agents receive a response from Copilot, they can give a feedback signal to indicate whether that response was good or bad. These interactions with Copilot are stored in the msdyn_copilotinteraction, msdyn_copilotinteractiondata, msdyn_copilottranscript, and msdyn_copilottranscriptdata tables in Dataverse.
This article provides information about the msdyn_copilotinteraction table. The msdyn_copilotinteraction table contains metadata about all Copilot interactions, including the request response for Copilot in Customer Service responses (thumbs up/down). This information can be useful for audits or request/response analysis of thumbs-down interactions. The metadata also includes responses from the Compose an Email feature during multiturn responses.
Causes of growth
Microsoft 365 Copilot for Service provides real-time assistance that helps agents automate time-consuming tasks, so that they can handle cases efficiently and resolve issues faster. Therefore, they can deliver value to customers.
When you turn on the Copilot features, agents can perform the following actions in the Customer Service workspace app:
As agents interact with Copilot in Customer Service and provide feedback signals, the size of the msdyn_copilotinteraction table grows.
The chat transcripts in the msdyn_interactiondata table can be downloaded for offline analysis. Learn more in Download Copilot transcripts and interaction data.
Table cleanup
Admins can turn off historical analytics for Copilot in the Customer Service admin center. They can then turn off the interactions for each feature for Copilot for questions and email and Copilot case and conversation summaries.
In addition, admins can set up custom bulk delete jobs to control how long transcripts are retained as data.
By using the bulk delete job capabilities of the platform, admins can extend the ConversationTranscript schema with more columns. This type of extension allows for better selection about which transcript records are deleted or retained.
Admins can also set the data retention policy to purge the msdyn_copilotinteraction table through Dataverse long term data retention.