In Dynamics 365 Contact Center, automated or system-generated messages sent through messaging channels are currently excluded from the customer-facing conversation transcript by design. Only messages exchanged directly between agents and customers are included.

While this behavior is intentional, it creates a gap between the real customer experience and the recorded conversation history in scenarios where automation is part of the interaction.

Business Need

For enterprise customers, this limitation can become a blocking requirement.

In real production implementations:

• Automated messages are triggered at specific points of the conversation lifecycle (e.g. welcome messages, handover notifications, closing messages, system responses).
• These messages are delivered to the customer as part of the interaction.
• However, they are not visible in the conversation transcript used by agents, supervisors, or for audits.

From a business and compliance perspective, anything that is communicated to the customer should be traceable and reviewable.

Proposed Enhancement

Introduce a configurable option at the Workstream level, such as:

• A checkbox or setting:
• “Include automated/system-generated messages in conversation transcript”
• Applicable to all messaging channels
• Messages included would be clearly labeled as Automated / System-generated
• Default behavior could remain unchanged to preserve backward compatibility

This would allow organizations to decide, per workstream, whether automated messages should be part of the official conversation record.

Conclusion

Providing an optional, workstream-level configuration to include automated messages in conversation transcripts would significantly enhance transparency, governance, and enterprise readiness of Dynamics 365 Contact Center, without affecting existing implementations by default.