======================================================================

DOCUMENTATION IMPROVEMENT

======================================================================

The current Microsoft Learn documentation page: "Enable transcript for messaging channels" (https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/enable-transcripts-messaging-channels ) contains only a single note stating: "Automated messages aren't displayed in the customer chat transcript."

We request that the documentation be updated to EXPLICITLY state:

1. Bot messages that use Adaptive Cards (or other rich card types such as Hero Cards, Thumbnail Cards, etc.) are NOT rendered in the email transcript because email clients do not support these interactive content types.

2. A clear comparison table showing what IS and what IS NOT included in each transcript type

3. A note recommending that bot developers include a plain text fallback (the "text" field) alongside Adaptive Card attachments so that the email transcript can fall back to the text version. This documentation update would save significant time for customers, partners, and Microsoft support engineers by setting clear expectations upfront.

======================================================================

FEATURE ENHANCEMENT

======================================================================

Current behavior:

- When a conversation ends and an email transcript is sent to the customer, ONLY customer messages and human agent messages appear.

- Bot responses (especially those using Adaptive Cards) are completely dropped from the email.

- The customer receives an email that looks like a one-sided conversation — showing only what they typed, with no context of what the bot responded.

Expected behavior:

- The email transcript should contain the FULL conversation history, including ALL bot responses.

- For Adaptive Card content that cannot be rendered natively in email clients, the system should automatically extract and convert the card content into email-friendly HTML or plain text representation.

- At minimum, the text content, option labels, and selected values from Adaptive Cards should be preserved in the email transcript.

Business impact:

- Customers use email transcripts for record-keeping, compliance, audit trails, and reference purposes.

- A transcript that only shows the customer's side of the conversation is incomplete and potentially misleading.

- Organizations in regulated industries (e.g., government, finance, healthcare) may require COMPLETE conversation records for compliance.

- This gap forces customers to build custom workarounds (e.g., Power Automate flows to generate custom emails), adding unnecessary complexity and maintenance overhead.

Affected scenarios:

- Azure Bot Service bots using Adaptive Cards

- Copilot Studio (Power Virtual Agents) bots using Adaptive Cards

- Any bot framework sending rich card types through Omnichannel