We are using Adaptive Cards with ChoiceSet in a Copilot Studio chatbot integrated with Dynamics 365 Contact Center (Teams-hosted bot).

When a user selects an option and the chat is escalated to an agent, the agent conversation panel currently displays the response in a technical format showing the internal field name along with the selected value.

Problem

• The agent view shows system-generated field names and values instead of user-friendly responses
• This is not intuitive for agents and impacts readability of the conversation
• Agents expect to see only meaningful customer responses rather than backend identifiers

Observation

• This behavior was not present during initial implementation (October 2025)
• It started appearing from around November 2025 without any configuration changes
• This indicates a potential regression or unintended behavior change

Expected Behavior

• Only the user-friendly label selected by the customer should be shown to the agent
• Internal field names or technical identifiers should not be displayed in the conversation panel

Business Impact

• Reduces clarity for agents
• Increases effort to interpret customer responses
• Impacts overall agent efficiency and user experience

Recommendation

We request Microsoft to provide:

1. A way to display only user-friendly labels in the agent transcript
2. An option to hide internal field names from Adaptive Card submissions
3. Better control over how Adaptive Card responses are rendered in D365 Contact Center