Suggested by Andrew Attard Barthet – Under Review
Currently, to view the transcripts between the user, bot, and live agent, you can refer to the ConversationTranscript table in the Dataverse. This table stores the conversation between the bot and the user before it is escalated to a live agent. However, there isn't a table that stores the chat between the user and the live agent. To find these conversations, you must look them up individually one by one in Dynamics 365 under user management.
We would like a feature that allows us to see the chat between the live agent and the user in the Dataverse. Ideally, it would combine the conversations of the user, bot, and live agent in a single view.
Status Details
The transcripts fore the entire conversation are stored in the annotations table; please review Download Omnichannel for Customer Service transcripts in bulk | Microsoft Learn as a reference.
Jonathon Nelson
Product Manager