Zain Zulfiqar Senior Consultant

In all channels except custom channels, both open and closed conversations remain visible in the inbox. However, for custom channels, these chats do not appear in the inbox, making it difficult to track ongoing or previously closed conversations—especially when the browser is refreshed. It would be beneficial to have custom channel conversations accessible in the inbox for better tracking and continuity.

We are actively using Microsoft Customer Voice to collect post-interaction feedback from our customers. While the responses are correctly displayed within the Customer Voice portal, the "Export to Excel" functionality is not providing usable data.

Currently, when we export responses, the output displays field labels instead of actual values. For example, instead of seeing a customer’s first name or email address, the exported file shows placeholders like “FirstName” or “EmailAddress”. This makes the exported data ineffective for reporting, analysis, or business decision-making.

We contacted Microsoft Support, and they suggested exploring Copilot-based reports. However, upon creating a support ticket, we were informed that the Copilot reporting functionality is still in preview and not fully developed or supported.

We request Microsoft to enhance the Customer Voice export feature by ensuring that actual response values are exported rather than labels or tokens. This improvement would greatly increase the practical value of exported feedback, enabling organizations like ours to analyze customer insights effectively and take data-driven actions.