Power Automate “Send a message” Responses Not Logged in Voice Transcripts (Copilot Studio + D365)

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Posted on by DanNewton

Hi All,

I’m running a Copilot Studio bot connected to Dynamics 365, with Power Automate flows integrated into the conversation. For example, the user says something, which is mapped to a variable and passed to an external API via Power Automate. The API’s response is then returned to the user using a 'Send a message' node in the bot.

This works perfectly in chat, both the user’s messages and the bot’s responses, whether 'hard coded' in the topic or generated via Power Automate, appear in the D365 transcript as expected. However, in voice interactions, only the user’s speech input is recorded. While the user still hears the response, only 'hard-coded' “Send a message” content appears in the transcript. Any dynamic responses returned from an external API via Power Automate, even when surfaced through a “Send a message” node are not logged even though the user hears them.

This creates a significant visibility gap when handing off to a human agent, as they can only see what the user said, with no trace of what the bot replied.

To summarise:

Using Copilot Studio with D365, integrating Power Automate to call external APIs.
The API response is passed back to the bot and surfaced to the user via a "Send a message" node.
In chat, both hard-coded and dynamic responses appear correctly in the transcript.
In voice, only hard-coded messages are logged while dynamic responses from APIs are not.
The user still hears the dynamic response, but it’s absent from the transcript.

Is this a limitation or is there something we need to configure differently for voice transcript capture?

Thanks

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Pablo Roldan 316 on at

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It needs to be configured in the workstream see if you set it up correctly based on official MSFT View call transcripts

regards,

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DanNewton 40 on at

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Thanks @Pablo Roldan

Thanks for the suggestion, I should have clarified that recording and transcription are already enabled.

The issue isn’t with the transcription settings themselves, but with which bot responses are actually captured in the transcript. We’re seeing that only messages set within the topic (like static greetings) and user inputs are recorded. Any responses that are dynamically generated via Power Automate, even when surfaced through a standard “Send a message” node, are missing from the voice transcript.

So instead of a full exchange, we get something like:

Bot Greeting
User Response
User Response
User Response

Whereas the actual conversation heard by the user is more like:

Bot Greeting
User Response
Bot Response [via Power Automate]
User Response
Bot Response [via Power Automate]

What’s odd is that this works perfectly in chat. We have the same topic configured with external calls, and when reviewing those conversations in Dynamics 365, the full transcript (including dynamic responses) is visible. The issue appears to be unique to voice, and it causes problems during agent handoff, as they can’t see how the bot responded throughout most of the conversation where responses are generated via an external API.

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