Transcripts (or message transcripts) report every conversation exchanged between bot and users.
Each conversation is identified by a conversation id.
By accessing the details of each conversation you will be able to monitor the performance and the user experience of the bot, identify successful conversations and detect those that may report critical issues.
Also you can identify conversations that have generated a handover request, or missed messages (request that the bot was not able to handle), as well as, the source channel from which the conversation started, etc.
Conversational data within transcripts are also useful to retrieve and analyse, in case of disputes and complaints, raised by the users.