MRC · Rolling out

Microsoft Teams: Use Copilot Chat after a call in Queues app

After a recorded call is completed, use Copilot in the Queues app to quickly catch up on key details, uncover insights, and resolve customer issues faster without having to manually search through a transcript or listen back to a recording. Navigate to the unified call history in

Microsoft TeamsMicrosoft Copilot (Microsoft 365) 03 Horizon

DIGITAL SKILL WORKS LTD / 12 PANES

What it is

Microsoft Teams: Use Copilot Chat after a call in Queues app is a Microsoft 365 roadmap item published via Microsoft Release Communications. Current status: Rolling out.

What it does

After a recorded call is completed, use Copilot in the Queues app to quickly catch up on key details, uncover insights, and resolve customer issues faster without having to manually search through a transcript or listen back to a recording. Navigate to the unified call history in the Queues app, select the recorded call record, and launch the Copilot Chat sidecar from within the Recap tab. You can then ask Copilot to generate a summary or answer questions about specific details related to the call.

Why you should care

  • Board: Track as Horizon signal; decide whether it changes Wave 0 priority or stays on the watchlist.
  • CISO: Confirm identity, data access, and overshare exposure before enabling for broad cohorts.
  • CFO: Map licence or consumption impact to the frozen value case; avoid seat spray.
  • Adoption: Pilot with a named cohort and measure changed work, not vanity clicks.

Suggested action

Wave 0 first: Security → GRC → Cost & Value → Licence → Adoption. Add to Horizon watchlist with an owner. Pilot only after Steady controls for the affected surface are in place.

12 Panes: 03 Horizon

Communication needed

  • Security: Assess exposure, Conditional Access, and agent/tool permissions.
  • GRC: Update AI/agent register and evidence path; confirm DPIA triggers if personal data is in scope.
  • FinOps: Forecast seat or credit impact; align to frozen value case.
  • Adoption: Plan cohort messaging, clinics, and success measures.
  • Comms: One story for board and staff — what changes, what does not, who owns risk.

Benefits

  • May improve productivity on a specific Microsoft 365 surface when permissions and data quality allow.
  • Roadmap visibility helps Horizon planning without guessing dates.

Risks

  • Status and dates change; treat MRC as directional, not a contract.
  • Enabling without Steady controls can amplify overshare or cost leakage.
  • Preview or rolling features can change behaviour; fence exploration on Pane 12 Frontier.

Source

  • MRC id: 568933
  • Status: Rolling out
  • Products: Microsoft Teams, Microsoft Copilot (Microsoft 365)
  • GA / disclosure: September CY2026
  • Preview: —
  • Platforms: Desktop, Mac
  • Cloud instances: Worldwide (Standard Multi-Tenant)
  • moreInfoUrls: —
  • Open on Microsoft 365 Roadmap

Microsoft Release Communications / Microsoft 365 Roadmap (AI at Work). Content is subject to Microsoft API Terms of Use. Dates and status change; verify in the official roadmap before acting.

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