Microsoft Teams: Copilot in call recap in the Queues app

What and why

We're introducing Copilot in call recap in the Queues app for recorded call queue calls. This feature helps users quickly catch up on customer conversations by generating summaries and answering questions about completed recorded calls, eliminating the need to manually review transcripts or listen to call recordings.

Users can access Copilot from the Recap tab of a recorded call in the unified call history within the Queues app. Copilot can summarize the call and answer questions about details discussed during the conversation.

This message is associated with Microsoft 365 Roadmap ID 568933.

Rollout schedule

• Targeted Release: Beginning in early September 2026 and expected to complete in early September 2026
• General Availability (Worldwide): Beginning in mid-September 2026 and expected to complete by late September 2026

Impact on your organization

Who is affected

• Users who access recorded call queue calls in the Microsoft Teams Queues app.
• Users must have a Microsoft 365 Copilot license to use Copilot chat experiences in call recap.
• Users must have a Teams Premium license to access the Queues app.

Platforms and services

• Microsoft Teams
• Queues app
• Microsoft Copilot

What will happen

• Copilot will be available within the Recap tab for eligible recorded call queue calls displayed in the Queues app.
• After a recorded call is completed, users with a Microsoft 365 Copilot license can open the call record, access the recap experience, and interact with Copilot about the contents of the call.
• Users must have a Teams Premium license to access the Queues app and a Microsoft 365 Copilot license to access the Copilot experience in call recap.
• Users can generate summaries and ask questions about call details using Copilot grounded in the call recap experience.

Action required and recommendations

No admin action is required before rollout.

You may want to:

• Inform users who work with call queues about this new capability and its licensing requirements.
• Review Microsoft 365 Copilot and Teams Premium license assignments for users expected to use this feature.
• Review internal adoption and training materials for Teams Queues users who have the required licenses.
• Update support documentation, if applicable, to reflect the new call recap experience.

Learn more

• Get started with Microsoft Copilot in Teams Phone | Microsoft Support
• Use the Queues app for Microsoft Teams | Microsoft Support

Compliance considerations

No compliance considerations identified. Review as usual for your organization.