MC1482800: Microsoft Teams Phone Agent Reaches General Availability with Usage-Based Billing via Copilot Credits

📢 Official Microsoft Message Center Announcement

Updated October 23, 2026: We have updated the content. Thank you for your patience. 

[What and why]

Microsoft Teams Phone Agent is planned to begin rolling out to general availability (GA) on Sept 30, 2026. 

[Rollout schedule] 

• General Availability (Worldwide): Beginning in late September 2026

[Impact on your organization]

Who is affected

• Participants interested in using Teams Phone Agent

Platforms and services

• Microsoft Teams

What will happen

Teams Phone Agent is an AI-powered calling solution that answers incoming calls, assists with supported customer questions and appointment-booking scenarios, and routes callers to an appropriate human contact along with AI-generated conversation notes when additional assistance is needed.

The GA solution will be delivered through usage-based billing with Copilot Credits. Usage-based charges begin after an administrator completes the required spending configuration and sets up an agent for use.

Teams Phone Agent usage-based charges do not begin until proactive steps are taken to configure spending in M365 admin center. If no action is taken, the Teams Phone line associated with your Teams Phone Agent instance reverts to the auto attendant settings you configured when setting up the experience in Teams admin center. 

Extensibility of Microsoft Copilot Studio custom voice agents for Teams Phone Agent and Teams Phone remains available in Frontier public. The Teams Phone Agent dashboard in Queues app for Teams Phone, which includes real-time metrics such as the count of incoming callers that Teams Phone Agent is servicing, is currently rolling out to public preview (Ring 3.6). 

[Action required and recommendations]

If you plan to continue using Teams Phone Agent at GA, your admin needs to take proactive steps in the Microsoft 365 admin center: 

Create a Security Group:

1. Follow these steps to set up a security group: Create, edit, or delete a security group in the Microsoft 365 admin center
2. Add your Teams Phone Agent resource accounts to the security group:
   1. To apply the same spending limits to all resource accounts, add them to the same security group.
   2. To apply different spending limits, create a separate security group and spending policy for each resource account. 

Create a Spending Policy:

1. Follow these steps to set up a spending policy: Managing AI experiences enabled by usage-based billing
   1. Under agents and services, select Teams Phone Agent and clear all other selections.
   2. When selecting users and groups, choose the security group you created for your Teams Phone Agent resource accounts.

Learn more

• Create, edit, or delete a security group in the Microsoft 365 admin center
• Managing AI experiences enabled by usage-based billing

[Compliance considerations]

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

Source: Microsoft Message Center • Analysed by MWPro