Posted inMicrosoft Teams

MC1552391: Microsoft Teams Mobile Gets Copilot in the Queues App for Call Insights

3 minutesPosted inMicrosoft Teams
MWPRO IMPACT SCORE
OPERATIONAL IMPACT
46
0 25 50 75 100
MODERATE IMPACT • ASSESS BUSINESS IMPACT
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Primary Audience

Teams AdminsMicrosoft 365 AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
This introduces Copilot in the Teams Queues app on Mobile, extending capabilities already available on desktop. Admin impact is moderate, mainly checking licensing and queue recording settings. User experience impact is noticeable as call handlers gain a new mobile Copilot workflow. No immediate action is required but rollout is soon, so awareness and readiness checks are advisable.
40
🛡️ Admin Impact
MEDIUM
55
👥 User Impact
HIGH
50
⚡ Urgency
HIGH
35
🔧 Effort
MEDIUM
ℹ️ WHAT YOU NEED TO KNOW
📌

AT A GLANCE

Copilot is being added to the Teams Queues app on Mobile. It helps users get insights from call recordings without replaying the whole call.
👥

END USERS

Users with the right licences can ask Copilot questions about past recorded queue calls on Mobile.
🛡️

IT ADMINS

Check recording settings and confirm Teams Premium and Copilot licence assignments before rollout.
📅

ROLLOUT TIMELINE

Upcoming:
Late November–December 2026

📢 Official Microsoft Message Center Announcement

Microsoft Teams: Copilot in the Queues app on Mobile
Message ID: MC1552391

[What and Why:]

After a customer call, calling reps or supervisor leads often need to know what was discussed. They might be following up on a missed call, picking up a conversation a colleague handled, or checking how a call went. Getting those details usually means going through the call itself, which takes time, especially on Mobile.

We’re introducing Copilot in the Queues app on Microsoft Teams Mobile. From shared call history, calling reps and supervisor leads can ask Copilot questions about a past call and quickly surface relevant information and insights from the conversation. This helps them get up to speed and take the next step without having to review the entire call.

[Rollout Schedule:]

General Availability (Worldwide): We will begin rolling out on early December 2026 and expect to complete by mid December 2026.

Targeted Release (Worldwide): We will begin rolling out on late November 2026 and expect to complete by early December 2026.

[Impact on Your Organization:]

Once available, eligible users will be able to use Copilot on calls in shared call history in the Queues app on Mobile.

Users will be able to:

  • Open Copilot from a recorded call in shared call history.
  • Ask questions about the call and get relevant information and insights from the conversation.
  • Understand a customer conversation and decide on a follow-up without reviewing the full call.

Copilot is available for recorded call queue calls, as it is on desktop.

 Users need a Teams Premium license to use the Queues app and a Microsoft 365 Copilot license to use Copilot.

This feature does not change how call recordings are created, stored, or accessed. Copilot in the Queues app is already available on desktop, and Mobile brings the same capability to the phone.

[Action Required/Recommendations:]

No admin action is required before rollout.

We recommend that you:

  • Confirm that automatic recording is turned on for the call queues where you want users to use Copilot.
  • Review Microsoft 365 Copilot and Teams Premium license assignments for the users who will use the feature.

[Compliance considerations:]

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

Source: Microsoft Message Center • Analysed by MWPro

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