Microsoft Teams: Intelligent call recap in Queues app

[What and why]

We're introducing Intelligent call recap in Queues app for recorded call queue calls. This feature helps users spend less time catching up on call recordings by providing AI-generated summary notes, key discussion points, and follow-up actions. Users can access Intelligent call recap from the Recap tab of a recorded call in the Queues app.

This message is associated with Microsoft 365 Roadmap ID 569017.

[Rollout schedule]

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

Platforms

• Microsoft Teams
• Queues app

What will happen

After a recorded call is completed, users can open the call record and select the Recap tab to view the Intelligent call recap.

Intelligent call recap provides:

• AI-generated summary notes
• Key discussion points
• Follow-up actions

This capability helps users quickly review call content and resolve customer issues faster without manually reviewing call recordings.

[Action required and recommendations]

No admin action is required before rollout.

We recommend that you:

• Inform users who work with call queues about this new capability.
• Review available documentation and settings for Intelligent call recap.
• Update internal training and support materials to reflect the new recap experience in Queues app.

Learn more

• Intelligent recap for Teams calls, meetings, and events | Microsoft Teams | Microsoft Learn

[Compliance considerations]

No specific compliance considerations have been identified. Review this change as you normally would for your organization.