Incoming calls don't wait for a break in your day. Whether you're leading a meeting or juggling back-to-back commitments, every new call forces the same dilemma: answer and lose your momentum, or ignore it and risk missing something important. Microsoft is introducing a new Teams feature that acts like a personal assistant for your phone: Copilot call delegation.
What is Copilot call delegation?
Microsoft 365 Copilot can now answer your incoming Teams calls and schedule follow-up appointments on your behalf. You turn it on in your Teams call settings, and from then on Copilot handles the groundwork. Here's how it works:
- Copilot answers on your behalf and starts a conversation with the caller. It filters out spam and captures why the person is calling, so you understand the context without picking up yourself.
- When a call is time-sensitive, Copilot identifies the urgency and attempts a live transfer, so you don't miss important conversations.
- When a call isn't urgent, Copilot offers the caller the option to leave a voicemail or book a follow-up appointment on your calendar — through an integration with Microsoft Bookings.
- After every screened call, Copilot automatically generates a summary with the key topics, caller context and suggested next steps. No more wading through full transcripts; you see what matters at a glance.
The result: fewer interruptions, fewer missed opportunities and an easier way to connect with the callers who matter most.
Three ways it calms your day
Resolve what's urgent. A supply chain manager in a live meeting gets a call from a supplier about a delayed shipment. Copilot screens the call, identifies it as urgent and attempts a live transfer. A glance at the context in the notification is enough to step out and resolve the issue.
Let AI handle the noise. A sales director working on a deadline gets three non-urgent calls in an hour. Copilot handles each one: it blocks a spam call, lets a colleague leave a voicemail, and a prospect books a callback appointment themselves. All without a single interruption.
Catch up on high-priority calls in seconds. A consultant is in back-to-back meetings while Copilot answers several incoming calls. Later she opens the Calls app in Teams, reads the Copilot recaps with the reason for each call and the suggested follow-ups, and immediately spots the important client call to return first.
What do you need?
Copilot call delegation is available to users with a Microsoft 365 Copilot license through the Frontier program — the channel that gives organizations early access to Microsoft's latest AI innovations. Keep in mind that service limits may apply, both per call and across monthly tenant usage. Licensing details and usage limits are subject to change; Microsoft will communicate the final terms at general availability.
Our take
This feature fits a broader shift: AI that doesn't just assist *within* your calls, but handles them on your behalf. For organizations running on Teams Phone, that's a logical next step — provided you set it up deliberately. Who's allowed to delegate what, how do you handle the summaries, and does it fit your information security policy?
At Universal Cloud, we help you set up Teams telephony and activate the right Copilot features for your organization. Want to know whether call delegation is a fit for your team, or how to join the Frontier program? Get in touch — we're happy to help.
