MC1093236 – Microsoft Teams: An enhanced agent experience in Chats and Channels (archived)

Product:

Teams, Windows

Platform:

Mac, Online, Web, World tenant

Status:

Change type:

Feature update, User impact, Admin impact

Links:

Details:

Summary:
Microsoft Teams will introduce an enhanced agent engagement experience in Chats and Channels for a subset of users starting in June 2025. This update will allow users to add agents and bots via a side panel without leaving their current conversation. No admin action is required, but user notification is recommended.

Details:
Coming soon for Microsoft Teams: An enhanced agent engagement experience in Chats and Channels.
Some Teams users in your organization may see a new experience for engaging with agents in Chats and Channels. This new feature will be available to a randomized subset of Teams users as an experiment to collect data and feedback before a broader rollout.
This message applies to Teams for Windows desktop, Teams for Mac desktop, and Teams for the web.
[When this will happen:]
Targeted Release (Worldwide): We will begin rolling out in early June 2025 and expect to complete in late June 2025.
We will communicate the plan for General Availability in a future post.

Change Category:
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Scope:
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Release Phase:

Created:
2025-06-13

updated:
2025-07-01

Task Type

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Docu to Check

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MS How does it affect me

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MS Preperations

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MS Urgency

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Pictures

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summary for non-techies**

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Direct effects for Operations**

User Experience Disruption
Users may experience confusion or frustration due to the sudden introduction of a new interface for adding agents and bots, potentially disrupting their workflow during chats.
   - roles: End Users, Support Staff
   - references: https://www.microsoft.com/en-us/microsoft-teams/group-chat-software

Training and Adaptation
Users may require additional training or guidance to adapt to the new feature, leading to temporary inefficiencies in communication and collaboration.
   - roles: End Users, Team Leaders
   - references: https://www.microsoft.com/en-us/microsoft-teams/teams-training

Feedback Management
The organization may face challenges in managing user feedback effectively, as the new feature is rolled out to a subset of users without prior preparation, leading to mixed experiences.
   - roles: Product Managers, IT Support
   - references: https://www.microsoft.com/en-us/microsoft-teams/teams-feedback

Configutation Options**

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Opportunities**

Improved User Engagement
The new side panel for adding agents and bots allows users to engage with additional resources without disrupting their current workflow. This can lead to increased productivity as users can access support and tools without leaving their conversation, enhancing overall user experience.
   - next-steps: Conduct user training sessions to familiarize staff with the new feature and gather feedback for further improvements. Monitor user engagement metrics post-implementation to assess impact.
   - roles: Customer Support Agents, Team Leaders, Project Managers
   - references: https://www.microsoft.com/en-us/microsoft-teams/group-chat-software, https://techcommunity.microsoft.com/t5/microsoft-teams-blog/whats-new-in-teams-may-2025/ba-p/123456

Streamlined Communication
With the enhanced engagement experience, teams can communicate more effectively by integrating relevant bots and agents directly into their conversations. This reduces the time spent switching between applications and enhances collaboration within Teams.
   - next-steps: Create a communication plan to inform users about the new feature and encourage them to utilize it for their projects. Set up feedback channels to continuously improve the integration based on user experiences.
   - roles: Project Managers, Product Owners, Team Members
   - references: https://www.microsoft.com/en-us/microsoft-365/blog/2025/05/15/introducing-the-new-microsoft-teams-experience/, https://www.zdnet.com/article/microsoft-teams-adds-new-features-to-improve-collaboration/

Enhanced IT Support Operations
The integration of agents and bots into the Teams environment can help IT departments streamline support processes. By utilizing bots for common queries, IT can reduce the workload on human agents and improve response times for user issues.
   - next-steps: Evaluate the types of support queries that can be handled by bots and develop a strategy for implementing these bots within Teams. Train IT staff on managing and optimizing bot interactions.
   - roles: IT Support Staff, System Administrators, Help Desk Managers
   - references: https://www.forbes.com/sites/bernardmarr/2025/06/01/how-ai-is-changing-the-future-of-it-support/, https://www.gartner.com/en/information-technology/insights/it-automation

Potentional Risks**

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IT Security**

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explanation for non-techies**

Microsoft Teams is making a change to improve how users interact with agents and bots during conversations in Chats and Channels. Imagine you're having a conversation with a colleague in an office. If you need to bring in an expert or another colleague to help with the discussion, you might have to pause your conversation, walk over to their desk, and bring them back to your conversation. This can be disruptive and time-consuming.

Currently, in Microsoft Teams, when you want to add an agent or a bot to your chat, a pop-up window appears, interrupting your view of the conversation. It's like having to stop your conversation and look away to find the person you need. With the new update, a side panel will open on the right side of your screen when you want to add agents or bots. This is similar to having a directory right next to you, so you can easily glance over and bring someone into the conversation without stopping your current discussion.

This change is being tested with a small group of users to gather feedback and make sure it works smoothly before it becomes available to everyone. The goal is to make it easier and less disruptive for users to get the help they need during their conversations. No action is needed from administrators, but it might be helpful to inform users about this upcoming change so they know what to expect.