check before: 2025-06-01
Product:
Teams
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:
2025-06-13
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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MS workload name
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Pictures
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summary for non-techies**
Microsoft Teams is testing a new feature where a side panel opens on the right side of the screen to add agents or bots to chats, aiming to make the process less disruptive by avoiding pop-up interruptions.
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**
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** AI generated content. This information must be reviewed before use.
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