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Call Queue Calls Appearing as Chat Conversations

Daniel N 130 Reputation points
2026-02-20T15:49:03.7933333+00:00

Hoping someone has seen this before or can confirm whether this is expected behavior or a bug.

We’re experiencing an issue where calls received through a Call Queue are appearing as new chat conversations in Microsoft Teams. Each time a user receives a call from the call queue, a new chat is automatically created with the call queue’s phone number.

If the user clicks on the Activity tab, the chat list temporarily clears, and the call entries disappear. However, once the user receives additional calls from the call queue, the chat entries begin populating again.

I've already cleared the Teams cache, Signed the user out of Teams and back in and Restarted Teams. The issue continues to occur.

Has anyone experienced this? Is this expected functionality tied to call queues, or does this appear to be a current Teams bug?

Any guidance would be appreciated.

Microsoft Teams | Microsoft Teams for business | Chats | Other

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  1. Roel J 10 Reputation points
    2026-02-25T07:27:07.6+00:00

    2 people found this answer helpful.
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  2. Chris Duong 7,505 Reputation points Microsoft External Staff Moderator
    2026-02-20T17:13:21.96+00:00

    Hi @Daniel N, 

    Welcome to the Microsoft Q&A forum. 

    Thank you very much for reaching out regarding the issue where incoming Call Queue calls are appearing as new chat conversations in Microsoft Teams. I appreciate you taking the time to report this and for the details you provided. 

    Based on my research, this behavior is not expected and is not part of the intended functionality for Call Queues. In the past, Microsoft identified a similar issue where Call Queue agents would see unintended “draft chat” items appear after completing calls. This was documented under service incident TM1047160, and Microsoft deployed a fix for it in May 2025. 

    However, based on what you’re experiencing now, it appears that a similar or regressed version of this issue may be occurring again in your environment. 

    While waiting for Microsoft to further investigate, here are some steps that have helped other organizations reduce or temporarily mitigate the issue: 

    1/ Enable Conference Mode for the Call Queue 

    Some customers have reported that enabling Conference Mode for the affected Call Queue reduces the occurrence of auto‑generated chat threads.  You can enable this via: 

    • Sign in Microsoft Admin Center with your administrator account.
    • Select Teams Admin Center > Voice > Call Queues > Edit Queue > Call Answering > Enable “Conference Mode.” 
    • User's image

    Please note that only Teams native clients (not Skype for Business or 3PIP devices) can answer Call Queue calls when Conference Mode is enabled. 

    2/ Advise agents to hide or mute the unwanted chat threads 

    This doesn’t prevent creation of the chats, but it can reduce notification noise until a deeper fix is available. 

    3/ Contact Microsoft Support (Highly recommended) 

    If this issue is urgent and directly impacting your team’s productivity, I strongly recommend reaching out to your IT department and asking them to open a support ticket with Microsoft Support through the Microsoft 365 Admin Center. This will allow Microsoft to perform deeper investigation on the backend and check whether your tenant is affected by a new or recurring service incident. 

    To help accelerate Microsoft’s review, please include the issue’s time and date, the affected Call Queue and its resource accounts, screenshots of the generated chats, the Teams client versions used by agents. These details make it easier for Microsoft engineers to compare with known patterns from previous incidents and prioritize the investigation. 

    We kindly ask for your understanding that, as moderators, we do not have access to the administrative tools or permissions required to investigate or modify these configurations. We also do not have the capability to initiate remote sessions for direct assistance. Our role is to guide users to the appropriate resources and support channels.     

    I hope this information is helpful. Should you have any further questions or need additional assistance, feel free to reach out.   

    I look forward to hearing your thoughts on this. 

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have any extra questions about this answer, please click "Comment".  

    Note: Follow the steps in our documentation to enable email notifications if you want to receive email notifications related to this topic.  

    1 person found this answer helpful.

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