This guide explains how to connect your AI Agent to Microsoft Teams Phone.
Requirement: the user needs an assigned Microsoft Teams Phone license for call settings to be configurable at all. Without it, the Voice tab won't be visible in the admin center.
Basic setup
In Superchat, under your AI Agent's phone settings, enter the Superchat number that should be the destination of the forward.
Set up call forwarding in Teams to this Superchat number (see below, either as a user or as an admin).
Test the forwarding with a real call before going live.
Setting it up as a user (self-service)
In Teams, click Settings and more (next to your profile picture), then go to Settings → Calls.
Under Call answering rules, choose Forward my calls.
Select the option to forward to a new number or contact, and enter the Superchat number.
Setting it up as an admin
In the Microsoft Teams admin center, go to Users → Manage users and select the licensed user.
On the user's details page, go to the Voice tab.
Under Call answering rules, select Be immediately forwarded so calls don't ring the user's own devices first.
Enter the Superchat number as the forwarding destination and save.
Important: forwarding to an external phone number (rather than another Teams user) requires the Calling policy setting "Call forwarding and simultaneous ringing to external phone numbers" to be turned on for that user. This is on by default, but if forwarding to the Superchat number doesn't work, check Voice → Calling policies in the admin center first.
Troubleshooting
Microsoft provides a built-in diagnostic tool: in the Microsoft 365 admin center, run the Teams Call Forwarding diagnostic test, entering the user's email and the destination number in E.164 format (e.g. +44...). This checks the user's settings and configuration and suggests next steps if something's misconfigured.