This article shows you how to forward incoming calls to your AI Agent when no one picks up.
⚠️ Prerequisite: A Teams licence with telephony functionality (e.g. Microsoft Teams Phone / Enterprise Voice). Without this licence, call forwarding options will not be visible in your settings.
How to set it up
Open Microsoft Teams and click Settings and more (…) next to your profile picture in the top right.
Select Settings → Calls.
Under Call handling and forwarding, make sure Don't forward is selected (so calls ring you first).
Scroll to the If unanswered section and select Forward to → New number or contact.
Enter the
<Superchat number>in international format (e.g. +44…).Set your preferred wait time (up to 55 seconds in 5-second increments).
The setting saves automatically.
If you want to forward all calls immediately to the AI Agent instead, select Forward my calls under Call handling and forwarding and enter the Superchat number as the destination.
Note: Forwarding when busy is not directly configurable in Microsoft Teams personal settings. Contact your Teams administrator if needed — this can be set up via the Teams Admin Centre.
Test
Call your Teams number and don't pick up — after the set wait time, the call should reach the AI Agent.