Default chat pup up every time we receive an external call

Question

Hello,

Please i need your help on this issue.

Some of our users are seeing external phone numbers automatically appear as draft chats under the Chat tab in Microsoft Teams after placing or receiving calls.

Is there a way to prevent or disable these draft chats from being created?

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Moved from: Microsoft Teams | Development

Answer 1

Hello @Mustafa Alhamzawi

Welcome to Q&A forum! 

Thank you for reaching out.

I’d like to clarify that, in this case, we are unable to disable or prevent them.

At the moment, Microsoft does not provide any setting, policy, or administrative control to turn off the creation of these draft chats. This issue is especially noticeable for users in call queues or contact-center integrations, where missed or rejected calls trigger multiple draft chats.

However, I appreciate you raising this issue here. If possible, I encourage you to submit this suggestion directly through the appropriate Microsoft feedback channel: the Microsoft 365 Feedback Hub

I hope this explanation helps you understand why these draft chats appear and why we cannot currently disable this behavior.

The development team can consider this feature in the future. Your feedback may help us revive or introduce features that make a real difference.        

If you've already submitted feedback, please share the link here, so not only me, but others can also vote it up.  

Have a pleasant day!

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Answer 2

There is no setting in the provided information that disables or suppresses the automatic creation of draft chats in Teams when external phone numbers are involved in calls. The available controls focus on:

• Allowing or blocking external chat and meetings at the tenant/domain level.
• Blocking specific external users or managing external access.
• Removing specific external chats after they are created (for example, via the RemoveAllAccessForUser Graph API).

To reduce or avoid these draft chats for external callers, the only supported approach in the context is administrative control over external communication itself (for example, restricting external chat/meetings or blocking specific users/domains). There is no documented toggle that specifically turns off the draft-chat behavior while keeping external calling intact.

If particular external chats are problematic (spam, phishing, or inappropriate), admins can:

1. Use the external access blocklist to block specific external users so they cannot chat with people in the organization.
2. Use the RemoveAllAccessForUser Graph API to remove an external chat from a user’s view after it has been created.

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References:

• IT Admins - Overview of external collaboration options in Microsoft 365
• IT Admins - Manage external meetings and chat with people and organizations using Microsoft identities
• Remove an external chat from a user's view in Microsoft Teams (admin)