Tailor proactive engagements with configuration options

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for	Public preview	General availability
Users by admins, makers, or analysts	-	Jan 2026

Business value

Customer expectations are higher than ever. Today’s customers want brands they can trust to anticipate their needs, deliver personalized engagement, and provide effortless, seamless support. At the same time, businesses want to reduce time-intensive tasks through automation, foster loyalty with tailored experiences, and be the dependable choice in the market.

Proactive engagement bridges these needs by delivering simple, personalized solutions that anticipate customer issues, streamline resolution, and create memorable experiences. By engaging customers proactively, businesses not only exceed expectations but also build lasting loyalty and achieve operational efficiency, ensuring they stand out as the brand customers can truly rely on.

Feature details

This feature set empowers journey authors to design more intelligent and effective outbound engagement workflows by using Microsoft Teams phone numbers—whether provisioned via pay-as-you-go subscriptions, Operator Connect, or Direct Routing—for proactive customer outreach. The feature enables seamless integration with enterprise telephony infrastructure while ensuring regulatory compliance.

The administrator can configure the proactive settings in the Copilot Service admin center by selecting the outbound workstream that's configured for the Teams phone number.

Geographic areas

Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.

Language availability

Visit the Explore Feature Language report for information on this feature's availability.