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Overview
Frontline Agent is an AI-powered assistant in Microsoft 365 Copilot and Microsoft Teams designed to support frontline workers and managers in their day-to-day operations. It helps frontline teams stay informed, get answers from standard operating procedures, complete voice-driven site walkthroughs, and also helps managers gather information from their teams.
Frontline Agent works alongside Teams chats, channels, and existing Microsoft 365 services such as SharePoint, enabling organizations to scale frontline communication and operations without introducing new tools or workflows.
Built on Microsoft 365, Frontline Agent works within your existing Microsoft Teams security and compliance framework. You can use Microsoft Purview to mitigate and manage the risk associated with AI usage, including with Frontline Agent here.
The agent is available to users with a Microsoft 365 Copilot license. As an IT administrator, you set up Frontline Agent to ensure it aligns with your organization's policies for security, compliance, and device management.
What scenarios does Frontline Agent enable?
Quick access to information and guidance
Frontline Agent allows workers to quickly find answers, documents, and guidance from approved sources such as SharePoint or Teams channels. This quick guidance is essential in environments with frequent employee turnover or limited time for training.
Catch up on missed communications at the start of a shift
Frontline Agent helps frontline workers quickly catch up on important messages, updates, and tasks at the start of a shift without scrolling through long chat histories. It summarizes relevant conversations and highlights any actions that need to be taken, reducing missed information.
Draft end-of-shift handovers
Frontline Agent helps frontline managers create clear and consistent end-of-shift handovers, ensuring continuity across shifts. It summarizes completed work, flags open items, and captures key updates that need to be passed to the next shift all from Teams chat and channel messages.
Follow up and gather information from the team Frontline Agent helps frontline managers collect information such such as shift availability, training confirmations, customer feedback, and shift handover input — without manually chasing responses. The agent sends messages on a manager's behalf, sends reminders to teammates who haven't responded, summarizes all responses, and reports whether the communication goal was met, not just who replied. Managers send the request once and let the agent handle the rest.
Complete site walkthroughs and checklists with voice Frontline Agent lets workers complete site inspections and checklists using voice, capturing observations as they go with no typing afterward. Workers stay focused on the physical environment instead of a phone or paper checklist — supporting compliance, safety, and operational readiness. Completed walkthroughs can be forwarded to a Teams chat or channel, or pasted to a storage location.
Learn more about these scenarios here.
Prerequisites
Identify the scenarios and training plan: Based on your organization's frontline workflows and the agent's capabilities, establish the most likely used prompts. Share these prompts with your frontline workers and set up a one-time training session to help them understand how to use the agent.
Select an initial group of users: We suggest launching the agent at a few locations that are already using Microsoft Teams so you can observe how your frontline workers are adopting the use cases.
Purchase Microsoft 365 Copilot and assign licenses: Work with your sales team to purchase Microsoft 365 Copilot licenses for the initial set of users.
How to set it up
The agent is discoverable from the Microsoft 365 Copilot app store for all users who have the Microsoft 365 Copilot license. To pin the agent for those users in Microsoft 365 Copilot, click here. If you'd like the agent to also show up in the Teams chat rail or scope down the SharePoint sites the agent has access to, follow these instructions.
Note
If you don't scope down to a set of SharePoint sites, the agent provides answers from all the sites each user has access to.
Go to Teams Admin center > Frontline management > Manage frontline teams and then select Agents.
Select Manage users to deploy Frontline Agent to a subset of users.
If you'd like to scope SharePoint access, select Frontline Agent. To limit the agent to specific SharePoint sites, paste in each Home site URL. If you add 20 sites and a user only has access to two, the agent uses information from only those two sites.
Frontline Agent will send a Microsoft Teams message to each installed user and they can immediately use the agent.