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Direct Routing is creating chat conversations for calls received through Call Queues.

Gerald Fonseca 75 Reputation points
2026-02-23T18:32:21.6366667+00:00

Is anyone else seeing unusual chat behavior in Microsoft Teams related to Call Queues?

In our environment, whenever a user answers a call that comes through a Call Queue, Teams automatically generates a new chat conversation tied to the queue’s phone number. Over time, this results in multiple chat threads being created from queue calls.

Interestingly, if the user navigates to the Activity tab, those chat entries temporarily disappear. However, once new calls are received from the queue, the chat threads begin appearing again.

We have already attempted standard troubleshooting steps, including clearing the Teams cache, signing out and back in, and fully restarting the application — but the behavior continues.

This is happening in a Direct Routing setup, and all queues were configured with Conference Mode enabled from the beginning. The situation is creating confusion and frustration for both our clients and our internal users.

Any insights or confirmed fixes would be greatly appreciated.

Microsoft Teams | Microsoft Teams Free | Chats
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  1. Kal-D 7,175 Reputation points Microsoft External Staff Moderator
    2026-02-26T21:47:36.9333333+00:00

    Hi Gerald Fonseca,

    Welcome to Microsoft Q&A.

    This behavior isn't typically caused by a local client cache issue (which matches what you saw after clearing cache/signing out/restarting). Teams may auto-generate chat threads for PSTN/Call Queue calls, and in some configurations this can result in a new thread being created per call.

    Microsoft is aware of similar reports involving autogenerated chats in Direct Routing and Call Queue scenarios, and fixes are being deployed. The best way to check if your tenant is affected or has received the fix is to review Service health in your Microsoft 365 admin center.

    Suggested next steps

    1. Check Service health: Have your tenant admin review any active or recent advisories related to Teams calling or chat creation in Microsoft 365 admin center > Health > Service health.
    2. Confirm scope Test across: Teams web, New Teams, and Classic Teams with multiple agents. If the issue reproduces across clients and users, that points to a service-side cause.
    3. Optional diagnostic test: As an exploratory step, you could temporarily disable Conference Mode on one queue, test a few calls, then re-enable it—though this is not a documented resolution.
    4. If you need escalation If Service health shows no relevant advisory and the issue persists, gather:
    • Sample call times
    • Affected users and queue/resource account details
    • Screenshots of repeated chat threads

    Then open a Microsoft support case under Teams Phone > Direct Routing.

    Note: Call Queues and Direct Routing are Teams Phone (work/school) features, so resolution typically requires tenant admin access (Service health + support).

     Please let me know if this proves useful to you, or if you would like further assistance.

    I'm looking forward to your reply.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment”.   

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  2. Q&A Assist
    2026-02-23T18:32:29.79+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    The issue you are experiencing with Microsoft Teams generating multiple chat conversations for calls received through Call Queues is not uncommon. This behavior can occur in environments utilizing Direct Routing, especially when Conference Mode is enabled for the queues. The automatic creation of chat threads for each call can lead to confusion, as you've noted.

    Unfortunately, the current context does not provide specific insights or confirmed fixes for this unusual chat behavior. However, it is advisable to keep an eye on any updates from Microsoft regarding Teams, as they may address this issue in future releases or patches. Additionally, you might consider reaching out to Microsoft support for more tailored assistance regarding this specific behavior in your setup.

    References:

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