Voice to Chat Handoff in Teams bot (M365 Agent SDK and Graph Communications API)

Question

Voice to Chat Handoff in Teams bot (M365 Agent SDK and Graph Communications API)

PRATIMA-5760 0

We are developing a customer assistance bot. The solution currently provides:

Ticket creation through Salesforce (SFDC)
Support contact information lookup

Though currently in Teams, it needs to be extensible to other platforms like WeChat easily in future. For now the development was done as below:

Chat agent built using Microsoft 365 Agents SDK
Voice capability implemented using Microsoft Graph Communications/Calling APIs (service-hosted media) as M365 agents SDK did not directly handle it
Azure Speech Services for speech processing
Azure OpenAI for response formatting
Shared backend AI workflow supporting both chat and voice channels

Problem Statement

The chat bot is working as expected and the voice bot too can successfully answer requests, but certain responses such as support contact details are difficult for users to consume when read aloud. The customer requires the following experience:

User interacts with the bot via voice call. 2. User requests support contact information. 3. Bot reads the information. 4. Bot asks whether the user would also like the information sent via chat. 5. On confirmation, the bot sends the information into the Teams chat conversation associated with the user.

Similar behavior for ticket creation workflow too where the user can provide details to the bot through chat when needed in between a voice call.

The team has attempted implementation approaches but has been unable to achieve the voice-to-chat transition behavior yet.

Key Questions for Support:

Is voice-to-chat handoff currently supported when:

Voice is implemented using Microsoft Graph Communications APIs
Chat is implemented using Microsoft 365 Agents SDK?

What is the Microsoft-recommended architecture and development guidelines for such a use case of switching from a Teams voice interaction to a Teams chat interaction within the same user journey?

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1 answer

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Answer 1

Hello @PRATIMA-5760,

Based on the scenario described, there is no documented Microsoft feature that provides a native voice-to-chat handoff between a Teams calling bot built with Microsoft Graph Communications APIs and a chat agent built with the Microsoft 365 Agents SDK. These are currently separate interaction channels and any transition between them would typically need to be implemented through custom application orchestration.

That said, your question involves the interaction of multiple evolving technologies (Microsoft 365 Agents SDK, Teams platform, Graph Communications APIs, and cross-channel conversational experiences). The Microsoft Q&A forum may have limited visibility from the specific product engineering teams responsible for these capabilities.

I would recommend reposting this question in the Microsoft 365 & Teams Developer community on Tech Community, where the product team and developer experts are more likely to review architecture-specific questions and provide guidance on supported patterns and roadmap considerations: Teams Developer | Microsoft Community Hub

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You may also want to include:

Whether the chat agent is published as a Teams app.
How user identity is correlated between the calling bot and chat agent.
Whether the requirement is to continue an existing chat thread or create a new chat conversation.
Whether the solution must remain extensible to non-Teams channels such as WeChat.

These details will help the developer community provide more targeted recommendations.

Additionally, if your organization has a support plan and is willing to engage Microsoft Support on a paid basis, I would recommend raising a support ticket through the Microsoft Engage Center. A support engineer can perform a deeper investigation, review your design and implementation details, and help determine whether there are any supported patterns or platform limitations affecting your scenario. Please note that this would be a paid support request.

I hope this suggestion helps.

Kind Regards,

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