Chat button disable on MS Teams Client when calling from ACS App (call queue)

Charupak 21 Reputation points
2026-07-06T10:47:46.61+00:00

Hello,

I'm using a WinUI 3 app built with the ACS Windows SDK (based on this documentation: https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/voice-video-calling/get-started-teams-call-queue?pivots=platform-windows).

When calling a Teams call queue from my app, the recipient's chat button in their Teams client is greyed out. If I call the same queue from Teams client directly instead of my app, their chat button works perfectly.

Any idea what might be causing this issue?

Azure Communication Services
Answer accepted by question author
Golla Venkata Pavani 7,535 Reputation points Microsoft External Staff Moderator
2026-07-06T13:45:46.6033333+00:00

Hi @Charupak

Thank you for reaching us regarding the issue.

Azure Communication Services (ACS) supports calling Microsoft Teams Call Queues through Teams interoperability. It focuses on enabling voice and video calls between ACS applications and Teams Call Queues.
However, Teams Call Queues use resource accounts, and Microsoft explicitly documents the following limitation:

User's image

When your WinUI 3 ACS application calls the queue, the call is routed through the queue’s resource account. This is the most likely reason the chat button appears greyed out in the recipient’s Teams client.

In contrast, calling the same queue directly from the Teams client uses native Teams handling, which explains why chat works in that case.

Recommendations- Ensure your ACS-Teams federation is correctly configured (EnableAcsFederationAccess and allowed resources).

  • As a workaround for messaging, you can combine the voice call with the ACS Chat SDK (separate thread) or use Microsoft Graph API to create/manage chat threads on the Teams side.
  • Monitor call events using Call Automation for additional diagnostics.

Note: Microsoft documentation does not explicitly describe the exact Chat button behavior in the Teams client for ACS-initiated calls to queues. The observed behavior aligns with the documented resource account limitations and is likely expected.

Reference:
https://learn.microsoft.com/en-us/microsoftteams/aa-cq-manage-resource-accounts
https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/voice-video-calling/get-started-teams-call-queue?pivots=platform-web
https://learn.microsoft.com/en-us/azure/communication-services/concepts/teams-interop
https://learn.microsoft.com/en-us/azure/communication-services/concepts/interop/enable-interoperability-teams
Kindly let us know if the above helps or you need further assistance on this issue.

Please "accept" if the information helped you. This will help us and others in the community as well.

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