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Teams is a chat client in the published pattern — Learn it in 5 minutes
About five minutes of reading
The AWS blog's Teams integration is not a SIP trunk into Teams Phone.
A Teams app talks to Azure Bot Service, which calls API Gateway and Lambda, which starts a Connect chat and stores metadata in DynamoDB. Entra ID issues the token. Replies go back through the bot framework. That is chat.
If a Teams Phone user must receive a voice transfer, use Transfer to phone number to a number Teams Phone actually answers. Attributes will not cross. Screen pop has to be rebuilt on the Teams side or avoided.
- Do not describe this blog as 'Connect telephony inside Teams'.
- The Lambda is yours to secure.
- Typing indicators and session lookup are application code.
- Voice and chat are different projects. Staff them separately.
Number on this page: Pattern Chat. Bot, Lambda, StartChatContact
Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.
Sources and go deeper
- Streamline employee support with Amazon Connect and Microsoft Teams integration | AWS Contact Center AWS docs. last checked 2026-10
- Call centre - Wikipedia Wikipedia. last checked 2026-10