Heedify AIR certified for Microsoft Teams: the Heedify AI voice agent is certified under the Microsoft Teams Voice Agent Program. It answers calls on a Teams resource account, understands the caller and transfers to a queue, a Teams user or a number with context. See Heedify AIR.
Migrate from Extend to Unify: one Teams PowerShell command per call flow, without recreating flows or agents. See Migrate from Extend to Unify.
Oct 2026
Features
Call context in the Microsoft Teams context pane: Heedify Contact Center now shares the call context with the agent in the Teams context pane: caller name, customer details from your CRM and a link to the customer record, configured per call flow in the Agent context tab. Example: HubSpot integration
Improved call toast: the Teams incoming-call notification shows the caller’s name and a customizable call topic (up to 48 characters)
Apr 2026
Features
Workflows: event-driven automations triggered by call events (Agent Connected, Customer Abandoned, Call Connected, Call Ended, Agent Declined) that call your CRM, ITSM or any HTTPS API
Nov 25, 2025
Features
Display of contact calendar details (when enabled)
Requeue of unanswered transferred calls
Warm transfer capability
Support for custom ringtones
Bug fixes
Fixed: calling from history was not functioning properly
Jul 23, 2025
Features
Entra ID integration
Grid display mode for favorite contacts
Improved optimization of Heedify-managed preferred presence
Bug fixes
Fixed: incorrect duration values in the agents list of the Supervisor Workspace
Jun 26, 2025
Features
View modes: compact and comfort
Apr 28, 2025
Features
Colour code in the call history
Instant update of the call history
Apr 21, 2025
Features
Agent activity is set to UNAVAILABLE when the Teams presence changes to unavailable
Heedify Presence Mode
Bug fixes
Fixed: call distribution in Longest Idle mode
Apr 8, 2025
Features
Accessibility mode in the Agent Console
Mar 18, 2025
Features
Ability to park a call
Ability to requeue a call
Extended call history
Blind transfer to voicemail
Audio device preference settings
Feb 11, 2025
Bug fixes
Fixed: a functional admin could not access reports in some cases