Heilo vs Microsoft Teams: voicemail and phone for sales reps

In short: Teams voicemail works without a Teams Phone licence, but to let a customer call a rep on an ordinary phone number you need Teams Phone and access to the telephone network. Heilo does not replace Teams: with Heilo Line, each rep gets a +48 company number, and calls through it are recorded automatically and turned into a transcript, a summary and tasks for your CRM.

This comparison was written by the Heilo team from our own product and Microsoft's documentation and price list (checked 19 October 2026). We compare what you have to buy, the billing unit and net price, voicemail, call recording and transcription, CRM integration, and what each one lacks.

Two Problems, Two Tools

Teams is a platform for chat, meetings and files, and with Teams Phone it is also telephony for the whole company. Heilo gives reps numbers and turns their customer calls into notes. Before you choose, answer one question: should the whole company call from Teams, or should agreements from your reps' calls reach the CRM without retyping?

Teams Voicemail: What You Need

According to Microsoft's documentation (checked 19 October 2026):

Cloud voicemail is switched on automatically for Teams users and does not require a Teams Phone licence.
The message lands in the Exchange mailbox as an email with an audio file and, if transcription is on, the text. You see it in Outlook and in the Calls tab in Teams (described on the same page).
Transcription is on by default in the voicemail policies, and an administrator can switch it off.
English is on the list of transcription languages.
To make and receive calls with phone numbers outside Teams, a user needs a Teams Phone licence and access to the telephone network: a Microsoft calling plan, an operator from the Operator Connect programme, Teams Phone Mobile or Direct Routing (connectivity options).

On Microsoft's US price list (checked 19 October 2026), Teams Phone Standard costs $10.00 per user per month, paid yearly, with US sales tax charged separately. Teams Phone with a Calling Plan (country zone 1, US) costs $17.00 per user per month, including communication taxes and fees. Both require a separate Microsoft Teams licence.

Teams Phone in a Sales Team

What Microsoft describes on the pages we checked (19 October 2026):

Call queues and auto attendants are listed on Microsoft's Teams Phone page.
An administrator can allow users to record 1:1 calls and calls with phone numbers. Call transcription is off by default and also has to be turned on in policy (configuration).
Automatic recording of every call under company policy is handled through certified partner solutions, known as compliance recording (overview).
Teams Phone Mobile lets you use the number of a partner operator's SIM card in Teams as well. You can call from the Teams app on desktop and mobile and from Teams-certified phones (connectivity options).

What Heilo Offers

Heilo is not a phone system. It listens, records and summarises calls, and passes the results to the system your team works in. For a sales team, the plan to compare is Heilo Line:

Each rep gets their own +48 company number, and Heilo connects incoming calls to the phone named in the dashboard.
You start an outbound call in the dashboard with “Call via Heilo”, and the customer sees the company number.
Every call through this number is recorded automatically. After the call you get a transcript, a summary, suggested tasks and notes from the call coach on what went well and what to improve.
In “Planned” you set up your next calls, and while dialling you see the note, the customer description and the last three calls.
Once you set up an integration, the results reach your CRM through the API, signed webhooks, Zapier or Make (how it works). Heilo has no ready-made apps for specific CRMs, and a company without a CRM can work in Heilo's Contacts, Projects and Tasks.

Heilo Line is billed per number per month, and each rep needs their own number. Heilo Line includes 6 hours of recorded calls per number in each billing period; each extra hour is billed per minute at the rate on the pricing page and added to the next invoice. The number is set up after company verification: you choose it, and Heilo orders it from the carrier, so activation time depends on verification and the carrier. Plans and prices are on the pricing page, and the plan for sales teams is described on the call assistant page.

Heilo Line is a Polish +48 number and dials +48 numbers only, so it suits teams that call customers in Poland. The two cheaper plans cover fewer calls. With Heilo Select you keep your current number and add Heilo to a chosen call if your phone and carrier support conference calls; Heilo records from the moment it joins. Heilo Voicemail saves messages after missed calls through carrier forwarding.

Every plan saves messages after missed calls, because each higher plan includes everything in the plan below; Heilo Voicemail does only that. You get the recording, the text and a summary, and, once SMS notifications are on, a text message with the caller's details, the topic and a link. More on the business voicemail page.

What Heilo does not have:

One number rings one phone. There is no call queue, voice menu (IVR) or extensions.
You start outbound calls in the Heilo dashboard, to +48 numbers only.
A call you dial in the regular Phone app does not go through Heilo, so it is not recorded.
Heilo has no video meetings or team chat, and it never talks to the caller.

By default, a new number plays a recording notice to the other person; you can change the notice mode in the number's settings. Our guide Recording customer calls explains how callers are informed. If you need queues and IVR together with a CRM, read what a phone system with CRM integration is.

Detailed Comparison

Criterion	Microsoft Teams Phone	Heilo Line
What it is for	Telephony in Teams for the whole company	A number for a rep and notes from their calls
Billing unit	Per user per month, paid yearly	Per number per month, billed monthly
Price (excl. tax)	Teams Phone Standard $10.00 per user per month + Teams licence + access to the telephone network	Per number, see pricing
Phone number	Microsoft calling plan, Operator Connect, Teams Phone Mobile or Direct Routing	+48 number ordered by Heilo after company verification
Voicemail	In Outlook and Teams, with transcription	In every plan: recording, text and summary of the message
Queues and auto attendant	Yes	No
Call recording	The user records if the administrator allows it; automatic recording through partner solutions	Every call through a Heilo number, automatically
After the call	Transcription once enabled in policy	Transcript, summary, tasks, call coach notes
CRM	The Teams Phone page we checked describes an integration with Dynamics 365 Contact Center	API, webhooks, Zapier, Make
Calling	Teams app on desktop and mobile, Teams-certified phones	“Call via Heilo” in the dashboard, +48 numbers only

What It Costs

An example for five reps, based on prices checked on 19 October 2026:

Microsoft Teams: at least 5 × $10.00 = $50.00 per month, paid yearly, for Teams Phone Standard alone, before the Teams licence, a phone number and calls.
Heilo: five Heilo Line numbers, billed per number per month, with recording of every call, transcript, summary, tasks and the call coach included; current prices are on the pricing page.

Heilo is priced for notes from every call, not for the ability to call. If the company only needs phones in Teams, Teams Phone is enough. If agreements from your reps' calls should reach the CRM without retyping, compare the cost of Heilo Line with the time your team spends on notes today.

When Teams Is the Better Choice

Teams fits better when:

Your company works in Microsoft 365 and the phones should be in Teams too.
You need call queues and an auto attendant so that a customer reaches the right department.
You have an administrator who will set up Teams Phone, numbers and recording policies.
Reps want one mobile number on their phone and in Teams (Teams Phone Mobile, if your operator offers it).
You call customers outside Poland, because Heilo dials +48 numbers only.
You have to record all calls under company policy through a certified Microsoft partner.

When Heilo Is the Better Choice

Heilo fits better when:

Your reps talk to customers in Poland, and you want every call through the company number recorded without anyone remembering a button.
After the call you need a transcript, a summary, suggested tasks and call coach notes, not just a recording file.
Agreements should reach your CRM through the API, webhooks, Zapier or Make.
Each rep answers on their own number, so queues and an auto attendant are not needed.
You want to plan the next calls in “Planned” and see the note and customer history before you dial.
You do not want to buy telephony for the whole company, only numbers for your reps.

How this works when you call customers is described in the guide on how to record outbound calls.

Transcription in Your Language: How to Compare

Both systems turn speech into text. Microsoft lists English, along with many other languages, in its table of voicemail transcription languages (checked 19 October 2026), and Heilo prepares a transcript of every recorded call and message. We have no basis to claim that either system always recognises speech better; that conclusion would take a test on the same recordings. Before choosing, record a few test messages with a surname, an address, an amount and a phone number, and compare both transcripts. More on how this works is in the voicemail transcription guide.

Can You Use Both?

Yes. Teams stays for chat, meetings and internal calls and, if the company has Teams Phone, for the office lines. Reps get Heilo Line numbers for customer calls, which Heilo turns into notes and sends to the CRM. Decide in advance which number the customer should see, so they do not call the Teams number one time and the rep's number the next.

Summary

Teams Phone is telephony for the whole company in Microsoft 365, billed per user, with voicemail, queues and recording once an administrator turns it on. Heilo gives a rep a number whose calls become a transcript, a summary, tasks and call coach notes, sent to the CRM. Choose Teams when one platform for the company matters most, and Heilo Line when agreements from your reps' calls matter most.

We compare Vonage in a similar way in Heilo vs Vonage.

FAQ

Does Teams voicemail require a Teams Phone licence?

No. According to Microsoft's documentation (checked 19 October 2026), cloud voicemail is switched on automatically for Teams users and does not require Teams Phone. Teams Phone and access to the telephone network are needed to receive calls from phone numbers outside Teams.

Does Teams turn voicemail into text in my language?

Yes for English, and for many other languages: Microsoft lists them in its table of languages. Transcription is on by default in the voicemail policy, and an administrator can switch it off.

Does Heilo replace Microsoft Teams?

No. Teams is for chat, meetings, files and telephony inside the company. Heilo records your reps' calls through Heilo Line numbers and turns them into notes, tasks and data for your CRM.

How much does Heilo cost for a sales team?

Heilo Line is billed per number per month, and each rep needs their own number. All plans and prices are on the pricing page.