Microsoft Teams Live chat support ends on October 5, 2026. From that date, website widgets will be hidden and new incoming chats will no longer be routed to Teams. Organizations using the widget should remove it from their websites, notify support staff, check what chat data they need to retain, and arrange a replacement before the cutoff.
When does Microsoft Teams Live chat end?
Microsoft says new customers can no longer set up Teams Live chat starting August 6, 2026. The service is no longer supported starting October 5, 2026; incoming chats from its website widget will no longer be relayed to Teams. See Microsoft’s end-of-support notice.
What happens to an existing website chat widget?
After October 5, widgets still embedded on websites are hidden. Visitors will not be able to start new conversations through them, and the former workflow for escalating chats or initiating customer interactions will no longer be available. Microsoft’s retirement guidance says remaining embedded widgets are hidden after the retirement date.
What to do before October 5
- Remove the widget from every site. Find the HTML
<script>tag withid="chatbot"and remove it, as described in Microsoft’s administrator guidance. Check all pages, subdomains, and separate sites where your organization added the widget. - Tell the support team. Let staff know when the widget will stop working and direct them to the replacement channel or process you have chosen.
- Review records and retention needs. Identify chat-related information your organization must preserve and export it independently if needed. Microsoft says existing customer data will not be deleted automatically; Teams channels and associated List data remain subject to the tenant’s Microsoft 365 retention and lifecycle policies. Details are in the retirement guidance.
- Plan the replacement and website change. Evaluate the replacement, complete its licensing and configuration, update support procedures, and change the customer-facing contact route before the old widget is retired.
What can you use instead of Teams Live chat?
Microsoft names Dynamics 365 Contact Center with Live Chat and Microsoft Copilot Studio Contact Center AI solutions as options for organizations that still need customer-support, engagement, or contact-center capabilities. They serve different needs; neither should be treated as an automatic, no-work migration from the Teams widget.
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| Option | Best fit | What to plan for |
|---|---|---|
| Dynamics 365 Contact Center with Live Chat | Organizations seeking a directly named live-chat replacement. | Evaluate the product, licensing, configuration, website integration, and support workflow migration. Microsoft’s retirement guidance does not provide a universal migration estimate. |
| Copilot Studio Contact Center AI solutions | Organizations seeking AI-assisted answers and customer-support or escalation workflows. | Licensing and configuration are required. The former Teams widget’s chatbot capability required Copilot Studio licensing; it could answer questions using public website information and hand unresolved requests to the Teams support workflow. That former workflow should not be assumed to carry over unchanged. |
Choose based on whether your priority is direct human live chat, AI-assisted handling, or a combination. Allow time to configure the service and update the website and staff procedures; Microsoft does not publish a single migration timeline that applies to every organization.
Who used the former service?
The former Teams Live chat service was available to Microsoft 365 Business Basic, Business Standard, and Business Premium users. A Global administrator was required to set it up, and the handoff support team could include up to 25 users, according to Microsoft’s service documentation. The website widget routed requests to the next available support member, could collect contact information outside business hours, and supported appointment booking in preview.
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Will old Teams Live chat data be deleted?
Microsoft says existing customer data will not be deleted automatically as part of the retirement. Existing Teams channels and associated List data remain governed by your tenant’s Microsoft 365 retention and lifecycle policies. If your organization needs specific information preserved, determine what those policies cover and export the records you need; the service retirement itself does not replace your organization’s retention review.
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