Microsoft Teams: Live chat for small businesses [MC974364]

Coming soon to Microsoft Teams: Live chat is a new feature for small businesses to better engage with their customers on their website.

This message applies to Teams for Windows desktop, Teams for Mac desktop, Teams for the web, and Teams for iOS/Android.

[When this will happen:]

General Availability (US only): We will begin rolling out mid-January 2025 and expect to complete by late January 2025.

General Availability (rest of the world): We will begin rolling out early March 2025 and expect to complete by late March 2025.

[How this will affect your organization:]

Live chat will be available in all Microsoft 365 Business plans (Business Basic, Business Standard and Business Premium). Global admins and Teams admins will be able to configure the feature through the Teams Admin app (available in the Teams App Store). Other users in the organization will not see this functionality in Teams until you enable it.

Live chat features include:

• Customer chat integration in Teams: Website visitors can engage on the website and chat with the business team natively in Teams chat and channels
• Tailored for small businesses: Simplified features that address small business needs, including:
  • Collecting website visitor contact information
  • Connecting visitors to an available user in Teams chat by auto-assigning
  • Reassigning or closing conversations right from Teams chat
  • Posting customer requests and associated transcripts in Teams Channel
  • Dashboard with all customer requests for a given timeframe
• Get started easily with a simplified out-of-the-box experience in the Teams Admin app

This feature will be off by default and available for admins to configure.

Boost your customer service with a live chat widget:

Give your customers a way to reach out for help:

Talk to your customers directly in Teams:

Track all your requests in one place:

[What you need to do to prepare:]

Learn about this new functionality in Teams and determine if Live chat is right for your organization. (Page will be updated before rollout.)

This rollout will happen automatically by the specified date with no admin action required before the rollout. Review your current configuration to determine the impact for your organization. You may want to notify your users about this change and update any relevant documentation.