If your website still uses Microsoft Teams Live chat, replace or remove its widget before October 5, 2026. Microsoft says support ends that day: incoming chats will stop reaching Teams and embedded widgets will be hidden. Microsoft names Dynamics 365 Contact Center with Live Chat and Copilot Studio Contact Center AI solutions as possible alternatives, but neither is documented as a direct, feature-for-feature substitute for the small Teams widget. Choose based on your routing, staffing, automation, website, data, and licensing needs.
What happens to Teams Live chat, and when?
Teams Live chat was a website widget that let visitors contact a business, with support requests routed to staff working in Teams. Microsoft says new customers could no longer set it up beginning August 6, 2026. Support ends October 5, 2026. After that date, incoming chats will no longer reach Teams, and any widget left embedded on a website will be hidden and unable to start new conversations, escalations, or customer interactions. See Microsoft’s Teams Live chat retirement and setup guidance.
Before October 5, remove the widget from your website and tell the staff who handle those chats. In the embedded HTML, Microsoft says to find the script tag with the id chatbot and remove it. Leaving the code in place is not a migration plan: Microsoft says the widget will be hidden after retirement.
What happens to existing data?
The retirement itself does not delete existing customer data. Teams channels and associated List data remain subject to your Microsoft 365 retention and lifecycle policies. Review those policies and export anything you need to preserve independently; do not assume that keeping the historical records means the retired widget or its service will continue working.
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Which replacements does Microsoft identify?
Microsoft identifies two possible directions: Dynamics 365 Contact Center with Live Chat and Microsoft Copilot Studio Contact Center AI solutions. Microsoft advises organizations to evaluate the fit for their support, engagement, or contact-center needs. The retirement guidance does not claim either option is a like-for-like replacement for the smaller Teams widget.
Dynamics 365 Contact Center with Live Chat
Dynamics 365 Contact Center provides a configurable chat widget for a website or portal. Administrators configure a workstream that determines how conversations are routed to queues. The channel can connect customers to AI agents and service representatives; documented capabilities include passing chat transcripts and pre-conversation survey data to representatives, real-time translation, escalation to voice or video, and agent tools such as quick replies, consult, and transfer. Microsoft’s chat widget configuration guidance and channel capabilities documentation describe these features.
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Deployment involves adding generated widget code to the website’s HTML body or configuring the portal. The widget requires session and local storage in visitors’ browsers. Review Microsoft’s deployment instructions with whoever manages your site, particularly if you have consent rules or restrictions on browser storage.
Copilot Studio Contact Center AI solutions
Microsoft names Copilot Studio Contact Center AI solutions as another option, but the retirement page alone does not establish that this is equivalent to the Teams Live chat widget or specify the implementation details that matter to your organization. Ask Microsoft or your implementation partner to demonstrate the intended website experience, handoff to people, queueing, data flow, and licensing for your use case before selecting it.
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- 【The First 2.4GHz Frequency for Stable Communication up to 350M/1148FT(LOS)】Compared with the unstable 1.9GHz, you can experience the unparalleled stability and security of the 2.4GHz XTALK wireless intercom system. Fast connection response, no need to walk long distances to re-connect. XTALK X4 intercom headsets is perfectly suited for prestigious occasions such as wedding, church services, production, TV shows, filmmaking, live performances, and more.
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- 【Provide Crystal Clear Audio Quality for Group Calls】SYNCO Xtalk wireless communication headset intercom employs advanced AEC 150Hz-7KHz ultra-wideband noise reduction technology, which eliminates echoes, reverberation, and unnecessary ambient noise. It can accurately capture and highlight human voices even in noisy environments, ensuring clear and precise conversations.
- 【Exclusive 3.5mm Port Supports Real-time Monitoring】Through SYNCO XTALK X4, you can seamlessly communicate with your team while monitoring audio from devices like cameras and recorders. Perfect for field control personnel overcontroling the shooting process, catering to the needs of on-set commanders, directors, supervisors, and more.
How to compare candidates for your website
Write down how the current chat is used, then test each candidate against the same operating requirements. A feature list alone will not show whether conversations reach the right team, what happens after hours, or what context an agent receives.
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- Routing and coverage: Identify which team should receive each kind of conversation, how assignment works, and what visitors see outside staffed hours. Teams Live chat used availability-based assignment and defined business hours; Dynamics 365 documents workstream-based routing to queues. Confirm the actual routing and after-hours behavior of every candidate rather than assuming those models match.
- Automation and human handoff: Decide whether you need a human-only widget, an AI agent for common questions, or a combination. Specify the point at which a person must take over and which transcript or customer details should follow. Microsoft documents a Teams Copilot Studio bot handoff and transcript/context transfer in Dynamics 365, but that does not establish identical behavior across the products.
- Agent workflow and escalation: Check whether representatives need quick replies, consultation with colleagues, transfers, translation, or escalation from chat to voice or video. These capabilities are documented for the Dynamics 365 channel; verify which ones are available in the specific option and configuration you are considering.
- Website deployment: Confirm how the widget is embedded, which sites or domains it supports, what consent and browser storage it requires, and who will own code updates. For Dynamics 365, Microsoft documents a generated widget snippet and a requirement for session and local storage.
- Data and governance: Establish where conversation history is stored, how long it is retained, what can be exported, and which tenant retention policies apply. Include the historical Teams channels and Lists in your transition plan if you need to preserve their contents.
- Ecosystem, security, and cost: Check integration with your CRM, identity, support, analytics, and Microsoft 365 workflows, as well as your security and data requirements. Compare current licensing and total cost against your actual needs and staffing model. Microsoft’s cited retirement and product pages do not provide a current, like-for-like price or license comparison between the two named alternatives.
Plan the changeover before the deadline
- Inventory the widget: Find every website and portal where Teams Live chat is embedded, identify the code owner, and note which teams receive its conversations.
- Define the service you need: Record your queues, operating hours, escalation rules, desired automation, agent tools, data-retention needs, integrations, and website constraints.
- Shortlist and validate: Evaluate the Microsoft-named options and any other vendors your organization is considering against the same requirements. Confirm current licensing, total cost, service limits, security and data handling, export or migration options, and support expectations directly with each vendor. The available Microsoft documentation does not establish a universal winner or a comparative review of non-Microsoft services.
- Implement and test: Deploy the chosen widget, then test routing, after-hours behavior, AI-to-human handoff if used, transcript and context transfer, and the visitor experience on your actual site. For Dynamics 365, account for its session and local storage requirement.
- Remove and communicate: Before October 5, 2026, remove the Teams Live chat script tag identified by id
chatbotfrom every site and notify the staff who used the service. Separately preserve any historical information needed under your organization’s retention and export processes.
Questions to resolve with vendors
- How are chats classified and routed, and can we set different queues or business-hour rules?
- Can an AI agent hand a conversation to a person with its transcript and relevant context intact?
- What browser storage, cookie consent, domain, or site changes does deployment require?
- Where are transcripts and customer data stored, how are they retained, and what export options are available?
- Which integrations, agent tools, escalation channels, service limits, and support commitments are included in our proposed configuration?
- What are the current licenses and total costs for our expected staffing, traffic, and feature requirements?
Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
