Side-by-side
The operational differences
| Criterion | Microsoft Teams Live Chat / Customer Connect | WebChat |
|---|---|---|
| Status | Retirement reported for October 2026; public primary notice not yet located | Current third-party Marketplace app |
| Agent workflow | Microsoft documents automatic assignment and connection in Teams chat | Vendor describes channel post and thread reply |
| Supported users | Microsoft public setup page states up to 25 support users | Unlimited users per licensed channel claimed |
| Routing | Configured support users and business hours | Channels can map to site, language, department, product or campaign |
| Entry channels | Website widget | Website plus WhatsApp, Instagram and TikTok claimed |
| AI | Optional Copilot Studio chatbot documented | Own Foundry/Power Automate pattern documented |
| Commercial model | Included with specified Microsoft 365 Business subscriptions in setup docs | Per-channel model; numeric price still to verify |
| Identity | Microsoft 365/Teams administration | Entra SSO and Teams membership, plus configuration backend |
What remains familiar
Teams can remain the agent workspace
Both concepts aim to avoid forcing support staff into a completely separate customer-chat application. The important difference is the Teams location: Microsoft documents assignment into Teams chat, whereas WebChat describes channel-based posts and replies.
That channel model can improve shared visibility, but it also requires disciplined ownership, thread handling and notifications.
Do not assume parity
Rebuild requirements, not labels
- Recreate business hours, routing and ownership explicitly.
- Do not assume old conversation threads import into the new product.
- Reassess consent, privacy notice, CSP and retention for the new vendor path.
- Count channels, social integrations and Microsoft add-on licences in total cost.
- Test appointment booking separately; Microsoft added it shortly before the retirement report, while equivalent WebChat behaviour is not assumed.
Decision rule
When WebChat is the closest fit—and when it is not
- Choose a WebChat proof of concept when Teams channels, Entra and Power Platform are central to the operating model.
- Compare a broader live-chat platform when a dedicated inbox and multi-collaboration support matter more.
- Compare contact-centre products when voice, queues, recording or workforce capabilities are mandatory.
- Compare open-source options when self-hosting and code control outweigh turnkey Teams integration.
Proof before purchase
A seven-scenario replacement test
- 01
Correct route
Send each language and page type to the intended channel.
- 02
Human reply
Reply in the Teams thread and confirm delivery in the browser.
- 03
Handover
Transfer ownership and prevent duplicate answers.
- 04
Outside hours
Capture and acknowledge a message with no agent available.
- 05
History
Confirm what staff and visitors can see after reconnecting.
- 06
Mobile
Use both the visitor widget and Teams Mobile.
- 07
Failure
Block the script or network and verify the fallback contact path.