WebChat features: what is documented and what still needs verification

Core capability

Route the website conversation into the right Teams channel

A configured channel can represent a site, language, team, product or campaign. The vendor describes the incoming request as a Teams channel post and the agent’s response as a reply in its thread.

That is a deeper workflow claim than a Teams notification or an external inbox embedded in a tab, and it should be verified with a complete round trip.

Sources: 2, 3, 4

Website widget

Configuration and visitor capture

• asynchronous script using an individual channel ID
• colours, backgrounds, text colour and custom font
• widget title, greeting and sender identity
• quick-reply buttons
• start form with documented prefill and hidden-field options
• typing indicator, inactivity behaviour and backend live test

Sources: 4, 5

Inbound channels

Website, WhatsApp, Instagram and TikTok

The vendor’s current product page names all four. Release documentation records WhatsApp Business and Instagram additions, while the setup guide explains business-account prerequisites for relevant Meta channels.

Each channel still carries separate platform, privacy and cost implications. Inclusion in a WebChat plan does not automatically remove Meta, messaging or telephony charges.

Sources: 1, 5, 4

Power Platform and AI

Composable Microsoft workflows rather than one closed bot

The Marketplace and vendor material describe Power Platform triggers and actions for CRM, ERP or helpdesk data. The setup guide gives a detailed example using a Microsoft Foundry agent controlled through Power Automate, including escalation and agent-state changes.

This flexibility carries work and cost: Power Automate Premium, Azure pay-as-you-go, permissions, monitoring, knowledge maintenance and human handoff belong in total cost.

Sources: 1, 2, 4, 5

Identity and administration

Entra SSO and Teams membership—with a separate configuration backend

The Marketplace listing names Entra SSO and no separate agent-user management; Teams membership controls agent access in the described model. Additional administrators are configured in the WebChat backend and, according to the guide, must belong to the channel.

DPA, subprocessors, hosting locations, log retention and deletion workflows remain procurement questions in our independent review.

Sources: 2, 4

Deliberately not promised

Open verification items

• current numeric pricing and exact trial conditions
• blanket GDPR compliance or EU-hosting guarantees
• specific SLA and support response times
• complete reporting and analytics matrix
• native Shopify, Gmail, Stripe, Slack or Zapier integrations
• independently measured performance and uptime