Scenario decision
Microsoft-stack depth or documented service operations
WebChat describes a visitor request as a post in the responsible Teams channel and an agent reply from the thread. Chat365’s Marketplace listing mentions acceptance, rejection, routing and mentions, plus retaining conversations in Teams.
These are vendor claims, not results from our own hands-on test. A symmetric proof of concept must show ownership, transfers, concurrent replies and mobile handling.
Documented differences
Compare what the current sources actually state
| Criterion | WebChat | Chat365 |
|---|---|---|
| Agent workflow | channel post and thread reply documented | Teams-based acceptance, routing and mentions in Marketplace |
| Website chat | widget routed to a configured channel | website and web-app chat |
| Service operation | routing to Teams channels | service hours and offline answers explicitly mentioned |
| Media | social-messaging channels claimed | files, screenshots and meetings explicitly mentioned |
| User logic | per channel with unlimited users per channel claimed | unlimited team members and conversations claimed |
| Numeric price | not independently verified | not found publicly in the reviewed source |
Selection rules
Which candidate should enter the proof first?
- WebChat first: Entra SSO, Power Platform or WhatsApp, Instagram and TikTok are part of the target design.
- Chat365 first: service hours, offline replies, screenshots, files or meetings are mandatory.
- Test both: agents must handle website chat in Teams without a separate day-to-day inbox.
- Choose another category: voice, workforce management and contact-centre reporting are core requirements.
Procurement control
Use identical tasks and quote assumptions
- 01
Same routes
Send sales, support and escalation from the same three widget entry points.
- 02
Same load
Test concurrent chats, agent transfer, offline service and Teams Mobile.
- 03
Same quote
Request identical channels, sites, languages, agents, messages and add-ons.
- 04
Same governance
Ask for DPA, hosting, retention, roles, export and support evidence.