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Updated May 6, 2026: We have updated the timeline. Thank you for your patience.
Introduction
Live chat in Microsoft Teams enables small and medium businesses to connect with customers through a chat widget embedded on their websites. Website visitors can chat directly with business employees, who receive and manage these conversations in Teams. Transcripts from live chats are stored in a central team and channel, which organizations can use for ticket management and follow‑up.
To better align the feature name with how customers use it, Microsoft will rename Live chat to Customer Connect. This is a name change only; there are no functional or behavioral changes.
When this will happen
General Availability (Worldwide): We will begin rolling out this change in mid-May 2026 (previously late April 2026April) and expect to complete the rollout by the end of May 2026.
How this affects your organization
Who is affected
What will happen
Learn more: Set up and manage live chat | Microsoft Teams | Microsoft Learn
What you can do to prepare
No action is required.
You may consider updating internal documentation or informing helpdesk and support staff of the new Customer Connect name to reduce potential confusion.
Compliance considerations
No compliance considerations identified. Review as appropriate for your organization.
Introduction
Live chat in Microsoft Teams enables small and medium businesses to connect with customers through a chat widget embedded on their websites. Website visitors can chat directly with business employees, who receive and manage these conversations in Teams. Transcripts from live chats are stored in a central team and channel, which organizations can use for ticket management and follow‑up.
To better align the feature name with how customers use it, Microsoft will rename Live chat to Customer Connect. This is a name change only; there are no functional or behavioral changes.
When this will happen
General Availability (Worldwide): We will begin rolling out this change in late April 2026 and expect to complete the rollout by the end of May 2026.
How this affects your organization
Who is affected
What will happen
Learn more: Set up and manage live chat | Microsoft Teams | Microsoft Learn
What you can do to prepare
No action is required.
You may consider updating internal documentation or informing helpdesk and support staff of the new Customer Connect name to reduce potential confusion.
Compliance considerations
No compliance considerations identified. Review as appropriate for your organization.