Microsoft Teams live chat: the complete guide to website chat integration

What is Microsoft Teams live chat?

Microsoft Teams live chat connects your website's chat widget directly to Microsoft Teams. When a visitor starts a conversation on your website, it appears as a chat in Teams. Your agents respond from Teams, and the visitor sees the reply on your website. It's that simple. This integration eliminates the need for separate chat software and keeps all customer conversations in one familiar place.

Why integrate live chat with Microsoft Teams?

Most businesses already use Microsoft Teams for internal communication. Adding live chat to Teams means your team doesn't need to learn new software or monitor another dashboard. Agents can handle customer chats alongside their regular work conversations. This reduces response times because agents are already in Teams all day. Plus, you get enterprise-grade security and compliance built into every conversation.

Your team is already in Teams all day. Why make them switch to another app for customer chat?

Key benefits of Teams-integrated chat

The advantages go beyond convenience. With Teams live chat, you get presence-based routing—chats automatically go to available agents based on their Teams status. No more missed chats because someone was in a meeting. You also get seamless collaboration: agents can loop in colleagues, share files, or escalate issues without leaving Teams. And everything stays within your Microsoft 365 tenant, so your data never leaves your control.

Essential features to look for

Not all Teams chat integrations are equal. Look for solutions that offer intelligent routing based on Teams presence and skills. Real-time translation is crucial for international visitors. AI chatbot capabilities can handle common questions 24/7, even when agents are offline. Video chat options let you escalate text conversations to face-to-face meetings. And mobile support ensures agents can respond from Teams on their phone.

How to set up Teams live chat

Setting up Teams live chat with uWebChat takes about 3 minutes. First, install the uWebChat app from Microsoft AppSource into your Teams environment. Second, configure your chat groups and add agents—uWebChat uses your existing Teams users. Third, copy the widget code snippet to your website. That's it. No complex integrations, no IT projects, no external servers. Everything runs within Microsoft's secure infrastructure.

Routing chats to the right agents

Smart routing makes the difference between frustrated visitors and happy customers. Teams live chat can route based on agent skills (language, expertise, department), availability (Teams presence status), and workload (number of active chats). Serial routing tries agents one by one. Simultaneous routing alerts multiple agents at once. Round-robin distributes chats evenly. Choose the method that fits your team's workflow.

Beyond text: video and voice in Teams

Sometimes text chat isn't enough. With Teams integration, you can escalate any chat to a video call with one click. The visitor joins via their browser—no app download required. This is perfect for complex support issues, sales demos, or any conversation that benefits from face-to-face interaction. All within the same Teams interface your agents already use.

Security and compliance

For businesses in regulated industries, security isn't optional. Teams live chat keeps all data within your Microsoft 365 tenant. Conversations can be archived to OneDrive or SharePoint for compliance. You get the same enterprise security that protects your Teams data: encryption at rest and in transit, multi-factor authentication, and compliance with GDPR, HIPAA, and other regulations.

Getting started today

Ready to transform your customer communication? uWebChat is the leading Microsoft Teams live chat solution, trusted by businesses worldwide. Start with our free tier to experience the power of Teams-integrated chat. When you're ready, upgrade to unlock advanced features like AI chatbots, real-time translation, and custom branding. Your team will thank you—and so will your customers.