We tore down our own product. And rebuilt it from scratch.

Why we rebuilt our live chat software from scratch

Microsoft Bot Framework v4 reached end-of-support. For most companies, that means patching, workarounds, and gradually accumulating technical debt. We took a different path. Instead of extending the life of aging architecture, we made the decision to start over. Not because the old live chat product was broken — it worked fine. But because we knew we could build a fundamentally better live chat solution for Teams.

Sometimes the best feature you can build is a solid foundation.

Seamless live chat migration — zero downtime

The most important thing: for our customers, nothing changed on the outside. The transition was seamless — same environment, zero downtime. But under the hood, there is an entirely new live chat and webchat platform. Live chat responses are noticeably faster thanks to an async-native architecture. And with 3,800+ automated tests, we ensured everything works exactly as expected.

Same environment, zero downtime. For our customers, nothing changed on the outside — but under the hood, there is an entirely new platform.

Modern webchat architecture: 35+ modular services

The old uWebChat was one monolithic codebase. uWebChat 2.0 consists of 35+ modular services, each with a clear responsibility. The architecture is channel-agnostic: the webchat widget, Microsoft Teams live chat, and WhatsApp all run on the same core. This means new channels and integrations can be added without rebuilding existing functionality. The modular design allows us to develop and ship rich new features and integrations at a rapid pace. It is a modern, scalable foundation built for the years ahead.

New live chat capabilities in uWebChat 2.0

The rebuild gave us the freedom to add capabilities that would have been impossible on the old architecture. Full WhatsApp integration with media support and automatic language detection. Real-time translation between agent and visitor in 68 languages — no plugins, no workarounds, built right into the core. And AI-powered live chat assistance that supports agents during conversations, suggesting responses and providing context.

WhatsApp integration for Microsoft Teams live chat

uWebChat 2.0 brings full WhatsApp Business integration. Your customers can reach you via WhatsApp, and your agents respond directly from Microsoft Teams — the same live chat for Teams experience they already know. Media support means customers can send photos, documents, and voice messages. Automatic language detection ensures the conversation starts in the right language from the first message.

Real-time translation for live chat in 68 languages

With real-time translation built into the core, language barriers disappear. An agent types in Dutch, the visitor reads it in Japanese. The visitor replies in Japanese, the agent reads it in Dutch. All in real time, all within the same conversation. No separate translation tools, no manual steps — it just works. Supporting 68 languages means you can serve customers worldwide without hiring multilingual agents.

AI-powered live chat assistance for agents

uWebChat 2.0 includes AI-powered live chat assistance that supports your agents during conversations. The AI suggests responses based on conversation context, helps find relevant information, and provides real-time guidance. This reduces response time, improves consistency, and helps new agents get up to speed faster. The AI assists — it does not replace. Your agents stay in control of every conversation.

The result: a complete live chat platform for Teams

uWebChat 2.0 is not just an update. It is a completely new live chat platform, designed for the way customer service works today and the way it will work tomorrow. Faster, more modular, more capable — and built on a foundation that allows us to add richer features and integrations at an unprecedented pace. Expect rapid innovation in the months ahead.