Microsoft Teams: Microsoft Teams live chat retirement

🚨 The Signal: Microsoft Teams live chat, used for website customer support, is being retired in October 2026. Organisations must plan to migrate to an alternative customer engagement solution, as the service will cease relaying messages.

The Impact

Organisations using Teams live chat are affected, with a low security risk as historical data remains accessible.

• IT Admins: Must identify and deploy a replacement live chat solution.
• Customer Service Teams: Will transition to a new platform for customer interactions.
• Security Teams: Review data handling for new customer engagement solutions.

The Action

1. Identify all websites currently using Microsoft Teams live chat for customer interactions.
2. Evaluate alternative customer engagement solutions that meet organisational security and compliance requirements.
3. Develop a migration plan to transition from Teams live chat to the chosen alternative before October 2026.
4. Communicate the change and new solution to affected customer service teams and website administrators.
5. Remove the Microsoft Teams live chat widget from all websites once the new solution is in place and tested.

Domain: Teams · Impact: low · Workload: Teams