*For this entry exists the more relevant or more recent entry MC1288532
check before: 2026-04-01
Product:
Teams
Platform:
Online, Web, World tenant
Status:
Change type:
Admin impact, Feature update, Updated message, User impact
Links:
Details:
Summary:
Microsoft Teams' Live chat will be renamed to Customer Connect starting mid-May 2026, completing by end of May. This is a name change only; functionality, settings, and data handling remain unchanged. Existing teams won't be renamed, but new ones post-change will use Customer Connect. No action required.
Details:
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) and expect to complete the rollout by the end of May 2026.
Change Category:
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Scope:
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Release Phase:
Created:
2026-04-22
updated:
2026-05-07
Task Type
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Docu to Check
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MS How does it affect me
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MS Preperations
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summary for non-techies**
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Direct effects for Operations**
Please, look at the most relevant linked item for details
explanation for non-techies**
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change history
| Date | Property | old | new |
| 2026-05-07 | MC Messages | [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. | 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) and expect to complete the rollout by the end of May 2026. |
| 2026-05-07 | MC Title | Microsoft Teams: Live chat will be renamed to Customer Connect | (Updated) Microsoft Teams: Live chat will be renamed to Customer Connect |
| 2026-05-07 | MC Last Updated | 04/22/2026 00:50:55 | 2026-05-06T18:31:30Z |
| 2026-05-07 | MC MessageTagNames | Feature update, User impact, Admin impact | Updated message, Feature update, User impact, Admin impact |
| 2026-05-07 | MC Summary | Microsoft Teams will rename Live chat to Customer Connect starting late April 2026, completing by May 2026. This is a name change only, with no functional or configuration changes. Existing teams remain unchanged; new users will see Customer Connect. No action is required, but updating documentation is recommended. | Microsoft Teams' Live chat will be renamed to Customer Connect starting mid-May 2026, completing by end of May. This is a name change only; functionality, settings, and data handling remain unchanged. Existing teams won't be renamed, but new ones post-change will use Customer Connect. No action required. |
Last updated 1 week ago ago
