Support Info for Live Chat

Installing and Setting Up Live Chat for Microsoft Teams

Live Chat for Microsoft Teams lets you talk with visitors on your website directly from inside Teams. Once installed, you can connect your website chat widget to any team or channel so that incoming chats appear as messages in Teams—no additional software required.

Step 1: Add the Live Chat App in Microsoft Teams

  1. Open Microsoft Teams and go to the left sidebar.
  2. Click Apps and search for Live Chat by Social Intents.
  3. Select the app and click Add.
  4. After installing, choose whether to add it for you (personal) or for a team or channel.

Step 2: Connect Your Social Intents Account

  1. After adding the app, open it from the left sidebar in Teams.
  2. Click Sign in / Connect Account.
  3. Once connected, you’ll see your chat widgets and team routing options.

Step 3: Map Chats to Your Teams Channel

  1. Got the Live Chat app within the Teams left sidebar.
  2. Click on the Live Chat Settings tab at the top.
  3. Select your channel to route to then click Save.
  4. New website chat requests will now post directly to that Teams channel so you can reply instantly.

Step 4: Add the Chat Widget to Your Website

  1. Copy the JavaScript snippet shown under Install Code.
  2. Paste it right before the closing </body> tag on every page where you want live chat to appear.
  3. Publish or redeploy your site.

Step 5: Test a Live Chat

  1. Visit your website in a new browser window.
  2. Open the chat widget and send a test message.
  3. Confirm that the chat appears in your selected Teams channel.
  4. Reply from the Live Chat console in Teams, your response should appear instantly on the website widget.

Troubleshooting Tips

  • Chats aren’t showing up in Teams: Recheck that your widget is mapped to the correct team and channel in the Integrations tab.
  • Seeing “Sign in required”: Make sure you’re signed in to the same Microsoft account that added the Live Chat app.
  • Still stuck? Email support@socialintents.com and include your account email.

FAQs

  • Can I connect multiple websites? Yes — create separate chat widgets for each site and route them to different Teams channels.
  • Do I need admin approval? Your Microsoft 365 administrator may need to approve the Live Chat app before installation in some tenants.
  • Is the chat secure? Yes — all messages are encrypted in transit and never stored on your website.

Need Help?

Our support team is here for you. Contact us at support@socialintents.com or visit help.socialintents.com.