Answer Live Chats in Microsoft Teams
Answering your website Live Chats right in Microsoft Teams is easily. You can 2 primary options for answering chats and this really depends on how you want your team to manage the chats.
You can answer right the the Posts tab in your conversations using the Join Chat method, or you can click on the Open Chat Console to open the live chat right in a dedicated window optimized for live chat responses. We'd describe each option below.
Option 1: Reply to a chat right within your team conversation.
Once you add your live chat code snippet to your website, you can send a new live chat request to your team. You can also send a test chat from the Preview Chat page in your Chat Settings. Once a chat is started from the website visitor side, you'll see a live chat request notification come to your team channel similar to below:
Click on the 'Join Chat' button to accept the chat right in your conversation.
Then reply to the conversation making sure to mention '@live chat' in your reply so the messages are sent to our bot. You will have to make sure to mention every reply.
Option 2: Open the Live Chat console to chat from a dedicated chat page.
Most times it's easier to use this second option to answer chats in the Live Chat tab. You can view all live chat sessions here and toggle between your active chats.
Click on the 'Open Chat Console' button in the chat request to open the live chat console page.
Simply click on a chat row, then enter text in the chat message area to begin your chat.
Once you determine which of these approaches you'd like to take when answering the live chats in Teams, you can easily disable the buttons that you don't want to appear in the Live Chat Settings:
