Remove and Re-Add Live Chat to Teams

If are having issues with not receiving live chats correctly, you can remove then re-add live chat from your Microsoft Teams account. If you don't see the channels you expect to see in the Teams Chat routing, removing and re-adding the Live Chat app to Teams typically resolves this issue. The trick is to completely remove the app itself from the team versus just removing the Live Chat app tab in the channel. This forces a re-provision on the teams side which corrects any events or security issues in the set up.

1. First remove the Live Chat App from the Team

Select your 3 horizontal dots next to your team after you hover on a Team Name in the Teams and Channels section, then choose the Apps tab at the top. Select the 3 horizontal dots icon on the right,Choose to delete the app here. This will completely remove the app from this particular team. You can do this for each Team you're having issues with.

Remove App from Teams

2. Remove the app from your personal workspace

Next, you can remove the Live Chat app from your Workspace in the left side of teams. Click the 3 horizontal dots to show which additional apps you have, then right click on the Live Chat App and select Uninstall.

Apps Tab in Microsoft Teams to Manage Apps

Next, add the Live Chat app back to your Teams tab and your personal account. First add the Live Chat tab by selecting the plus icon at the top of the channel you want to receive the chats on, then select Apps, then search for Live Chat.

Add the Live Chat App to Teams

Click Add or Open on the following screen.
Confirm the App to Add You can pick a Channel to add to if you are adding from the Apps section in the left side bar.

Choose the Channel to add the App to Finally click Save to complete the Live Chat tab re-install.

Save the app settings

Select the Live Chat tab and you should see an Inbox where your messages will be sent.

View the Teams Chat Inbox

Finally, add the personal Live Chat app to your Teams Workspace: Modify your Chat Settings and Routing

That's it! Now you should see the new Team and Channel that you added in the Live Chat Settings tab shown above in the Route Chats to Microsoft Team and Channel field. If you still don't see the channel, verify that you've added the Live Chat app to a public team in Teams. API's cannot send messages to private teams using the Teams APIs.