Teams Live Chat Bot Customization

Question

How can I customize the customize the questions the Live chat bot uses to gather customer contact information? I will like to add a few qualifying questions so the customer is assigned to the right support personnel

Answer 1

Hi Seun Sodimu,

You customize Teams Live Chat bot questions in Dynamics 365 Customer Service (Omnichannel) and Copilot Studio.

Go to Customer Service Admin Center → Workstreams → Your Live Chat Workstream → Pre-chat survey Add or edit fields to collect contact and qualifying information.

Open Copilot Studio → Topics Add “Ask a question” nodes to collect additional details and store them in variables.

Configure Routing rules in the Workstream Use the collected fields/variables to route the chat to the correct queue or agent based on conditions (e.g., product, issue type, priority).

That’s how you customize questions and ensure customers are assigned to the right support personnel.

For Reference follow this doc:

Configure a preconversation survey

Thanks,

Karan Shewale.

---

If the response is helpful, please click "Accept Answer" and upvote it.

Answer 2

Hi Seun Sodimu,

Thank you for posting your question in the Microsoft Q&A forum.

Based on the current official documentation for Microsoft Teams Live chat (website widget), the built-in “Live chat bot” experience appears to support only limited customization. The doc explicitly mentions you can customize the widget logo and business name (which also creates a default greeting message), and you can customize the message shown when no one is available or when customers reach you outside service hours.

However, the documentation does not describe any capability to customize the bot’s contact‑info collection flow or to add additional qualifying questions that would drive routing to different support personnel. In other words, based on what’s publicly documented today, adding custom qualifying questions in the built-in Teams Live chat experience is not supported / not feasible.

If you must collect qualifying details and route customers based on their answers (for example, to the “right queue” or skill group), that typically requires a more contact-center style setup (for example, Copilot Studio handoff into Dynamics 365 Customer Service/Omnichannel), where the handoff can include conversation history and variables and is routed to the appropriate queue, but that path involves additional configuration and licensing beyond the lightweight Teams Live chat widget.

---

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 3

The default Teams live chat pre-chat questions aren’t deeply customizable out of the box.

If you’re using Dynamics 365 Customer Service / Omnichannel, you’ll need to edit the Pre-chat survey in the Chat widget configuration. That’s where you can:

• Add custom qualifying questions
• Make fields required
• Capture values (like product type, issue category, region, etc.)

Once captured, you can then use routing rules / workstreams to assign chats to the correct support queue or agent based on those answers.

If you’re using a basic Teams bot without Omnichannel, you’d need to modify the bot logic itself (via Power Virtual Agents / Copilot Studio) to add those qualifying questions before routing.