Forum Discussion

jeongsoo's avatar
jeongsoo
Copper Contributor
Feb 08, 2026

Is it expected that Teams Enterprise users cannot enable Teams Live Chat?

Our organization uses Partner Success Core Benefits and it includes:

  • Microsoft 365 Business Premium (without Teams)
  • Teams Enterprise

When I try to enable Live Chat in the Teams admin center, I get this message:

“You can't access this yet: At least one member of your org needs a MS 365 Business Basic, Standard, or Premium license to receive customer chats.”

But ironically, our employees are on Business Premium — just the “without Teams” version — plus Teams Enterprise.

 

To me, this combination feels like it should be more than enough to use something like Live Chat.
I might be missing something, but it’s strange that a higher‑tier Teams license (Teams Enterprise) doesn’t satisfy the requirement, while the entry‑level Business Basic does.

It leaves us in a situation where we seem to have all the right capabilities, but the system still blocks Live Chat activation because it doesn’t “recognize” the license combination.

Has anyone else experienced this?
Is this an expected limitation?
Is there an official explanation or roadmap from Microsoft about supporting the new “without Teams + Teams Enterprise” model for Live Chat?

I want to understand whether this is a temporary gap, a bug, or something intentional.
If this affects others too, maybe Microsoft could clarify or reconsider how Live Chat checks license eligibility.

Thanks in advance to anyone who can share their experience or insight.

License
live chat

2 Replies

  • jeongsoo's avatar
    jeongsoo
    Copper Contributor
    Feb 08, 2026

    I purchased one Microsoft 365 Business Basic license, and after assigning it, I was finally able to set up and use Teams Live Chat.

    However, I’m still not fully convinced why this is necessary. Our organization already has Teams “Enterprise” and Microsoft 365 Business Premium (even though it’s the without‑Teams version). It feels odd that I had to buy a Business Basic license — which isn’t even a Teams‑related plan — just to activate "Teams" Live Chat.

    I’m hoping Microsoft can clarify whether this behavior is intentional or a limitation that may be updated in the future.

    • ttauren's avatar
      ttauren
      Copper Contributor
      Feb 12, 2026

      Hi, we are facing the exact same issue. We just purchased the same Partner Success Core Benefits package. If I assign Business Premium without Teams and Teams Enterprise license to GA, I'm not able to config live chat. We still have "old" version Business Premium with Teams (which are expiring soon). If I assign this license, I can config live chat widget. And same issue when creating a team for requests. I can only add users with Business Premium and Teams license, not users with Business Premium (without Teams) + Teams Enterprise. This sounds quite odd really. Interested to hear also if this is a bug or expected behaviour...