On Friday, 6 November, our platform was unable to retrieve authentication tokens from Microsoft's Framework service, which powers the web chat. During this time, website visitors who tried to start a web chat may have seen the chat window stay on a loading screen. These chats could not be started and did not reach agents.
Our configuration had not changed, and the behavior points to a change on Microsoft's side. We have opened a support ticket with Microsoft.
Since Monday, 9 November 09:00CET, a workaround is in place that retrieves the token through an alternative supported method, and the web chat is working normally again. We are monitoring the situation and will post an update once Microsoft has resolved the underlying issue.
If you still experience problems with the web chat, please contact your ROGER365 partner.
Posted Nov 09, 2026 - 10:59 CET
This incident affects: ROGER365.io Social Messaging (Webchat).