Connect your support mailbox and email becomes tickets: a message to your support address opens (or continues) a ticket, and replies go back to the sender by email — all handled from Teams.
Email needs a one-time admin consent. A Microsoft 365 admin (someone who can approve apps for your organization) grants AB Support permission to read the mailbox and send replies. Until that’s done, no email tickets flow.
Setting it up
- Enter the mailbox. In Settings → Support email, set your support address (a shared mailbox like support@yourcompany.com) and its login (UPN).
- Grant admin consent. Click Grant admin consent — a Microsoft 365 admin signs in once to approve reading and sending mail.
- Enable inbound and save. Tick Enable inbound email → tickets, then Save.
New mail is checked about every five minutes. It arrives as a ticket the AI answers or routes, just like chat — see how a ticket works.
How threading works
Replies on the same email thread append to the same ticket rather than opening a new one, and a message that’s already been read isn’t added twice. Agent replies — from the inquiry card or the tab — are sent from your support mailbox back to the customer.
Mail is sent via Microsoft Graph (Microsoft 365’s built-in API for mail) from a mailbox in your own tenant (your company’s Microsoft 365 account) — not a third-party relay.
Email is one of three ways in — see how customers reach you.