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 or the web app.
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, fill in Support address (send-from) — a shared mailbox like support@yourcompany.com — and Mailbox 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.
The section header flips from Not connected to Active once it’s working.
Email isn’t instant — it’s polled about every 5 minutes. If you send a test message and don’t see a ticket straight away, wait a few minutes before assuming something is broken. Web chat is live; email is not.
Once it arrives, it’s 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, the Teams tab, or the web app — 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. The recipient sees it come from your support address.
Only the mailbox you connect is accessed. Granting consent doesn’t open up other mailboxes in your tenant — AB Support reads and sends from the one address configured on this desk.
Email is one of five ways in — see how customers reach you.