Two different things are called “settings” in AB Support, and mixing them up is the usual snag. There are your personal settings (just yours) and a desk’s settings (admin-only, reached from inside the desk). This page covers both — mostly the desk kind.
Your personal settings
These are preferences that are yours alone, applied across the AB apps — not tied to any one desk:
- Profile — your name and sign-in, pulled from your Microsoft account and shared across every AB app.
- Language — the language the interface shows to you.
- Timezone — so times and schedules read correctly for you. It can auto-detect from your device.
- Ticket digest — pick the weekdays and times to get an email summary of your open tickets, so you don’t have to keep the tab open to stay on top of them.
See your personal settings for the detail.
Desk settings (admin-only)
Everything else on this page is a desk’s settings — the setup for one support desk: the ways customers reach it, and what the AI answers from.
Where to find them
You reach desk settings from inside the desk — the gear icon in the top corner, in Teams or in the web app. (There used to be a per-desk gear on the Desks list; that’s gone. Open the desk first, then its gear.)
What you configure
Each channel section shows its own state — Active or Not connected — so you can see at a glance what’s live.
| Section | What it does |
|---|---|
| Members | Who’s on this desk and their role (see below). |
| Web chat | Copy the embed snippet for your website, preview the widget, or regenerate the widget key — and upload your own PNG to replace the default chat bubble. See the web chat widget. |
| Web forms | Open the hosted “Contact us” form, or get the POST endpoint and JSON body to send your own form to. See web forms. |
| Support email | Connect a shared mailbox (an inbox several people read, like support@yourcompany.com): enter the send-from address and mailbox login, grant admin consent once, then save with inbound enabled. See support email. |
| WhatsApp & SMS | Enter the numbers assigned to this desk and enable inbound (see below). |
| Ticket statuses | Rename the statuses this desk uses or add your own, and set which category each belongs to. See how a ticket works. |
| Knowledge sources | Choose what the AI answers from — an AB wiki and public help content. See knowledge sources. |
Members & roles
The Members list shows everyone on the desk with a role:
- Owner — runs the desk and grants or revokes Admin from the Members list.
- Admin — can change desk settings and manage shared saved filters.
- Agent — works tickets.
Support email timing
Inbound mail is polled roughly every 5 minutes, so an emailed question won’t appear as a ticket the instant it’s sent. Web chat is live; email isn’t. Worth knowing before you go looking for a test message.
WhatsApp & SMS
A desk can connect WhatsApp and SMS numbers — through Vonage (our messaging provider) — so a customer can text or WhatsApp the desk and it becomes a ticket, threaded like any other. When an agent replies, it goes back to the customer on the same channel. Enter the numbers assigned to your desk; spaces and + are ignored, so type them however you like. Leave a field blank if you only use one of the two.