Every customer message becomes a ticket. The AI tries to answer it first from your knowledge base; if it can’t, the ticket is handed to a person on your team — with the whole conversation and a suggested reply ready to go.
The AI answers first, automatically. A human only steps in when the AI escalates (it can’t answer confidently), or when a customer replies again on a ticket an agent already took over. Your agents’ own replies are always welcome — the AI never gets in their way.
A ticket’s life
New
AI answered
or
Needs a human
Pending
Resolved
| Stage | What it means |
|---|---|
| New | A customer just reached out; the AI is about to try. |
| AI answered | The AI replied from your knowledge base, with sources. |
| Needs a human | The AI couldn’t answer, so it routed the ticket to your team. |
| Pending | An agent has replied and is waiting on the customer. |
| Resolved | The issue is handled. Closed tickets drop off the open list. |
Handling a ticket in Teams
Every new inquiry posts an adaptive card to your support channel. You can reply right from the card, or open the ticket in the AB Support tab to see the full history, the AI’s suggested reply, and the customer’s past tickets.
- Read the card. A new inquiry posts to your channel with the customer, their question, and whether the AI already answered or it needs a human.
- Reply from the card. Type your reply and press Send reply — it reaches the customer on the channel they came in on (live in the chat widget, or by email).
- Or open it in the tab. Use Open in AB Support to work the ticket in full — reply, assign it to a teammate, and mark it Resolved.
Where does the customer see your reply? On the channel they came in on — live in the web chat, or by email for email and form tickets. See how customers reach you.
The more the AI can answer on its own, the less lands on your team — so keep its knowledge sources pointed at good, current content.