Help & Support
Find guides, tips, and answers to get the most out of AB. Browse by topic or search for what you need.
Customer Satisfaction Surveys
After a ticket is resolved, AB Support can ask the customer how the support went — a 1–5 score and an optional comment, by email and in the chat widget. How to send one by hand or automatically, what customers see, and how to read CSAT on the dashboard.
Where an Escalated Ticket Goes
When the AI can't answer, it routes the ticket to CS, Tech or Product with a one-line reason and a draft reply. What routing is, what it isn't, and why a routed ticket still needs someone to claim it.
Task Dependencies: Blocked By and Blocks
How task dependencies work in AB Projects: add predecessors from the task that is waiting, read the automatic Blocks mirror, understand why an unmet predecessor warns rather than blocks, and how an AI assistant can set dependencies over MCP.
Importing and Exporting Leads (CSV)
Bring leads into AB Sales from a CSV file or export your whole lead list — including labels, funnel stage, and AI research. Covers the template, duplicate detection, and which columns import.
The Web Chat Widget
The AB Support web chat widget — a chat bubble you embed with one script tag. How to add it, preview it, its options, the 11 languages it speaks, how to brand it with your own colour and launcher icon, and what visitors see.
AB Support Settings
Two things are called settings in AB Support: your personal settings (language, timezone, ticket digest) and a desk's admin-only settings (its name and icon, members, channels, statuses, knowledge sources, and its desk ID), reached from the gear inside the desk.
My Pipeline and the Workspace Dashboard
AB Sales has two overview screens — My Pipeline (your personal cross-workspace cockpit in the Home tab) and the per-workspace Dashboard. What each shows.
Leads: Capturing and Qualifying Prospects
A Lead is a prospect you haven't yet established a relationship with. This article covers the status pipeline (New, Information filled, Contacted, Qualified, Disqualified), how the AI Get URL button works, and how leads get created — typed in, imported from CSV, or sent from your own website form or API.
Images or Files Won't Upload
Image won't upload in AB Projects? Uploads are images embedded via the editor (comments, descriptions) and the profile/project icon pickers — icons are capped at 2 MB — stored in AB's own cloud storage, not OneDrive/SharePoint. Check format, size, session, and network.
Editing Your Profile and Icon
How to change your AB Projects display name, profile photo, language, and timezone in the Settings tab. Your profile starts as a copy of your Microsoft 365 identity, then is edited independently inside AB Projects.
Commenting with Mentions in Channels
How task comments and their Microsoft Teams thread stay in sync — every comment posts to the channel, and any reply in the task's thread comes back as a comment once the team is on AB Projects 2.4.0 — and how the Mention in Teams notification picker controls who gets pinged.
Using Tabs for Task Management
Manage tasks from the AB Projects channel tab in Microsoft Teams: List, Gantt, and Kanban views, creating tasks, the slide-in detail panel, comments with mentions, remembered filters, and how every change is logged with a reason and posted to the channel.
Managing Project Settings
A tour of the AB Projects project settings page: identity, members, Teams channel notification toggles, GitHub integration, task workflow options, the Teams link, ownership transfer, leaving, and the unlink-before-delete rule.
Task Comments and Mentions
Add task comments in AB Projects, use rich-text formatting, mention project members in Teams notifications, and review or manage the resulting discussion.