The AB Support bot is the app’s presence in Microsoft Teams chat. It is for your team — ask it a question and it answers from your desk’s knowledge base, check tickets without opening a tab, and point new escalations at a channel.
Ask it a question
Type a question in plain language — no command, no particular phrasing. The bot answers it from this desk’s knowledge sources and lists what it used underneath, so you can open the article the answer came from.
You
Can a customer skip a single delivery?
AB Support
Yes — a delivery can be skipped from the subscription page up to two days before it ships…
Sources: Managing your subscription
This is the fastest way to check what your own knowledge base actually says before you answer a customer in your own words — and the fastest way to find out that it says nothing.
Asking the bot something never creates a ticket, and no customer sees it. It is a read of your knowledge base, nothing more.
The commands
A handful of words are read as commands rather than questions:
| You type | What happens |
|---|---|
hi · hello |
A greeting, pointing you at help. Works in English and Japanese. |
help |
A card with what the bot does, how to set a desk up, every command, and a button that opens AB Support. |
open tickets |
The desk’s unresolved tickets. |
my tickets |
The tickets assigned to you. |
register |
Makes the current channel the one escalations post to. Channels only — see below. |
| anything else | Treated as a question and answered from the knowledge base, as above. |
Commands aren’t case-sensitive, and trailing punctuation is ignored — Help? and help are the same thing. tickets is short for open tickets, and mine for my tickets.
Where to talk to it
In personal chat
Open the AB Support chat and type the command or question on its own — just help, nothing else needed.
In a channel
Mention it first: @AB Support help, or @AB Support does the trial auto-renew? Without the mention the bot never sees the message, which is Teams’ rule, not ours.
help work on a brand-new install, with no desk and without signing in to the tabs first. If you ask for tickets before you have a desk, it replies with a card explaining how to create one rather than an error.Which desk the bot answers about
The bot works on one desk at a time — both for tickets and for the knowledge it answers from — and it decides which without asking you:
- In a channel that has an AB Support tab, it uses that channel’s desk. This is the unambiguous case.
- Anywhere else — personal chat, or a channel with no tab — it falls back to the first desk you belong to.
open tickets may quietly report on a desk you weren’t thinking of — and a question may be answered from the wrong desk’s knowledge base. When it matters, ask in the channel whose tab holds the desk you mean, or use the desk’s ticket queue, which always shows the desk you opened.Sending escalations to a channel
When the AI can’t answer a customer, it routes the ticket and posts a card so your team sees it without watching the queue. That card needs a channel to land in.
A desk created from a Teams channel already has one. A standalone desk doesn’t, and register is how you give it one:
- Go to the channel you want the cards to appear in, and make sure AB Support is installed there.
- Send
@AB Support register. The bot confirms: “Registered this channel for AB Support notifications — escalations will land here.”
Run it in a personal chat and it will tell you to run it in a channel instead, because there is no channel to register.
register is not the same as adding the tab. Adding the AB Support tab to a channel creates a desk for that channel. register only says where an existing desk’s cards should go. And because the bot picks the desk the same way as everywhere else, if you run several desks the tab is the route that leaves no doubt which one you connected.Replying from a card
The cards the bot posts aren’t just notifications. Each one carries the customer, their question, and whether the AI already answered — and a reply box, so an agent can answer from the channel without opening the app at all. See how a ticket works.