The AB Support bot is the app’s presence in Microsoft Teams chat. It is for your team — a quick way to check tickets without opening a tab, and how new escalations reach your channel.
The commands
| 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 | “Sorry, I didn’t understand that. Type help to see all the commands I can work with.” |
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 on its own — just help, nothing else needed.
In a channel
@mention it first: @AB Support help. Without the mention the bot never sees the message, which is Teams’ rule, not ours.
help, and anything it doesn’t recognise all 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, 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. When it matters, use the desk’s ticket queue instead — it 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.