How Customers Reach You: Web Chat, Email & Forms

Customers reach your support desk three ways — an embeddable web chat widget, your support email inbox, and a “Contact us” web form. Every one of them becomes a ticket your team handles in Microsoft Teams.

The three channels

Web chat

A chat bubble you add to your website with one <script> tag. The AI replies in the widget; an agent’s reply shows up there too. See the web chat widget.

Support email

Mail sent to your support address — a shared mailbox like support@yourcompany.com — becomes a ticket; replies go back to the sender by email. See support email.

Web form

A hosted “Contact us” form (or your own form posting to AB Support). The reply is emailed to the address the visitor left. See web forms.

Quick reference

ChannelHow it reaches youHow replies go back
Web chatChat widget embedded on your siteLive, in the widget
EmailYour support mailboxBy email to the sender
Web formHosted or your own “Contact us” formBy email to the submitter

You turn each channel on from your desk’s Settings — the web-chat embed snippet, the support mailbox, and the hosted form link all live there.

Published on 2026-07-13
Version 2
AB Support web chat email web forms channels customer service

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