AB Support is AI-assisted customer service for your team. Customers reach you by web chat, email, web form, WhatsApp, and SMS; each message becomes a ticket. The AI answers common questions from your own knowledge base — with cited sources — and hands anything it can’t resolve to a person on your team.
Tickets arrive from several channels and land in one queue. However a customer reaches you — chat, email, form, WhatsApp, or SMS — it becomes a ticket in a single list your team scans and works. Your customers never sign in to anything; that’s where your agents work. See how customers reach you.
Starting out
Everything in AB Support lives inside a desk — your workspace, with its own tickets, customers and settings. A new account has none, so the first thing to do is make one:
- Create a desk. On the Home tab, type a name and click Create a desk. Or add the AB Support tab to a Teams channel, which creates a desk for that channel.
- Give the AI something to answer from. Open the desk’s Knowledge base — the book icon — and write an article or two. See knowledge sources.
- Turn on a channel. The web chat widget is the quickest; email, forms, WhatsApp and SMS are in Settings.
The full walkthrough is in installing AB Support.
Where your team works
Teams, Outlook, or a browser — same desks, same tickets. Work AB Support from the app inside Microsoft Teams, from Outlook or the Microsoft 365 app, or sign in on the web at blz.actionbridge.io/web/hub and open AB Support alongside AB Projects and AB Sales. It’s one desk whichever you use — the same queue, the same settings, nothing to keep in sync. Sign-in is your Microsoft account everywhere.
How a ticket flows
Customer asks AI answers Escalated to an agent Resolved
A customer’s message becomes a ticket. The AI tries to answer it first; if it can’t, the ticket is routed to a team and handed to a person, who replies from Teams, Outlook or the web. See how a ticket works.
The pieces
Channels — how customers reach you: web chat, email, web form, WhatsApp, and SMS. Knowledge sources — what the AI answers from, and how to write it. Working the queue — scan, filter, and triage the ticket inbox. How a ticket works — the lifecycle, internal notes, and the activity timeline. Where an escalated ticket goes — the team label, the reason, and the draft reply. The AB Support bot — check tickets from Teams chat, and pick where escalations post. The dashboard — the numbers, and one click into the tickets behind them. Desk settings & roles — channels, mailbox, statuses, and members (admin-only). Your personal settings — language, timezone, and your ticket digest email. Desks — how separate support teams and inboxes are organized.
Who it’s for
- Support teams who already live in Microsoft Teams and don’t want a separate help-desk tool open all day.
- Teams with people who don’t use Teams much — they can work the same queue in Outlook or a browser instead.
- Small teams who want AI to handle the repetitive questions, so people only touch what genuinely needs them.
- Anyone whose “support inbox” today is a shared mailbox (an inbox several people read, like support@yourcompany.com) quietly piling up.
The goal isn’t to replace a full enterprise help desk — it’s to resolve the routine front line automatically, and hand your team the rest with everything they need to reply fast.