This page is a reference for Microsoft app reviewers and IT admins evaluating AB Support. It describes what the app does, how to exercise it end to end, and why each requested permission is needed. It is not part of the customer-facing help set.
In one line: AB Support is an AI-assisted customer-service app for Microsoft Teams. Customers reach a company through web chat, email, or a web form; each contact becomes a ticket that agents handle inside a Teams channel, with an AI drafting first answers from the company’s own knowledge sources.
End-to-end test path
- Install into a channel. Add AB Support to a Microsoft Teams channel and add it as a tab. The tab opens on the dashboard.
- Send a test inquiry. Use the web-chat widget (or submit the hosted form). An adaptive card posts to the channel and a ticket appears in the tab.
- Verify the AI answer. The bot replies in the widget from the configured knowledge sources.
- Reply as an agent. From the channel card or the ticket, send a reply; confirm it reaches the customer and the card updates to a read-only “replied” state.
- Assign and resolve. Assign the ticket to a member, then mark it resolved. See assigning tickets.
Why each permission is requested
| Permission | Why it’s needed |
|---|---|
| Teams bot messaging | Post inquiry cards to the channel and send/update agent replies. Core to the agent workflow. |
| Sign-in / read basic profile | Identify the signed-in agent so tickets can be assigned and per-agent metrics shown. |
| Mail read/send (admin-consented, tenant mailbox) | Turn email sent to the company’s own shared mailbox into tickets and send replies back from it. Only the mailbox the admin connects is accessed. See support email. |
Data isolation. Each desk’s tickets and customers are scoped to that desk and are not shared with other AB products or other desks. See who can see your data.
For the full customer-facing documentation, start at the AB Support overview.