Two different things are called “settings” in AB Support, and mixing them up is the usual snag. There are your personal settings (a tab that’s just yours) and a desk’s settings (admin-only, reached from inside the desk). This page covers both — mostly the desk kind.
Your personal settings
Open the personal settings tab and you’re looking at preferences that are yours alone, applied across the AB apps — not tied to any one desk:
- Profile — your name and sign-in, pulled from your Microsoft account.
- Language — the language the interface shows to you.
- Timezone — so times and schedules read correctly for you.
- Ticket digest — pick the weekdays and times to get an email summary of your open tickets, so you don’t have to keep the tab open to stay on top of them.
A dedicated guide to the personal settings tab is on the way; the essentials are above.
Desk settings (admin-only)
Everything else on this page is a desk’s settings — the setup for one support desk: the ways customers reach it, and what the AI answers from.
Where to find them
You reach desk settings from inside the desk — the gear icon in the inbox’s top corner. (There used to be a per-desk gear on the Desks list; that’s gone. Open the desk first, then its gear.)
What you configure
| Section | What it does |
|---|---|
| Web chat | Copy the embed snippet for your website, or regenerate the widget key. See the web chat widget. |
| Web forms | Link the hosted “Contact us” form, or get the endpoint to POST your own form to. See web forms. |
| Support email | Connect a shared mailbox (an inbox several people read, like support@yourcompany.com) so mail can be read and replies sent from it. See support email. |
| WhatsApp & SMS | Connect WhatsApp and SMS numbers so customers can message the desk (see below). |
| Ticket statuses | Customize the statuses this desk uses — each desk sets its own. |
| Knowledge sources | Choose what the AI answers from. See knowledge sources. |
| Members | See who’s on the desk and manage their roles (see below). |
Members & roles
The Members list shows everyone on the desk with a role:
- Owner — runs the desk and grants or revokes Admin from the Members list.
- Admin — can change desk settings and manage shared saved filters.
- Agent — works tickets.
WhatsApp & SMS
A desk can connect WhatsApp and SMS numbers — through Vonage (our messaging provider) — so a customer can text or WhatsApp the desk and it becomes a ticket, threaded like any other. When an agent replies, it goes back to the customer on the same channel. Numbers are set up here in desk settings; from the customer’s side it’s just another way to reach you.