Settings is where you set a desk up: turn on the ways customers reach you, and point the AI at your knowledge. It’s the control panel for one desk.
Only a desk’s admins can change these settings. Everyone on the team can work tickets; the setup below is admin-only.
What you configure
| Section | What it does |
|---|---|
| Web chat | Copy the embed snippet for your website, or regenerate the widget key. |
| Web forms | Link the hosted “Contact us” form, or get the endpoint to POST your own form to. |
| Support email | Set your support mailbox and grant consent so mail can be read and replies sent from it. |
| Knowledge sources | Choose the wiki and help channel the AI answers from. |
The first three are the channels customers use — see how customers reach you. The last decides how much the AI can answer on its own — see knowledge sources.
Regenerating the widget key invalidates the old embed. If you regenerate it, update the key everywhere the chat widget or form snippet is pasted — otherwise those stop working.
You reach Settings from the desk’s inbox (the gear in the top corner), or from the AB Support personal app next to each desk.