Most AB Support snags come down to one of four things not being connected yet. Here’s how to spot which, and the fix for each.
Start in Settings. Almost every issue below is a channel that hasn’t been turned on or consented there. Open your desk’s Settings first — it’s usually a one-field fix.
No inquiry cards in the Teams channel
New inquiries should post an adaptive card to your channel. If they don’t:
- Make sure AB Support is installed in that channel (not just as a personal app), and the tab has been configured — see Installing AB Support.
- If it was working and stopped after a change, remove and re-add the app to the channel so the bot re-registers.
Email isn’t becoming tickets
- Confirm the support mailbox is connected and consented by an admin in support email — without that one-time consent, AB Support can’t read or send mail.
- Check you’re pointing at a shared mailbox your team owns, spelled exactly right.
The AI answers wrong or says “I don’t know”
- The AI only knows what’s in your knowledge sources. If it’s wrong or blank, add or fix the source article that should answer the question.
- Watch the helpfulness score — thumbs-down votes point straight at the gaps.
The web-chat bubble doesn’t appear on my site
- Check the embed snippet is on the page and its
data-keymatches the widget key in your web chat settings — a stale or mismatched key is the usual cause. - If you regenerated the key, update the snippet everywhere it’s embedded.
Still stuck? Re-check the matching channel article (channels overview) — each one lists exactly what has to be set for that channel to work.
Nine times out of ten it’s a connection that hasn’t been made yet — walk Settings top to bottom and the gap usually stands out.