Help & Support
Find guides, tips, and answers to get the most out of AB. Browse by topic or search for what you need.
The Knowledge Base: the Sales Approach AI Drafts Follow
The AB Sales Knowledge base holds your sales approach, and AI drafts to leads follow the article you link: the lead's campaign's article, else the workspace default. Covers setting the default, the 4,000-character limit, links by path, the starter playbook, and the five MCP tools.
The Team Tab: Is the Team's Approach Working?
The Team tab on an AB Sales workspace's Dashboard: the verdict on the last 30 days, progress and pace against your goals, orders by product, lead sources and outreach, the funnel, what gets replies, and each person's own work. Why a dash means not measured, never zero.
Troubleshooting AB Talent
What the messages in AB Talent mean and how to fix them, from missing access and empty balances to candidate mail, the directory and calendar bookings.
Interviews and scorecards
Arrange interviews in AB Talent, understand how the panel grants access to a candidate, book meetings in Outlook, and write scorecards without seeing anyone else's first.
Reading an AI screening
How AB Talent's AI screening reports on each requirement, how the Match score is calculated, and why it never moves a candidate.
Roles and the careers page
Post a role in AB Talent, write requirements that last, work candidates through the pipeline, and publish the role to a public careers page.
The HR Help Desk
Employees ask HR questions in a personal Teams chat with AB Talent and get an answer from their own record and your company handbook, with sources, or the question goes to HR. What it can read, what HR sees, and how to set up the handbook safely.
Using AB in Microsoft 365 Copilot
AB Projects, AB Sales and AB Support each come with an agent for Microsoft 365 Copilot. How to open one, what to ask, why every change asks you to confirm first, and what to do when an agent seems to be missing something.
Outreach: Every Time You Reached a Lead, and When to Follow Up
Outreach records every time a lead was reached: emails from AB Sales record themselves, and you log web forms, outside emails, meetings and calls. Covers results and which ones end a campaign, the follow-up date suggested from a campaign, the Leads list columns and Follow-up due filter, and fixing a mistake.
Customer Satisfaction Surveys
After a ticket is resolved, AB Support can ask the customer how the support went — a 1–5 score and an optional comment, by email and in the chat widget. How to send one by hand or automatically, what customers see, and how to read CSAT on the dashboard.
Leads from Your Website Form or API
Point your website's download, demo or contact form at AB Sales and every submission becomes a lead — no sign-in, no backend. Covers the intake key, the HTML form snippet, the JSON API, what a repeat submission does, and what your visitor sees.
The AB Support Bot
The AB Support bot is for your team, not your customers — ask it a question and it answers from your desk's knowledge base with sources, check open tickets, see what is assigned to you, and pick the channel escalations land in.
Your Monthly Allowance: Transactions and AI Credits
AB Support meters two things each month — customer transactions and AI credits. What each one counts, where to watch what is left, the warning Home shows you at 80%, what happens when either runs out, and how Usage Packs add capacity.
Where an Escalated Ticket Goes
When the AI can't answer, it routes the ticket to CS, Tech or Product with a one-line reason and a draft reply. What routing is, what it isn't, and why a routed ticket still needs someone to claim it.
Campaigns: Multi-Step Email Sequences
A campaign is an ordered sequence of emails the Agent sends a lead over time, stopping the moment they reply. Covers entry filters, steps and wait days, priority, what ends a sequence (including answers recorded in Outreach), the confirmation before a campaign emails existing leads, and why nothing sends until a campaign exists.
Working the Ticket Queue
How to scan, filter, and work the AB Support ticket queue: new tickets appearing on their own, the inbox row signals, compact rows, long queues, quick filters and sort, saved filters, keyboard triage, Next ticket after resolving, and bulk actions.
AB Support Troubleshooting
Fixes for the most common AB Support snags — replies stopping altogether, no inquiry cards, email not syncing, the AI answering wrong, the web-chat widget not appearing, WhatsApp and SMS not arriving, and signing in on the web.
Installing AB Support
How to install AB Support from the Microsoft Teams store and create your first support desk — from the Home tab in seconds, or as a channel tab — then work that same desk in Teams, Outlook or a browser. Your customers never install anything.
Rating the AI's Answers
Customers can rate the AI's answers with a thumbs up or down; the score rolls up to a helpfulness percentage on your dashboard so you can track and improve answer quality.
Assigning Tickets to Your Team
How to assign a support ticket to a teammate so a real team can divide the work, and how a ticket passes from the AI, which holds it while it answers, to a person.
The AB Support Dashboard
A desk opens on an interactive dashboard — in Teams or the web app. Its metric tiles open the ticket list filtered to exactly those tickets, and its Who did the work section puts what the AI did beside what your team did. How to read every number.
Web Forms: Turning "Contact Us" into Tickets
A Contact us web form becomes a ticket; the reply is emailed to the visitor. Use the hosted form or POST your own to the endpoint — and note the mailbox it needs to reply.
The Web Chat Widget
The AB Support web chat widget — a chat bubble you embed with one script tag. How to add it, preview it, its options, the 11 languages it speaks, how to brand it with your own color and launcher icon, and what visitors see.
Knowledge Sources: How the AI Answers
The AI answers customers directly from the knowledge sources you point it at — this desk's own knowledge base, another workspace's wiki, or your own public help center — and cites them. It finds articles by meaning, so customers can ask in any language and still be answered from what you wrote.
AB Support Settings
Two things are called settings in AB Support: your personal settings (language, timezone, ticket digest) and a desk's admin-only settings (its name and icon, members, channels, statuses, knowledge sources, and its desk ID), reached from the gear inside the desk.
Support Desks: Your AB Support Workspace
A desk is your AB Support workspace — its own tickets, customers and settings, independent of AB Projects and AB Sales. The two ways to create one, how to choose, and how to open it from Teams, Outlook or the web.
How a Support Ticket Works
How an AB Support ticket works: the AI answers first and holds the ticket until it hands off to a human; plus the Needs a reply / Waiting on customer / Finished status categories, the suggested reply (including drafts from AI assistants), internal notes, the activity timeline, resolve reasons and Next ticket, and undelivered replies.
AB Support: Overview
AB Support is AI-assisted customer service your team works from Microsoft Teams, Outlook or a web browser — customers reach you by web chat, email, forms, WhatsApp and SMS; tickets land in one queue. The hub for every AB Support help page.
Sending Email from AB Sales
How AB Sales sends email — in plain terms. It sends from your own company mailbox through Microsoft 365, set up once by your admin. Covers the sending identity, choosing a mailbox, templates, campaigns, AI-drafted replies, and deliverability.
Agents: CRM Automation
The Agent is the automation engine that finds missing websites, extracts contact emails, sends your campaign emails, and drafts AI replies when leads respond — on a 5-minute timer, with strict verification, human review, and daily caps. This article covers each stage, how to pause, and how to opt out a single lead.
CRM Settings
Everything on the CRM Settings page — the workspace currency, the mailbox it sends from, the intake key for your website form and API, your products, goals you can measure (and why moving a goal's target needs a reason), the material the AI writes with, and your labels. Automation now lives on the Agents page.
Document Comments and Teams Notifications
Learn how to discuss project documents and how document creation and edits notify your linked Teams channel.
MCP Tools Reference
All 75 MCP tools ActionBridge gives AI assistants — ab_* for AB Projects (tasks with overdue counts, time logging, schedule, Documents with keyword search, project statuses and types), ab_crm_* for AB Sales (leads, labels, opportunities, activities, email, Knowledge base, products and goals), and ab_support_* for AB Support (tickets, triage, draft replies, and the knowledge base the desk's AI answers from) — plus the slash-command prompts, resource feeds, which tools need a license, and which writes post a Microsoft Teams card.
Why AB Projects Requires Microsoft Graph Permissions
Every permission AB Projects asks for, mapped to the feature it powers: organization-wide Microsoft Graph permissions an administrator consents to in Entra ID (mostly delegated), and the team permissions a team owner accepts per team, including the 2.4.0 one that lets thread replies sync to tasks.
Integration with Microsoft Teams and Adaptive Cards
How AB Projects and Microsoft Teams fit together as one system: the one-to-one channel–project link, the tab, Adaptive Card posts with two-way thread sync, the chip-picker mention model, and Microsoft SSO with channel-driven membership.
Adaptive Cards and Task Previews
What the Adaptive Cards AB Projects posts to your Teams channel actually show — priority, dates, a change diff, progress, badges, counts, and the Open button — when they're posted, and why replying under a card writes straight to the task.
Commenting with Mentions in Channels
How task comments and their Microsoft Teams thread stay in sync — every comment posts to the channel, and any reply in the task's thread comes back as a comment once the team is on AB Projects 2.4.0 — and how the Mention in Teams notification picker controls who gets pinged.