Since 1.967.0, AB Support sees more of the conversation. Photos and voice notes customers send on WhatsApp now appear on the ticket. Every WhatsApp and SMS reply shows whether it was delivered, and a customer who writes back weeks later gets a fresh ticket instead of a closed one. The chat widget speaks eleven languages in your brand colour. AI assistants can draft replies over MCP, and dates follow your own time zone.
Photos, voice notes and files on WhatsApp
When a customer sends a photo, voice note, video or file on WhatsApp, it is kept with the ticket. Photos show in the conversation, voice notes and videos play in place, and anything else downloads. Files are stored privately and only open for members of the desk. A photo sent without any text goes straight to an agent, because the AI can’t see it.
Know whether your reply arrived
Replies sent over WhatsApp or SMS now show Sent, Delivered, Read or Not delivered under the message. A reply that doesn’t arrive is also written to the ticket’s history, so nobody assumes the customer has it.
Returning customers
- Within a week, the ticket reopens. If the customer writes again within 7 days of a ticket being resolved, it reopens, with the reason in its history. That is usually the same problem back.
- After that, a new ticket. It links to the earlier one (“follows #…”), so the history is a click away without being mistaken for the new problem. This applies to WhatsApp, SMS and email.
- Merge two customer records. When one person reached you by email and by WhatsApp and became two customers, merge them from the ticket. Their tickets move to the record you keep.
A chat widget that matches your site
- Eleven languages. The widget follows the visitor’s browser language, and Arabic reads right to left.
- Your brand colour. Set it once in desk Settings and the widget and the web form use it.
Working through the queue
- Next ticket. Resolve a ticket from the list and AB Support offers the next one. It never moves on by itself.
- Back means back. Closing a ticket returns you to where you were in the list, and Back from a ticket opened on Home returns to Home.
- Your time zone. Every date on the inbox, the ticket and desk Settings follows the time zone in your personal Settings.
AI assistants over MCP
The MCP server now has 55 tools (actionbridge.io/mcp).
- AB Support reply drafts. An assistant can draft a reply to a customer. It appears as the ticket’s suggested reply, and an agent sends it with Use this. Assistants still can’t send anything to a customer themselves.
- AB Projects statuses, types and environments. Add, rename, recolour and reorder the options a project’s tasks use.
The quiet fixes
- Search works again in AB Support tickets and AB Sales customers. A search failed with an error instead of returning results.
- Reminder email links open the app. “View all tasks” in AB Projects reminders, and the ticket links in AB Support digests, led to a missing page.
As always, AB Projects, AB Sales and AB Support update automatically — nothing to install. If anything looks off after the new version lands for you, the team is only a message away.