AB Support

Routine support questions pile up while the ones that need a person wait in the same queue. AB Support is an AI customer service assistant that handles your front line, inside Microsoft Teams where your team already works.

Who it is for

AB Support suits small and mid-sized teams that answer customers without a dedicated helpdesk: software and SaaS companies, professional services firms, agencies, retailers, and any organisation already on Microsoft 365. It fits teams whose support volume is real but whose headcount is not, and those serving customers in several languages.

What it does

• Meets customers where they are. A chat widget on your website, your support inbox, a "Contact us" form, and WhatsApp or SMS all arrive as tickets in one place. Your customers never need Teams or an account.
• Answers from your knowledge base. Each desk has its own, and it can also read your AB Projects wikis and your public help content. The AI replies instantly and cites the article it used.
• Recognises returning customers. Every conversation is linked to a customer record, so their history is there before you start reading.
• Routes what it cannot resolve. Complex issues go to the right team with full context and reasoning attached.
• Replies in the customer's language, automatically.
• Hands off cleanly. Your agent receives the conversation history, the customer record, and a suggested reply to edit or discard.
• Works in Microsoft Teams, Outlook and a browser. Reply from a channel card, the Teams app, Outlook, or the web; assign an owner, and see what needs attention on the dashboard.
• Starts in seconds. Sign in with Microsoft 365 SSO. No extra tab, no separate account.

What you need

• A Microsoft 365 work or school account. Your team signs in with it. There is no separate AB Support account to create, no licence key, and no admin configuration before you start.
• Nothing from your customers. They reach you by web chat, email or a form, and never sign in or install anything.
• An included monthly allowance of 500 customer transactions and 50 AI credits, with no payment method required. A transaction is one inbound customer message or email; agent replies never consume one, and a manually written reply spends no credit. For more, the Usage Pack on Microsoft Marketplace adds 1,000 transactions and 200 AI credits a month, and packs stack.
• If you reach the limit, inbound messages keep arriving and nothing is lost. Replying pauses until you add a pack or the month resets.
• WhatsApp needs a one-time business verification with Meta before it can be switched on. Contact us and we will take you through it. Web chat, email, forms and SMS need no such step.

Getting started and support

Install the app, create a support desk from the Home tab, add an article or two to its knowledge base, then connect the channels you want tickets from. See the Help Center or contact support.

AI-generated content

AB Support uses AI to answer customer questions, route tickets, and draft replies for your agents. When the AI can ground an answer in the knowledge sources you configure, it replies to your customer directly, without a person reviewing it first. When it cannot, it routes the ticket to your team rather than guessing. Suggested replies are drafts; nothing reaches a customer unless the agent sends it. AI-generated content is clearly indicated in-app, and customers can rate each AI answer. You control what the AI can say by controlling its knowledge sources, and are responsible for their accuracy. To report objectionable AI-generated content, email support@actionbridge.io or contact us.