Using your AI agent to access xneelo Support
AI agents can help you manage your hosting services, troubleshoot issues and find answers to common questions. You can also use them to interact with xneelo’s existing support channels and request assistance on your behalf, provided they follow our security, authentication and authorisation requirements.
This article explains how AI agents can contact xneelo Support and what you need to know when using one on your behalf.
Requirements for using your AI agent
Before contacting xneelo Support, your AI agent must identify itself as an AI agent, use available self-service resources first and follow xneelo’s support and security procedures. Only give your agent the access and permissions it needs. Don’t share your xneelo password, two-factor authentication codes or other security credentials with your AI agent.
How your AI agent can access support
The support options available depend on how your AI agent accesses your xneelo account:
- Ask AI and live chat: Agents using an authenticated xneelo Control Panel session must start with Ask AI. If the query falls within our Scope of Support and can’t be resolved, the conversation may be transferred to a consultant through Live Chat. Agents using Ask AI on our public website can’t access Live Chat.
- Email support: Our existing email support processes remain unchanged. We will be able to provide information to an email address that is listed as authorised on your account.
- Telephone support: Our standard telephone support and verification procedures apply. Additional verification may be required before we disclose account information or assist with account-specific requests.
Important: You may need to take over from your AI agent when a request involves sensitive information or significant account or service changes.
Account access and authorisation
Your AI agent can access xneelo Support through your authenticated xneelo Control Panel session. However, this does not automatically authorise it to access sensitive information or make account changes.
Any account-specific change must be approved by you or another person with the appropriate account permissions. An AI agent can’t provide this approval, even when using an authenticated session.
Where necessary, we may verify your approval through a separate trusted channel or direct you to complete the change using the relevant self-service option.
Protecting our support services
We may monitor or restrict AI agent interactions to protect your account and our support services. If an agent poses a security risk or misuses our systems, we may request additional verification, redirect it to self-service options or limit or block its access. You or another authorised person can still contact Support directly, subject to our usual verification requirements.
Additional requirements for resellers
Resellers are responsible for ensuring their clients follow these requirements when using AI agents. Support requests must be submitted by the reseller on their clients’ behalf. For more information, please see our Terms of Service.
Note: As AI technology evolves, we’ll continue to adapt our approach to support AI-assisted interactions while maintaining account security and access to human support when needed.
