{"id":48930,"date":"2026-11-11T15:25:46","date_gmt":"2026-11-11T13:25:46","guid":{"rendered":"https:\/\/xneelo.co.za\/help-centre\/?p=48930"},"modified":"2026-11-11T15:26:37","modified_gmt":"2026-11-11T13:26:37","slug":"using-your-ai-agent-to-access-xneelo-support","status":"publish","type":"post","link":"https:\/\/xneelo.co.za\/help-centre\/control-panel\/using-your-ai-agent-to-access-xneelo-support\/","title":{"rendered":"Using your AI agent to access xneelo Support"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">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\u2019s existing support channels and request assistance on your behalf, provided they follow our security, authentication and authorisation requirements.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This article explains how AI agents can contact xneelo Support and what you need to know when using one on your behalf.<\/span><\/p>\n<p><a href=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2026\/11\/AI-agents-accessing-support-1.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2026\/11\/AI-agents-accessing-support-1-1024x768.png\" alt=\"\" width=\"640\" height=\"480\" class=\"alignnone size-large wp-image-48933\" srcset=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2026\/11\/AI-agents-accessing-support-1-1024x768.png 1024w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2026\/11\/AI-agents-accessing-support-1-300x225.png 300w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2026\/11\/AI-agents-accessing-support-1-768x576.png 768w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2026\/11\/AI-agents-accessing-support-1.png 1152w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<h3><span style=\"font-size: 18pt;\"><b>Requirements for using your AI agent<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Before contacting xneelo Support, your AI agent must identify itself as an AI agent, use available self-service resources first and follow xneelo\u2019s support and security procedures. Only give your agent the access and permissions it needs. Don\u2019t share your xneelo password, two-factor authentication codes or other security credentials with your AI agent.<\/span><\/p>\n<h3><span style=\"font-size: 18pt;\"><b>How your AI agent can access support<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The support options available depend on how your AI agent accesses your xneelo account:<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b>Ask AI and live chat<\/b><span style=\"font-weight: 400;\">: Agents using an authenticated xneelo Control Panel session must start with Ask AI. If the query falls within our Scope of Support and can\u2019t be resolved, the conversation may be transferred to a consultant through Live Chat. Agents using Ask AI on our public website can\u2019t access Live Chat.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>Email support<\/b><span style=\"font-weight: 400;\">: 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.\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>Telephone support<\/b><span style=\"font-weight: 400;\">: Our standard telephone support and verification procedures apply. Additional verification may be required before we disclose account information or assist with account-specific requests.<\/span><\/li>\n<\/ul>\n<p><b>Important: <\/b><span style=\"font-weight: 400;\">You may need to take over from your AI agent when a request involves sensitive information or significant account or service changes.<\/span><\/p>\n<h3><span style=\"font-size: 18pt;\"><b>Account access and authorisation<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Any account-specific change must be approved by you or another person with the appropriate account permissions. An AI agent can\u2019t provide this approval, even when using an authenticated session.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h3><span style=\"font-size: 18pt;\"><b>Protecting our support services<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h3><span style=\"font-size: 18pt;\"><b>Additional requirements for resellers<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">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\u2019 behalf. For more information, please see our <\/span><a href=\"https:\/\/xneelo.co.za\/legal\/specific-terms-and-conditions\/#h-8-ai-assisted-services\"><span style=\"font-weight: 400;\">Terms of Service<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n","protected":false,"plain":"<span >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\u2019s existing support channels and request assistance on your behalf, provided they follow our security, authentication and authorisation requirements.<\/span>\r\n\r\n<span >This article explains how AI agents can contact xneelo Support and what you need to know when using one on your behalf.<\/span>\r\n\r\n<a href=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2026\/11\/AI-agents-accessing-support-1.png\"><img src=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2026\/11\/AI-agents-accessing-support-1-1024x768.png\" alt=\"\" width=\"640\" height=\"480\" class=\"alignnone size-large wp-image-48933\" \/><\/a>\r\n<h3><span ><b>Requirements for using your AI agent<\/b><\/span><\/h3>\r\n<span >Before contacting xneelo Support, your AI agent must identify itself as an AI agent, use available self-service resources first and follow xneelo\u2019s support and security procedures. Only give your agent the access and permissions it needs. Don\u2019t share your xneelo password, two-factor authentication codes or other security credentials with your AI agent.<\/span>\r\n<h3><span ><b>How your AI agent can access support<\/b><\/span><\/h3>\r\n<span >The support options available depend on how your AI agent accesses your xneelo account:<\/span>\r\n<ul>\r\n \t<li aria-level=\"1\"><b>Ask AI and live chat<\/b><span >: Agents using an authenticated xneelo Control Panel session must start with Ask AI. If the query falls within our Scope of Support and can\u2019t be resolved, the conversation may be transferred to a consultant through Live Chat. Agents using Ask AI on our public website can\u2019t access Live Chat.<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li aria-level=\"1\"><b>Email support<\/b><span >: 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.\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li aria-level=\"1\"><b>Telephone support<\/b><span >: Our standard telephone support and verification procedures apply. Additional verification may be required before we disclose account information or assist with account-specific requests.<\/span><\/li>\r\n<\/ul>\r\n<b>Important: <\/b><span >You may need to take over from your AI agent when a request involves sensitive information or significant account or service changes.<\/span>\r\n<h3><span ><b>Account access and authorisation<\/b><\/span><\/h3>\r\n<span >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.<\/span>\r\n\r\n<span >Any account-specific change must be approved by you or another person with the appropriate account permissions. An AI agent can\u2019t provide this approval, even when using an authenticated session.<\/span>\r\n\r\n<span >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.<\/span>\r\n<h3><span ><b>Protecting our support services<\/b><\/span><\/h3>\r\n<span >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.<\/span>\r\n<h3><span ><b>Additional requirements for resellers<\/b><\/span><\/h3>\r\n<span >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\u2019 behalf. For more information, please see our <\/span><a href=\"https:\/\/xneelo.co.za\/legal\/specific-terms-and-conditions\/#h-8-ai-assisted-services\"><span >Terms of Service<\/span><\/a><span >.<\/span>"},"excerpt":{"rendered":"<p>This article explains how AI agents can contact xneelo Support and what you need to know when using one on your behalf.<\/p>\n","protected":false},"author":45,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"lsx_disable_title":"0","_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[16598],"tags":[24762,24765,24774,24771,24777,24768,20183],"topics":[],"class_list":["post-48930","post","type-post","status-publish","format-standard","hentry","category-control-panel","tag-ai-agent","tag-ask-ai","tag-live-chat","tag-self-service-support","tag-support-portal","tag-xneelo-support","tag-authentication"],"acf":[],"additional_meta":{"category_title":[{"term_id":16598,"name":"Control panel","slug":"control-panel","term_group":0,"term_taxonomy_id":16598,"taxonomy":"category","description":"<i><span style=\"font-weight: 400\">Our new control panel is secure and simple, with you at the heart of our technology.<\/span><\/i>","parent":0,"count":162,"filter":"raw","term_order":"3","cat_ID":16598,"category_count":162,"category_description":"<i><span style=\"font-weight: 400\">Our new control panel is secure and simple, with you at the heart of our technology.<\/span><\/i>","cat_name":"Control panel","category_nicename":"control-panel","category_parent":0}],"tag_title":[{"term_id":24762,"name":"AI agent","slug":"ai-agent","term_group":0,"term_taxonomy_id":24762,"taxonomy":"post_tag","description":"","parent":0,"count":1,"filter":"raw","term_order":"0"},{"term_id":24765,"name":"Ask AI","slug":"ask-ai","term_group":0,"term_taxonomy_id":24765,"taxonomy":"post_tag","description":"","parent":0,"count":1,"filter":"raw","term_order":"0"},{"term_id":24774,"name":"Live Chat","slug":"live-chat","term_group":0,"term_taxonomy_id":24774,"taxonomy":"post_tag","description":"","parent":0,"count":1,"filter":"raw","term_order":"0"},{"term_id":24771,"name":"self-service support","slug":"self-service-support","term_group":0,"term_taxonomy_id":24771,"taxonomy":"post_tag","description":"","parent":0,"count":1,"filter":"raw","term_order":"0"},{"term_id":24777,"name":"support portal","slug":"support-portal","term_group":0,"term_taxonomy_id":24777,"taxonomy":"post_tag","description":"","parent":0,"count":1,"filter":"raw","term_order":"0"},{"term_id":24768,"name":"xneelo support","slug":"xneelo-support","term_group":0,"term_taxonomy_id":24768,"taxonomy":"post_tag","description":"","parent":0,"count":1,"filter":"raw","term_order":"0"},{"term_id":20183,"name":"authentication","slug":"authentication","term_group":0,"term_taxonomy_id":20183,"taxonomy":"post_tag","description":"","parent":0,"count":3,"filter":"raw","term_order":"1506"}]},"featured_image_src":null,"author_info":{"display_name":"Robyn Bubb","author_link":"https:\/\/xneelo.co.za\/help-centre\/author\/robyn-bubb\/","author_avatar":"https:\/\/secure.gravatar.com\/avatar\/6749c5f8e4f0e3b2473a2c285c3a5a60c6b342ea69328bd2d347943aba3e44c3?s=96&d=mm&r=g"},"_links":{"self":[{"href":"https:\/\/xneelo.co.za\/help-centre\/wp-json\/wp\/v2\/posts\/48930","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/xneelo.co.za\/help-centre\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/xneelo.co.za\/help-centre\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/xneelo.co.za\/help-centre\/wp-json\/wp\/v2\/users\/45"}],"replies":[{"embeddable":true,"href":"https:\/\/xneelo.co.za\/help-centre\/wp-json\/wp\/v2\/comments?post=48930"}],"version-history":[{"count":0,"href":"https:\/\/xneelo.co.za\/help-centre\/wp-json\/wp\/v2\/posts\/48930\/revisions"}],"wp:attachment":[{"href":"https:\/\/xneelo.co.za\/help-centre\/wp-json\/wp\/v2\/media?parent=48930"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/xneelo.co.za\/help-centre\/wp-json\/wp\/v2\/categories?post=48930"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/xneelo.co.za\/help-centre\/wp-json\/wp\/v2\/tags?post=48930"},{"taxonomy":"topics","embeddable":true,"href":"https:\/\/xneelo.co.za\/help-centre\/wp-json\/wp\/v2\/topics?post=48930"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}