Getting Help with the AI Support Assistant
The AI Support Assistant is a smart chat tool that can answer questions about your hosting, help you find knowledge base articles, and even create support tickets — all in real time. It's available in two ways: a floating chat bubble on most pages, and a full-screen chat experience for logged-in clients.
Two Ways to Access the Assistant
| Method | Where | Login Required? |
|---|---|---|
| Chat Bubble | Floating blue circle in the bottom-right corner of most pages | No |
| Full Chat Page | /chat.php | Yes |
Using the Chat Bubble
- Look for the blue chat icon in the bottom-right corner of the page.
- Click it to open the chat window.
- Type your question in the text field and press Enter (or click the send button).
- The assistant will respond with an answer and may include links to relevant knowledge base articles.
When you first open the bubble, you'll see a set of quick action buttons for common questions — click any of them to get started quickly:
- "How do I access cPanel?"
- "Reset email password"
- "Set up WordPress"
- "SSL certificate help"
[Screenshot: Chat bubble widget open, showing a sample conversation with AI responses and a related KB article link]
Using the Full Chat Page
For a richer experience, visit /chat.php after logging in. The full chat page includes a sidebar with extra features.
Sidebar — My Services
Your active hosting services are listed in the sidebar. Click any service to set it as context — a banner appears above the chat showing which service you're discussing. The assistant will then tailor its answers to that specific service, using details like your domain name, hosting plan, billing cycle, and renewal date.
To clear the context, click the X on the context banner.
Sidebar — Recent Tickets
Your recent support tickets are listed below your services. Use the search field to filter by ticket number or subject. Click any ticket to open it in a new tab.
Sidebar — Suggested Articles
As the assistant references knowledge base articles during your conversation, they appear in this section for easy access.
[Screenshot: Full chat page showing sidebar with services list, a selected service context banner, and the chat area]
What the Assistant Can Help With
- Technical questions — cPanel, FTP, DNS, SSL, email setup, WordPress, backups
- Account information — service status, renewal dates, billing details (when a service is selected)
- Troubleshooting — error messages, connection issues, performance problems
- Finding articles — searches our knowledge base and returns relevant guides
- Getting support — helps you create a ticket if you need human assistance
Creating a Support Ticket from Chat
If you need to escalate to a human agent, you can create a support ticket directly from the chat:
- Click the Open Ticket button in the chat header.
- Select a department from the dropdown.
- Enter a subject and message describing your issue.
- Optionally, check "Include chat transcript" to attach your conversation history to the ticket. This gives the support agent full context of what you've already discussed.
- Click Create Ticket.
Once created, the ticket number and a link to view it will appear in the chat. The ticket also shows up in your sidebar's recent tickets list.
[Screenshot: Ticket creation modal showing department dropdown, subject/message fields, and the "Include chat transcript" checkbox]
Starting a New Conversation
On the full chat page, click the New Chat button in the header to clear the current conversation and start fresh with a clean session.
In the bubble widget, refreshing the page starts a new session automatically.
Tips for Getting Better Answers
- Be specific — "How do I set up email forwarding in cPanel?" works better than "email help".
- Select your service — On the full chat page, clicking a service in the sidebar gives the assistant context about your specific account.
- Include error details — If you're troubleshooting, mention the exact error message, error code, or what you see on screen.
- Use the quick actions — The suggested buttons on first load cover the most common questions and are a great starting point.
- Ask one question at a time — The assistant handles focused questions more accurately than long, multi-part requests.
- Click article links — When the assistant shares knowledge base links, click them for full step-by-step guides with screenshots.
Frequently Asked Questions
Is the AI assistant available 24/7?Yes. The assistant is available around the clock, every day of the year.
Does the assistant remember my previous conversations?The assistant remembers messages within your current session. Starting a new chat or clearing your browser cookies begins a fresh conversation.
Can the assistant make changes to my account?No. The assistant can answer questions and help you find information, but it cannot make account changes. For modifications to billing, passwords, or services, please contact support.
I'm not getting helpful answers. What should I do?Try rephrasing your question with more detail. If the assistant still can't help, use the Open Ticket button to create a support ticket and a team member will follow up.
Still Need Help?
The AI assistant is a great first stop, but our support team is always here for you. Open a support ticket any time you need personal assistance.
