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HostGrap AI support agent
HostGrap AI is our support agent on live chat and WhatsApp. It answers at any hour, takes care of most common requests on its own, and connects you with the right team when something needs a person. Write in English, Sinhala, Singlish or Tamil.
What the AI agent can do
Read the full listInstant, 24/7 support
Always on, on live chat and WhatsApp. Write in English, Sinhala, Singlish or Tamil, or send a voice note or a screenshot of an error.
Account and billing
Finds your account with your support PIN or a service ID, checks invoices and due dates, and confirms a payment you have just made.
Website troubleshooting
Checks your website from our side (up, down, slow, SSL, DNS or errors) and explains the real cause and the next step in plain words.
Access and firewall
Unblocks your IP when our firewall blocks your site, cPanel, webmail or email, explains why, and turns on cPanel Terminal (SSH) when you need it.
Performance and resources
Shows whether your account is hitting its CPU, RAM or process limits, clears stuck processes, and advises on optimising or upgrading.
Domains
Helps you register a domain, including .lk details, checks and updates nameservers, and shows your domain's status and renewal date.
WhatsApp API and other services
Explains WhatsApp API, SMS Gateway, VPS and Business Email, and restarts your WhatsApp session when it drops.
Plans, pricing and policies
Suggests the right plan with the exact price, and answers questions on refunds, billing, acceptable use and our SLA.
Tickets and handover
Opens and tracks support tickets, and hands you to sales, technical or billing with a full summary so you don't repeat yourself.
How it works
Tell it what is wrong
Describe the problem in your own words, for example "my website is not loading".
Give your support PIN
The agent uses it to confirm the account is yours before it looks at anything.
It checks your services
It looks at your hosting and our server from our side to find the cause.
It fixes it, or brings in the team
Common problems are fixed in the chat. Anything else goes to our support team.
A real example: a website that will not load
A common reason a website stops loading for one person only is a firewall block. After several wrong passwords in cPanel, email or FTP, our server blocks that IP address to stop password guessing. The AI agent finds the block and removes it in a minute.
Where to find your support PIN
Sign in to your client area. Your support PIN is shown on your account. Share it only in a chat you started with HostGrap.
Open the client area
HostGrap AI agentOnline
Customer: Hi, my website example.com is not loading.
AI agent: I can check that for you. Please send your support PIN so I can confirm the account is yours.
Customer: Here it is: 482913
AI agent: Thanks, you're verified. example.com is working on our side. Please send me your IP address so I can check our firewall.
Customer: My IP is 203.0.113.25
AI agent: Found it. Your IP was blocked by our firewall after several failed cPanel logins. I've unblocked it, so your website should load again now.
Questions about the AI agent
Still have a question?Our team answers on WhatsApp and by phone.
Chat on WhatsAppIs the HostGrap AI agent available 24/7?
Yes. The AI agent answers at any hour, every day, including weekends and holidays. When a problem needs a person, it brings in our support team.
What is a support PIN and why does the agent ask for it?
A support PIN is a number on your HostGrap client area account. The AI agent asks for it before it looks at your services, so it can confirm the account is yours. Share it only in a chat you started with HostGrap.
Which languages does HostGrap AI understand?
You can write in English, Sinhala, Singlish or Tamil, and send voice notes or screenshots of an error. The AI understands them and replies clearly in English.
Why was my IP address blocked?
Our server firewall blocks an IP address after several failed logins to cPanel, email, FTP or SSH in a short time. This stops people from guessing passwords. A saved old password in an email app is a common cause. The AI agent can find the block, tell you why it happened and remove it.
My website is not loading. What should I do?
Start a chat with the AI agent and say your website is not loading. It asks for your support PIN, checks your hosting from our side and, if the site works for us, checks whether your IP is blocked by the firewall.
Can the AI agent fix every problem?
No. It fixes common problems such as firewall blocks and answers questions about plans, domains and DNS. Anything that needs a person goes to our support team.
Something not working right now?
Start a chat and the AI agent will check it for you.