Start with the support problem
Hosting support crosses product pages, client panels and messaging channels. A customer may ask about a plan on your website, then return through a client account when something breaks. Without a shared history, agents spend their first reply asking for information the customer already provided. Frosvo brings the conversation into one workspace so the team can continue from the available context.
A workflow to put into practice
Step 1
Separate the website from the client panel
Add each website with its own widget branding and greeting. Use a public-site greeting for plan questions and a client-panel greeting for support. Filter the shared inbox by website so the team can see which experience the visitor came from. Decide who owns each queue before sending traffic to it.
Install the chat widget →Step 2
Bring account information beside the conversation
Use the account connector to show customer information from your own panel or shop beside the chat. Pass customer identity through the documented integration rather than treating a typed email address as proof of ownership. Agree which account changes require additional verification; a conversation alone should not authorise a sensitive change.
Explore the account connector →Step 3
Keep general guidance separate from account decisions
Teach the AI assistant from maintained setup and troubleshooting articles. Suitable starting topics include finding your nameservers or locating a documented control-panel setting. Keep refunds, ownership changes and service-specific diagnosis with the team when the available knowledge cannot establish the answer. Review answer sources and handovers before launch.
Prepare your AI support knowledge →Step 4
Give incidents and follow-up their own place
Use tickets for cases that need investigation after the live conversation ends. Publish verified incident information on a status page so customers can check a shared update. A status announcement explains the service situation; it does not replace following up on an individual customer's unresolved issue.
See status pages and incident updates →
Example: a DNS question becomes a technical case
Illustrative workflow to test with your own team.
- A visitor asks where to point a domain. The assistant uses your current nameserver guide and shows the source.
- The customer says the documented steps did not solve the issue. The conversation is handed to the team with its history.
- An agent checks the relevant account through the connector, verifies the customer and records what was checked in a private note.
- If further investigation is needed, the agent keeps the case as a ticket, assigns an owner and states the next update time.
Before you go live
- Test the public website and client-panel widgets separately.
- Verify which account fields agents may see and which actions require proof of ownership.
- Choose escalation owners for billing, abuse, migrations and service incidents.
- Test an out-of-hours conversation and email follow-up with your own mailbox.
- Keep nameserver, panel and plan articles current when your infrastructure changes.
What to measure after launch
- First reply time
- Review it by website and working hours so a quiet sales queue does not hide a busy technical queue.
- Unresolved follow-up
- Check cases still waiting for an owner or promised update; a closed chat is not evidence that the service issue was fixed.
- Knowledge gaps
- Review repeated questions and failed AI answers before adding more support articles.
Questions about this setup
Can the same team answer several hosting websites?
Yes. Each website has its own widget and branding, while the team answers from one inbox and can filter by site. Check your plan and additional-website charges before expanding.
Does the assistant have to handle account or billing changes?
No. Configure your instructions and handover rules around the work you want it to do. Use your own verification process for sensitive account actions and let a person handle exceptions.