AI Datasource – Manage AI Features & Preferences
HelloSend AI helps your team provide faster and more consistent responses by using information about your business, products, services, policies, and support processes. By adding relevant knowledge to HelloSend, Zeno AI can understand your business context and use that information when responding to customer questions.
The Data Source section acts as the knowledge base for Zeno . You can upload documents, manually add questions and answers, connect your website, or import Help Center articles. Once your knowledge sources are added, you can use the Playground to test how Zeno responds before allowing it to handle customer conversations.
Supported Integrations
Supported Integrations
Supported Channels
Enable AI in HelloSend
Before adding knowledge sources, you need to enable AI for your HelloSend account .
- Log in to your HelloSend account.
- Go to Settings .
- Select AI from the settings menu.
- Turn on the AI settings for your account.
Once AI is enabled, the AI option appears in the main HelloSend sidebar. Click AI to open the AI configuration page, where you can manage your AI settings. Inside this section, you'll find two key areas: Data Source, which allows you to add and manage the knowledge Zeno uses to answer customer queries, and Playground, where you can test AI responses using your configured knowledge before deploying them in live conversations.
- Data Source – Add and manage the information Zeno can use to answer customer questions.
- Playground – Test Zeno's responses using the knowledge you have added.
Configure Your AI Data Source
Go to AI > Data Source to manage the knowledge that Zeno uses when responding to customer queries. The Data Source serves as your AI knowledge base, allowing Zeno to understand your business and generate accurate, context-aware responses instead of generic ones. To improve response quality, add reliable and up-to-date information such as your products and services, pricing, FAQs, setup guides, troubleshooting steps, company policies, support procedures, business hours, and other customer-facing documentation.
- Your products and services
- Pricing and plans
- Frequently asked questions
- Product setup instructions
- Troubleshooting guides
- Company policies
- Support procedures
- Business hours
- Return or cancellation policies
- Customer onboarding information
To add a new knowledge source, click Add More Knowledge. HelloSend offers multiple ways to provide information to Zeno, allowing you to build a comprehensive knowledge base. You can upload documents, manually create custom Q&A, add content from your website, or import Help Center articles, ensuring Zeno has the information it needs to deliver accurate and relevant responses to customer queries.
Upload Documents
Select Upload Documents if your business knowledge is already available in files. You can upload documents containing product information, FAQs, user guides, support documentation, company policies, troubleshooting instructions, and other business-related content. HelloSend processes the uploaded files and adds them to Zeno's knowledge base, enabling it to generate accurate and context-aware responses. Supported file formats include PDF, DOC, DOCX, TXT, CSV, and other compatible document types.
- PDF, DOC, DOCX, TXT, CSV , and other supported document formats.
To upload a document:
- Go to AI > Data Source .
- Click Add More Knowledge .
- Select Upload Documents .
- Choose the document you want to upload from your device.
- Upload the file.
After the upload is complete, HelloSend processes the document and adds its content to Zeno's knowledge base. Once the processing is finished, Zeno can use the information from the document to answer relevant customer questions with accurate and context-aware responses. For the best results, upload documents that are clear, accurate, and up to date, and avoid adding multiple documents with conflicting information, as inconsistent content may affect the quality and reliability of Zeno's responses.
Add Knowledge Manually
Select Add Manually if you want to create custom knowledge by entering specific questions and answers directly into Zeno's knowledge base. This option is ideal for frequently asked customer questions where you want Zeno to provide a consistent and predefined response. You can manually add information such as product details, pricing, business hours, company policies, troubleshooting steps, or any other important information that customers commonly request. For example, you can create a question like "What are your support hours?" and provide the exact answer you want Zeno to return.
Question: What are your support hours?
Answer: Our support team is available Monday to Friday from 9:00 AM to 6:00 PM.
To add knowledge manually:
- Go to AI > Data Source .
- Click Add More Knowledge .
- Select Add Manually .
- Enter the question or topic .
- Enter the corresponding answer or information .
- Save the knowledge entry.
You can create multiple Q&A entries to cover a wide range of customer questions, including product information, pricing, company policies, troubleshooting steps, support procedures, and other frequently asked topics. Manually adding knowledge ensures Zeno provides consistent, accurate, and controlled responses, making it ideal for scenarios where you want every customer to receive the same approved answer.
Add Knowledge Using a Website URL
If your website already contains useful product, service, or support information, you can provide the website URL as a knowledge source.
To add a website:
- Go to AI > Data Source .
- Click Add More Knowledge .
- Select Website URL .
- Enter the website or webpage URL containing the information you want Zeno to learn from.
- Submit the URL.
HelloSend automatically fetches the available content from the provided website and adds it to Zeno's AI knowledge base, eliminating the need to manually copy information that already exists on your website. For the best results, use webpages that contain clear, text-based content such as product descriptions, FAQs, user guides, documentation, company policies, and service details. Whenever you update important information on your website, ensure your AI knowledge source is refreshed so Zeno continues to provide accurate, relevant, and up-to-date responses to customer queries.
Import Help Center Articles
If your organization already has a Help Center or knowledge base, you can import those articles directly into HelloSend instead of recreating them manually. This enables Zeno to learn from your existing support documentation and use it to answer customer questions with accurate and consistent responses. Importing articles is an efficient way to leverage your current knowledge base and keep your AI aligned with your published support content. To begin, follow the steps below.
- Go to AI > Data Source .
- Click Add More Knowledge .
- Select Import Articles .
- Choose the available Help Center articles you want to use.
- Import the selected content.
Once imported, the selected articles are added to Zeno's knowledge base, allowing the AI to use your existing documentation when answering customer questions. This feature is especially valuable for businesses that already maintain detailed FAQs, troubleshooting guides, setup instructions, user manuals, or product documentation. By reusing your Help Center content, you can quickly build a comprehensive AI knowledge base without manually recreating the same information, while ensuring customers receive consistent and accurate responses.
Manage Your Knowledge Sources
As your business changes, the information available to Zeno should also be kept current .
Review your Data Source regularly, especially when there are changes to:
- Pricing
- Product features
- Subscription plans
- Company policies
- Support procedures
- Product setup steps
- Business hours
- Contact information
- Frequently asked questions
Keeping your knowledge sources accurate and up to date helps Zeno deliver reliable, relevant, and consistent responses to customer queries. When adding or updating content, use clear, simple, and well-structured language so the AI can better understand your information and generate accurate, context-aware answers. Regularly reviewing your knowledge base also ensures customers always receive the latest information about your products, services, and policies.
Test Your Knowledge in Playground
After adding your knowledge sources, use the Playground to check how Zeno understands and responds to the information.
Go to:
- AI > Playground
The Playground lets you interact with Zeno by asking questions just as your customers would. This allows you to verify that the AI understands your knowledge sources and provides accurate, relevant responses before using it in live conversations. For example, if you've uploaded documentation about your pricing plans, you can ask questions like the ones below to test how Zeno responds.
- What plans do you offer?
- How much does the monthly plan cost?
- Can I cancel my subscription?
- Do you offer a free trial?
Zeno generates responses using the information available in your Data Source, helping you verify that your knowledge has been processed correctly. Before enabling AI for customer conversations, it's recommended to test different queries in the Playground to ensure the responses are accurate, relevant, and aligned with your business information. Follow the steps below to test Zeno.
- Open AI > Playground .
- Enter a customer-style question.
- Submit the question.
- Review Zeno's response.
- Try different variations of the same question.
- Confirm that the response is accurate and relevant .
Testing different question formats is important because customers may ask the same question in several different ways.
For example:
- What are your business hours?
- When are you open?
- What time does your support team work?
Testing these variations helps you verify that Zeno can find and use the correct information.
Improve Responses Using Playground Results
If Zeno provides an incomplete or incorrect response while testing, review your Data Source .
You may need to:
- Add more detailed information.
- Rewrite unclear content.
- Add a manual Q&A.
- Upload updated documentation.
- Remove outdated information.
- Provide additional context for a particular topic.
After updating your knowledge source, return to the Playground and test the same question again to verify that Zeno provides the expected response. Repeating this process whenever you add or modify content helps continuously improve the accuracy, relevance, and consistency of Zeno's answers before they are used in live customer conversations.
Best Practices for AI Data Sources
To achieve the best results with Zeno, keep your knowledge base focused, accurate, and well maintained. Use up-to-date information, organize your documents clearly, and avoid uploading duplicate or conflicting content. Whenever possible, provide complete and detailed answers instead of short or ambiguous statements so Zeno can generate more accurate responses. It's also a good practice to test common customer questions in the Playground after adding or updating knowledge, allowing you to identify gaps, refine your content, and ensure customers receive reliable and consistent answers.
Benefits of Using AI Data Sources
Using Data Sources in HelloSend helps Zeno understand your business and respond using information that is relevant to your customers.
Key benefits include:
- Business-specific responses – Zeno answers questions based on your own products, services, policies, and documentation.
- Faster customer support – Common customer questions can be answered immediately without waiting for a team member.
- Consistent answers – Customers receive responses based on the same approved source of information.
- Reduced repetitive work – Your team spends less time answering frequently asked questions.
- Multiple knowledge options – Add information using documents, manual Q&A, websites, or existing Help Center articles.
- Easy testing – Use Playground to verify responses before relying on the AI in customer conversations.
- Scalable knowledge management – Add new information as your products and business grow.
- Better customer experience – Customers can receive faster and more relevant answers to common questions.
Conclusion
The HelloSend AI Data Source gives Zeno the knowledge it needs to understand your business and provide meaningful responses to your customers. By combining documents, manual Q&A, website content, and Help Center articles , you can create a centralized knowledge base tailored to your organization.
After adding your knowledge, always use the Playground to test different customer questions and verify the responses. Regularly reviewing and updating your Data Source will help keep Zeno's answers accurate, relevant, and aligned with your latest business information.
