Import Your Help Center So Messello AI Can Answer

Import your help center so Messello AI answers from your real content. Every AI feature — drafts, auto-suggest, summaries, and the auto-reply bot — is grounded in the articles you import using retrieval (RAG). Without imported content, the AI has nothing to ground its answers in, so this is the first step to get accurate results.

Import from a URL or sitemap

1. Go to Account settings → AI in app.messello.com.
2. Open the Knowledge or Import section.
3. Paste your help center URL (or a sitemap URL to bring in many articles at once).
4. Start the import. Messello reads the pages and indexes them for the AI.
5. Confirm the imported articles appear in your knowledge list.

How grounding (RAG) works

When the AI drafts or auto-replies, it retrieves the most relevant passages from your imported articles and answers from those. This is why it doesn't invent facts — it's constrained to your content. If nothing relevant is found, it hands off to a human instead of guessing.

Tips for a good import

• Use a sitemap to import your whole help center in one step.
• Import public, up-to-date articles. Outdated pages lead to outdated answers.
• Re-import after major updates so the AI reflects your latest policies and pricing.
• Cover common questions. The more your top questions are documented, the more the AI can answer confidently.

No help center yet? Even a handful of clear articles on your most common questions dramatically improves AI answers.

Next steps

• Draft replies with AI (and auto-suggest)
• Set up the AI auto-reply bot
• Messello AI: what's included

Knowledge import and grounding are part of the ai_assist feature on Growth and Scale plans. See pricing.