Summary: Zoe is Zone's agentic orchestration layer. Customers will engage with Zoe AI agents, like Subscription Intelligence for ZoneBilling, AP Intelligence for ZoneCapture & ZoneApprovals, and Cash Intelligence for ZoneReconcile (launching in September). Use this article to find answers to frequently asked questions about Zoe AI agents.

Costs & Query Tracking

Is there a cost associated with Zone Control Center?

No, Zone Control Center is free to all customers with either ZoneBilling, ZoneCapture, or ZoneReconcile (in September).

Who can use Zone Control Center & Zoe AI Agents?

All customers with ZoneBilling, ZoneCapture, and ZoneReconcile are eligible to use Zone Control Center as this is included with their current contracts. Please see the install instructions to install the Zone Control Center bundle.

Zoe AI Agents are also available to the above customers with the exception of Pay-As-You-Go customers, who are ineligible to use Zoe, but may use Zone Control Center. The following Zoe AI Agents are being released in 2026:

Subscription Intelligence for ZoneBilling customers
AP Intelligence for ZoneCapture/Approval customers
Cash Intelligence for ZoneReconcile customers (coming in September)

Is there a cost associated with using Zoe AI Agents?

ZoneBilling, ZoneCapture/ZoneApprovals, and ZoneReconcile customers have access to Zoe AI agents within Zone Control Center. [Zone Control Center can be installed with a standalone bundle by a NetSuite administrator.]
All accounts are provisioned with 100 queries/month per account. Note that this includes all Zoe queries (Subscription Intelligence, AP Intelligence, and Cash Intelligence) for all account users. In other words, if a company’s billing team uses Subscription Intelligence 50 times in October and their AP team uses AP Intelligence 30 times in October, their total usage is 80 queries for the month of October.
Customers may elect to pay for a higher number of queries. If you are interested, reach out to your Zone account manager or submit a request here.
When the account reaches 50%, 80%, 90%, and 100%, customers using Zoe will be notified whether they are on the included tier or paying for more queries each month.
If you have questions about your own usage or your company’s use, please contact your administrator.

Are Zoe queries tracked for each customer or for the company?

The queries used for Zoe AI agents are tracked at the company level. All customers will be notified next time they use Zoe once their company has reached 50%, 80%, 90%, and 100% of their queries.

What counts as a “query” against my company’s total queries/month?

Zoe AI agents queries are tracked every time you hit “enter” or “return”, regardless of the response Zoe provides. This means that if Zoe is unable to provide a response or asks for further clarification, each time you hit “enter”, it counts as a single query.

What happens if I run out of queries and will I be informed about this?

Yes, a notification will pop-up if you run out of queries and you will no longer be able to submit new queries. This will prevent unforeseen charges.
Please contact your administrator, Zone account team, or submit a request here to talk about adding queries to your company’s accounts.

What are Zone Control Center & Zoe AI Agents?

Are Zoe and Zone Control Center the same thing?

No, Zone Control Center is a Zone product, while Zoe represents our AI agents.
Zone Control Center is the central unified platform that connects all Zone products and workflows. Zone Control Center offers user-friendly navigation options, especially for new customers who may be unfamiliar with NetSuite. The homepages for each solution within Zone Control Center are a series of dashboards with real-time operational data.
Zoe by Zone is an agentic orchestration layer. Customers interact with Zoe through AI agents. Zoe AI agents use conversational chat, built with contextual knowledge about NetSuite and Zone products.
Customers interact with Zoe’s agents, who each add product and industry context depending on the context. For example, customers interact with Zoe on ZoneBilling through Subscription Intelligence. They interact with Zoe on ZoneCapture and ZoneApprovals through AP Intelligence. And they interact with Zoe on ZoneReconcile through Cash Intelligence.

Can a customer use a Zoe AI agent without Zone Control Center or vice versa?

Zoe AI agents are only available within the Zone Control Center, therefore customers must have Zone Control Center enabled if they want to use the Zoe AI agents. However, customers are able to use Zone Control Center without using Zoe.

How to Use Zoe AI Agents

When I install Zoe, do I need to configure a data region?

Yes. Zoe is deployed regionally across AWS infrastructure to support residency requirements. The currently available regions are the US and EU.
When a customer is assigned to a specific region, all AI components, including the Zoe Agent runtime, the AI model (Claude AI via AWS Bedrock), S3 storage for query result exports, and the conversation of memory service, reside entirely within that designated region's AWS infrastructure.
Countries outside the US and EU may select either region.

Is there a way to remove inquiries or chat history?

Yes, within the Zoe conversation, there is an option to delete all history. At the top of the conversation the most recent inquiry is listed, click the carrot ‘V’ to open a view of all inquiries. From here, customers are able to rename or delete any previous sessions.
Note Zone retains queries and responses for 90 days before automatic deletion and if required, your company may officially request a manual deletion.

Can anyone else in my company see my inquiries?

No, within a company, no one can view the Zoe queries from other employees.
Queries and responses are retained in Zone’s AWS for 90 days before automatic deletion, however if a company requires an earlier deletion, the data may be manually deleted from AWS.

Why can I only use Zoe AI agents within Zone Control Center?

Zoe by Zone, our agentic orchestration tool built on Zone’s unified platform, Zone Control Center. Zoe AI agents, how customers engage with Zoe, are only available within Zone Control Center.
To use Zoe AI agents outside the Zone Control Center dashboards, make sure to open saved searches within Zone Control Center using the side navigation tool. This will allow you to open Zoe on the pages you need.

AP Intelligence: What if a customer has access to ZoneCapture but not ZoneApprovals?

Zoe AP Intelligence agent is able to answer questions about data from ZoneCapture as well as approvals and any other data that the customer has permission to view within NetSuite.
While AP Intelligence was built with foundational knowledge of ZoneApprovals, it can also understand and work with NetSuite’s approval data model and native approval workflows.

What "counts" as a query for Zoe AI Agents?

We have defined a query as any time you submit a question to the Zoe AI Agent, regardless of the response.

Why is the Zoe icon grey? Or Why can’t one of my team members use Zoe?

There are three reasons why the Zoe icon may be grey.

Zoe has not been set up by an administrator from your company. Contact your NetSuite/Zone administrator if this could be the cause.
Your company has already reached the monthly allotment of queries. Each company has 100 Zoe queries/month included with their account. If this was exceeded, no more queries can be submitted until the start of the next month. To learn more about purchasing more queries for your organization, please contact your Zone account manager or submit a request here.
This specific individual does not have access to Zoe because their role does not meet the following criteria (all three must be met): use OAuth 2.0 Access Tokens for login, SuiteScript must be set to a minimal level for View, and they must have a minimum level of View on Lists > Documents and Files. Learn more here.

Can I turn off Zone Control Center and/or Zoe?

Yes, Zoe can be turned off by your administrator within the main configuration settings on Zone Control Center. However, Zoe must be turned on or off for the entire account. This functionality cannot be turned on or off for individual users.
If Zoe is turned off, customers can still use Zone Control Center. However, if Zone Control Center is uninstalled, Zoe cannot be used. This is because Zoe is only available on the Zone Control Center unified platform.
An administrator can turn off Zoe for the entire organization (Zoe can not be turned off for a single user) within Zone Control Center.
- Select Settings at the bottom of the left bar menu.
- Select Company Setup at the top of the Preferences side bar menu.
- In the middle of the screen, use the drop down for Enable Zoe AI for my organization. Select Do not allow.

Can I turn off Zoe AI Agents for a single user?

No, Zoe AI Agents are turned on (or off) for the entire company. However, only users with the required permissions can use the Zoe AI Agents like Subscription Intelligence (see details above).

How does Zoe contextual knowledge work?

Zoe is built with foundational context around industry standards, NetSuite and Zone solution schema, and even customer-specific customizations within their Zone workflows. When customers engage with Zoe, their implementation documentation (if provided), in-app field guides, and field names are used to provide context in addition to the innate Netsuite and Zone schema used to build Zoe.

Do Zoe AI agents have contextual knowledge around different NetSuite and Zone data fields?

Yes, see the question above.

How does Zoe’s memory work?

Within a single conversation, all previous questions will provide context. This is similar to having a conversation with a person, where they remember what you’ve said from one statement to the next.
- Note: A customer’s chat history does not need to be cleared to “reset” the contextual awareness for each new session or conversation.
Between conversations, Zoe creates a memory notebook about each user that stores critical information such as common workflows and format preferences.
- To generate memories, ask Zoe to remember prompts or clarifications.
- To manage these memories, ask Zoe what she remembers and ask her to delete memories that are no longer useful and add memories that are important.
A quick reminder that AI is not capable of making decisions and all responses should be verified before making business decisions.

How should customers manage Zoe’s individual memories?

Zoe builds a memory notebook about each user that stores critical information such as common workflows and format preferences.
Customers should ask Zoe to remember critical information such as definitions for terms (e.g. late payments should always refer to payments that are at least 30 days late), workflows (e.g. quarterly revenue should always be segmented by region and subsidiary), formatting preferences, and more.
Customers should periodically ask Zoe what she remembers, then ask her to remove or add information as needed.
In October, Zone will launch phase one of our Zoe standardization capability. With it, administrators will be able to define business logic and metrics at the account level. Until then, customers are dependent on Zoe’s individual memories.

Trusting Zoe AI Agents

How trustworthy are Zoe AI agent responses?

Zoe by Zone is an agentic orchestration layer, meaning she uses a fleet of agents to answer your questions with industry, NetSuite, Zone, and your own customized context. However, when using AI, always verify critical information independently.
To help provide trusted responses, Zoe offers these methods to validate responses:
- Zoe uses deterministic AI rather than generative AI like ChatGPT or Claude. Deterministic AI operates using defined rules and structure, which provides consistent and accurate responses to queries. This means that Zoe is less flexible for a friendly chat, but significantly more trustworthy as a source to query about your data.
- Zoe will ask clarifying questions when an inquiry may be interpreted in different ways.
- In addition to providing a short response to each inquiry, Zoe provides an extended summary which often includes information about limitations and explanations for terms being used.
- When Zoe is unable to answer a question, she tells you directly and suggests other things she can help with.
- Zoe is ‘explainable AI’, which means that after the response to each question, she provides a Suite QL query, which shows how she executed her analysis to provide a response. This helps customers validate that Zoe is using their data as expected.

Why did the same question provide two different responses?

There are several possibilities why this may happen.

Responses from Zoe may vary if they were asked on separate dates because both Zoe uses real-time data, meaning that the data is continually updating. For example, if the inquiry refers to overdue bills, this number may change as bills are paid throughout the day or as more bills get added.
Responses may vary if Zoe uses different data to answer the question each time. In this case, referring to the Query QL will help determine how Zoe answered the question in both cases. This may occur if the question is worded differently enough to imply a new meaning. For example, asking the total number of unpaid bills vs. the total number of overdue bills. Alternatively,
Zoe may also interpret questions slightly differently in unique cases based on the context gained from previous questions or saved memories. For example, if all previous questions referred to month-to-date data for a specific topic, then Zoe may begin to default to using month-end data even if no date is provided. To avoid this, use specific date ranges in your prompts.
In all cases, reviewing the Query QL as well as asking follow-up questions will help explain any differences.

Architecture & Security

What fields can Zoe AI agents pull data from to answer inquiries?

Zoe AI agents are trained as a billing, AP, and treasury/reconcile experts, with structured logic and context providing finance-grade support.
Zoe’s Subscription Intelligence can pull data from any NetSuite records and ZoneBilling custom records that the user has permission to access. This includes customer data, subscription data, charge data, usage data, ZoneBilling custom records, and more.
Similarly, Zoe’s AP Intelligence can pull data form any NetSuite records and ZoneCapture & ZoneApprovals fields that a user has permission to access. And Zoe’s Cash Intelligence will pull data from any NetSuite records and ZoneReconcile records that a user has permission to access.
Zoe AI agents are limited by each customer’s role and permissions. For example, if the customer has a limited view within NetSuite and Zone, then Zoe is only able to use the information available to that customer given their role and permissions. E.g. if a customer only has access to data from North America, Zoe will not pull global data to answer a query.

What are the permissions for Zoe AI agents and how are they enforced to mimic what users can already access within NetSuite?

The data available to Zoe mimic’s each customer’s access within NetSuite and Zone. Therefore if a user is limited by region or subsidiary or any other factor, the data available to answer each question will reflect those restrictions.

How was Zoe built? Have technical architecture and data privacy regulations been included?

Zoe was built using a Claude 4.5 via AWS Bedrock. To accurately interpret financial data, it utilizes a semantic intelligence layer that translates natural business language (such as "charge schedule", “charge type”, or "per term") into structured SuiteQL queries.

What is the technical architecture behind Zoe AI agents?

The system architecture operates across two primary environments: 1) an interface embedded directly within each customer’s NetSuite environment via Zone Control Center. 2) a multi-tenant AI orchestration platform hosted on AWS regional infrastructure.

When a user submits a query, it flows from the conversational UI interface to the AWS-hosted Zoe agent, which constructs the appropriate SuiteQL and executes it against NetSuite. The agent retrieves the data, processes it through the LLM, and streams a conversational summary back to the NetSuite UI. If the query returns more than 15 rows of data, the complete dataset is exported to secure AWS S3 storage, allowing the user to download it directly as a CSV file.

What data and data privacy regulations are being followed?

Regulatory Compliance: The system aligns with GDPR and other European data privacy regulations, and legal reviews include awareness of the EU AI Act. It is also compliant with SOC 1 Type II and SOC 2 Type II.
Data Residency: AWS infrastructure is regionally deployed in the US (us-east-1) and the EU (eu-west-1) to meet data residency requirements, ensuring all processing and storage occurs entirely within the assigned region.
No AI Model Training: Customer data and prompts are strictly prohibited from being used to train public or proprietary AI models.
Enforced Role-Based Data Access: Zoe enforces NetSuite's existing role-based access controls; users can only query data they are authorized to view. Furthermore, conversation memory is isolated per user and per role to prevent cross-contamination of restricted data.
Authentication: NetSuite access credentials (bearer tokens via OAuth 2.0) are passed on a per-request basis and are never persistently stored by the AI agent.
Data Retention: Zone enforces an automatic retention policy where conversation histories, operational logs, and S3 data exports are automatically deleted after 90 days. Customers can also request custom, shorter retention periods or ad-hoc manual deletion.
Encryption: Customer data is protected by TLS/HTTPS encryption in transit and S3 server-side encryption at rest.

What kind of API is used and how do we know it's secure?

Zoe interacts with NetSuite using API calls to an embedded integration that executes read-only SuiteQL queries via a RESTlet. The connection between the client's NetSuite environment and the Zoe AI platform utilizes a Secure API.

The system employs several rigorous measures to ensure this API connection and its data flow remain highly secure which can be viewed on the Zone Trust Center.

What does Subscription Intelligence data architecture look like?

Subscription Intelligence will mimic the same data architecture used by ZoneBilling.
ZoneBilling manages subscriptions through a hierarchical record structure where Subscriptions contain one or more Subscription Items, which in turn generate Charges that lead to billing.
Subscriptions: top-level record that tracks a customer’s ongoing service agreement, includes key dates like Start Date and End Date
- Subscriptions can include many subscription items: individual line items that define what gets billed, reference a NetSuite item record and include rate, quantity, and term information.
  - Each subscription item includes a Rate Type which determines how charges will be calculated, such as fixed, one-time charge, usage/variable, and prepaid.
    - The rate type for each subscription item determines the charges using the formula:
      - Charge = quantity x term multiplier x rate

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