Question 1

How long does setup take?

Accepted Answer

Most teams are live in under 60 minutes with no coding required. After payment you'll receive a welcome email with your setup link. The guided setup walks you through connecting your chat platform, building your knowledge base, wiring up ticketing, and going live — step by step.

Question 2

Do I need any technical knowledge to get started?

Accepted Answer

No coding is needed. The setup guide walks you through every step with clear instructions. If you can configure a Slack webhook or paste an API key, you have everything required.

Question 3

What do I need before I start?

Accepted Answer

A Slack or Microsoft Teams workspace Access to your team's knowledge sources (Confluence, Freshdesk KB, Zendesk, Notion, or documents) (Optional) A ticketing system such as Jira, Freshdesk, Zendesk, or ManageEngine You can start with just Slack and a manual FAQ and add integrations later.

Question 4

How does the free trial work?

Accepted Answer

Starter, Growth, and Business plans include a 14-day free trial. A card is required to start, but you won't be charged until the trial ends, and you can cancel anytime before then.

Question 5

Can I test Cleo before going live with my team?

Accepted Answer

Yes. The dashboard includes a "Test Cleo" page where you can send messages to your Cleo agent and see its responses before switching it on for your entire team.

Question 6

What plans are available?

Accepted Answer

There are four plans: Free ($0/mo, 50 tickets), Starter ($99/mo USD, 500 tickets), Growth ($249/mo USD, 2,000 tickets), and Business ($349/mo USD, unlimited tickets). All prices are in USD and exclude applicable taxes. Annual billing is available at a 20% discount.

Question 7

What's included in the Free plan?

Accepted Answer

Slack & Teams 50 tickets/month MFA enforced Manual KB entries One-time Word/PDF import Public status dashboard Not included: URL crawl import, KB integrations (Confluence, Zendesk, Freshdesk, Notion), external ticketing, multi-user dashboard, agentic group automations, SSO, and self-service password reset.

Question 8

What's included in the Starter plan?

Accepted Answer

Slack & Teams 500 tickets/month MFA enforced Manual KB entries One-time Word/PDF import Public status dashboard URL crawl import KB integrations with automatic re-sync (Confluence, Zendesk Guide, Freshdesk Knowledge Base, Notion) External ticketing (Jira Service Management, Freshdesk, Zendesk, ManageEngine ServiceDesk Plus) Multi-user dashboard access Not included: Agentic group automations, SSO, and self-service password reset.

Question 9

What's included in the Growth plan?

Accepted Answer

Slack & Teams 2,000 tickets/month MFA enforced Manual KB entries One-time Word/PDF import Public status dashboard URL crawl import KB integrations with automatic re-sync (Confluence, Zendesk Guide, Freshdesk Knowledge Base, Notion) External ticketing (Jira Service Management, Freshdesk, Zendesk, ManageEngine ServiceDesk Plus) Multi-user dashboard access SSO (Azure AD, Google Workspace, Okta) Agentic Group Access Automation Self-Service Password Reset

Question 10

What's included in the Business plan?

Accepted Answer

Slack & Teams Unlimited tickets/month (no monthly cap) MFA enforced Manual KB entries One-time Word/PDF import Public status dashboard URL crawl import KB integrations with automatic re-sync (Confluence, Zendesk Guide, Freshdesk Knowledge Base, Notion) External ticketing (Jira Service Management, Freshdesk, Zendesk, ManageEngine ServiceDesk Plus) Multi-user dashboard access SSO (Azure AD, Google Workspace, Okta) Agentic Group Access Automation Self-Service Password Reset

Question 11

What counts as a "ticket"?

Accepted Answer

A ticket is any employee conversation that Cleo handles — whether it resolves the issue automatically or escalates it to your IT team. Purely exploratory questions that don't trigger any escalation or resolution flow don't count.

Question 12

What happens when I hit my ticket limit?

Accepted Answer

At 50% — you and your IT team receive an email alert At 80% — a second alert is sent to both of you At 100% — Cleo stops creating new tickets to prevent overages and a final notification is sent You can upgrade at any time from your Billing page to restore full service immediately.

Question 13

Can I change my plan later?

Accepted Answer

Yes, you can upgrade or downgrade at any time. Upgrades take effect immediately and are prorated. Downgrades apply at the start of your next billing cycle.

Question 14

Is there a money-back guarantee?

Accepted Answer

Yes. There's a 14-day money-back guarantee on your first payment — just contact us within 14 days of your first charge for a full refund.

Question 15

What's the difference between monthly and annual billing?

Accepted Answer

Annual billing gives you a 20% discount compared to paying monthly, billed once a year instead of every month. Your plan, features, and ticket limits are identical either way — only the price and billing frequency change.

Question 16

How much do I save with annual billing?

Accepted Answer

Starter — $99/mo monthly, or $950/yr annually (effective $79.17/mo) — save $238/yr Growth — $249/mo monthly, or $2,390/yr annually (effective $199.17/mo) — save $598/yr Business — $349/mo monthly, or $3,350/yr annually (effective $279.17/mo) — save $838/yr

Question 17

Can I switch from monthly to annual (or back)?

Accepted Answer

Yes — go to Settings → Billing and change your plan. Switching takes effect immediately, with Stripe automatically prorating the difference.

Question 18

Does the free trial work the same on annual plans?

Accepted Answer

Yes — every plan includes a 14-day free trial regardless of whether you choose monthly or annual billing. You won't be charged until the trial ends.

Question 19

Is the Enterprise/MSP plan available annually?

Accepted Answer

Enterprise and MSP plans are custom-priced and negotiated directly with our team — contact us for details on billing terms.

Question 20

How do I cancel?

Accepted Answer

You can cancel at any time from the Billing section of your dashboard. Your access continues until the end of your current billing period — there are no early cancellation fees.

Question 21

Is my data secure?

Accepted Answer

Yes. All data is encrypted at rest and in transit. Each account's data is fully isolated using Row Level Security — there are no shared databases between customers. Arvelo is GDPR compliant and SOC 2 certification is in progress.

Question 22

Are my API keys and credentials stored securely?

Accepted Answer

Yes. All credentials (API keys, tokens, passwords) are encrypted before storage and are never logged or shared. They are only used to sync your knowledge sources.

Question 23

What happens to documents I upload?

Accepted Answer

Uploaded documents are processed to extract knowledge entries, but the raw files themselves are not stored. Only the extracted question-and-answer content is kept in your knowledge base.

Question 24

Who can see my employees' conversations with Cleo?

Accepted Answer

Only authorised members of your account can access the Activity log in the dashboard. Widget visitor details are only used for escalation follow-up and are never shared or used for marketing.

Question 25

Is Arvelo GDPR compliant?

Accepted Answer

Yes. Arvelo is fully GDPR compliant. Data is stored in isolated, encrypted databases with strict access controls. You can request data deletion at any time by contacting support@arvelo.io.

Question 26

Which chat platforms does Cleo support?

Accepted Answer

Cleo currently supports Slack and Microsoft Teams. You select your platform during setup and can switch at any time from the Chat Platform section of your dashboard.

Question 27

How do I connect Slack?

Accepted Answer

From the Chat Platform page in your dashboard, click "Add to Slack" and follow the OAuth flow. You'll be redirected to Slack to approve the connection — it takes about 30 seconds. Once connected, invite Cleo to any channel with /invite @Cleo.

Question 28

How do I connect Microsoft Teams?

Accepted Answer

From the Chat Platform page, enter your company's email domain. If it's already verified with Arvelo, Cleo connects immediately. Otherwise you'll be shown a DNS TXT record to add — once added, click Verify and Cleo becomes available in your Teams workspace.

Question 29

What knowledge sources can I connect?

Accepted Answer

Persistent integrations (auto re-sync): Confluence, Freshdesk Knowledge Base, Zendesk Guide, Notion, and Manual FAQ entries One-time imports: PDF, DOCX, TXT, MD, and CSV file uploads, and web/intranet URL crawling Coming soon: Google Drive and OneDrive/SharePoint

Question 30

How does web crawling work?

Accepted Answer

Enter a URL and choose a crawl depth: 1 (single page only), 2 (the page and all pages it links to), or 3 (two levels deep — the maximum). Cleo only follows links within the same domain and extracts content using AI.

Question 31

How many files can I upload at once?

Accepted Answer

Up to 10 files per upload session. Supported formats are PDF, DOCX, TXT, MD, and CSV. There's no hard limit on total knowledge entries.

Question 32

Can I edit knowledge base entries?

Accepted Answer

Yes. All entries are visible in the Knowledge Base tab, filterable by source and category. You can edit individual entries (category, question, answer), delete entries individually, or bulk-delete using the select-all option.

Question 33

How often is the knowledge base synced from connected sources?

Accepted Answer

You control syncing manually from the Knowledge Base page by clicking the resync button on each connected source, or turn on Scheduled Refresh to re-sync automatically on an interval. Scheduled Refresh is available on any plan with an external source connected (Starter and above).

Question 34

What happens if there are duplicate entries?

Accepted Answer

Duplicate handling is automatic — re-importing a source updates existing entries instead of creating duplicates. The import summary shows how many entries were new, updated, unchanged, or deleted.

Question 35

Does Arvelo support Single Sign-On (SSO)?

Accepted Answer

Yes — Arvelo supports SSO via Azure AD (Microsoft Entra ID), Google Workspace, and Okta. Each is configured independently by your IT admin under Access & SSO in the Arvelo dashboard.

Question 36

My company uses Microsoft 365 — can employees sign in with their Microsoft accounts?

Accepted Answer

Yes, via Azure AD SSO. Your IT admin needs to register an application in your Azure AD tenant and connect it in Arvelo — see the full setup guide in the Access & SSO section of your dashboard.

Question 37

How does SSO login work for employees?

Accepted Answer

Employees enter their work email on the login page. If their email domain is registered for SSO, they're automatically redirected to your identity provider (Azure, Google, or Okta) — no password entry required on the Arvelo side.

Question 38

Do I need a separate Arvelo account/password if I use SSO?

Accepted Answer

No — once your organization's SSO is enabled, you sign in entirely with your existing Microsoft, Google, or Okta credentials. Arvelo never sees or stores your password.

Question 39

Can different employees use different SSO providers?

Accepted Answer

No — SSO is configured per company domain, not per employee. Whichever provider your IT admin sets up for your domain (e.g. @acmecorp.com) is what all employees on that domain will use.

Question 40

Can I register multiple domains for SSO?

Accepted Answer

Yes. You can register multiple domains across multiple providers. Each domain is routed to its own provider independently, and can be enabled or disabled from the Access & SSO page.

Question 41

Do I need to verify domain ownership before enabling SSO?

Accepted Answer

Yes. Before SSO can be switched on for a domain, you need to prove you control it by adding a DNS TXT record — this stops anyone from registering a domain they don't actually own and hijacking logins for it. The Enable toggle stays disabled until verification succeeds.

Question 42

How do I verify my domain?

Accepted Answer

Register the domain under a provider in Access & SSO — you'll see a "Verify domain ownership" panel with a TXT record to add Copy the Host and Value shown, and add them as a TXT record with your DNS provider Click Verify — if DNS hasn't propagated yet, you'll see a message asking you to wait a few minutes and try again Once verified, the Enable toggle becomes available and you can switch SSO on for that domain

Question 43

What if our company doesn't want to use SSO?

Accepted Answer

SSO is optional. Without it, employees sign in with an Arvelo email and password, with MFA required for security.

Question 44

Who has access to our SSO configuration?

Accepted Answer

Only your account owner and any invited team members with dashboard access can view or change your SSO settings. Client secrets are encrypted and are never displayed again once saved — only re-enterable.

Question 45

How do I control which Google Workspace users can sign in via SSO?

Accepted Answer

Google does not provide per-user or per-group access restrictions for Internal OAuth apps — all users in your Workspace organisation can authenticate via Google. To control who can actually access Arvelo, use the Users tab in Access & SSO to invite specific team members. Anyone who authenticates via Google SSO without an Arvelo invite will see a 'no account found' screen and cannot proceed.

Question 46

Is SSO available on all plans?

Accepted Answer

SSO (any provider — Azure AD, Google Workspace, or Okta) requires the Growth plan or above.

Question 47

Is MFA required?

Accepted Answer

Yes, TOTP-based multi-factor authentication is required for all accounts. You can use any TOTP app such as Google Authenticator or Authy. MFA is set up on first login.

Question 48

Can I invite team members to the dashboard?

Accepted Answer

Yes. From the Authentication section of your dashboard you can invite team members by email. Invited users receive a setup link and get full dashboard access. You can resend or revoke invites at any time. If the invitee's email domain is configured for SSO, they will be redirected through your identity provider to complete setup — they won't need to create a separate Arvelo password.

Question 49

How do I configure session timeouts?

Accepted Answer

From the Authentication page you can set a company-wide session timeout. Options are 1 hour, 4 hours, 8 hours (recommended), 24 hours, 7 days, 30 days, or never. The timer resets automatically on activity (mouse movement, typing, clicking).

Question 50

Which ticketing systems are supported?

Accepted Answer

Jira Service Management, Freshdesk, Zendesk, and ManageEngine ServiceDesk Plus are all supported. You can configure your ticketing system from the Ticketing System section of your dashboard.

Question 51

What happens when Cleo can't resolve an issue?

Accepted Answer

Cleo automatically escalates the conversation. Depending on your configuration, this triggers one or more actions: creating a ticket in your ticketing system, sending an email alert to your IT team, and/or posting an alert in your Slack or Teams channel. You configure all of this from the Escalation section of your dashboard.

Question 52

Can I use multiple escalation methods at once?

Accepted Answer

Yes. You can enable ticketing, email alerts, and Slack/Teams channel notifications simultaneously. All active methods trigger when an escalation occurs.

Question 53

What if I don't configure any escalation method?

Accepted Answer

Unresolved conversations are silently dropped — the Escalation page in your dashboard will show a warning if no escalation method is active. We recommend enabling at least an email alert as a safety net.

Question 54

How is ticket priority determined?

Accepted Answer

Cleo uses the content of the conversation to assign a priority level (Low, Medium, High, or Critical) when creating a ticket. You can configure SLA target hours for each priority level in your Settings.

Question 55

Can I customise the message employees see when their issue is escalated?

Accepted Answer

Yes. The Escalation page lets you edit the message shown to the employee in Slack or Teams when their conversation is escalated.

Question 56

Can I see escalation activity in the dashboard?

Accepted Answer

Yes. The Activity page shows all interactions, filterable by status (Resolved by Cleo / Escalated), category, and date range. Recent escalations from the last 48 hours are highlighted at the top.

Question 57

What are Agentic Actions?

Accepted Answer

Agentic Actions let Cleo take real actions on behalf of your employees — not just answer questions. Current capabilities are Group Access Automation (Cleo intercepts access requests, gets approval, and automatically adds employees to the right group in Azure AD, Google Workspace, or Okta) and Self-Service Password Reset (employees can reset their own password directly from Slack or Teams via Cleo — no IT ticket needed).

Question 58

Which identity providers do Agentic Actions support?

Accepted Answer

Azure AD, Google Workspace, and Okta are all supported for both Group Access Rules and Self-Service Password Reset. Each provider must be connected separately from the Agentic Actions page in your dashboard.

Question 59

How does Group Access automation work?

Accepted Answer

By default, Cleo identifies which group an employee is requesting access to and automatically routes the approval to that group's owner as configured in your identity provider (Azure AD, Google Workspace, or Okta with Identity Governance) — no setup required. On approval, Cleo automatically adds the employee to the correct group and notifies them. For cases where an employee's wording doesn't clearly match a group name, you can create a custom rule in the Agentic Actions page mapping specific phrasing (e.g. "VPN access") to an exact group and approver — custom rules take priority over the default owner matching.

Question 60

How does Self-Service Password Reset work?

Accepted Answer

When an employee asks Cleo to reset their password, Cleo verifies the employee has MFA enrolled (required) and resets their password directly — delivering a temporary password in the Slack or Teams conversation. Okta uses a different flow: Cleo directs the employee to Okta's own branded reset email instead of resetting directly. Rate-limited to 2 resets per employee per hour.

Question 61

How do I connect Google Workspace for Agentic Actions?

Accepted Answer

From the Agentic Actions page, click the Google Workspace card and then "Connect Google Workspace". You'll be redirected to Google to authorise Arvelo using your Workspace admin account. Once authorised, Cleo can search your Google groups and manage group membership. This is separate from your Google SSO connection.

Question 62

Do I need a separate Azure app registration?

Accepted Answer

Yes. The Azure AD connection for Agentic Actions is a separate app registration from your SSO connection. It requires its own permissions to read groups and manage group membership. The setup guide in your dashboard walks you through it.

Question 63

Who approves access requests?

Accepted Answer

By default, the approver is whoever is set as the group's owner in your identity provider — Cleo looks this up automatically, no setup required. If you'd rather control the matching yourself, create a custom rule in the Agentic Actions page mapping specific request phrasing to an exact group and approver email. Custom rules take priority over the default owner lookup, and the approver clicks approve or deny directly from the email — no dashboard login required.

Question 64

How long do approval links stay active?

Accepted Answer

By default, approval links expire after 72 hours. You can change this to anywhere between 1 and 168 hours from the Agentic Actions settings in your dashboard.

Frequently Asked Questions

Still have questions?