How Cleo uses the Library
You fill the Library once — Cleo uses it everywhere after that. What exactly she's allowed to do is up to you, per channel, with the capability switches on your assistant.
On the phone
When a caller asks a question, Cleo searches the Library while the call is running and answers in plain speech. The call summary shows exactly which lookup she did. This is the Knowledge-base answers capability — read more in Answering questions from the Library.
In your mailbox and on WhatsApp
When a question arrives by mail or WhatsApp, Cleo prepares a draft reply based on the Library. You read it and send it with one click. Drafts use knowledge from the Library exclusively — never internal data from your systems.
In tasks
Tasks Cleo runs in the background consult the Library too: first the clean, typed items (like contact details or receipts), and where needed the underlying source text. The task report shows which sources were used.
The learning loop: from missed question to answer
If a caller asks something Cleo doesn't know, she doesn't make up an answer. She says so honestly, offers a callback and flags the call. A notification appears in your inbox with a button to add the missing knowledge right away — the next caller gets an answer.
Enabling or disabling per channel
On your assistant (main menu Assistant, Capabilities section) you set per channel what Cleo may do with the Library: Disabled, Enabled for existing contacts or Enabled for everyone. That way you can start with answers for known customers only, for example.