Say hello to a new way of managing your customer support! Introducing Lyro - our revolutionary tool that delivers personalized customer support, just like a human service agent would.
In this article, you'll learn:
Let Lyro handle up to 70% of common customer questions, freeing your real agents to solve complex tickets. Improve your response times and increase customer satisfaction with automated support conversations.
Let Lyro detect and answer questions about order status, shipping policies, product availability, and more within milliseconds. This frees up your agents to focus on complex or profitable issues so you can make your business more prosperous.
Empower your customer service with instant automation. Lyro makes implementation a breeze and eliminates the need for extensive training. Experience the power of Lyro with our help to enable round-the-clock customer conversations. Lyro prioritizes brand safety by utilizing solely the data you provide, guaranteeing precise and reliable answers.
Lyro utilizes artificial intelligence and natural language processing to engage in human-like customer conversations. It can ask additional questions to gather more information from your website visitors to provide the most satisfactory answer, and it can see and interpret images as well.
\nLyro's knowledge can be based on your website's FAQ page (and various other sources of data, depending on what you add) to help respond quickly if the information is available. However, if the answer lies beyond the available data, Lyro will seamlessly redirect the question to a human agent for further assistance.
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In addition to internal knowledge that you upload, Lyro also understands the context when responding to a visitor's message. Lyro can see three hours into the past for the most recent history - which includes any conversation between the visitor and live agents, as well as flow and AI interactions.
To configure and enable Lyro on your Tidio project for the first time, navigate to the Lyro AI Agent panel - you will see the introductory Setup page first:
There, you will be guided through the basic recommended steps of setting up Lyro for your Tidio project. This includes adding knowledge (data sources), connecting your product catalogue, giving Lyro a specific tone of voice, as well as testing.
Please use the list below to see the details on specific sections of your Lyro AI Agent settings:
At the top of the list, you will also find the Hub section - it shows you all of the basic information about Lyro's performance (separately for live conversations and emails), and offers recommendations regarding your Lyro setup or unresolved inquiries that deserve your attention. It serves as a kind of command center for Lyro, where you can quickly access the most important data.
The Knowledge section is comprised of three elements: Data sources, Products, and Suggestions.
When you add knowledge to Lyro (e.g. once a page's content is uploaded) you will see it listed in the Data sources list:
Naturally, you will also see any manually added question-and-answer pairs in the same tab. You can add more pairs (or URLs) later on, whenever needed, using the Add knowledge button. There are different methods of adding data sources; please see this dedicated guide to learn all about data sources.
When your data sources are ready, remember to activate Lyro so that it becomes available for your website visitors. You can activate (or deactivate) Lyro in the Channels tab:
The Products tab allows you to manage the Product Recommendations engine that is available for online stores; it allows Lyro access to your product database, granting it knowledge of your products. This feature is available for Shopify and WooCommerce stores through its dedicated integration, as well as for all platforms in general through OpenAPI.
See this article on the dedicated Product Recommendations engine for Shopify.
See this article on the dedicated Product Recommendations engine for WooCommerce.
See this article to learn about the Product Recommendations engine for all platforms, available via OpenAPI.
Please note that the Product feed upload option is only available to Plus subscribers, and allows uploading your entire catalog without the use of API.
The Suggestions list is a great help in improving your Lyro data sources, e.g. when some information is missing. Any live chat questions left unanswered by Lyro will be listed here, and available for you to update, expanding Lyro's knowledge.
For more details on using and managing suggestions, please see this dedicated guide.
The Behavior section is comprised of five elements: Guidance, Handoff, Proactive roles, Procedures, and Actions.
Lyro Guidance allows you to define specific behaviors and preferences for how Lyro should interact with your customers. With Guidance, you can give Lyro instructions about the preferred communication style, escalation rules, and other custom directions; you can think of this as prompting Lyro to behave a certain way.
On top of that, you can also decide about Lyro's use of emojis and Lyro's preferred tone of voice.
Note that Guidance does not affect Copilot functionality; Guidance is restricted to the Lyro AI agent only.
Please see this dedicated guide for more details.
In the Handoff tab, you can:
The Proactive roles tool enables Lyro to start conversations automatically, without waiting for a user to type a message. Lyro can now proactively engage visitors based on their behavior or scripted events.
By setting up roles properly, Lyro can be used for lead capture, collecting feedback, onboarding users, or upselling. Providing detailed, specific instructions allows Lyro to deliver tailored experiences for different objectives. There are also several templates to choose from and customise for a quick start.
Apart from using several available triggers, it is also possible to set up custom events that Lyro can be triggered with.
Please see this dedicated guide for more details.
Procedures are complex, multi-step workflows for specific situations (e.g. refund requests) that you can instruct Lyro on. The Procedures tool allows you to define scenarios and their necessary steps in an intuitive way, while letting Lyro guide the conversation throughout the entire process.
Please see this dedicated guide for more details.
Here you can manage Lyro Actions as well as your connections to MCP servers.
Lyro Actions are a powerful tool that allow you to connect with external systems and communicate back and forth with them, making use of API.
Please note that you may see a distinction between Simple Actions and Smart Actions, instead of one cohesive Actions tool. If you are seeing these two options separately, then you're using an older, legacy version of the tool which certain Tidio projects still have access to. The overall functionality is the same, however.
See this article for a detailed guide on using Actions, as well as this separate article on using Simple Actions (which only applies if you see this legacy version of the tool in your Tidio project).
Regarding MCPs: this also allows you to securely bridge Lyro with external tools, data sources, and services. However, whenever the MCP server is updated in any way, this is reflected in your Lyro connection as well - no manual modifications necessary.
Please see this dedicated guide for more details on connecting to MCP servers.
Once Lyro is ready, you can access the Playground section, where you can check Lyro's knowledge in a test environment - by typing in your questions or by selecting some of the example questions listed on the right:
You can even add new question-and-answer pairs straight from the Playground; if you ask Lyro a question that it doesn't know the answer to, you can take this opportunity to update and expand the knowledge base. Simply click on the Add answer button directly inside the test widget:
... and provide an appropriate response in the window that pops up. You will be able to save this question-and-answer pair in Lyro's data sources, for later use if anyone asks the same question again!
Please note that you can test Lyro's live chat capabilities as well as its email responses - by selecting either the Live chat or Email tab inside the Playground:
When using the Email environment, you will be able to test how Lyro may respond to incoming tickets. Naturally, if you haven't yet enabled Lyro for emails, the Playground will notify you of that - and give you the option to activate that aspect of Lyro:
Please note that you can also use the Test Lyro button in the upper-right, which is available in the Lyro AI Agent section in general - not just in the Playground!
This lets you open a test environment for testing Lyro quickly (only for live chat, however - there is no email testing option this way).
In the Channels section, you can enable/disable Lyro, as well as decide about several important settings for live conversations and emails (separately). Please note that these options are explained in more detail further in this article.
In the Live conversations tab, you can:
In the Emails tab, you can:
In the Configure section, you can see three tabs: General, Audiences, and Copilot. Please note that these options are explained in more detail further in this article.
In the General tab, you can:
In the Audiences tab, you can create and manage custom audiences with specific conditions. This allows you to control which portions of knowledge Lyro uses for different target audiences.
Please see this section of the article for more details.
In the Copilot tab, you can enable (or disable) the automatic suggestions for responses that Copilot can generate during your conversations or when you're responding to tickets. You can also decide whether Copilot should only use uploaded knowledge, or be allowed to improvise in case no knowledge is available.
Lean more about Copilot overall in this article.
At the bottom of the Lyro AI Agent section, you can find the Conversations link. This is a quick way to access your Lyro conversations (and tickets), which are available in your Inbox.
At the bottom of the Lyro AI Agent section, you can also see the Analytics link, allowing you quick access to the AI support metrics of the Analytics section.
In there, you will be able to check Lyro's performance (once it has had the opportunity to answer some questions). More on this tool is available in this article.
It is possible to change the name \"Lyro\" to something else, but it's only available if you're subscribed to the Lyro AI Agent package. You will find the option in Lyro's Configure > General tab:
When you add any data source for the first time (whether it's an URL, file, or manual Q&A pair), Lyro will also try to find some general information about your company. If successful, this general information will be automatically added to the Company description field, which you can find (and modify) in the Configure > General tab. This description is helpful to Lyro for providing good quality support to your users.
Please note that this search will take place on the website where your Tidio widget is installed; Lyro will not attempt to find this information in your uploaded data sources directly.
If no such information is found on your website, the Company description field will remain blank - and Lyro won't attempt to search for it anymore. We recommend that you fill it out on your own, keeping it brief and accurate.
You can decide what Lyro is going to do if a visitor asks to speak with a live agent, or if Lyro is unable to answer the visitor's question.
In Lyro's Handoff section, you can set the default rules for handoff behavior as well as add extra guidance regarding handoff:
When you open Handoff behavior, there are two tabs: Behavior and Messages.
Under the the Behavior tab, you can see two handoff settings (one for when you're online, and one for your offline hours), as well as optional handoff audiences:
The default option for both online and offline times is Transfer conversation to agent. If you do not want Lyro to transfer a visitor to your live conversation inbox in a given situation, make sure you select the option you prefer. You can decide whether Lyro should keep the conversation or create a ticket:
If Lyro is allowed to transfer conversations to live agents during online hours, Lyro will offer the Talk to a person option:
Once the visitor clicks on it, Lyro will pass the entire conversation on to the regular conversations inbox:
If Lyro is supposed to keep all conversations while you're online, then it will ask the visitor to paraphrase their question, or simply explain that it lacks the necessary knowledge.
If Lyro is supposed to create a ticket, then a new ticket will be created.
Of course, if the visitor hadn't provided a contact email so far, Lyro will ask for the address:
Lyro will then inform the visitor that someone from the team will respond via email later.
The newly-created ticket can be found in the Unassigned folder of your project's Tickets inbox. It will be indicated that the ticket was created by Lyro, and the ticket itself will include a transcript of the conversation for quick reference.
If you're offline, Lyro handles things in a slightly different way. If Lyro is allowed to transfer the chat, it will first inform the visitor that nobody's available:
The chat will be visible in the Unassigned folder, along with any other chats awaiting a response from a live agent:
If Lyro is supposed to keep chats during your offline time, then it will simply explain that nobody is currently available, and will also ask the visitor to rephrase their question:
If Lyro is supposed to create a ticket, it will behave in the same way as during online hours - it will collect the visitor's email address, inform them that a ticket was created, and that someone will respond via email as soon as possible:
Under the Messages tab, you get the option to modify Lyro's predefined answers for handoff situations:
Note that the predefined handoff messages are automatically translated for any users who message you and require a language that's different from your default.
This additional option (under the Behavior tab) lets you select specific custom audiences, so that Lyro will immediately transfer users (who meet your criteria) to a live agent. Lyro will basically not provide support on its own to these users, and your agents will be able to handle them right away instead. Audiences are created and managed in the Audiences tab, and can also be used for Lyro's data sources.
Please see this part of the guide for details regarding audiences.
With Handoff guidance, you can instruct Lyro on when to pass the conversation to your human support team. This type of guidance is great for handling sensitive or complex topics where a simple escalation process might not be ideal.
Here are some examples of handoff/escalation guidance:
Please see this dedicated guide for more information on (and examples of) Guidance in general.
You have the flexibility to change certain predefined messages to better fit your brand voice or customer needs. The predefined messages available for customizing are as follows:
In the Handoff section of your Lyro settings, click on Handoff behavior and open the Messages tab. You will see the all the predefined answers available to edit:
Note that the predefined handoff messages are automatically translated for any users who message you and require a language that's different from your default.
You can also make sure Lyro does not use any emojis during conversations - this may be more appropriate for your business.
In the Behavior > Guidance section, see the Basic answer personalisation section and toggle the Use emojis switch to disable (or enable) them:
Lyro helps you offer support that matches your brand and your customers' needs. You will find the available options in the Communication style settings of the Behavior > Guidance section:
These options allow you to connect with your customers in a way that aligns best with your preferences.
You can choose one of the predefined tones: neutral, friendly, or formal. You also get the option to create your own, custom tone, by creating a detailed prompt for Lyro.
Select one of the predefined tones to see a detailed set of instructions:
Use the Custom tone option at the end if you'd like to create your own set of instructions:
In most cases, whenever Lyro responds to a question according to your data sources, it includes a link (or several) at the bottom of the response:
This allows the visitor to check the source of Lyro's knowledge and possibly learn more. While it's meant to be a helpful resource, it might not always be fully relevant to the visitor's interests at the given moment. That is why we give you the option to disable this feature in Lyro.
To switch these links off, head over to Lyro's Channels section. Under the Live conversations tab, find the \"Read more\" links option and disable it if you prefer:
In the Audiences tab of the Configure section, you can create custom audiences for Lyro. This allows you to decide which portions of Lyro's knowledge will be used for particular target audiences, as well as decide if Lyro should immediately transfer such users to your live agents (instead of providing support on its own first).
When creating an Audience, you can use different parameters like the visitor's country, email address, their communication channel (e.g. live chat, Instagram, or WhatsApp), and custom Contact Properties that you may have created in your Tidio project already.
Once created, Audiences can be used for several different aspects of Lyro: data sources, handoff, and Guidance.
In the Audiences tab, you can see two buttons in the upper-right: Manage knowledge (which is a shortcut to your Lyro data sources section) and Add audience. If you've already added any audiences, they will be listed here as well. Any audiences you create can be used for targeting your Lyro knowledge, but also for instant handoff (this is configured separately, in the Handoff tab).
When you click on Add audience, you will see the audience creator, where you can name your new audience and set up different conditions:
You can create sets of conditions that need to be met in order for the audience to be identified. Select one of the available filters (these include basic Contact Properties as well as any custom ones you may have created, as well as the available communication channels) and set up the values according to what you need.
Please note that you can use the plus (+) button on the right to add another filter to your condition; this way, you can set up more restrictive conditions, as each filter you add this way will be used together with the others. This will be made clear by the word 'and' appearing on the right:
You can also add another set of conditions to the audience, if you'd like to use 'or' logic instead. This way, you can have different sets of filters that are considered separately, and the audience will work if at least one of the sets is satisfied. To achieve this, use the Add condition option at the bottom instead of the plus (+) button on the right:
Once you've created your audiences, they will be listed along with their conditions inside the Audiences tab. From this point, they will be available to use in your Lyro data sources and Lyro handoff options.
Once you've created at least one custom audience, you can use it to limit how Lyro uses its knowledge.
Go to the Lyro AI Agent > Data sources section (you can simply use the Manage knowledge shortcut inside the Audiences tab), and edit one of your listed data sources. You will notice the Audience field in the lower-right:
By default, it is set to 'everyone', meaning that this particular data source will be used for any user who interacts with Lyro (or for any agent that uses Copilot).
You can click on the field and select any of the available audiences, as well as reset them back to default, or access the Audiences tab once again:
Once you hit the Save and close button for the data source, your audience settings for this particular data source will be saved.
You can use your custom audiences for instant Lyro handoff - if a visitor meets these conditions when contacting you via live chat or email, Lyro will immediately transfer them to your agents, instead of providing support on its own. This can be very useful if you'd like specific kinds of visitors to be transferred right away, e.g. based on their language, location, or custom Contact Properties.
In the Handoff section, click on Handoff behavior. Under the Behavior tab there, you will see the Handoff audiences setting. It is empty by default, which means Lyro will respond to incoming communication as usual, and will perform handoff according to its normal handoff settings.
Click on the field to see a list of your available custom audiences, and add them as needed. You can also add new audiences from here, or access your Audience settings in general:
Please note: Audiences can also be used for any Guidance that you set up for Lyro. This is covered in this separate article on Guidance overall.
In the Behavior > Guidance section, you can create sets of detailed instructions for Lyro - prompts that will inform Lyro how to communicate and behave in particular situations.
Note that Guidance does not affect Copilot functionality; Guidance is restricted to the Lyro AI agent only.
Please see this dedicated guide for more details on this feature.
In the Behavior > Proactive roles section, you can create messages that Lyro can send proactively to visitors, according to the triggers you set up. The Proactive roles tool enables Lyro to start conversations without waiting for a user to type a message. This lets Lyro engage visitors based on their behavior or scripted events.
By setting up roles properly, Lyro can be used for lead capture, collecting feedback, onboarding users, or upselling. Providing detailed, specific instructions allows Lyro to deliver tailored experiences for different objectives. There are also several templates to choose from and customise for a quick start.
Apart from using several available triggers, it is also possible to set up custom events that Lyro can be triggered with.
Please see this dedicated guide for more details.
Procedures are complex, multi-step workflows for specific situations (e.g. refund requests) that you can instruct Lyro on. The Procedures tool allows you to define scenarios and their necessary steps in an intuitive way, while letting Lyro guide the conversation throughout the entire process.
Procedures let you give Lyro step-by-step instructions for handling specific situations from start to finish, including when to call your external systems via API (through the use of Lyro Actions). Think of it as writing down your company's own process, in plain language, and having Lyro follow it exactly. Instead of describing a rule (or set of rules) in detail, you define a sequence of specific and clear steps.
Each step in your Procedure can use Actions or Contact Properties, as well as create a ticket for your team to handle later. Unlike a rigid Flow (or similar pre-made automation), Procedures are AI-driven. This means Lyro doesn't just follow the script robotically - it holds the process in mind while still responding naturally, handling typos, unexpected visitor replies, or side questions; without losing track of the overall goal or leaving the visitor stuck.
Please see this dedicated guide for more details on using Procedures.
By default, Lyro works in English - but forty-seven (47) other languages are currently supported as well. You can configure Lyro's language settings in Configure > General.
Please see this article for more details.
When you activate Lyro, it always works on the live chat channel by default - which means Lyro can respond to any live chat messages you receive via the Tidio widget on your website. However, you can decide if you also want Lyro to work on other channels: Messenger, Instagram, WhatsApp, or even respond to incoming tickets.
You can see these options inside the Channels section, divided into two tabs: Live conversations and Emails.
Here you can decide which additional live conversation channels Lyro responds in. If you haven't integrated your Tidio project with any of the available platforms, the switches will be inactive, and you will get the option to integrate.
Enabling the Email channel allows Lyro to respond to incoming emails. When you enable this channel, any mailbox you've already connected (in Settings > Email) will be automatically listed - allowing Lyro to respond to emails forwarded from those mailboxes.
You can, however, remove the mailboxes you wish Lyro to ignore, and even connect new ones. You will find all th relevant options under the Channels > Emails tab:
Please note that enabling the Email channel is only possible if you've already connected at least one mailbox. If you wish to learn more about forwarding emails to Tidio and Ticketing in general, see this dedicated guide.
In the Configure > General tab, you can find the Answer personalization section, where two follow-up options are available. You can disable Lyro's default follow-up message (which asks the customer if they need any more help), as well as specify the amount of time that needs to pass before the follow-up message is sent:
The delay time allows you to choose either 1min, 5min, 10min, or 14min.
In the Configure > General tab, you can see the Contact Properties setting. This lets you select a number of Contact Properties that you'd like Lyro to access during conversations with your customers (this also affects Lyro Guidance and Lyro Actions).
Normally, Lyro won't be able to access data stored in Contact Properties; adding a specific Contact Property here will make it available for Lyro to use during interactions.
Please note that the information stored in your selected Contact Properties can only be used by Lyro during conversations with the particular customer to whom the information belongs! This data cannot be visible to other customers during their respective conversations.
In any case, it is still advised to add only the Contact Properties that you feel are necessary for Lyro to use.
This allows your URL data sources to synchronize every week automatically. If you decide to use the manual re-sync option at any point, the weekly auto-sync date will reset (and keep working according to the new schedule).
You also get the option to disable the auto-sync option for specific URLs if you want finer control over the automatic synchronization. You can toggle this function on or off when you open the options menu, on the far right of each website in your Data sources list:
Inside the Channels section, at the bottom of both the Live conversations and Emails tabs, you can see the respective customer satisfaction survey status, along with a link to the associated settings:
Using the link takes you to your Tidio project's Settings > Customer satisfaction section, where you can mange your survey options.
Accessing those settings allows you to decide if visitors who have interacted with Lyro (either on chat or via email) get an automated survey. This lets the visitor rate their Lyro experience, and leave feedback as well. The survey is enabled by default, but you can manage it anytime.
For live chat interactions, the survey is sent directly in the chat widget first; and if the visitor doesn't complete it - an automated email is sent later. For ticket (email) interactions, the survey is sent according to your settings.
You can see (and modify) both versions of the survey in the Customer satisfaction settings, where two tabs are available: Live conversations and Tickets; you can decide if solved Lyro conversations trigger a survey or not by switching the option on or off:
To learn more about the customer satisfaction surveys in general, and see examples of how they work, please refer to this dedicated guide.
As an agent, you get the option to provide feedback on any response that Lyro gives in your project. This is a strictly internal feedback system; our dedicated team receives all this feedback (it's not available for you to review). This allows us to better understand the ups and downs of how Lyro is working for users such as yourself!
While viewing a conversation where Lyro has responded, you'll see the thumbs up and thumbs down buttons underneath the message:
If you click on the thumbs up button, that means you agree with Lyro's response and you'd like to send us positive feedback about its performance in this particular interaction.
If you click on the thumbs down button, that means you'd like to send us negative feedback regarding this response. You'll get several reasons to select from (you can choose multiple):
If you select other, you cam additionally provide more details or a comment:
With the feedback you provide, we'll be able to keep improving Lyro further!
Whenever a visitor is chatting with Lyro, they will see a message whenever the bot is preparing a response:
If you wish to display something slightly different, you can locate that message in your language pack and modify it. To do that, access Settings > Translations:
Find the default phrase \"Lyro is typing,\" and change it as you prefer. Please note that this particular message always needs to begin with \"Lyro,\" so there is no way to modify that part of the phrase:
Any changes you make in the Translations settings are saved automatically, so you can simply leave that section and your modification will already be active.
Lyro Actions are a powerful tool that allow you to connect with external systems and communicate back and forth with them, making use of API. You can access this tool inside the Behavior > Actions & MCPs section:
Please note that you may see a distinction between Simple Actions and Smart Actions, instead of one cohesive Actions tool. If you are seeing these two options separately, then you're using an older, legacy version of the tool which certain Tidio projects still have access to. The overall functionality is the same, however.
See this article for a detailed guide on using Actions, as well as this separate article on using Simple Actions (which only applies if you see this legacy version of the tool in your Tidio project).
In the Analytics tab of Lyro's settings, you can access detailed statistics regarding Lyro's overall performance. Please see this article for more details.
Yes! You can test out Lyro for up to 50 conversations for free. However, if you would like to use Lyro for more than 50 conversations, you'll need to upgrade to the paid Lyro AI Agent package, where you can unlock a monthly limit for Lyro.
Regular flows rely on pre-designed conversational paths, while Lyro uses artificial intelligence and natural language processing to understand questions and have human-like conversations with customers. Lyro can ask customers additional questions to provide more details and make sure customers are satisfied.
No, we are not. We're using Claude (Anthropic AI). We use Claude to power Lyro because this Large Language Model (LLM) has been fine-tuned to become helpful, honest, and harmless - making it the most trustworthy LLM on the market.
A single Lyro use is essentially a single time Lyro responds for the first time in a given conversation thread or ticket thread. Please note that a thread closes after 15 minutes of inactivity; any new message from the visitor will start a brand new thread, and Lyro's new response will be counted against your quota once more.
You can learn more about Lyro's quota in this article.
If you subscribe to the paid Lyro AI Agent package, your limit refreshes each month on the day that Lyro was activated for your account. For example, when Lyro was activated for you on the 14th of June - your quota will continuously refresh on the 14th of each month. However, if you're not subscribed to a Lyro package - the limit is not renewable, and equals to 50 initial Lyro responses.
Yes. We use Claude (Anthropic AI) to power Lyro. Claude is the most secure LLM on the market right now. It uses industry-standard best practices for data handling and retention.
It is possible to change the name \"Lyro\" to something else, but only if you are subscribed to the Lyro AI Agent package.
Tidio offers multiple AI features besides Lyro. Check our other articles to learn more:
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