Setting up an entire AI agent for your business can seem daunting, but with Lyro in Tidio, it’s a quick and efficient process. In just 10 minutes, you can have a fully operational agent ready to assist your customers! This guide will walk you through the steps to get Lyro AI up and running on your website - and in your mailbox.

In each of the four steps, we will also provide links to other articles that cover each topic in much more detail.

The Lyro Setup page lists adding knowledge, recommending products, configuring tone, testing, and enabling channels, with "Add knowledge" available first.

In this article, you will learn:

Silent walkthrough. Go through Lyro's Setup page: import a website, pick the Friendly tone of voice, test Lyro in the Playground, turn Lyro on in Channels so it answers only when agents are offline, open the Emails tab, and land on the Hub.

Step 1: Set up Lyro

To start your Lyro setup, head over to the Lyro AI Agent section. The first time you open it, you'll land on the Setup page (Meet Lyro, the AI Agent for your customer service), with a short checklist:

  • Add knowledge
  • Recommend relevant products
  • Communicate in your tone of voice
  • Test your AI Agent
  • Enable Lyro AI in your channels

Click on a step to see what it's about and the button that takes you to the right screen. Finished steps are crossed out, so you always know what's left. Once Lyro is active in at least one channel, Setup is replaced by the Hub - Lyro's performance at a glance.

You can also reach every screen from the menu on the left, where Lyro's settings are grouped into Knowledge (Data sources, Products, Suggestions) and Behavior (Guidance, Handoff, Proactive roles, Actions & MCPs), followed by Playground, Channels and Configure:

The Lyro AI Agent menu with Hub at the top, Knowledge expanded (Data sources, Products, Suggestions), Behavior expanded (Guidance, Handoff, Proactive roles, Procedures, Actions & MCPs), then Playground, Channels and Configure, and Conversations and Analytics with their arrow icons

The first part of integrating the Lyro AI agent is preparing it for work. To achieve that, you need to add data sources which Lyro will use as its knowledge base. Click on Add knowledge in the checklist (or go to Knowledge > Data sources) and choose how you'd like to add it:

Lyro AI Agent > Knowledge > Data sources on a project with no knowledge yet, with the Add more knowledge window open showing its six tiles: Website URL, Add manually, Upload CSV, Upload PDF, Upload Zendesk articles and Sync products

Add your website URLs as a data source

Choose Website URL, and paste in your relevant website URLs. The AI will learn the content of your page(s), understanding the context to answer visitor queries accurately.

Upload additional knowledge

For more comprehensive responses, add your own question-and-answer pairs (Add manually or Upload CSV), upload PDF files, or import your Zendesk Help Center articles. This helps Lyro provide more accurate and relevant answers.

You can see more details about adding and managing Lyro data sources in Data sources - Lyro's knowledge base.

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Please note: Lyro needs knowledge before you can test or activate it. Until you add some, you'll see To activate or test Lyro, you must first provide it with knowledge. on the Channels page.

Add your products

Running an online store? The Recommend relevant products step (Add product catalog) takes you to Knowledge > Products, where you can sync your product catalog, so Lyro can recommend items and answer shopping questions.

Set Lyro's tone of voice

The Communicate in your tone of voice step (Set up guidance) opens Lyro's tone of voice settings in Behavior > Guidance, where you choose how Lyro should sound. For more, please see Lyro Guidance.

Step 2: Test and improve Lyro

Before going live, test your Lyro setup to ensure it functions as expected - and improve where necessary.

Lyro AI Agent > Playground with the Live chat and Email (beta) tabs at the top, Live chat selected: the test chat widget on the left with a question about shipping and Lyro's answer, and the suggested test questions on the right

Use the Playground

Tidio provides a test environment where you can test Lyro’s responses. In the Playground section, ask questions that customers might submit and review Lyro's answers - on the Live chat tab like a visitor in your chat widget, or on the Email tab like a customer writing to your mailbox. Test questions don't count toward your Lyro conversations limit. You'll also find a Test Lyro button in the top-right of many Lyro screens.

You can see more details in Test Lyro before it goes live.

Refine the responses

If you find irrelevant, missing, or inaccurate information, you can edit, delete, or add responses. Keep an eye on Knowledge > Suggestions, too - it lists questions Lyro couldn't answer, so you can add the missing answers.

You can see more details in How to create a good FAQ for Lyro and Lyro Suggestions.

Configure conversation settings

Decide when Lyro should take over conversations. In Channels, on the Live conversations tab, go to Answer personalization and choose Lyro responds: Always or Only when human agents are offline. Then, decide how Lyro should behave during handoff in Behavior > Handoff.

You can see more details in Lyro - the conversational AI agent.

Step 3: Go live

Once you’re satisfied with Lyro's performance and general setup, it’s time to go live! Click on Select and launch Lyro AI on your channels in the checklist, or head over to Channels:

Lyro AI Agent > Channels, Live conversations tab: the "Lyro is active" card with its switch on at the top, the Live conversations and Emails tabs, the channel list (Live chat on, and Messenger, Instagram and WhatsApp with their switches and Integrate or Integrated links), and the Answer personalization section with "Lyro responds" set to Always

Activate Lyro

At the top of the Channels page, turn on the switch next to Lyro is inactive - it changes to Lyro is active. If the switch is grayed out, hover over it: To activate, first add knowledge in the Data sources tab means Lyro has no knowledge yet.

Once Lyro is active, it answers in your Live chat. On the Live conversations tab, you can also turn on Messenger, Instagram and WhatsApp - if a channel isn't connected to Tidio yet, click on Integrate next to it first.

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Please note: when you enable Lyro, any Visitor says flows you currently have will be disabled. This is to make sure visitors' messages do not interfere with how Lyro works in live conversations. However, you can enable your Visitor says flows back again anytime, even if Lyro is active. Only agents who can edit Flows in their permissions can activate Lyro.

Let Lyro answer emails

Lyro can answer your customers' emails, too. Open the Emails tab in Channels, turn on the Email switch and pick the mailboxes Lyro should answer from. Starting October 26, 2026, Lyro answers the whole email thread - including your customers' follow-up emails. For the details, please see Lyro on email: answering whole email threads.

Monitor conversations

Even after going live, keep an eye on the conversations Lyro is handling. Click on Conversations in Lyro's menu to see them in the Inbox - you can join in if necessary or let Lyro manage on its own. Analytics, just below, takes you to Lyro's reports. Analyzing Lyro's performance is essential if you want to provide quality responses in the long run.

You can see more details in Lyro Analytics.

Step 4: Take it to the next level

Create Actions

The Lyro AI agent isn’t just about answering questions - it can also perform specific, tailored tasks, like looking up an order. Head over to Behavior > Actions & MCPs, click on Create in the top-right, and choose Create from scratch or Create from template. From the same menu, you can also Add MCP server to connect Lyro with your other tools.

Please see Lyro Actions, Lyro Action templates and Connect Lyro with MCP servers for details. Projects that already used Lyro Tasks can find them as Simple Actions - please see Lyro Simple Actions (legacy).

Instruct Lyro with Guidance

You can create sets of detailed instructions for Lyro - prompts that will inform Lyro how to communicate and behave in particular situations. On top of that, you can decide about other aspects of Lyro's behavior, like the use of emojis or the general tone. You can have up to 5 active pieces of Guidance (up to 10 on the Plus plan).

Please see Lyro Guidance for more details on this feature.

Engage visitors with Proactive roles

Lyro doesn't have to wait for a visitor's question. In Behavior > Proactive roles, you can let Lyro start the conversation, based on what visitors do on your website. Proactive roles are great for lead capture, collecting feedback, onboarding users, or upselling.

You can see more details in Lyro - Proactive roles.

Advanced configurations

If you see Procedures in Lyro's menu, you can give Lyro step-by-step instructions for specific cases - see Lyro Procedures. You should also take advantage of Lyro's detailed settings in Configure, like its languages and audiences.

Feel free to browse our available articles on Lyro here.

The conversation chart contrasts answers by agents with a taller Lyro bar marked 70%.

Conclusion

Setting up Lyro in Tidio is a quick and efficient way to automate customer interactions on your website (and other channels). With just a few steps, you can have a smart, responsive agent working for you, providing support and even generating leads or booking meetings.

Every Tidio project gets 50 lifetime Lyro conversations at no cost - during the 7-day trial and on the Free plan after it - so you can see how Lyro works for you. To learn more, please see The Lyro AI agent limit. For any advanced settings or assistance, feel free to reach out to Tidio support anytime.

Further reading