# Data sources - Lyro's knowledge base Section: Lyro - AI Agent Description: Add and manage Lyro's knowledge: websites, Q&As, CSV and PDF files, Zendesk articles, your Help Center articles and your product catalog. Verified against Tidio panel 12.304.0 Last updated: 2026-11-08 Source: https://help.tidio.com/articles/lyro-data-sources/ In order to function properly, Lyro needs knowledge; in Tidio, this knowledge is stored and managed as **data sources**. As the person responsible for Lyro's setup, you need to provide all the necessary data associated with your products and/or services, so that Lyro can respond to incoming questions appropriately. There are several different ways to add and handle data sources, which we will cover below. **In this article, you will learn:** - [How to manage your data sources]() - [How to add knowledge based on Lyro's suggestions]() - [How to add knowledge from websites]() - [How to add knowledge manually]() - [How to add knowledge via file import (CSV, PDF)]() - [How to add knowledge directly from unanswered questions]() - [How to collect knowledge automatically from chats]() - [How to import knowledge from your Zendesk Help Center (and other platforms)]() - [How to synchronize your webstore products (Shopify, WooCommerce, API)]() - [How to use your Help Center articles as knowledge]() - [How to use custom audiences for data sources]() - [How to send us feedback about Lyro's responses]() [Video]() Silent walkthrough. Use a Help Center article as Lyro knowledge: check the Add knowledge options, switch on Lyro AI Agent and Copilot in the article and publish it, then filter Data sources by Article, open its language versions and the Delete window. ## Managing your data sources Here, we go over the general layout of the **Data sources** panel and how to manage Lyro's knowledge overall. If you'd like to learn more about the two main methods of managing Lyro's knowledge, feel free to jump to the sections below: - [Using the **Search** tool, **filters**, and **sorting** options]() - [**Reviewing** Lyro's responses]() ... or use the** table of contents** at the start of this article, and go straight to the details of different methods\! 💡 **Please note:** If you are subscribed to the **Plus** package and you have access to Tidio's **OpenAPI**, you can upload data sources via API - as described [in our developer references](). OpenAPI also allows you to export a full list of all your current data sources, as described [here](). ### Managing Lyro's knowledge You can manage all your Lyro data sources in the main** Lyro AI Agent** section, specifically under **Knowledge \> Data sources**: ![The Lyro AI Agent sidebar has "Knowledge" expanded and "Data sources" selected.]() In there, you will see all the knowledge you've gathered for Lyro: ![The Lyro Data sources table lists knowledge entries with their source, Lyro and Copilot usage, audience, and last update, plus search and filter controls.]() You can use the three-dot menu on the right to **delete** any question-and-answer pair (or website) you no longer wish to use at all. You can quickly add new knowledge by clicking the **Add knowledge **button in the top-right: ![An arrow points to the "Add knowledge" button beside "Test Lyro" above the data sources list.]() Once you click on it, you will see the **Add more knowledge** popup, with six options to choose from: **Website URL**, **Add manually**, **Upload CSV**, **Upload PDF**, **Upload Zendesk articles** and **Sync products**: ![The "Add more knowledge" dialog offers "Website URL", "Add manually", "Upload CSV", "Upload PDF", "Upload Zendesk articles", and "Sync products".]() Naturally, you see the same options if you're adding data sources for the first time. If you select the **Website URL** option, you will be able to add several web page addresses, or your entire website (so that Lyro can scan all of the relevant content automatically). Make sure you select the option you prefer: **Scan priority pages** or **Scan single page**. Lyro will scan these URLs and extract the available knowledge; you can later browse (and modify\!) it all as question-and-answer pairs. **Please note:** the **Scan priority pages** option is limited to scanning up to **100** pages. ![The website knowledge import dialog has "Scan priority pages" selected, a "Scan single page" alternative, an empty URL field, and "Import knowledge".]() If you select the **Add manually** option, you will be asked to create a question-and-answer (Q&A) pair from scratch - that means composing the question and the answer individually: ![The manual Q&A editor contains a question about headquarters and an answer naming central Brussels, with the audience set to "Everyone" and "Save and close" above.]() Note that at the bottom of the answer field you can use several available** AI Tools **(Rewrite, Elaborate, and Shorten), as well as add **images** or **hyperlinks**. ![The answer editor toolbar has an "AI Tools" button followed by image and hyperlink icons.]() Of course, you can continue adding more Q&A pairs (and websites or CSV files, etc.) as needed so that Lyro has all the required data. Feel free to jump to one of the further sections of this article for **details about the available methods**: - [Adding knowledge from websites]() - [Adding knowledge manually]() - [Adding knowledge via file import (CSV, PDF)]() - [Adding knowledge directly from unanswered questions]() - [Collecting knowledge automatically from chats]() - [Importing knowledge from Zendesk (and other platforms)]() - [Synchronizing your webstore products (Shopify, WooCommerce, API)]() - [Using your Help Center articles]() 💡 **Please note:** when you add your first data source, Lyro will try to find general information about your company (on the website where your Tidio widget is installed). If successful, this information will be automatically added to the **Company description** field, which you can find (and modify) in the **Configure \> General** tab, under the **Identity** section there. Please [refer to this guide]() for more details. 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: ![A Lyro reply lists business benefits of chatbots, with an arrow pointing to the "Read more here" link at the bottom.]() If you prefer, you can disable this feature [as described in this guide](). ### The Search tool, filters, and sorting options If you wish to update specific information, simply search for the keyword or phrase (by using the **Search by keyword or URL** field) - and you should be able to find the respective results. You can also search by typing in any URL that may have been used in the response, question, or as the source of information. The tool searches through both questions and answers, allowing you to find what you need efficiently. ![The Data sources search field contains "where" and is outlined, with four matching results listed below.]() To the right of the **search** tool, you can see several more options for** browsing and sorting** your data sources: ![The Data sources toolbar has "Show", "Sources", "Used by", and "Audiences" filters set to "All", with sorting set to "Newest first".]() The first option on the left allows you to display either **all the data sources** at once, or just the **folders**, or just the particular **Q&A**s (question-and-answer pairs). Note that the **folders** option simply shows any websites (and Zendesk help centers) you've added, while the **Q&A** option will let you see everything - including the particular Q&As that are found inside the website (and Zendesk) folders. ![The "Show: All" filter is open with unchecked "Folders" and "Q&A" options.]() Next is the **Sources** filter. You can select between the different sources (or any combination): ![The "Sources: All" filter is open with checkboxes for "Manual", "Website", "Zendesk", "HTML", "Inbox", "CSV", and "PDF".]() #### Manual This label is used when you create a Q&A pair either directly from this tab, or from a chat where Lyro failed to answer. In both cases, you basically create the Q&A from scratch. Please see [this section of the article ]()to learn about adding Q&A pairs manually. #### Website Any **website URL** you add will be listed here, along with its current status (whether the URL is still being scanned or not, or if any issue was encountered). You also get the option to re-synchronize the data source (e.g. if you've updated your website). Please jump to[ this part of the article]() to learn the details of adding and managing website URLs. #### Zendesk If you upload any **public Zendesk help cente**r of yours, it's going to be labelled this way. Please go to[ this section of the article]() to learn about adding Zendesk articles. #### HTML This label is used when you add a website data source through **API**. Uploading data sources via API is only available if you are subscribed to the **Plus** package and you have access to Tidio's **OpenAPI**. #### Inbox This label is used when you add a Q&A pair that Lyro extracted automatically from a **solved live chat**. Please see [this section of the article]() for more details on this feature. #### CSV This label is used for any Q&A pairs that have been imported through a **CSV file** upload. Please see [this section of the article]() for more details on importing data through files. #### PDF This label is used for any Q&A pairs that have been imported through a** PDF file **upload. Please see [this section of the article]() for more details on importing data through files. #### Article This label is used for articles from your Tidio **Help Center** that you've made available to Lyro or Copilot. Please see [this section of the article]() for more details. Another option available here is the **Used by** filter; you can decide to show only those Q&As that are currently being used (or not) by **Lyro**, by **Copilot**, by both, or just ignore this usage (which is the default): ![The "Used by: All" filter offers checkboxes for knowledge used or not used by Lyro and by Copilot.]() The **Audiences** option allows you to browse your data sources based on the custom Audiences you may have added (the default target audience being '**everyone**' for all your data sources): ![The "Audiences: All" filter is open with checkboxes for "Everyone", "Outside of UK", and "Subscribers".]() The last option allows you to sort your Q&As from **newest first **or** oldest** **first**: ![The sorting menu offers "Newest first" and "Oldest first", with "Newest first" currently selected.]() ### Reviewing Lyro's responses You can find your current Lyro conversations (and tickets) in the dedicated **Lyro AI Agent** folder, available just underneath the **Tickets** folder and above the **Views** folder - on the left in your Inbox: ![The Inbox sidebar has "Lyro AI Agent" selected between Tickets and Views, with "Live conversations" and "Tickets" tabs above the conversation list.]() Inside a conversation, whenever Lyro responds according to its knowledge, you can use the **Review sources** button: ![A Lyro response about the partner program has an arrow pointing to its "Review sources" button.]() This allows to you view the **exact data source** Lyro used to provide this particular response. If the source was a web page you uploaded, you can see the exact **URL** (and even **delete** it, if you wish): ![The highlighted "Review sources" panel shows one website source, its URL, and a "Delete" button beside the Lyro conversation.]() If the source was one of your question-and-answer pairs added to the Q&A list, you will see the details of that particular pair - in addition to the **edit** and **delete** options: ![The highlighted "Review sources" panel shows the Q&A about headquarters in central Brussels, with "Edit" and "Delete" buttons.]() ## Taking advantage of Lyro's suggestions A very useful tool that you should check out is the **Suggestions** section - it can help you create new Q&As quickly: ![The Lyro AI Agent sidebar has "Suggestions" selected under Knowledge, with a "99+" notification badge.]() If there are any suggestions already available, you’ll see an orange notification in the main menu - with the number of suggestions displayed directly on the **Lyro AI Agent** section icon itself as well: ![An arrow points to the orange "99+" notification badge on the Lyro AI Agent navigation icon.]() The** Suggestions** section lists any questions that Lyro was unable to answer successfully when chatting with visitors live. This list allows you to address each such question individually, and add a proper answer for Lyro to use in the future. ![The Suggestions table lists unanswered questions with occurrence counts, intent, and when each was last asked, sorted by "Most occurred".]() You can use the **search** tool in the upper-left to search for suggestions that include specific keywords or phrases. You can also filter the list by **intent**: ![The Suggestions page has a "Search question" field and an "Any intent" filter above the list.]() You'll see more options further to the right: you can sort the suggestions by the number of **occurrences** or by **date** (of the most recent occurrence): ![The Suggestions sorting menu offers "Most occurred", "Least occurred", "Newest first", and "Oldest first".]() The suggestions listed will display the **question**, the number of **occurrences**, the detected **intent**, and the **most recent date** when the question was asked: ![A suggestion asks about Lyro AI plan pricing, with 34 occurrences, the intent "Price quotes", and a last-asked timestamp.]() Some questions may get suggested **pre-filled answers**, based on what Lyro was able to find in previous conversations between visitors and agents (you can see more about this feature [in this section of the article]()): ![A sparkle icon beside a suggested question has a tooltip explaining that its AI-generated answer is based on a previous agent-customer conversation.]() To manage a suggestion from this list, click on the listed question itself or hit the **Review suggestion **option available in the three-dots menu on the right: ![A suggestion row has its three-dot menu open to the "Review suggestion" option.]() In the panel that appears, you will be able to modify the suggestion and see other details - like the **source**, number of **occurrences**, detected **intent**, and creation **date**: ![The suggestion details panel shows "Inbox" as its source, one occurrence, "Price quotes" as the intent, and a "Show last conversations" link.]() You can also click the '**Show last conversations**' link to see a list of (up to 10) threads where the suggestion stems from: ![The "Question occurrences" dialog shows a consulting-price question and Lyro saying it lacks enough information, with a "Show in Inbox" link.]() Inside each listed thread, there is a '**Show in Inbox**' link as well, letting you go directly into the full conversation where the interaction took place. Please note: If the suggestion comes with a pre-filled suggested answer, the '**Show last conversations**' link will be replaced with a **direct link** to the specific Lyro conversation where the suggestion came from. You can **ignore** the suggestion if it is irrelevant, which lets you remove it entirely. Naturally, to use the suggestion, complete the **Answer** field (if not already completed automatically by Lyro itself) and hit the **Save as a Q&A** button. Once added, the new Q&A will be listed under the** Data sources** tab (and labelled as **Manually added**), available for Lyro to use if the same question is asked again in the future. 💡 **Please note:** you can also add new Q&As directly from the **Playground **section\! if you ask Lyro a question that it doesn't know the answer to, you can use the** Add answer** button directly inside the test widget: ![The test chat widget shows an "Add missing answer" card with an "Add answer" button for a question Lyro could not answer.]() ## Adding knowledge from specific web pages If you click on the **Add** button in the **Data sources** section and select** Website URL**, you get the option to expand Lyro's data source with specific web pages - or even entire websites in one go\! In the window that pops up, you see a few relevant tips, and you get to select the option you prefer: **Scan priority pages** (allowing you to provide just one top-level address, so that Lyro can scan the pages included under it - but 100 is the maximum) or **Scan single page** (allowing you to list specific URLs, one by one). ![The website knowledge import dialog has "Scan priority pages" selected, a "Scan single page" alternative, an empty URL field, and "Import knowledge".]() 💡 Please note that you cannot provide a URL that links to a file (like a PDF or an image, etc.). Instead, use the **Upload CSV** or **Upload PDF** option if you wish to upload a file. 💡 If your website is hosted on **Cloudflare**, you may have a **firewall** in place - it can block Lyro from scanning your website for knowledge. To allow Lyro to scan your website properly, please see [this guide](). 💡 You can add **up to 500** URLs overall. Once you get there, you'll see **You've reached the 500 URL limit and can't add more. Contact us to request more or remove unneeded URLs.** If you need more, simply contact us. Once a URL is loaded and ready to use in Lyro, you will see it listed in the **Data sources** list as a website **folder**: ![The Data sources list contains two website folders, each with a URL, an expand arrow, and "Website" as its source.]() By clicking on any of these added URLs, you can **see more details** - all the individual question-and-answer pairs that Lyro has generated automatically from that particular web page: ![A website knowledge folder lists 10 generated questions, with "Website" as the source and enabled Lyro and Copilot usage labels.]() Inside this detailed view, you can click on any of the Q&As and **modify** them according to your needs. When you're editing a particular Q&A, you will see all the relevant information (in addition to the question and answer), including the last update time and the source URL that Lyro scanned. ![The Q&A editor shows a UK shipping question and answer, CSV source details, enabled Lyro and Copilot toggles, and "Everyone" as the audience.]() Remember that you can **disable** any individual Q&A pair from Lyro or Copilot usage, without deleting them permanently\! In order to disable a Q&A from a specific usage, deactivate the blue toggle next to **Used by**: ![The highlighted "USED BY" section has Lyro AI Agent enabled and Copilot disabled for the selected Q&A.]() Back in the general **Data sources** view, you can also **re-synchronize** **any added URL**. This is very useful if the information on the website in question has been updated, and you'd like to keep Lyro's knowledge up-to-date as well. Click on the three dots next to any website data source, and use the** Re-sync** option: ![A website source has its circled three-dot menu open, with "Re-sync" highlighted above "Delete".]() 💡 **Please note:** when you re-synchronize, Lyro basically **removes** the associated Q&A pairs and **replaces** them with new ones, based on the information scanned from your website. This is important to keep in mind if you've ever **manually edited** any of these URL Q&As; your manual edits will be gone. 💡 **Please note:** If you are subscribed to the custom **Plus** or **Premium** package, you gain access to the **automatic website re-sync** option. It's available inside Lyro's **Configure \> General** section; it allows your URLs to synchronize every week automatically. In addition to this, you can disable the auto-sync option for specific URLs if you want finer control over the automatic synchronization. ![The "Auto-sync websites" setting is switched off, with text explaining weekly syncing and that manual syncing resets the weekly schedule.]() ## ## Adding question-and-answer pairs manually Another method of expanding Lyro's data source is adding individual question-and-answer pairs manually, one by one. Whenever you use this option (by using the **Add** button in the** Data sources** section, and selecting **Add manually**), you will need to compose a question and an appropriate response yourself: ![The manual Q&A editor contains a question about headquarters and an answer naming central Brussels, with the audience set to "Everyone" and "Save and close" above.]() Note that at the bottom of the answer field you can use several available** AI Tools **(Rewrite, Elaborate, and Shorten), as well as add **images** or **hyperlinks**. ![The answer editor toolbar has an "AI Tools" button followed by image and hyperlink icons.]() Naturally, you can edit (or remove) any of the pairs, by accessing the options menu for each pair individually - on the right. By using the **Edit** option, you will see the question and answer once again, available to customise. You can also disable the given Q&A without removing it completely - simply deactivate the blue toggle next to the **Lyro **and/or** Copilot** label: ![The highlighted "USED BY" section has Lyro AI Agent enabled and Copilot disabled for the selected Q&A.]() You can also decide about any available custom Audiences for this particular Q&A (if you've created any Audiences already): ![The highlighted "AUDIENCE" field is set to "Everyone", with a note that Lyro AI Agent and Copilot use the same audience.]() ## Adding knowledge by importing files (CSV, PDF) It is possible to expand Lyro's data source by importing a** CSV** or a** PDF** file into Tidio. ### Upload CSV Use the **Upload CSV** option if you'd like to import knowledge from a **properly formatted** CSV file. You can simply drag and drop a file containing **two columns**, one for the questions and another one for the associated answers - or you can browse for the file on your computer: ![The CSV import dialog accepts files up to 512 KB, has "Replace duplicates with CSV content" selected, and enables knowledge for both Lyro AI Agent and Copilot.]() 💡 **Please note:** a single CSV file upload can contain a maximum of **500 entries**, and the file can be up to **512 KB** in size. Each question can be up to **500 characters** long. You can, however, upload multiple CSV files; the total number of entries **cannot exceed 10,000**. When you use that option, you can also download a **sample** CSV file that shows you the proper formatting. You also get two options under **Choose how to handle duplicate Q&As:** - **Replace duplicates with CSV content** or **Skip duplicates and import only new entries** (keeping the old version). Additionally, under **Where should this knowledge be used?** you can immediately decide if the imported Q&As should be used by Lyro, Copilot, both, or neither. Of course, you can change this setting later on as well. ### Upload PDF Use the **Upload PDF** option if you'd like to import knowledge from an existing **PDF** file. You can simply drag and drop your PDF or browse for the file on your computer: ![The "Upload PDF" dialog has a click-or-drag upload area allowing files up to 30 MB each and 50 MB in total.]() You can upload **up to 10 **PDF files at a time, up to **30 MB** each and **50 MB** in total. There are** no formatting requirements** for PDF files; Lyro will be able to read and interpret all the information present in the file, including **images**. Please note, however, that the images will **not** be imported in the Q&As - but Lyro will understand them and use them to compose its responses. To get a copy of a PDF you've uploaded, use the **Download file** option in its three-dot menu in the **Data sources** list. ## Adding knowledge directly from unanswered questions One more useful way of updating Lyro's knowledge is adding it **directly from live conversations**. Whenever Lyro doesn't know the answer to a question, you get the option to fix that without accessing Lyro's configuration. If you find a situation where Lyro failed to respond, you will notice the **Create answer** button: ![A Lyro reply cannot answer a consulting-price question, with an arrow pointing to "Create answer" beneath the missing-information notice.]() Click on that button to bring up a new window; that will let you create a new **question-and-answer pair** for Lyro's data source. The **question** field will be pre-filled with the visitor's message (which Lyro had trouble with), although you can modify it any way you need. The **answer** field is available for you to complete with an appropriate response for Lyro to learn: ![The "Create a new Q&A" dialog contains the visitor’s consulting-price question, an empty answer field, and a "Create Q&A" button.]() Hit the blue **Create Q&A** button to save your new response, and return to the conversation right away. Please remember that you can find your current Lyro conversations (and tickets) in the dedicated **Lyro AI Agent** folder, available just underneath the **Tickets** folder and above the **Views** folder - on the left in your Inbox: ![The Inbox sidebar has "Lyro AI Agent" selected between Tickets and Views, with "Live conversations" and "Tickets" tabs above the conversation list.]() ## Collecting knowledge automatically A very useful feature that Lyro has is the ability to automatically **gather data from live conversations** you (or your other agents) have had. This lets you review and add knowledge that Lyro may have been missing before your live conversation. Please note that tickets (emails handled in the panel) are **not** scanned by Lyro for knowledge this way. Whenever an agent finishes a live conversation by using the **Solve** option, Lyro scans it for any useful knowledge. Any such data will be extracted by Lyro and listed in your **Suggestions** section, tagged with the **Pre-filled** label: ![The Suggestions list has a highlighted consulting-price question tagged "Pre-filled", with "Price quotes" as its intent and a "Review" button.]() Such an extracted Q&A pair will be **disabled by default**, allowing you to review them all individually first. This way, you can make sure the extracted information is correct and suitable for your business. Once you click on a pair to review it, you can modify the question and answer - and **activate** it by clicking on the** Save as a Q&A** button: ![A pre-filled suggestion answers that consulting costs a flat $200 fee, with an arrow pointing to "Save as a Q&A".]() Note that you can take a look at the live conversation itself by using the **Show in conversation** link\! This lets you see the source of this knowledge in context. Once you activate the Q&As you like, they will start being used by Lyro in future conversations. Of course, we recommend you **periodically check your Suggstions **section in order to keep track of any new automatically-generated knowledge, so that you can review and activate it. ## Importing Zendesk articles, and more There is also a unique option for uploading knowledge from an existing **Zendesk Help Center**, so that you can use your Zendesk articles as a data source in your Tidio project. You can see this option when you hit the **Add knowledge** button inside your **Data sources** section: ![The "Add more knowledge" dialog has "Upload Zendesk articles" outlined among the available import methods.]() Once clicked, you will be able to import the content your **public articles** by providing the URL of your Zendesk Help Center: ![The "Import Zendesk public articles" dialog asks for a Help Center URL and notes that articles must be public, with an "Import" button below.]() There are also methods for importing your **Zendesk tickets** into Tidio, as well as data from **Gorgias** and **Intercom**. That can be achieved directly with the assistance of our team, and requires an active **Lyro AI Agent** subscription. Please see [this article]() for more details on these methods. ## Synchronizing your webstore products In addition to importing knowledge from your website or adding Q&A pairs, etc., you can also** integrate your store's product listing**. This allows Lyro access to information about your existing products directly from your database, which can be a great way to help your customers looks for specific products and compare them, and get recommendations from Lyro. Once you select the** Sync products** option (after hitting the **Add knowledge** button), you will be taken to the **Knowledge \> Products** section, where you can use one of the available options: ![The Products page invites users to provide a product listing, with a "Sync products" button above examples of product recommendations and in-chat shopping.]() Depending on the store platform you're using, or on your preferences, you can choose the option that suits you. Please see our dedicated guides on each of the available options below: - [**Shopify** product sync]() - [**WooCommerce** product sync]() - [Synchronization via **API**]() 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. ## Using your Help Center articles If you run a Help Center in Tidio, its articles can become knowledge for Lyro (and Copilot) as well - there's nothing to import or re-sync, as Lyro works from the published version of each article. 💡 **Please note:** using Help Center articles as knowledge is part of the **Help Center** add-on. If your plan no longer includes it, the article editor says **Your plan no longer includes the Help Center add-on, so this article is not used by Lyro AI Agent or Copilot**. You choose the articles in the **Help Center** section, not in **Data sources**. Open an article in the editor, and find the **Lyro AI** section on the right ("Make this article available to Lyro AI Agent and Copilot"). Switch on **Lyro AI Agent**, **Copilot**, or both, and pick the **Audience** if you'd like the article to be used only for some of your visitors: ![The Help Center article editor with an article open, and the sidebar on the right showing the Lyro AI section: the description "Make this article available to Lyro AI Agent and Copilot", the Lyro AI Agent and Copilot switches (both on), and the Audience field set to Everyone with the note "Lyro AI Agent and Copilot will use the same audience."]() In the same sidebar, the **Article visibility** field lets you write **Unlisted** articles too: they're "Not published in your Help Center. Available only to Lyro, Copilot, and human agents." - a handy place for internal know-how. Articles you've shared with Lyro or Copilot show up in your **Data sources** list with the **Article** label (you can also pick **Article** in the **Sources** filter). Click on one to see its language versions and whether each of them is used: ![Lyro AI Agent \> Knowledge \> Data sources filtered by Sources: Article, with one Help Center article opened to show its language versions in the Article, Language, Used by and Last updated columns]() To change the article itself, use **Edit in Help Center** in its preview. To stop Lyro and Copilot from using it, open the three-dot menu, select **Delete**, and confirm with **Stop using** in the **Stop using this article?** window. Don't worry - the article stays in your Help Center, and you can switch it back on there anytime. ## Using Audiences for data sources 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 (please see [this separate guide]() for more details on this particular feature, as we only cover data source audiences here). ![The Configure page has the "Audiences" tab selected, listing two audiences and their filters beside "Manage knowledge" and "Add audience".]() ### Creating and managing custom audiences 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**: ![The "Add audience" dialog has an empty audience name, a condition row with filter controls, an "Add condition" link, and "Save".]() 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, and 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: ![The "Subscribers" audience has "Has purchased" set to "yes", with "AND" joining a second filter whose selection menu is open.]() 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: ![The "Subscribers" audience combines purchase and email filters with "AND", and a separate empty condition group follows an "OR" label.]() 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. Please note that we only cover using audiences for data sources in this guide (see this [separate article]() for details on using it for handoff). ![The Audiences table lists "Outside of UK" with a country filter and "Subscribers" with purchase and email filters, each with edit and delete icons.]() ### Audiences for data sources 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: ![The refund Q&A editor has its "AUDIENCE" section outlined in the lower-right, with "Everyone" selected.]() 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: ![The "AUDIENCE" menu offers "Outside of UK", "Subscribers", "Reset to Everyone", and "Manage audiences".]() Once you hit the** Save and close** button for the data source, your audience settings for this particular data source will be saved. ## Sending feedback about Lyro responses 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: ![A Lyro refund response has an arrow pointing to the feedback area with thumbs-up, thumbs-down, and "Review sources" buttons.]() 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. ![The thumbs-up button is selected beneath "AI response based on your data sources", beside "Review sources".]() 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): ![The "What went wrong?" feedback dialog lists five reasons, with "Too general" checked and "Send" and "Cancel" buttons below.]() If you select **other**, you cam additionally provide more details or a comment: ![The feedback dialog has "Too general" and "Other" checked, revealing an "Add your comment" field above "Send".]() With the feedback you provide, we'll be able to keep improving Lyro further\! ## Further reading - Lyro - the conversational AI agent - [Test Lyro before it goes live]() - [Lyro Analytics]() - [Lyro Suggestions]() - [How to disable Cloudflare's firewall for Lyro?]() - [How to import knowledge from your existing system into Lyro]()