# Lyro Procedures Section: Lyro - AI Agent Description: Give Lyro step-by-step Procedures that use Actions, MCP tools, Contact Properties and tickets, test them, and see the conversations where they were used. Verified against Tidio panel 12.304.0 Last updated: 2026-11-07 Source: https://help.tidio.com/articles/lyro-procedures/ Lyro can follow complex, multi-step workflows in specific situations (e.g. refund requests) while guiding the conversation throughout the entire process. The **Procedures** tool allows you to define scenarios and their necessary steps in an intuitive way. **In this article, you will learn:** - [How Procedures work and what they're useful for]() - [What the limits of Procedures are]() - [How to set up a Procedure]() - [How to manage your Procedures and see where they were used]() [Video]() Silent walkthrough. Build a Refund request procedure that uses the Check order status Action, saves the customer's email and creates a ticket, test it in the preview and activate it. ## How do Procedures work? 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**, tools from your **MCP servers** 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. ![The Return policy procedure checks delivery time, processes a refund if fewer than 30 days have passed, and otherwise creates a ticket.]() ### How are Procedures different from Guidance? If you've ever used [Lyro **Guidance**](), then **Procedures** will feel familiar - while solving a different problem. **Guidance** helps you shape Lyro's general behavior and personality - tone of voice, formatting preferences, and simple rules that apply broadly across conversations. **Procedures** help you define a specific, structured workflow that Lyro should run from beginning to end, often involving multiple different API calls to your connected systems. A Procedure can therefore be quite complex. **Guidance** and **Procedures** are separate tools, so you can keep your brand voice and general guidelines in **Guidance**, while using **Procedures** for the parts of your support flow that need a defined sequence of steps. ### What can I use Procedures for? Procedures are especially useful for processes that involve several steps and may need to connect with external systems along the way. Some common examples include: - **Booking or ordering**: Walking a visitor through a multi-step booking process, such as choosing a service, confirming a date, and collecting the details needed to finalize it. - **Lead qualification**: Collecting a specific set of details from a visitor before taking further action, like creating a lead in your CRM. - **Diagnostics or troubleshooting**: Asking a structured set of questions to narrow down an issue before suggesting a resolution or escalating it to your agents. - **Ticket creation**: Gathering the right details from a visitor and creating a support ticket automatically once the process is complete. ## What are the limits for Procedures? A Procedure **cannot** tell Lyro to trigger a **Flow**, as that would effectively interrupt the entire process from Lyro's side. Lyro can, however, create a ticket as part of a Procedure. Additionally, the number of **active** Procedures (switched on at the same time) differs depending on your **subscription**: - **Free**: 1 Procedure - **Starter** / **Growth** / **Lyro AI Agent**: 5 Procedures - **Plus**: 10 Procedures - **Premium**: 10 or more Procedures You can create and save more Procedures than that - they simply stay inactive until you switch them on. Once you reach the limit, the switch next to your inactive Procedures is grayed out; hover over it to see how many active Procedures your plan includes (e.g. **Your current plan includes 1 active Procedure. To activate more, Upgrade**). Using **Activate** in the Procedure creator at that point opens an upgrade window instead: ![Lyro AI Agent \> Behavior \> Procedures with one active Procedure and one inactive one, the mouse over the grayed-out switch of the inactive Procedure, showing the tooltip "Your current plan includes 1 active Procedure. To activate more, Upgrade"]() ## Setting up a Procedure You'll find the **Procedures** tool in the **Lyro AI Agent** section, under **Behavior \> Procedures**: ![The Lyro sidebar has Behavior expanded and Procedures selected.]() 💡 **Please note:** Procedures aren't switched on in every Tidio project yet. If you don't see **Procedures** under **Behavior** in your Lyro AI Agent section, the tool isn't available in your project at the moment. From there, you can **create** new Procedures from scratch or **modify** existing ones, and **test** everything out as well. ![The empty Procedures page offers "Create procedure" and "Create first Procedure", alongside "Test Lyro".]() When you use the **Create procedure** button in the top-right, you will be taken to the Procedure **creator**, comprised of three sections: - [Name]() - [When to use]() - [Add step-by-step instructions]() ![The Create procedure form contains Name, When to use, numbered instructions, "Add tool", and save and activation controls.]() #### Name This is what your Procedure will be **titled**, and it's only for your organisational purposes. ![The procedure Name field contains "Change shipping address".]() #### When to use Here you define what **triggers** the Procedure; you need to describe when Lyro should start it. ![The When to use field specifies when someone asks about changing their order’s shipping address.]() #### Add step-by-step instructions This is the main section. Here you determine all the **steps**, one by one, that must be carried out once the Procedure starts. You can not only type specific instructions, but also trigger **Actions**, reference and update **Contact Properties**, as well as tell Lyro to **create a ticket**. Keep in mind that it's always a good idea to be as detailed and clear as possible with your instructions, which will give Lyro more context to carry out the Procedure properly. ![The instructions request an order ID and original delivery address, run "Change shipping address", and create a ticket if details are missing or an issue occurs.]() Apart from typing your instructions, in the bottom-left corner you will find the **Add tool** button (or simply type **/** in the instructions). Once clicked, it will give you several options: - [Use Action]() - [Use MCP tool]() - [Read Contact property / Update Contact property]() (under **Data operations**) - [Create a ticket]() (under **Escalation**) ![The Procedure creator with the Add tool menu open below the instructions: Use Action and Use MCP tool at the top, then the Data operations header with Read Contact property and Update Contact property, and the Escalation header with Create a ticket]() #### Use Action The **Use Action **option lets you insert one of your existing Lyro **Actions** into the Procedure. All your active Actions will be listed, and you also get the option to **Create new Action** without leaving the Procedure. Adding an Action to your Procedure tells Lyro that the given Action needs to be launched at that moment, taking into account the overall context of the whole Procedure. To learn more about Lyro **Actions**, please see [this dedicated guide](). ![The Add tool menu lists the "Change shipping address" action and "Create new Action".]() #### Use MCP tool If you've connected Lyro with an **MCP server**, the **Use MCP tool** option lists the tools you've switched on, grouped by server. Pick one to tell Lyro to use that tool at this step. If a tool is later switched off or removed, the Procedure will show a warning on it, so you know to fix it. To learn how to connect an MCP server, please see [Connect Lyro with MCP servers](). #### Read Contact property / Update Contact property The **Read Contact property** option tells Lyro to access that specific property and take note of its value (if any is present for the current visitor). In the list, you will see four default properties (**Name**, **Email**, **Current URL** and **Timezone**), as well as the **custom** properties that Lyro is allowed to read. In addition to that, you can use **Update Contact property** to tell Lyro to modify a given property with a new value. Here, you'll see **Name** and **Email** (the only default properties Lyro can change), and all of your custom properties. Both lists also give you the option to **Add new contact property**. **Please note**: for a custom Contact Property to be visible in the **Read Contact property** list, it must first be **made available** to Lyro. That can be managed via Lyro's **Configure \> General** tab, as described[ in this guide](). ![The Add tool menu offers visitor properties and an expanded Custom contact properties submenu, including shipping address and subscription.]() #### Create a ticket The **Create a ticket **option is used for handoff, and tells Lyro to create a new ticket for live agents to handle later. When you are done with your Procedure, you can use the **Test it out** button at the bottom. This will open a Tidio widget for you to use Lyro as a real visitor would on your website. The button becomes available once the **Name**, **When to use** and instructions are filled in, and Lyro has at least one data source to learn from. ![The procedure editor provides "Test it out", "Save and close", and "Activate" buttons.]() Once you're happy with how things are working, you can hit the** Save and close** button - this will save all your changes and close the Procedure creator. The Procedure will remain inactive until you enable it, however; if you use the **Activate** button instead, the Procedure will be saved and also enabled right away. ## Managing your Procedures Any Procedures you create and save will be listed in Lyro's **Procedures** section: ![The Procedures list contains "Change shipping address" with its activation switch enabled.]() From there, you can **enable** or **disable** existing Procedures by using the toggle on the right. Click on the three-dots menu to see the **Edit** and **Delete** options as well: ![The procedure’s three-dot menu is open with "Edit" and "Delete" beside an enabled activation switch.]() In the upper-right, you will also see the **Search** tool for quickly finding the Procedure you're looking for, as well as **sorting options** for your list: ![The Procedures list has a Search field and sorting options for creation date, alphabetical name, and active or inactive status.]() Want to see a Procedure at work? Click on the speech bubble icon (**View conversations**) next to its switch. A window will open with the Lyro conversations where that Procedure was used: the visitor's **Name**, **E-mail** and the **Date**, for the date range you pick at the top. Use **Go to conversation** to open any of them in the Inbox: ![The Lyro conversations window opened from a Procedure, with "Procedure:" and the Procedure's name at the top, a date range picker, and a table of three conversations with the Name, E-mail and Date columns and the Go to conversation link on each row]() ## Further reading - [Lyro Actions]() - [Connect Lyro with MCP servers]() - [Lyro Guidance]() - [Contact Properties]() - [Test Lyro before it goes live]()