# Test Lyro before it goes live Section: Lyro - AI Agent Description: Test Lyro's live chat and email answers in the Playground (test questions don't count toward Lyro's limit), check the sources behind each answer, add missing answers, and test Guidance, Procedures, Actions and Proactive roles before you save them. Verified against Tidio panel 12.304.0 Last updated: 2026-11-09 Source: https://help.tidio.com/articles/test-lyro/ Not sure how Lyro will answer your customers? You don't have to find out live. Tidio gives you a safe test environment where you play the customer: ask Lyro (the AI agent) the questions your visitors usually ask, see its answers, check which knowledge it used, and fix anything that's missing - all before Lyro talks to a single real customer. And the best part: test questions in the Playground **don't count toward Lyro's conversations limit**, so feel free to test as much as you like. **In this article, you'll learn:** - [How to test Lyro in the Playground]() - [How to test Lyro's email replies]() - [How to see which sources Lyro used]() - [How to add an answer Lyro didn't know]() - [How to test Lyro from any Lyro screen]() - [How to test Guidance, Procedures, Actions and Proactive roles before you save them]() [Video]() Silent walkthrough. Ask an example question in the Playground and review its sources, send a test email Lyro can't answer, create the missing Q&A from it, resend the email to get Lyro's reply, and open Test Lyro from Data sources. ## Testing Lyro in the Playground Head over to the **Lyro AI Agent** section, and click on **Playground** in the menu on the left. You'll land on the **Live chat** tab: ![Lyro AI Agent \> Playground on the Live chat tab: the test chat widget on the left with the automatic "Hi" message and Lyro's greeting, and on the right the "Test Lyro with your knowledge" heading with the Reset test link, the description, several example question buttons and the Show other link below them]() On the left, you'll see a test version of your chat widget. Tidio starts the conversation for you with a short greeting in Lyro's default language (for example, "Hi"), so Lyro is ready to answer right away. Simply type a question in the widget, just like a visitor would. No ideas what to ask? On the right, under **Test Lyro with your knowledge**, you'll find example questions taken from your knowledge. Click on any of them to send it to Lyro, or click on **Show other** for a new set of examples. When you'd like to start over with a fresh conversation, hit **Reset test** in the top-right of the questions panel. 💡 **Please note:** Lyro needs knowledge before you can test it. If you haven't added any yet, the Playground will say **Lyro needs knowledge to answer customer questions** - click on **Add knowledge to Lyro** to add your first data sources. If you have Q&As but none of them is used by Lyro, you'll see **Adjust Q&A status to use playground** instead, with the **Change Q&A status** and **Add knowledge** buttons. ## Testing Lyro's email replies Lyro can answer your customers' emails too, and you can test that as well. Click on the **Email** tab at the top of the Playground (it's marked **beta**): ![Lyro AI Agent \> Playground on the Email tab (with the beta badge): the empty test thread with the "Test Lyro with your knowledge" heading and its description in the middle, the email composer at the bottom with To: Lyro, the "Enter a ticket message..." placeholder and the Send button, and the example questions on the right]() Write an email to Lyro in the composer at the bottom (or click on one of the example questions on the right), and hit **Send**. After a moment, you'll see Lyro's reply in the thread, just as your customer would get it by email. Not every email gets an answer, and that's on purpose. Lyro only replies when it finds a clear question it can solve. If it doesn't, the Playground tells you why, and that the email would be assigned to a human agent. In the same way, if Lyro doesn't have the knowledge to answer, you'll see **Add missing answer** (more on that [below]()). To try another question, click on **Reset test**. Since Lyro also answers customers' replies in the same email thread, you can test that too: once Lyro has replied, simply write a follow-up email in the composer and hit **Send** again. ![The Email tab of the Playground with a short thread: your test email ("You"), Lyro's reply with the Review button below it, and the composer open below the thread for a follow-up email]() 💡 **Please note:** you can test emails even if Lyro doesn't answer your emails yet. In that case, the Email tab shows a message that Lyro for Emails isn't activated, with a **Set up Lyro for Emails** link that takes you to Lyro's email settings. The Email tab is in beta, so the way it looks may still change. ## Seeing which sources Lyro used Got an answer you didn't expect? Every test answer lets you look behind the scenes. In the live chat test widget, use the option to review sources under Lyro's answer; on the **Email** tab, click on the **Review** button below Lyro's reply. The **Review sources** panel will open: ![The Review sources panel open on the right of the Playground after a test answer, showing the Guidances section with one guidance, the Sources section with a Q&A marked Manually added and its date, the Edit Q&A and Delete options, and an Actions block below]() Depending on the answer, the panel lists: - **Guidances** - the Guidance Lyro followed when writing the answer - **Sources** - the knowledge it used: your Q&As (**Manually added**), **Website** pages, PDF files and other data sources, with the date each one was added or **Updated** - **Products** - the products Lyro recommended, if it recommended any - **Actions** - the Actions Lyro ran, with their logs; click on **Edit Action** to open the Action in a new tab and change it If a source is wrong or out of date, you can fix it on the spot: click on **Edit Q&A** to change a Q&A, or **Delete** to remove the source. Then reset the test and ask again to see the difference. That's exactly the same panel your agents see in the Inbox when they click on **Review** under Lyro's messages in real conversations and email tickets, so you can keep improving Lyro after it goes live, too. ## Adding an answer Lyro didn't know When you ask Lyro something it can't find in your knowledge, you can teach it right away. In the live chat test widget, Lyro will offer you the option to add an answer; on the **Email** tab, you'll see the **Add missing answer** box with the **Add answer** button: ![The Email tab of the Playground after a test email Lyro couldn't answer: "Lyro couldn't reply to this email. It couldn't find the answer in your added knowledge or behavior setup, so the email would go to your team." with the Create answer link]() Click on it, and the **Create a new Q&A** window will open, with your test question already filled in the **Question** field. Type in the answer, and hit **Create Q&A**: ![The Create a new Q&A window with the Question field filled in with the test question ("Do you ship to Canada?"), an answer typed in the answer editor below, the "How to use Q&A with Lyro" link at the bottom-left and the Create Q&A button]() That's it\! The new Q&A is added to Lyro's data sources, and Lyro will use it the next time someone asks a similar question. ## Testing Lyro from any Lyro screen You don't have to go back to the Playground every time you change something. Many screens of the **Lyro AI Agent** section (like the **Hub**, **Data sources**, **Guidance**, **Procedures** and **Actions & MCPs**) have a **Test Lyro** button in the top-right. On the **Products** screen, once your products are imported, it's called **Test product answers**: ![The Lyro AI Agent \> Data sources screen with the Test Lyro button in the top-right highlighted]() Click on it, and the **Test Lyro** panel will slide in, with the test widget on the left. On the right, you'll see the sources of any answer you open in the widget. Use the **Reset** button at the top to start a new test conversation: ![The Test Lyro panel open over the Data sources screen: the test widget on the left with a short conversation, the Review sources section on the right, and the Reset button and close icon at the top]() 💡 **Please note:** the **Test Lyro** panel tests live chat only - to test email replies, use the **Email** tab in the Playground. The button is greyed out until you've added knowledge in the **Data sources** tab. ## Testing changes before you save them When you're writing Guidance, a Procedure, an Action or a Proactive role, you can test it right there in the editor - before you save it or switch it on. Your test uses the version you're working on, so your customers won't see anything until you're happy with it. - **Guidance** and **Tone of voice** - the editor has a **Preview** with a test widget on the right. After you change the instructions (or pick another tone), click on **Reset** above the preview to test the new version. - **Procedures** - fill in the **Name**, **When to use** and **Instructions** fields, and click on **Test it out** at the bottom. A test widget will open next to the form. - **Actions** - click on **Test it out** at the bottom of the Action editor. The **Test Lyro** panel opens, and you can chat with Lyro and give it the details it asks for. Open the sources of Lyro's answer to see the Action's log, with the API request and response. - **Proactive roles** - fill in the **Trigger**, **First message** and **Instructions**, and click on **Test it out**. The test widget opens with your role's first message, so you can reply to it like a visitor would. ![A Procedure in the editor with the Name, When to use and Instructions fields filled in, and the test widget open on the right after clicking Test it out, with a short conversation that follows the Procedure]() In each of these tests, you can open Lyro's sources and add missing answers, just like in the Playground. Once everything works the way you want, save your changes and switch them on. 💡 **Please note:** an Action test is a real API call. If your Action changes something in another system (for example, updates an order), it will really change it - so test Actions on test data, like a test order or a test store. ## Further reading - [Lyro - a quick setup]() - [Data sources - Lyro's knowledge base]() - [Lyro Guidance]() - [Lyro Actions]() - [Lyro on email: answering whole email threads]() - Lyro - the conversational AI agent