Data sources - Lyro's knowledge base

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
• 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)

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
• Reviewing Lyro's responses

You can manage all your Lyro data sources in the main Lyro AI Chatbot section, specifically under Knowledge > Data sources:

In there, you will see all the knowledge you've gathered for Lyro.

You can use the three-dot menu on the right to delete a question-and-answer pair (or website) you no longer wish to use for Lyro.

You can quickly add new knowledge by clicking the Add button in the top-right:

Once you click on Add, you will see a popup asking you to choose one of the four available methods - by providing website URLs, adding the question-and-answer pairs manually, importing a CSV file, or importing from external tools:

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.

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:

Of course, you can continue adding more Q&A pairs (and websites or CSV files) as needed so that Lyro has all the required data.

The Search tool

If you wish to update specific information, simply search for the keyword or phrase (by using the Search question 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.

You can search for Q&As based on their source by using the source filter. By default, it's set to any source, but you can select between four different sources:

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).

Please jump to this part of the article to learn the details of adding and managing website URLs.

Manually added

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.

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 file

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.

Another option available here is the Lyro usage filter; you can decide to show only those Q&As that are currently being used by Lyro or not, or just ignore this usage (which is the default):

The last two filters allow you to search for Q&As being used for Lyro or Copilot as well as sort them from newest or oldest first.

Reviewing Lyro's responses

You can find your current Lyro conversations in the dedicated Lyro list, available just underneath the Operators list on the left in your Inbox:

Inside a conversation, whenever Lyro responds according to its knowledge, you can use the 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):

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:

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:

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 icon itself as well:

The Suggestions section lists any questions that Lyro was unable to answer successfully when chatting with visitors in the last 30 days. This list allows you to address each such question individually, and add a proper answer for Lyro to use in the future.

The suggestions listed will display the question, the detected intent, and available actions for you to take. Some questions may get suggested pre-filled answers, based on what Lyro was able to find in previous conversations between visitors and operators.

You can use the search tool in the upper-left to search for suggestions that include specific keywords or phrases. You'll see more options further to the right: you can limit the list to show only those suggestions that are unanswered or have a pre-filled answer; you can limit the list by selected intents only; and you can sort the suggestions by date.

To use a suggestion from this list, hit the Review button next to a suggestion you like:

In the panel that appears, you will be able to modify the suggestion and see other details - like the source, detected intent, creation date, and a link to the specific Lyro conversation where the suggestion came from:

You can also ignore the suggestion if it is irrelevant, which lets you remove it entirely.

Naturally, to use the suggestion, complete the Answer field 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.

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 all the pages included under it) or Scan single page (allowing you to list specific URLs, one by one).

Once a URL is loaded and ready to use in Lyro, you will see it listed in the Data sources list. 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:

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 (apart from the question and answer), including the last update time and the source URL that Lyro scanned.

Remember that you can disable individual Q&As from any list or from Copilot, without deleting them permanently! In order to disable a Q&A from a specific usage, deactivate the blue toggle next to Used by.

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:

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 AI label:

Adding knowledge by importing files

It is possible to expand Lyro's data source by importing a CSV file into Tidio. 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:

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:

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:

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 in the dedicated Lyro list, available just underneath the Operators list on the left in your Inbox:

Collecting knowledge automatically

A very useful feature that Lyro has is the ability to automatically gather data from live conversations you (or your other operators) have had.

Whenever an operator 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 Q&A tab, labelled with the Inbox tag:

Each extracted Q&A pair will appear as disabled by default (which you can tell by the inactive Lyro AI label to the right), allowing you to review them all individually. This way, you can make sure the extracted information is correct and suitable for your business.

Once you click on a Q&A pair to review it, you can modify the question and answer - and activate it by switching on the Lyro AI toggle:

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 Q&A tab in order to keep track of any new automatically-generated knowledge, so that you can review and activate it!

Importing Zendesk articles, and more (Plus only)

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 button inside your Data sources section:

Please note that this option is only available to Plus subscribers, therefore it is grayed-out in the majority of cases.

Once clicked, you will be able to import the content your public articles by providing the URL of your Zendesk Help Center:

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 Chatbot subscription.

Please see this article for more details on these methods.