For subscribers of the Lyro AI Chatbot package, we offer the unique option of uploading knowledge from existing databases. That means you can use your conversations or help center articles as data sources for Lyro, in your Tidio project. Currently, this is possible with several customer support platforms, covered below.

 

In this article, you will learn:

• How to import knowledge from Intercom
• How to import knowledge from Gorgias
• How to import knowledge from Zendesk
• How to share data with us securely

 

 

Importing knowledge from Intercom

 

Types of data available for import:

• Conversations
• Help Center articles

Required data:

• API key

 

 

How to obtain the API key

 

1. While logged into your Intercom panel, go to the Settings home page. From there, select the Developer Hub:

 

 

 

2. Create a new app (if you don’t already have one) or click on an existing one:

 

 

 

3. Copy the API key (called the access token here) using the dedicated button:

 

 

 

4. Share the data with us. See how to share data in a safe manner.

 

 

Importing knowledge from Gorgias

 

Types of data available for import:

• Tickets
• Help Center articles (via crawler only)

Required data:

• Tickets:
  • base API URL
  • username
  • API key
• Help Center:
  •  main page URL

 

 

How to obtain the API key and other data

 

1. While logged into Gorgias, go to your profile and select the REST API option:

 

 

 

Alternatively, use this direct link in your browser (make sure to modify it with your Gorgias subdomain):

https://YOUR-SUBDOMAIN.gorgias.com/app/settings/api

 

 

2. Copy all the necessary data from the REST API page:

 

 

 

3. Share the data with us. See how to share data in a safe manner.

 

 

Importing knowledge from Zendesk

 

Types of data available for import:

• Tickets:
  • subdomain
  • username
  • token

Required data:

• subdomain
• username
• API token

 

Please note that Plus subscribers additionally get the option to import public Zendesk Help Center articles into Lyro. This dedicated option is available directly in the Data sources section inside Lyro's settings.

You can learn more about that feature in this guide.

 

 

How to obtain the API key

 

1. While logged into your Zendesk panel, select the Admin Center option:

 

 

 

2. From the menu on the left, select Zendesk API:

 

 

 

3. Click the Get started button:

 

 

 

4. Open the Setting tab, enable token access, and click the Add API token button:

 

 

 

5. Copy the API token and store it safely (e.g. in a password manager), as it won't be displayed ever again. Hit the Save button when you're done:

 

 

 

6. Share the data with us. See how to share data in a safe manner.

 

 

Sharing data with us in a safe manner

 

To make things as simple as possible (and keep everything highly secure) please use the service below:

https://keybase.io/encrypt

 

1. Select Tidio as a recipient (type "Tidio" into the available field):

 

 

 

2. Enter the data that you want to share into the Message to encrypt box, and click Encrypt.

The result will be something similar to this:

 

 

3. Copy the whole encrypted text and feel free to share it safely using any communication channel you like (including public channels!), although email is preferred.