Lyro Guidance

Lyro Guidance allows you to define specific behaviors and preferences for how Lyro should interact with your customers. With Guidance, you can give Lyro instructions about the preferred communication style, escalation rules, and other custom directions; you can think of this as prompting Lyro to behave a certain way.

On top of that, you can also decide about Lyro's use of emojis, Lyro's preferred tone of voice, and the use of "read more" links in Lyro's responses.

In this article, you will learn:

• How to navigate Lyro Guidance
• How to manage Lyro's use of emojis, tone of voice, and "read more" links
• How to create Guidance instructions
• How to enable (or disable) Lyro Guidance
• What the Guidance limits are
• Useful tips on using Guidance

Navigating Lyro Guidance

In the Lyro AI Agent section of your Tidio project, open the Guidance panel:

Inside, you will find the different available options, like Basic answer personalisation and different Guidance instructions:

Emojis, "Read more" links, and tone of voice

Apart from using Guidance for relatively advanced instructions on how Lyro should behave (which we cover later in this article), you can decide about several simpler aspects as well - in the Basic answer personalisation section of the Guidance tab.

Emojis

By default, Lyro uses emojis in its responses. You can make sure Lyro does not use any emojis during conversations - this may be more appropriate for your business.

Toggle the Use emojis switch to disable (or enable) them:

"Read more" links

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:

This allows the visitor to check the source of Lyro's knowledge and possibly learn more. While it's meant to be a helpful resource, it might not always be fully relevant to the visitor's interests at the given moment. That is why we give you the option to disable this feature in Lyro.

To switch these links off, find the "Read more" links option and disable it if you prefer:

Tone of voice

Lyro helps you offer support that matches your brand and your customers' needs. You will find the available options in the Communication style section of Guidance:

These options allow you to connect with your customers in a way that aligns best with your preferences.

You can choose one of the predefined tones: neutral, friendly, or formal. You also get the option to create your own, custom tone, by creating a detailed prompt for Lyro.

Select one of the predefined tones to see a detailed set of instructions:

Use the Custom tone option at the end if you'd like to create your own set of instructions:

Creating Guidance instructions

In the Guidance panel, you can instruct Lyro on the following aspects:

• Communication style
• Handoff and escalation
• Other

Here you can instruct Lyro on the preferred communication style, handoff or escalation rules, and other custom directions. You can think of this as prompting Lyro to behave a certain way. Note that the Tone of voice instructions are already part of the Communication style guidance.

Adding and defining new pieces of guidance

Each of the three subsections allows you to add multiple pieces of guidance, and then manage them individually as needed. These guidances don’t follow a fixed order - they’re all evaluated independently and can run in parallel. However, be careful not to create guidances that conflict with each other, as this may lead to unpredictable behaviors.

To add new guidance to a particular subsection, use the Add button. You will see a new screen, where you define name and instructions. Note the preview on the right, where you can safely test your new guidance when ready:

The name is just a label for you to quickly identify this piece of guidance later on; it is not seen or used by Lyro in any way.

The instructions are the guidance itself, prompting Lyro to act the way you'd like. Make sure your instructions are as detailed as possible, so that Lyro fully understands your requirements and context. You can also use one of the simple pre-made prompts listed at the bottom of the instructions field for inspiration.

On the right, use the preview to see how your new guidance works in context:

Once you're satisfied with the results, click on Create guidance (or Save guidance, if you're editing instructions created earlier) to save your instructions.

Communication style

The Communication style guidance allows you to define the overall tone of Lyro’s replies. If you'd like Lyro to communicate in a certain way, e.g. use specific vocabulary or avoid certain things, this is a good place to add your prompts.

Please note that the Tone of voice instructions are already part of this guidance.

Here are some examples of guidance:

• Use simple language: Lyro will prioritize clear, jargon-free responses to improve understanding for all users.
• Keep answers concise: Lyro will keep its responses as short and to-the-point as possible, avoiding lengthy explanations.

Handoff and escalation

With the Handoff and escalation guidance, you can instruct Lyro on when to pass the conversation to your human support team. This type of guidance is great for handling sensitive or complex topics where a simple escalation process might not be ideal.

Here are some examples of handoff/escalation guidance:

• Cancel and refund: Escalate to a human agent if the visitor requests a refund or wants to cancel an order.
• Escalate if customer is frustrated: Escalate to a human agent immediately if the customer is angry or annoyed.

Other

In the Other category of guidance, you can create any additional rules you'd like Lyro to follow. These can be specific behaviors or edge cases not covered elsewhere.

Some examples may include:

• Ask for subscription details: If a customer asks about their subscription, make sure to get their account details first.
• Limit discount codes: Don't offer discount codes unless directly asked about available discounts.

Enabling and disabling Guidance instructions

Any piece of guidance you add can be managed separately in the Guidance tab.

To disable (or enable) a specific piece of guidance, toggle the switch on the right. This lets you turn off a particular set of instructions, without permanently removing it:

To permanently delete a piece of guidance (or simply modify it), click on the three dots instead, and use the option you need:

The limits of Guidance

There is a limit on the amount of Guidance you can create in your Tidio project, and this limit changes with your paid subscription.

• In general, you are allowed up to 5 pieces of Guidance on your Tidio project. This limitation is the same for the initial 7-day trial, the free version of Tidio, as well as any paid version of Tidio that is not the Plus or Premium package;
• Subscribers of the Plus package are allowed up to 10 pieces of Guidance;
• More than 10 pieces of Guidance are allowed for subscribers of the Premium package.

If you have a certain amount of Guidance active and you downgrade to a package that allows fewer pieces of Guidance - the most executed piece of Guidance will remain active, while the rest gets disabled. Of course, you can decide which piece of Guidance is enabled and which isn't, as you can change this manually.

Tips on using Guidance

Language use

You can instruct Lyro to behave differently depending on the visitor's language. For example, you can add guidance that says "If the client is speaking French, mention that we offer individual consulting sessions"; or "If the client is speaking German, only use formal language."

Of course, you do not need to instruct Lyro to simply respond in the visitor's language - Lyro does that on its own by default (as long as you have your language settings configured properly in Tidio). Please see more about Lyro's multilanguage support in this dedicated guide.

Responding to greetings and gratitude

If you want Lyro to respond in a specific way when visitors greet you or send their thanks, you can add pieces of guidance that will instruct Lyro accordingly. The AI agent will not use any predefined message, nor say something that may be less than ideal for your business; with Guidance, you can control the way Lyro reacts to many common phrases, even if they feel like minor details.

Working with links

You can add hyperlinks to your guidances, but be aware that if you want them to display as some specific custom text, you need to use Markdown notation. Use the format below as a general rule:

[Title](link)

Here are a couple of examples to illustrate this:
 

Without Markdown:

• www.tidio.com

  will appear as: www.tidio.com

• Go to www.tidio.com/blog

  will appear as: Go to www.tidio.com/blog

With Markdown:

• [Tidio homepage](www.tidio.com)

  will appear as: Tidio homepage

• Go to [our blog](www.tidio.com/blog)

  will appear as: Go to our blog

Math and time calculations

Lyro does not perform built-in math or time calculations on its own. To handle this, create a Smart Action that connects to an external service (e.g. Tray.io or Zapier) to run the calculation and return the result.

Please see this guide in using Smart Actions and their advanced API functionality.

Using a visitor's recorded name and email

If a customer of yours has already provided their name or email and it's saved as a Contact Property in your project, Lyro is able to access that information. While Lyro doesn't normally use a customer's name or email on its own, Guidance can be used to instruct Lyro otherwise. For example, you can instruct Lyro to ask if the customer's email on file is best for contacting them later.

Using a visitor's current URL

Lyro can detect a visitor's current page address automatically, which allows you to use this information in responses. This can be especially valuable if Lyro is expected to advise on something that is related to the page that the visitor is browsing at the moment. For example, if Lyro has access to your product database (either via Shopify integration or OpenAPI), it can provide information on the product the visitor is currently viewing. This way, Lyro doesn't need to ask the visitor about the product first, nor use any previously-recorded data.

Agent availability

Lyro knows when an agent is online or offline, which allows you to instruct Lyro to behave differently depending on the current availability.