Lyro Suggestions

Apart from responding to chats and tickets, Lyro also generates suggestions for any missing knowledge. Please note, however, that this feature is only available for live conversations, and not for tickets (emails).

In this article, you will learn:

• How to navigate the Suggestions list
• How to manage your Lyro suggestions
• What to read next for more details

Navigating Lyro's Suggestions

A very useful tool that you should check out is the Suggestions section - it can help you create new Q&As (question-and-answer pairs) 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 AI Agent section icon itself as well:

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

Managing the Suggestions list

You can use the search tool in the upper-left to search for suggestions that include specific keywords or phrases. You can also filter the list by intent:

You'll see more options further to the right: you can sort the suggestions by the number of occurrences or by date (of the most recent occurrence):

The suggestions listed will display the question, the number of occurrences, the detected intent, and the most recent date when the question was asked:

Some questions may get suggested pre-filled answers, based on what Lyro was able to find in previous conversations between visitors and agents (you can see more about this feature in this section of the article):

To manage a suggestion from this list, click on the listed question itself or hit the Review suggestion option available in the three-dots menu on the right:

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 (if not already completed automatically by Lyro itself) 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.

Further reading

Please see this comprehensive guide on adding and managing data sources in general.

The article provides detailed information on different ways of adding knowledge to Lyro, including adding it manually, as well as extracting knowledge from solved chats or even importing it from external platforms - and more!