Lyro - Proactive roles – Tidio

Your AI agent can now go beyond customer support and start sending proactive messages to boost your conversion goals: sell more, generate leads, enrich visitor profiles, recommend tailored products or collect user feedback. With predefined setups that let you expand your AI agent's abilities, Lyro can easily step in at the right time (on pricing pages, during cart actions, or after repeated visits) and initiate a conversation automatically.

In this article, you will learn:

What proactive roles are
How proactive roles work
How to use role templates
How to create your own roles from scratch
How to manage your existing roles

What are proactive roles?

The proactive roles feature enables Lyro to start conversations automatically, without waiting for a user to type a message. Lyro can now proactively engage visitors based on their behavior or scripted events.

By setting up roles properly, Lyro can be used for lead capture, collecting feedback, onboarding users, or upselling. Providing detailed, specific instructions allows Lyro to deliver tailored experiences for different objectives. There are also several templates to choose from and customise for a quick start.

Apart from using several available triggers, it is also possible to set up custom events that Lyro can be triggered with.

To manage your Lyro roles, head over to the Proactive roles tab inside the Lyro AI Agent > Behavior section:

How do proactive roles work?

Each proactive role consists of three elements:

one trigger (which decides when the proactive message should be sent);
one proactive message;
instructions (guidance that Lyro will follow for the rest of that conversation).

Once a trigger's conditions are met, a message is sent to your website visitor proactively (this is usually a question that the visitor will hopefully engage with). Once the visitor decides to interact and send a response, Lyro will start chatting with them, using the instructions set defined in the role.

For example:

A user visits your pricing page (this serves as the trigger).
The user receives a message saying "Need help choosing the right plan?"
The user responds, and Lyro continues the conversation (obeying your instructions, e.g. "First understand what the visitor's real needs are, ask about company size, and then suggest the best plan.").

The proactive message itself uses your Tidio project's Flows quota, as it is essentially a simple flow that is being executed. Once the user responds to it, Lyro takes over, seeing the whole conversation and understanding the context.

Proactive roles only work inside the Tidio widget; they are not available for external channels such as Facebook Messenger, Instagram, WhatsApp, or email. That is because the triggers need to be tracked directly by the Tidio widget.

Please note that proactive roles do not integrate with external platforms; that is possible, however, with Lyro Actions (through the use of API).

Using proactive role templates

When you open the Proactive roles section, you will see the option to add a suggested template, or browse all of the exiting templates.

You can either user the Explore more or Explore templates buttons, or use the Create new button in the top-right, where the option Create from template is visible as well:

There are four different templates available to choose from. For the purpose of this guide, we will cover the Returning visitors template - it instructs Lyro to greet returning visitors and then find out what they need help with.

Once you click on the Returning visitors template, you will see the role creation page, with all the fields already configured. You can, of course, customize the template any way you wish.

The first two fields define the role's name and trigger:

When you click on the trigger, you will see its available settings - in this case, that is the limitation setting, allowing you to decide if the trigger should work only once per 24 hours, or differently:

The next field is the first message that will be proactively sent to your visitor, once the trigger is executed. Sending this messages consumes your Flows quota:

Lastly, the instructions field lets you define how Lyro should behave during the conversation. It is important to be as clear and detailed with this guidance:

You can use the Test it out option in the bottom-right, and see how the proactive role works. When testing, the initial proactive message is triggered and sent immediately, allowing you to respond to it.

Once you're happy with how the template works, you can either use the Save and close button (which will save the proactive role, but leave it inactive) or the Activate button (which will save the role and activate it immediately).

Creating proactive roles from scratch

When you open the Proactive roles section, you will see the option to use the suggested templates, but you can also create a brand new role from scratch.

To create a new role, click on the Create new button in the top-right, where the option Create from scratch is available:

You will be taken to the role creation page, with all of the fields empty:

Name

First, you need to define a name for your new role. This will only be used for easy identification inside your Lyro settings.

Trigger

Next, you need to decide about the trigger - only one can be used, and it will determine when your proactive message is going to be sent.

Once you click on the Select a trigger field, you will see a drop-down list with the available triggers:

The available triggers are:

Visitor opens a specific page
Visitor returns to the site
New event
Shopify - Visitor adds to a cart
Form abandoned

If you are already familiar with Flows, then these triggers may be familiar to you as well!

Select a trigger that you'd like to use for the purposes of your new role, and configure it as needed. For example, the Visitor opens a specific page trigger needs you to define the URL, so that the proactive message will be sent to any visitor who lands on that page:

If you'd like to learn more about triggers in general, please see this dedicated guide.

First message

In this field, you compose the actual message that will be proactively sent to the visitor who has triggered the role. It is usually a question, encouraging the visitor to respond with their own message, which will start a conversation with Lyro.

Instructions

In this field, you compose a set of instructions for Lyro on how to behave during the conversation, once it starts. If you are already familiar with Lyro Guidance, then you may already be familiar with how these instructions work. Most importantly, be as detailed and clear as possible, defining any circumstances and scenarios that are relevant for this particular interaction.

To learn more about Guidance, please see this dedicated article.

Testing and saving your role

Once you're happy with how the role works, you can either use the Save and close button (which will save the proactive role, but leave it inactive) or the Activate button (which will save the role and activate it immediately).

Managing your proactive roles

Once you've added some roles, in the Proactive roles section you can see all of them listed, along with the number of executions (in the last 30 days):

You can activate and deactivate each role using the toggles on the right. When you click on the three-dots menu, you can also see the option to edit the role, or to delete it entirely:

If you have many roles to browse through, you can use the Search field in the upper-right of the list and find the one you need quickly. You can also change how the list displays your roles - by date of creation, name, or status: