Say hello to a new way of managing your customer support. We're introducing Lyro - our revolutionary tool that delivers personalized customer support, just like a human service agent would.
In this article, you'll learn:
- What the benefits of Lyro are
- What Lyro is
- How to enable Lyro and add data sources
- How to change your AI agent's name
- How to add (or modify) your company description
- How to configure handoff (transferring to agents, creating tickets)
- How to edit the predefined handoff messages
- How to disable the use of emojis
- How to change Lyro's tone of voice
- How to disable the "Read more" links in Lyro's responses
- How to create Guidance instructions for Lyro
- How to enable support for other languages
- How to decide which channels Lyro can use (Messenger, Instagram, WhatsApp, email)
- How to enable automatic website synchronisation
- How to enable (and modify) the automatic satisfaction survey
- How to send feedback about Lyro responses
- How to modify the "Lyro is typing" message
- How to use Lyro Actions
- How to check Lyro's performance (analytics)
- Answers to common questions about Lyro
The benefits of Lyro
Save money on hiring additional agents
Let Lyro handle up to 70% of common customer questions, freeing your real agents to solve complex tickets. Improve your response times and increase customer satisfaction with automated support conversations.
Increase your support team's efficiency
Let Lyro detect and answer questions about order status, shipping policies, product availability, and more within milliseconds. This frees up your agents to focus on complex or profitable issues so you can make your business more prosperous.
Skip the training
Empower your customer service with instant automation. Lyro makes implementation a breeze and eliminates the need for extensive training. Experience the power of Lyro with our help to enable round-the-clock customer conversations. Lyro prioritizes brand safety by utilizing solely the data you provide, guaranteeing precise and reliable answers.
What is Lyro?
Enabling and configuring Lyro
To configure and enable Lyro on your Tidio project, navigate to the Lyro AI Agent panel - you will see the introduction page first:
Hit the Set up Lyro AI Agent button, and you'll be asked to to provide the URLs of specific pages (or your entire website, or subdomain), and Lyro will use that content as its data sources. You can later add specific questions manually.
Please use the list below to see the details regarding specific sections in the Lyro AI Agent section:
Hub
At the top of the list, you will also find the Hub section - it shows you all of the basic information about Lyro's performance, your current Lyro usage quota, and offers shortcuts to specific settings (e.g. data sources management or handoff settings). It serves as a kind of command center for Lyro, where you can quickly access the most important data and settings.
Inside the hub, you can also monitor your knowledge score; this allows you to see how well your Lyro data sources are configured in general. You also receive actionable tips on how to improve your results.
Knowledge (data sources, products, and suggestions)
The Knowledge section is comprised of three elements: Data sources, Products, and Suggestions.
When you add knowledge to Lyro (e.g. once a page's content is uploaded) you will see it listed in the Data sources list:
Naturally, you will also see any manually added question-and-answer pairs in the same tab. Of course, you can add more pairs (or URLs) later on, whenever needed. When your data sources are ready, remember to activate Lyro so that it becomes available for your website visitors:
The Products tab allows you to manage the Product Recommendations engine that is available for online stores; it allows Lyro access to your product database, granting it knowledge of your products. This feature is available for Shopify stores through its dedicated integration, as well as for all platforms in general through OpenAPI.
Please see this article on the dedicated Product Recommendations engine for Shopify.
Please see this article to learn about the Product Recommendations engine for all platforms, available via OpenAPI.
The Suggestions list is a great help in improving your Lyro data sources, e.g. when some information is missing. Any live chat questions left unanswered by Lyro will be listed here, and available for you to update, expanding Lyro's knowledge.
For more details on using and managing suggestions, please see this dedicated guide.
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.
Please see this dedicated guide for more details.
Actions
Lyro Actions are a powerful tool that allow you to connect with external systems and communicate back and forth with them, making use of API.
Please note that you may see a distinction between Simple Actions and Smart Actions, instead of one cohesive Actions tool. If you are seeing these two options separately, then you're using an older, legacy version of the tool which certain Tidio projects still have access to. The overall functionality is the same, however.
See this article for a detailed guide on using Actions, as well as this separate article on using Simple Actions (which only applies if you see this legacy version of the tool in your Tidio project).
Playground
Once Lyro is ready, you can access the Playground section, where you can check Lyro's knowledge in a test environment - by typing in your questions or by selecting some of the example questions listed on the right:
You can even add new question-and-answer pairs straight from the Playground; if you ask Lyro a question that it doesn't know the answer to, you can take this opportunity to update and expand the knowledge base. Simply click on the Add answer button directly inside the test widget:
... and provide an appropriate response in the window that pops up. You will be able to save this question-and-answer pair in Lyro's data sources, for later use if anyone asks the same question again!
Please note that you can test Lyro's live chat capabilities as well as its email responses - by selecting either the Live chat or Email tab inside the Playground:
When using the Email environment, you will be able to test how Lyro may respond to incoming tickets. Naturally, if you haven't yet enabled Lyro for emails, the Playground will notify you of that - and give you the option to activate that aspect of Lyro:
Please note that you can also use the Test Lyro button in the upper-right, which is available in the Lyro AI Agent section in general - not just in the Playground!
This lets you open a test environment for testing Lyro quickly (only for live chat, however - there is no email testing option this way).
Configure
In the Configure section, you can see several tabs: General, Handoff, Audiences, and Copilot. Please note that all these options are explained in more detail further in this article.
General
In the General tab, you can:
- Activate or deactivate Lyro;
- Decide if Lyro responds always or only when you're offline;
- Check your Lyro conversations quota;
- Adjust the channels where you'd like Lyro to work;
- See what languages Lyro is using, and what the default language is;
- Change the AI agent's name (this is only available to Plus subscribers);
- Add or change your company description;
- Enable/disable automatic synchronisation for websites;
- Enable/disable the automatic satisfaction survey.
Handoff
In the Handoff tab, you can:
- Configure custom handoff audiences, so that Lyro immediately transfers visitors (or their tickets) if your conditions are met;
- Decide about Lyro's behavior during handoff situations (when a visitor asks for a live agent, or when Lyro is unable to provide an answer);
- Modify the predefined answers that Lyro uses during handoff.
Audiences
In the Audiences tab, you can create and manage custom audiences with specific conditions. This allows you to control which portions of knowledge Lyro uses for different target audiences.
Please see this section of the guide for more details.
Copilot
In the Copilot tab, you can enable (or disable) the automatic suggestions for responses that Copilot can generate during your conversations or when you're responding to tickets. You can also decide whether Copilot should only use uploaded knowledge, or be allowed to improvise in case no knowledge is available.
Lean more about Copilot overall in this article.
Conversations
At the bottom of the Lyro AI Agent section, you can find the Conversations link. This is a quick way to access your Lyro conversations (and tickets), which are available in your Inbox.
Analytics
At the bottom of the Lyro AI Agent section, you can also see the Analytics link, allowing you quick access to the AI support metrics of the Analytics section.
In there, you will be able to check Lyro's performance (once it has had the opportunity to answer some questions). More on this tool is available in this article.
Changing the AI agent's name
It is possible to change the name "Lyro" to something else, but it's only available on a custom Plus or Premium subscription. You will find the option in Lyro's Configure > General tab:
Adding and modifying your company description
When you add any data source for the first time (whether it's an URL, file, or manual Q&A pair), Lyro will also try to find some general information about your company. If successful, this general information will be automatically added to the Company description field, which you can find (and modify) in the Configure > General tab. This description is helpful to Lyro for providing good quality support to your users.
Please note that this search will take place on the website where your Tidio widget is installed; Lyro will not attempt to find this information in your uploaded data sources directly.
If no such information is found on your website, the Company description field will remain blank - and Lyro won't attempt to search for it anymore. We recommend that you fill it out on your own, keeping it brief and accurate.
Configuring Lyro's handoff behaviour
You can decide what Lyro is going to do if a visitor asks to speak with a live agent, or if Lyro is unable to answer the visitor's question.
In Lyro's Configure > Handoff tab, you can see two handoff settings (one for when you're online, and one for your offline hours), as well as optional handoff audiences. You also get the option to modify Lyro's predefined answers for handoff situations:
Note that the predefined handoff messages are automatically translated for any users who message you and require a language that's different from your default.
Handoff audiences
This additional option lets you select specific custom audiences, so that Lyro will immediately transfer users who meet your criteria to a live agent. Lyro will basically not provide support on its own to these users, and your agents will be able to handle them right away instead. Audiences are created and managed in the Audiences tab, and can also be used for Lyro's data sources.
Please see this part of the guide for details regarding audiences.
General handoff settings
The default option for both online and offline times is Transfer conversation to agent. If you do not want Lyro to transfer a visitor to your live conversation inbox in a given situation, make sure you select the option you prefer. You can decide whether Lyro should keep the conversation or create a ticket:
Handoff for online hours
If Lyro is allowed to transfer conversations to live agents during online hours, Lyro will offer the Talk to a person option:
Once the visitor clicks on it, Lyro will pass the entire conversation on to the regular conversations inbox:
If Lyro is supposed to keep all conversations while you're online, then it will ask the visitor to paraphrase their question, or simply explain that it lacks the necessary knowledge.
If Lyro is supposed to create a ticket, then a new ticket will be created.
Of course, if the visitor hadn't provided a contact email so far, Lyro will ask for the address:
Lyro will then inform the visitor that someone from the team will respond via email later.
The newly-created ticket can be found in the Unassigned folder of your project's Tickets inbox. It will be indicated that the ticket was created by Lyro, and the ticket itself will include a transcript of the conversation for quick reference.
Handoff for offline hours
If you're offline, Lyro handles things in a slightly different way. If Lyro is allowed to transfer the chat, it will first inform the visitor that nobody's available:
The chat will be visible in the Unassigned folder, along with any other chats awaiting a response from a live agent:
If Lyro is supposed to keep chats during your offline time, then it will simply explain that nobody is currently available, and will also ask the visitor to rephrase their question:
If Lyro is supposed to create a ticket, it will behave in the same way as during online hours - it will collect the visitor's email address, inform them that a ticket was created, and that someone will respond via email as soon as possible:
Editing Lyro's predefined handoff messages
You have the flexibility to change certain predefined messages to better fit your brand voice or customer needs. The predefined messages available for customizing are as follows:
- Transfer conversation (agents are online)
- Transfer conversation (agents are offline)
- Keep conversation (no transfer to agent)
- Create a ticket
In the Configure > Handoff tab, you will see the Predefined answers section at the bottom:
Disabling emojis for Lyro
You can also make sure Lyro does not use any emojis during conversations - this may be more appropriate for your business.
In the Guidance section, see the Basic answer personalisation section and toggle the Use emojis switch to disable (or enable) them:
Changing Lyro's 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:
Disabling the "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, head over to Lyro's Guidance sction - find the "Read more" links option and disable it if you prefer:
Using Audiences (for data sources and handoff)
In the Audiences tab of the Configure section, you can create custom audiences for Lyro. This allows you to decide which portions of Lyro's knowledge will be used for particular target audiences, as well as decide if Lyro should immediately transfer such users to your live agents (instead of providing support on its own first).
Creating and managing custom audiences
In the Audiences tab, you can see two buttons in the upper-right: Manage knowledge (which is a shortcut to your Lyro data sources section) and Add audience. If you've already added any audiences, they will be listed here as well. Any audiences you create can be used for targeting your Lyro knowledge, but also for instant handoff (this is configured separately, in the Handoff tab).
When you click on Add audience, you will see the audience creator, where you can name your new audience and set up different conditions:
You can create sets of conditions that need to be met in order for the audience to be identified. Select one of the available filters (these include basic Contact Properties as well as any custom ones you may have created) and set up the values according to what you need.
Please note that you can use the plus (+) button on the right to add another filter to your condition; this way, you can set up more restrictive conditions, as each filter you add this way will be used together with the others. This will be made clear by the word 'and' appearing on the right:
You can also add another set of conditions to the audience, if you'd like to use 'or' logic instead. This way, you can have different sets of filters that are considered separately, and the audience will work if at least one of the sets is satisfied. To achieve this, use the Add condition option at the bottom instead of the plus (+) button on the right:
Once you've created your audiences, they will be listed along with their conditions inside the Audiences tab. From this point, they will be available to use in your Lyro data sources and Lyro handoff options.
Audiences for data sources
Once you've created at least one custom audience, you can use it to limit how Lyro uses its knowledge.
Go to the Lyro AI Agent > Data sources section (you can simply use the Manage knowledge shortcut inside the Audiences tab), and edit one of your listed data sources. You will notice the Audience field in the lower-right:
By default, it is set to 'everyone', meaning that this particular data source will be used for any user who interacts with Lyro (or for any agent that uses Copilot).
You can click on the field and select any of the available audiences, as well as reset them back to default, or access the Audiences tab once again:
Once you hit the Save and close button for the data source, your audience settings for this particular data source will be saved.
Audiences for handoff
You can use your custom audiences for instant Lyro handoff - if a visitor meets these conditions when contacting you via live chat or email, Lyro will immediately transfer them to your agents, instead of providing support on its own. This can be very useful if you'd like specific kinds of visitors to be transferred right away, e.g. based on their language, location, or custom Contact Properties.
In the Handoff tab of the Lyro AI Agent > Configure section, you will see the Handoff audiences setting. It is empty by default, which means Lyro will respond to incoming communication as usual, and will perform handoff according to its normal handoff settings.
Click on the field to see a list of your available custom audiences, and add them as needed. You can also add new audiences from here, or access your Audience settings in general:
Using Guidance for instructing Lyro
In the Guidance section, you can create sets of detailed instructions for Lyro - prompts that will inform Lyro how to communicate and behave in particular situations.
Please see this dedicated guide for more details on this feature.
Enabling multilanguage support for Lyro
By default, Lyro works in English - but forty-seven (47) other languages are currently supported as well. Please see this article for more details.
Selecting Lyro's communication channels
When you activate Lyro, it always works on the live chat channel by default - which means Lyro can respond to any live chat messages you receive via the Tidio widget on your website. However, you can decide if you also want Lyro to work on other channels: Messenger, Instagram, WhatsApp, or even respond to incoming tickets.
You can see these options under the Channels section in Lyro's Configure > General tab:
If you haven't integrated your Tidio project with any of the available platforms, the switches will be inactive, and you will get the option to integrate.
Using Lyro in tickets (the Email channel)
Enabling the Email channel allows Lyro to respond to incoming emails. When you enable this channel, any mailbox you've already connected (in Settings > Email) will be automatically listed - allowing Lyro to respond to emails forwarded from those mailboxes.
You can, however, remove the mailboxes you wish Lyro to ignore, and even connect new ones. You will find the Tickets channel options in Lyro's Configure > General tab:
Please note that enabling the Email channel is only possible if you've already connected at least one mailbox. If you wish to learn more about forwarding emails to Tidio and Ticketing in general, see this dedicated guide.
Enabling automatic website synchronization
This allows your URL data sources to synchronize every week automatically. If you decide to use the manual re-sync option at any point, the weekly auto-sync date will reset (and keep working according to the new schedule).
Enabling the automated satisfaction survey
At the bottom of the Configure > General tab, you can see the customer satisfaction survey mentioned, along with a link to the associated settings:
This option allows you to decide if visitors who have interacted with Lyro (either on chat or via email) get an automated survey. This lets the visitor rate their Lyro experience, and leave feedback as well. The survey is enabled by default, but you can manage it anytime.
For live chat interactions, the survey is sent directly in the chat widget first; and if the visitor doesn't complete it - an automated email is sent later. For ticket (email) interactions, the survey is sent according to your settings.
You can see (and modify) both versions of the survey in the Customer satisfaction settings, where two tabs are available: Live conversations and Tickets; you can decide if solved Lyro conversations trigger a survey or not by switching the option on or off:
To learn more about the customer satisfaction surveys in general, and see examples of how they work, please refer to this dedicated guide.
Sending feedback about Lyro responses
As an agent, you get the option to provide feedback on any response that Lyro gives in your project. This is a strictly internal feedback system; our dedicated team receives all this feedback (it's not available for you to review). This allows us to better understand the ups and downs of how Lyro is working for users such as yourself!
While viewing a conversation where Lyro has responded, you'll see the thumbs up and thumbs down buttons underneath the message:
If you click on the thumbs up button, that means you agree with Lyro's response and you'd like to send us positive feedback about its performance in this particular interaction.
If you click on the thumbs down button, that means you'd like to send us negative feedback regarding this response. You'll get several reasons to select from (you can choose multiple):
If you select other, you cam additionally provide more details or a comment:
With the feedback you provide, we'll be able to keep improving Lyro further!
Modifying the "Lyro is typing" message
Whenever a visitor is chatting with Lyro, they will see a message whenever the bot is preparing a response:
If you wish to display something slightly different, you can locate that message in your language pack and modify it. To do that, access Settings > Translations:
Find the default phrase "Lyro is typing," and change it as you prefer. Please note that this particular message always needs to begin with "Lyro," so there is no way to modify that part of the phrase:
Any changes you make in the Translations settings are saved automatically, so you can simply leave that section and your modification will already be active.
Using Lyro Actions
Lyro Actions are a powerful tool that allow you to connect with external systems and communicate back and forth with them, making use of API.
Please note that you may see a distinction between Simple Actions and Smart Actions, instead of one cohesive Actions tool. If you are seeing these two options separately, then you're using an older, legacy version of the tool which certain Tidio projects still have access to. The overall functionality is the same, however.
See this article for a detailed guide on using Actions, as well as this separate article on using Simple Actions (which only applies if you see this legacy version of the tool in your Tidio project).
Checking Lyro's performance (Analytics)
In the Analytics tab of Lyro's settings, you can access detailed statistics regarding Lyro's overall performance. Please see this article for more details.
Frequently Asked Questions (FAQ)
Can I use Lyro for free?
Yes! You can test out Lyro for up to 50 conversations for free. However, if you would like to use Lyro for more than 50 conversations, you'll need to upgrade to the paid Lyro AI Agent package, where you can unlock a monthly limit for Lyro.
What is the difference between Tidio's regular flows and Lyro?
Regular flows rely on pre-designed conversational paths, while Lyro uses artificial intelligence and natural language processing to understand questions and have human-like conversations with customers. Lyro can ask customers additional questions to provide more details and make sure customers are satisfied.
Are you using ChatGPT to power Lyro?
No, we are not. We're using Claude (Anthropic AI). We use Claude to power Lyro because this Large Language Model (LLM) has been fine-tuned to become helpful, honest, and harmless - making it the most trustworthy LLM on the market.
How is Lyro's quota (limit) calculated?
A single Lyro use is essentially a single time Lyro responds for the first time in a given conversation thread or ticket thread. Please note that a thread closes after 15 minutes of inactivity; any new message from the visitor will start a brand new thread, and Lyro's new response will be counted against your quota once more.
You can learn more about Lyro's quota in this article.
If you subscribe to the paid Lyro AI Agent package, your limit refreshes each month on the day that Lyro was activated for your account. For example, when Lyro was activated for you on the 14th of June - your quota will continuously refresh on the 14th of each month. However, if you're not subscribed to a Lyro package - the limit is not renewable, and equals to 50 initial Lyro responses.
Is Lyro secure for my data?
Yes. We use Claude (Anthropic AI) to power Lyro. Claude is the most secure LLM on the market right now. It uses industry-standard best practices for data handling and retention.
Can I change Lyro's name?
It is possible to change the name "Lyro" to something else, but only if you are on a Plus subscription.
How can I get started with Tidio AI today?
Tidio offers multiple AI features besides Lyro. Check our other articles to learn more:
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