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 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 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 add custom flows (Lyro Tasks)
- 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 and suggestions)
The Knowledge section is comprised of two elements: Data sources 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 Suggestions list is a great help in improving your Lyro data sources, e.g. when some information is missing. Any questions left unanswered by Lyro will be listed here, and available for you to update, expanding Lyro's knowledge.
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!
Tasks
In the Tasks section, you can create static flows inside Lyro - similar to regular flows, created in the flow editor. Tasks let you manually create your own responses for specific questions or phrases, and Lyro will use these responses instead of its own data sources, without interrupting the entire conversation.
Please see this separate article for more details on using Tasks.
Configure
In the Configure section, you can see four additional tabs: General, Personality, Handoff, and Copilot. Please note that all these options are explained in more detail further in this article.
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;
- See what languages Lyro is using, and what the default language is;
- Adjust the channels where you'd like Lyro to work;
- Enable/disable automatic synchronisation for websites;
- Enable/disable the automatic satisfaction survey.
In the Personality tab, you can:
- Change Lyro's name (this is only available to Plus subscribers);
- Create or modify your company description;
- Decide whether Lyro should use emojis or not;
- Choose the general tone of voice for Lyro (friendly, neutral, or formal);
- Customize certain predefined answers (used during handoff).
In the Handoff tab, you can 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). There are separate options for your online and offline times. You also get to configure custom handoff audiences, so that Lyro immediately transfers visitors who meet your conditions.
See more about these settings in this section of the article.
In the Copilot tab, you can enable (or disable) the automatic response suggestion that Copilot can generate when you join a conversation.
Lean more about Copilot overall in this article.
Analytics
You can also see the Analytics section, where 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.
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 > Personality 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:
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 - and Lyro will inform the visitor that someone from the team will respond via email later. Of course, if the visitor hadn't provided a contact email so far, Lyro will ask for the address:
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:
Handoff audiences
This additional option lets you determine custom conditions for Lyro handoff - if a visitor meets these conditions when contacting you via live chat, Lyro will immediately transfer them to your agents. 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.
Use the Add audience button to add your first new condition:
To create a condition, you first need to select one of the available filters (if you have any custom Contact Properties, they will be listed here as well):
Next, you determine the details of the filter, i.e. what value needs to be met. You can add several filters, so that the condition becomes more complex - e.g. you'd like the visitor's email to contain "gmail.com" and, at the same time, you need the visitor to be in of the listed countries (in this example: France, Poland, or Greece):
This way, only visitors who meet all these criteria will be transferred by Lyro.
Please note that you can add additional (alternative) conditions as well, using the Add audience button again - this lets you create different audiences, based on different sets of filters:
Editing Lyro's predefined handoff messages
You have the flexibility to change certain predefined messages to better fit your brand voice or customer needs. In the Configure > Personality tab, you will see the translation options 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 Configure > Personality tab, see the Answer personalisation section and toggle the Use emojis switch to disable (or enable) the option:
Changing Lyro's tone of voice
Lyro helps you offer support that matches your brand and your customers' needs. You can choose a neutral, friendly, or formal tone, allowing you to connect with your customers in a way that aligns best with your preferences.
To set this up, simply head to the Configure section and look for the Personality tab. Right under the Use emojis switch, you’ll find the Tone of voice dropdown menu where you can make your selection:
Enabling multilanguage support for Lyro
By default, Lyro works in English - but eleven 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 in your Helpdesk.
You can see these options under the Channels section in Lyro's Configure 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 > Helpdesk) 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:
Please note that enabling the Email channel is only possible if you've already connected at least one mailbox with Helpdesk. If you wish to learn more about forwarding emails to Tidio and using Helpdesk 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 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.
Adding custom flows (Tasks)
In the Tasks tab of Lyro's settings, you can create static flows for Lyro - similar to regular flows, created in the flows editor. Tasks let you manually create your own responses for specific questions or phrases, and Lyro will use these responses instead of its own data sources, without interrupting the entire conversation.
Please see this article for more details on using Tasks.
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 a Plus subscription with a Lyro feature add-on.
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 is activated per unique visitor. Lyro can be used multiple times by one unique website visitor, and it would still be counted as one use against your monthly Lyro limit. This usage also applies to Lyro Tasks.
You can learn more about Lyro's quota in this article.
If you subscribe to a Lyro plan, 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 conversations with 50 unique visitors.
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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