Main Functions Overview
Main Functions Overview
Lyro is an AI customer-support agent platform. This guide walks you through the dashboard so you know where everything lives and how the core pieces fit together.
How Lyro is organized
Everything you do happens inside a workspace - your team's space for agents, knowledge, conversations, and settings. The left sidebar is your map: the main areas are listed below, and Settings sits at the bottom. Pick a workspace, and every page you open is scoped to it.
The big idea: you build an AI agent, teach it with knowledge, connect it to your channels, then watch and improve it from the inbox and analytics.
Tip: New here? Start with Getting Started and Create Your First Agent for a step-by-step path.
The core areas
Dashboard (home)
Your landing page when you open a workspace. It gives you a quick pulse on activity and shortcuts into the areas you use most.
Agents
Where you create and configure your AI support agents. Each agent has tabs for its general setup (name, model, persona), the knowledge it can draw on, the skills and tools it can use, and its escalation behavior. You work on a draft and publish when you are ready to go live. See Agents.
Knowledge
The content your agents answer from. Build knowledge bases from articles, uploaded files, and connected sources so Lyro grounds its replies in your real information instead of guessing. See Knowledge.
Channels and distribution
The Distribution area is how you put an agent in front of customers. Connect a channel, and the agent starts handling conversations there.
| Channel | What it does |
|---|---|
| Chat widget | Adds Lyro to your website as a chat bubble. See Chat Widget. |
| Routes support email to an agent. See Connect Email Support. | |
| API and other channels | Embed Lyro in your own app or reach customers on more channels. See Other Channels. |
Inbox
A single home for every conversation across all your channels. Read threads, filter and search, see the customer profile alongside each chat, and step in to reply when you want a human touch. See Conversations.
People
The contacts behind your conversations. Browse the customers Lyro has talked to and open any profile to see their details and history. See People.
Escalation
Decides when a conversation should leave the AI and reach your team - as a ticket or a live handoff. Review escalated conversations and configure where they go and which procedures apply. See Escalation and Set Up Escalation to Your Team.
Tools and integrations
Extend what your agents can actually do: connect integrations, MCP servers, and custom tools so Lyro can look things up and take actions, not just talk. See Tools and Integrations.
Measuring and improving
Analytics
Dashboards for the metrics that matter - resolution rate, answer rate, intents, CSAT, conversation volume, response time, knowledge grounding, and tool health. Drag and resize tiles to build the view you want. See Analytics.
Findings
Surfaces patterns and gaps Lyro spots in real conversations, sorted by urgency, so you know what to fix next. See Findings.
Evals
Test suites that measure how your agents handle real questions. Auto-generate a starter suite from your knowledge, or capture real turns from the playground, then run them against an agent to catch regressions. See Evals.
Playground
A live chat where you can test an agent before shipping changes. Send messages, see how it responds, and save good test cases straight into your evals. See Playground.
Note: A healthy loop is build in Agents, teach in Knowledge, test in the Playground, ship through Distribution, then watch Analytics and Findings to keep improving.
Where to go next
- Train Lyro on Your Content - get your knowledge in.
- Add Lyro to Your Website - go live with the widget.
- Measure and Improve - close the loop with data.