Connect Email Support
Connect Email Support
Connect a Gmail inbox to Lyro and let one of your agents triage incoming support email - either sending replies on its own or preparing drafts you review first. This guide walks you through connecting an inbox, configuring it, and going live.
Before you start
You need at least one active agent in your workspace. Lyro will not let you connect an inbox until you have one, because the inbox always replies through an agent. If you have not built an agent yet, see create your first agent.
Each inbox is tied to a single Gmail address, and a given Gmail address can only be connected in one workspace at a time. You can connect as many separate inboxes as you like.
Step 1: Connect a Gmail inbox
- Open Distribution in the dashboard and choose Email.
- Click Connect inbox (or Connect Gmail on the empty state).
- Finish the Google consent screen in the popup. Lyro asks for permission to read and modify mail on that account so it can read inbound messages and create replies or drafts.
- When consent completes, the popup closes and Lyro opens the new inbox's configuration screen automatically.
New inboxes start in Draft mode so nothing is sent to customers before you have reviewed how the agent behaves.
If the popup is blocked, allow popups for the site and try again. If Google does not return a refresh token, revoke the app at your Google account permissions page and reconnect.
Step 2: Configure the inbox
The configuration screen reads as a single sentence built from editable chips. Click any chip to change it - changes save immediately, and the preview re-runs after you change the agent or reply mode.
The sentence reads, in effect: When an email that matches [a filter] arrives at [your inbox], [an agent] will [reply or draft].
Choose a filter
The filter decides which incoming emails the agent should handle.
- Built-in - Lyro's default filter, which screens out mail that is not a genuine support request.
- Custom - Your own instructions in plain language (up to 4000 characters), for example "Reply only to product and account questions."
Choose an agent
Pick which agent answers mail for this inbox. Only active agents appear in the list. The agent brings its own prompt, model, knowledge, and skills - see the agents reference for how those are configured.
Step 3: Pick a reply mode
The reply mode controls what the agent does once it has written a response.
| Mode | What the agent does | Best for |
|---|---|---|
| Draft | Prepares a Gmail draft for review and tags it with a label | Reviewing every reply before it goes out |
| Autonomous | Sends the reply directly to the customer | Hands-off resolution once you trust the agent |
In Draft mode you also set a label (the default is a dedicated drafts label). Lyro applies that label in Gmail so prepared replies are easy to find. The label is required for draft mode, and Lyro creates it in Gmail for you if it does not exist yet.
Start in Draft mode, review a handful of real replies in the Preview pane and your Gmail drafts, then switch to Autonomous once you are confident.
Step 4: Decide how threads resolve
Email is asynchronous - customers reply hours or days later - so the Resolution section gives you two ways to close a thread:
- Agent-driven close - When the agent judges a reply complete, the conversation resolves right away. You can add optional workspace guidance to narrow when a thread counts as resolved, for example "only after a refund is confirmed."
- Idle window - A fallback timer. After the customer is silent for the window you set (measured from the agent's last reply, resettable up to one week, or off entirely), the conversation resolves automatically.
The agent-close path is the fast track; the idle window catches threads the agent does not classify.
Step 5: Preview, then deploy
The Preview pane shows the latest inbound email and exactly what the agent would do with your current settings. In draft mode the preview is saved as a Gmail draft you can open and read.
When the replies look right, click Deploy. The inbox goes live and the agent starts handling inbound mail.
- Pause stops the agent from replying without disconnecting the inbox.
- Disconnect revokes Lyro's access on Google and stops the agent. You can reconnect later, and your configuration is kept.
What's next
- Watch the resulting threads under conversations.
- Hand off to a human when the agent cannot resolve - see set up escalation to your team.
- For other places customers reach you, see the full other channels reference.