Conversations

The Conversations inbox is where every chat your customers start with Lyro lands - no matter which channel it came in on. From one screen you can browse threads, follow what your AI agent handled, step in to reply yourself, and keep track of how satisfied customers were.

One inbox for every channel

All conversations flow into a single, unified inbox. Each thread is tagged with the channel it arrived on, so your widget chats, emails, and messaging conversations live side by side.

Lyro brings together conversations from:

The left rail is your navigation. Built-in views help you focus:

• Mine - conversations you have personally taken over.
• Unassigned - conversations waiting for a human, with no one handling them yet.
• All - the full history, including resolved and escalated threads.

Below the built-in views, a Channels section lists each channel that currently has open conversations, so you can jump straight to, say, all open email threads.

Tip: You can also build your own saved views with custom conditions (status, channel, assignee, dates, satisfaction scores, and more). Combine conditions to spotlight exactly the conversations you care about.

Filtering, search, and sort

Above the conversation list, a toolbar lets you narrow what you see in the active view.

• Status filter - show everything, or limit to a single status such as Resolved.
• Reviewed / Unreviewed - filter by whether a conversation has been reviewed yet, so nothing slips through unchecked.
• Search - type to find conversations by their content. Results update as you type.

Each conversation carries a status that tells you where it stands:

• Pending - the AI agent is handling it.
• Needs teammate - flagged for a human; the AI has stepped back.
• Live teammate - a human has taken over and is replying.
• Resolved - the conversation is closed.
• Escalated - routed onward per your escalation rules.

The conversation thread

Select any conversation to open the full thread in the center pane. You will see the entire back-and-forth between the customer and Lyro (or a teammate), in order.

On the right, the customer info panel gives you context at a glance:

• The customer's name, email, and a link to their full profile in People.
• Conversation details: status, assignee, channel, message count, and when it started.
• Attributes - the traits and custom attributes stored on that contact, formatted for easy reading.

You can collapse the panel to a slim strip when you need more room, and expand it again anytime.

Replying to customers

When you want to answer a customer yourself, type your reply in the composer at the bottom of the thread.

• Custom message - write a free-form reply and send it.
• Saved replies - pull up your library of pre-written responses, search them, and insert one with a click. Placeholders (like the customer's name) are filled in automatically before the text is inserted.

Saved replies are managed in Settings. Give each one a title and an optional shortcut so your team can reuse consistent answers fast.

Live takeover (operator mode)

By default, your AI agent handles incoming chats. When a conversation needs a human, you can step in.

• Click Take over to reply in the thread header to claim the conversation. This puts it into live teammate mode and pauses the AI for that thread.
• While you hold a conversation, you can Hand back to the AI or mark it Resolve when you are done.
• If a teammate already holds a conversation, you will see a read-only "{name} is handling" note so two people do not reply at once.
• A resolved conversation can be Reopened to send it back to the AI as pending.

Note: Live takeover is available on channels that support real-time replies. On channels without a live adapter, your reply simply goes out through that channel instead.

To learn how conversations get routed to your team in the first place, see Set up escalation to your team.

Customer satisfaction (CSAT)

Lyro tracks two kinds of satisfaction signals on conversations:

• Customer rating - the score a customer gives directly, for example by clicking a star rating link sent after a conversation. A rating closes the conversation if it was still open.
• AI quality score - an automatic 1-to-5 quality estimate Lyro generates for resolved and escalated conversations, with a short rationale explaining the score.

Both scores can be used as filter conditions on your views, and they feed into your reporting so you can spot where experience is strong and where it needs work. For the bigger picture, head to Analytics.