Knowledge

Knowledge is where you give Lyro the content it answers from. You collect your help articles, policies, and product details into knowledge bases, and your agents draw on them to reply accurately to customers.

How agents use your knowledge

When a customer asks a question, your agent does not guess. It searches the knowledge bases attached to it, pulls the most relevant passages, and writes its answer from that content. This is retrieval-augmented generation (RAG): the agent retrieves your facts first, then composes a reply grounded in them.

Because answers come from your own content, you control what Lyro says by controlling what is in your knowledge bases.

Tip: Keep articles focused and up to date. Outdated or contradictory content is the most common reason an agent gives a wrong answer.

Knowledge bases

A knowledge base is a named collection of articles. You can create as many as you need, for example one for shipping and returns, another for product setup, and another for account questions.

To create one, open Knowledge in the dashboard and click New Knowledge Base. Give it a title and an optional description. From there you fill it with content from any of the sources below.

Each knowledge base can be set active or inactive, renamed, or deleted. Deleting a base removes every article inside it, so do it deliberately.

Training sources

You can add content to a knowledge base in three ways.

Upload documents

Open a knowledge base and click Upload File. Lyro accepts:

Uploads are processed in the background. Larger files are chunked and indexed automatically, so it can take a moment before the content is searchable.

Note: For CSV imports, include a header row with Title and Content columns (case does not matter). Each row then maps cleanly to a single article.

Crawl a website

Click Crawl Website to pull content straight from your existing help center or site. You can crawl in three modes:

• Single starting URL - Lyro follows links from a page and ingests what it finds, bounded by a page limit and crawl depth you set.
• List of URLs - submit specific pages you want included.
• Sitemap URL - point Lyro at your sitemap and it ingests the listed pages.

You can narrow any crawl with include and exclude patterns to keep out sections you do not want. A progress banner shows pages processed, ingested, and skipped while the crawl runs, and Crawl history lets you review past runs and any skipped URLs.

Tip: Crawling is the fastest way to get started if you already have a public help center. Re-crawl whenever your site changes to keep Lyro current.

Write and edit articles by hand

Click Add Article to write content yourself in the built-in editor. You give the article a title, write the body in Markdown, and set it active or inactive. This is ideal for answers that do not live anywhere else yet, or for fine-tuning how Lyro explains something.

You can edit any existing article the same way, no matter how it was originally added. Updating an article re-indexes it automatically so changes take effect in retrieval.

Automatic indexing

You never have to prepare content for search by hand. Whenever you add or update an article, Lyro:

1. Splits the text into overlapping chunks sized for retrieval.
2. Generates vector embeddings for each chunk.
3. Stores everything so agents can find it by meaning, not just exact words.

On an article's page you can expand the Chunks section to see exactly how it was split. Inside a knowledge base you can search articles by plain text or by Semantic search, which matches on meaning the same way your agents do.

Citations and sources

When an agent answers from your knowledge, it tells you where the answer came from. Replies include citation pills that link back to the source articles, and a Sources view shows the specific retrieved passages behind a given message.

This makes answers easy to trust and easy to fix: if a citation points to outdated content, you can open that article, correct it, and the next answer improves. Try it out in the Playground before going live.

Attaching a knowledge base to an agent

Knowledge bases do nothing until an agent is allowed to use them. Open an agent, go to its Knowledge tab, and pick which bases it can search.

• If no bases are selected, the agent has no knowledge and will not search at all.
• You can give different agents different bases, so each one only answers from content relevant to its job.

You also choose a Knowledge mode:

Tip: Use Strict mode when accuracy matters more than coverage, such as policy or compliance answers, so Lyro never improvises.

Next steps

• Follow the step-by-step guide to train Lyro on your content.
• See how knowledge ties into the bigger picture in main functions overview.
• Track how well your answers perform in analytics.