Email, WhatsApp & Phone

Your customers do not only reach out through chat. Lyro can answer them wherever they already are - in your email inbox, on WhatsApp, and over the phone by voice. You set each channel up once, point it at one of your agents, and Lyro starts handling inbound messages.

Each channel needs at least one active agent. If you have not built one yet, start with Create your first agent and train it on your content first.

The non-widget channels

The chat widget lives on your website, but most teams also get questions through other inboxes. These three channels let the same agents answer there too:

You manage all of them from the Distribution area of your dashboard. For the widget and other surfaces, see Channels.

Email

Connect a support inbox and let an agent triage and answer inbound mail. You can connect more than one inbox, and each inbox has its own configuration.

Connect an inbox

1. Open Distribution > Email and select Connect inbox.
2. Sign in through Google's consent screen in the popup and grant access.
3. Once connected, you land on the inbox's configuration page to finish setup.

The inbox list shows every connected address with its agent, filter, and deployment status. You can connect as many inboxes as you need - one row per address.

Choose what the agent does with a reply

Each inbox is configured as a single readable sentence: when an email that matches a filter arrives at your address, a chosen agent will handle it in one of two reply modes.

• Autonomous - the agent sends the reply directly to the customer.
• Draft - the agent prepares a Gmail draft for you to review, and tags the thread with a label you choose so your team can find it.

Start in Draft mode while you build confidence in the agent's answers, then switch the same inbox to Autonomous once the replies look right. The change takes effect immediately.

Per-inbox settings

Everything below is configured per inbox, so different addresses can behave differently:

• Filter - use the built-in filter or write a custom one that tells the agent which emails to reply to.
• Agent - pick which agent answers mail on this address.
• Resolution - auto-resolve a thread after the customer goes quiet for a set idle window, or let the agent close the thread itself when it decides the conversation is done.
• CSAT - optionally send a satisfaction prompt when a conversation resolves.

A live Preview pane shows the latest inbound email and exactly what the agent would do with your current settings. You can pause an inbox at any time, or disconnect it to revoke access and stop replies.

WhatsApp Business

Connect WhatsApp Business numbers and let an agent reply to inbound messages.

Connect a number

1. Open Distribution > WhatsApp and select Connect WhatsApp.
2. Complete Meta's Embedded Signup flow in the popup.
3. Choose which of your business numbers to bring in, then confirm.

You can connect several numbers, and add more later with Add another number.

Routing messages

• Each number is bound to one agent, which answers inbound messages on it.
• Change the agent for any number directly from its row.
• Disconnecting a number stops replies but keeps the conversation history, so you can reconnect later.

If a number ever shows an authentication warning, use Reconnect on that row to restore it through Meta without losing your setup.

Phone (voice)

Phone distributions let customers talk to your agent out loud. Voice conversations are powered by a custom voice integration, so the agent speaks and listens in a natural call - and you can test it right in the browser without a phone number.

Set up a phone distribution

1. Open Distribution > Phone and select New distribution.
2. Name it and pick the agent that should answer calls.
3. Choose a voice and a speaking speed.
4. Pick the language and write the first message the agent says when the call connects.
5. Save to provision the voice agent.

The agent answers in a spoken format automatically - short, conversational replies with no markdown.

Fine-tune how it sounds

• Speech recognition keywords - add brand or product names so the agent hears them correctly.
• Pronunciation - tell the voice how to say tricky words by mapping the written form to how it should be spoken.

After saving, use Start test call to talk to the agent right in the browser and hear it for yourself.

Where to go next

• See every surface Lyro supports in Channels.
• Make sure your agents are trained before going live - see Knowledge.
• Decide when conversations should reach a human in Escalation.