People

People is the directory of everyone who has talked to your business through Lyro - known customers, leads, and anonymous visitors. Each person has a profile that gathers their properties, identities, and full conversation history in one place.

The People directory

Open People from the dashboard sidebar to see every contact in your workspace. The list shows the columns you care about at a glance:

From here you can:

• Search by name, email, or company using the search box.
• Add a contact manually with the Add Contact button - an email is required, and the contact is created with a verified email identity.
• Open a profile by clicking any row.
• Delete a contact from the row menu. Their identities and properties are archived, but their conversations are preserved.

Most people appear here on their own - Lyro creates a contact the first time a visitor chats with you. You rarely need to add anyone by hand.

Custom properties

Properties (also called attributes) are the structured fields Lyro stores about each person, such as name, email, company, or plan. You can extend this with your own fields - for example lifetime_value, signup_date, or subscription_tier.

The set of available properties is a schema you define once and reuse across every contact. You manage it under Settings on the Properties tab.

Each property has a data type that controls what values are allowed:

A few things worth knowing:

• Some properties are system fields that ship with Lyro - their definition cannot be edited or deleted, but their values still update.
• Custom property keys are lowercase snake_case and unique within your workspace.
• Select and multi-select properties must have at least one option defined.

Tip: keep property keys consistent with the fields you already use in your CRM or product database. That makes syncing data in and out far simpler.

How property values get set

A property value can come from several sources, and Lyro keeps the most trustworthy one when they disagree. The order of precedence is:

1. Manual - edited by your team in a contact profile.
2. API - written through the API.
3. Import - loaded in bulk.
4. Widget - sent from your site via the identify call.
5. Workflow - set by an automation.
6. Lyro (inferred) - learned by the agent during a conversation.

This means a value your team types by hand will not be overwritten by something the agent merely inferred, while a high-confidence detail the customer states directly (for example, "my name is Sam") can correct earlier guesses.

Identity resolution

A single person often reaches you in more than one way - anonymously from your website, then later by a known email, and maybe again over another channel. Lyro stitches these together so you see one profile instead of many duplicates.

Each contact can hold multiple identities, one per channel:

• email
• widget_visitor (the anonymous browser session)
• external_user_id (your own user ID)
• phone
• whatsapp
• custom

When new identities arrive, Lyro resolves them to a single person. Trusted identities - like a signed widget session or a verified email - can merge profiles together, with the oldest contact kept as the winner. Unverified claims (a browser simply asserting "I am [email protected]" with no proof) are never allowed to take over someone else's profile, which protects you from impersonation.

Identifying visitors from your website

If you run the chat widget, you can tell Lyro who a visitor is as soon as they log in to your app, using the widget identify call. You can pass:

• email - the customer's email address.
• external_user_id - your own stable user ID for the person.
• traits - additional property values to attach to the contact.

When you identify a logged-in user, Lyro merges their anonymous browsing session with their known profile, so the conversation history and properties stay on one contact. See Channels for the other ways people reach you.

The contact profile

Click any person to open their profile. It has three parts:

• Properties - every defined property with its current value. Editable fields show a pencil on hover; click to edit inline, then press Enter to save. A Manage properties link takes you to the schema in Settings.
• Identities - every channel this contact is known by, with the matching external ID.
• Conversations - the full history for this person, newest first. Open any one to read the entire thread in a side drawer.

Use the profile to give your team instant context: who the person is, how they have reached you, and everything they have asked before - all without leaving the page.

Related articles

• Conversations - read and manage the threads behind each contact.
• Settings - define the properties schema for your contacts.
• Chat widget - identify logged-in visitors from your site.
• API and developers - read and write contacts and properties programmatically.