Tidio Emails

If your team handles e-mail support in Tidio, Lyro can be the first responder. A customer e-mails your support address, Tidio turns it into a ticket, and Lyro reads the thread and posts a public reply as one of your Tidio operators - the customer gets the answer by e-mail. Your queues, departments, and workflows stay in Tidio.

Like every channel, Tidio Emails needs an active agent trained on your content. If you have not built one yet, start with Create your first agent.

Connect your Tidio account

Open Distribution > Tidio Emails and select Connect.
Enter your Tidio OpenAPI Client ID and Secret (in Tidio: Settings > Developer > OpenAPI). They are stored encrypted and used only for this distribution.
Pick the Tidio operator the AI replies as - a dedicated "Lyro AI" operator is recommended, so customers and teammates can tell AI replies apart - and the agent that answers.
Select Create & go live. The Tidio webhook is set up automatically - there is no manual webhook step.

Which tickets Lyro answers

By default, Lyro answers every inbound e-mail ticket that is not owned by a human operator. Replies are public (Tidio e-mails them to the customer) and use the Email response format - a greeting, clear paragraphs, and a sign-off - which you can change per distribution.

Two things to know:

Handling rules - turn on "Only answer tickets in selected departments" to limit the AI to specific Tidio departments. Everything else stays untouched for your team.
Ticket status stays yours - Lyro replies, but never marks tickets solved or closed.

Working alongside your team

Take over any time - assign a human operator to the ticket and Lyro goes quiet on it immediately. It keeps following the thread silently, so no context is lost.
Hand a ticket back - assign the ticket to the AI operator again and Lyro answers the customer's latest message with the full history in mind.
Lyro escalates on its own - when a customer asks for a human, or the issue is beyond its knowledge, it sends a short reassuring reply (a human will follow up by e-mail) and then reassigns the ticket. In the Escalation section you choose where it goes: a department, a specific operator, or - if you configure nothing - Tidio's General department. When to escalate is the agent's decision, configured in Escalation.

Disconnecting

Removing the distribution stops the AI from replying and deletes its webhook. Your Tidio account connection, if used by other Tidio features, stays intact.

Where to go next

Train your agent before going live - see Knowledge.
Decide when conversations should reach a human in Escalation.
See every surface Lyro supports in Channels.