How to Use Tidio to Answer Shop FAQs With the Lyro AI Agent

The short answer: if most of your shop's chats are the same dozen questions about delivery, returns and sizing, Lyro can take the first reply, and Tidio's 50 free Lyro conversations are enough to prove that but not to run it, because they never refill; the Lyro AI Agent package starts at $39 a month for 50 conversations a month (monthly billing, checked on 26 October 2026 on the pricing page). The steps: give Lyro your own pages and answers, set its tone and handoff rules, test it in the Playground, switch it on for offline hours first, then work through its unanswered questions every week.

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Before you switch Lyro on:

1. How long the free allowance lasts. For example, a shop where 120 chats a month are repeat questions sends Lyro 120 / 30 = 4 a day, so the one-time 50 are gone in 50 / 4 = 12.5 days. The Lyro limit article is plain that Lyro stops working at that point. Spend the allowance on testing, not on launch week.
2. The answers you already wrote. Your FAQ, delivery and returns pages are Lyro's first knowledge. Last month's chat transcripts tell you which 20 questions to test it on.
3. This week's baseline. Note how many chats your team answered and how many were about delivery or returns. After launch, set those numbers beside Lyro's own counts in Analytics.

What you need

• A Tidio account. The trial lasts 7 days without a card, opens every plan, and drops to the Free plan when it ends, per the FAQ on the pricing page.
• Your store or site connected. The homepage lists Shopify, WooCommerce or any website as the first step.
• A short list of topics a person must always handle. The homepage FAQ gives refunds, complaints and high-value orders as examples.

Step 1: Point Lyro at your pages

Open the Lyro AI Agent section, then Knowledge > Data sources, and click Add knowledge. Choose Website URL, then either Scan priority pages, which starts from one address and reads up to 100 pages, or Scan single page for a list of exact URLs, as the data sources article describes. Lyro turns each page into question-and-answer pairs you can browse. A URL that points to a file is refused; upload PDFs and CSVs through the file import instead.

Step 2: Write the exact answers as manual pairs

For anything a shopper may quote back at you, such as a returns window or a shipping fee, use Add manually and write the question and answer yourself. Do not correct the pairs Lyro drew from a web page: when you re-sync that page, the same article warns, Lyro deletes its pairs and builds new ones, and your edits go with them. Fix the page, re-sync, and keep the sensitive answers in manual pairs that no scan touches.

Step 3: Set the tone and the escalation rules

Under Behavior > Guidance, pick a neutral, friendly or formal tone, or write your own, and turn off emojis if your brand does not use them; they are on by default, per the Guidance article. Write one instruction under Handoff and escalation for each topic on your list. Guidance shapes how Lyro behaves; it cannot pick its data sources or call Actions.

Step 4: Decide what happens at handoff

The Handoff tab holds two settings, one for online hours and one for offline hours, both set to Transfer conversation to agent by default (Lyro settings article). Online, keep the transfer. Offline, choose Create a ticket, so a shopper at 23:00 leaves an email address instead of waiting for a colleague who is asleep. Custom handoff audiences send chosen visitors straight to a person.

Step 5: Test it in the Playground

This is the agent step, and a person checks every answer before a shopper sees one. Ask the Playground your 20 questions from the transcripts. Lyro reads its sources, decides whether it has an answer and writes one, or says it does not know. The colleague who owns returns reads each reply. Where Lyro has no answer, the Add answer button in the test widget saves a new pair on the spot, per the settings article, which also has an Email tab for testing ticket replies.

If you are on Plus or Premium, or among the Lyro AI Agent subscribers it has been opened to, the Get order status template lets Lyro look up a Shopify order. It always asks for an email and an order ID, plus the zip code by default (templates article). Keep that second check on.

Step 6: Go live on offline hours first

In Channels > Live conversations, switch Lyro on and set it to respond only when your agents are offline. A week of evenings and weekends shows you its answers on real questions while your team still takes the daytime. Mind one side effect from the quick setup guide: enabling Lyro switches off any Visitor says flows you have, and you turn them back on by hand.

Write the AI notice into the greeting before launch. From 2 August 2026, Article 50 of the EU AI Act expects shoppers to know by their first message that an AI system is answering, unless that is obvious (consolidated text on EUR-Lex); the LiveAgent entry covers the rule in more detail. One line does it: that this is an AI assistant, and how to reach a person.

Step 7: Clear the unanswered questions every week

Lyro lists every live-chat question it could not answer under Suggestions, with how often it was asked and when last; an orange counter on the Lyro icon tells you new ones are waiting. A person opens each, writes the answer and clicks Save as a Q&A, per the data sources article. Lyro uses nothing from this list until someone saves it, which is the check that matters most.

Then open Analytics > AI support. It shows all conversations, resolved conversations, the resolution rate and the number transferred to an agent, and it is available without the Growth plan (analytics article). Read the definition before the number: a conversation counts as resolved when the visitor left or did not ask for an agent. Tidio sells Lyro by the conversation, and that same count, which cannot tell a satisfied shopper from one who gave up, is the figure that argues for a bigger package. So read 20 of the resolved chats each week and mark the ones you would not sign off.

What Tidio's articles warn about

• Launching on the free allowance. The 50 free conversations do not reset, and Lyro stops at the limit (Lyro limit article).
• Editing scanned pairs. A re-sync replaces them. Weekly automatic re-sync exists only on Plus and Premium.
• Assuming a returning shopper is one conversation. You are not misreading the two pages. The pricing FAQ says a shopper who leaves and returns is still one conversation, while the limit article closes a thread after 15 minutes of silence and counts the next reply again. Budget by the article.
• Losing your old flows. Visitor says flows switch off when Lyro switches on.

What the trial settles

Steps 1 to 5 happen before any shopper meets Lyro, and the 7-day trial covers them. If the Playground answers your 20 questions the way your returns lead would, the paid package buys volume, not a better agent. If it does not, the misses point to the fix: a missing page, an answer that belongs in a manual pair, or a topic that should go to a person.

FAQ

Does Lyro answer emails as well as chat?

Yes, if you enable it for email. In a ticket it replies once, when the ticket first arrives (Lyro limit article), and you can rehearse that in the Playground's Email tab.

Will Lyro make up an answer?

It is built not to. The homepage FAQ says Lyro answers only from the sources you approve and hands the chat to your team, with the history, when a question falls outside them.

How many Lyro conversations can I buy?

Packages run from 50 to 1,000 a month and reset on the day of the month you bought them; more than that is a custom Plus arrangement (Lyro limit article). The Tidio glossary entry lists every plan.