To function properly, Lyro needs knowledge; in Tidio, this knowledge is stored and managed as data sources . As the person responsible for setting up Lyro, you must provide all the required data related to your products and/or services so that Lyro can respond to incoming questions appropriately.
There are several different ways to add and manage data sources, which we’ll cover below.
In this article, you will learn:
Manage your data sources
Here, we’ll cover the general layout of the Data Sources panel and how to manage Liro knowledge in general. If you’d like to learn more about the two main methods of managing Liro knowledge, feel free to jump to the sections below:
You can manage all of Liro’s data sources in the main section of Liro’s AI Chat , specifically under Knowledge .> Data sources :
There, you will see all the knowledge you have gathered for Liro.
You can use the three-dot menu on the right to delete a Q&A pair (or website) that you no longer want to use for Liro.
You can quickly add new knowledge by clicking the Add button in the upper right corner:
Once you click Add , you will see a pop-up window asking you to choose one of four available methods – by providing website URLs , manually adding question-answer pairs, importing a CSV file , or importing from external tools :
If you choose the Site URL option, you can add multiple web page addresses, or your entire site (so that Liro can crawl all relevant content automatically). Make sure you choose your preferred option: Crawl pages first or Crawl a single page . Liro will crawl these URLs and extract the available knowledge; you can browse (and edit!) all of this later as question-answer pairs.
If you choose the Add manually option, you will be asked to create a question-answer (Q&A) pair from scratch – that is, to formulate the question and answer separately:
Of course, you can continue to add more Q&A pairs (and also websites or CSV files) as needed so that Liro has all the required data.
Search tool
If you want to update specific information, simply search for the word or phrase (using the Search Question field) – and you will find the appropriate results. The tool searches both questions and answers, allowing you to find what you need efficiently.
You can search for Q&A pairs by their source using the Source filter . By default, it is set to Any source , but you can choose from four different sources:
Another option available here is the Liro usage filter ; you can decide to only display Q&A pairs that are currently using Liro or not, or simply ignore this usage (which is the default):
website
Any website URL you add will appear here, along with its current status (whether the URL is still being crawled or not, or if you’ve encountered any issues).
Please skip to this part of the article to learn the details about adding and managing website URLs.
Manually added
This label is used when you create a Q&A pair directly from this tab, or from a conversation where Liro was unable to answer. In both cases, you are essentially creating the Q&A from scratch.
Please see this part of the article to learn about adding Q&A pairs manually.
Inbox
This label is used when you add a Q&A pair that Liro automatically extracted from a resolved live conversation.
Please see this part of the article for more details on this feature.
Industry-based
This label is used when you add a Q&A pair suggested by Liro, based on the industry type you selected during your initial project setup.
Please see this part of the article to learn more about the suggestion tool.
The last two filters allow you to search for Q&A pairs used for Liro or Copilot as well as sort them from newest or oldest first.
Review of Liro’s comments
You can find your current conversations with Liro in the Liro -specific list, available below the list of operators on the left side of your inbox:
Within a conversation, whenever Liro responds based on his knowledge, you can use the Review Sources button:
This allows you to see the exact data source that Liro used to provide that specific response. If the source was a web page you uploaded, you can see the exact URL (and even delete it, if you want):
If the source was one of the question-answer pairs you added to the Q&A list, you’ll see the details of that specific pair – in addition to edit and delete options:
Taking advantage of Lira offers
A very useful tool to check out is the Suggestions Board – it can help you quickly create new Q&A pairs. If there are suggestions available, you will see an orange alert in the main menu – with the number of suggestions displayed directly on the Liro icon itself:
You’ll notice two separate tabs there: Unanswered Questions and Industry Based , both of which are covered below.
Unanswered questions
The Unanswered Questions tab displays any questions that Liro was unable to successfully answer when speaking with visitors. This list allows you to address each such question individually, and add an appropriate answer that Liro can use in the future.
To use a suggestion from this list, click the Add Reply button next to a suggestion you like:
You can also ignore the suggestion if it’s irrelevant, allowing you to remove it completely.
If you use Add Reply , however, you can modify the suggestion and see more details – like the creation date and a link to the specific Liro conversation the suggestion came from:
Once added, the new Q&A will appear under the Data Sources tab (and will be marked as Manually Added ), available for use by Liro if the same question is asked again in the future.
Industry-based
The second tab in the Suggestions panel contains the Industry-Based List – where you can see 25 automatically suggested Q&A pairs, ready-made and tailored to your business (based on the industry type selected during your initial project setup):
To use one of the suggestions from this list, click on the three dots on the right, and use the Edit option:
This allows you to quickly add ready-to-use Q&A pairs to the Liro data source, and modify them if needed (which we highly recommend, as the answers should be tailored to your specific business!).
Once you add any of the available offers, they will appear in the Data Sources tab, labeled Industry-based , and available for management at any time.
Adding knowledge from specific web pages
If you click the Add button in the Data Sources section and select Website URL , you can expand Liro’s data source with specific web pages – or even entire websites at once!
In the window that opens, you will see some relevant tips, and you can choose your preferred option: Scan pages in priority (allows you to provide only one top-level address, so that Liro can crawl all pages contained under it) or Scan a single page (allows you to list specific URLs, one by one).
Once a URL is loaded and ready to use in Liro, you’ll see it in the list of data sources . By clicking on each of the URLs you’ve added, you can see more details – all the personalized question-answer pairs that Liro automatically generated from that web page:
Within this detailed view, you can click on each of the Q&As and modify them to your liking. When you edit a specific Q&A, you will see all the relevant information (besides the question and answer), including the last update time and the URL that the crawler retrieved.
Remember that you can disable individual Q&A from any list or from a copilot, without deleting them permanently! To disable Q&A from a specific use, disable the blue switch next to Used by .
Adding question-answer pairs manually
Another method for expanding your Liro data source is to manually add personal question-answer pairs, one by one. Each time you use this option (using the Add button in the Data Sources section, and selecting Add Manually ), you will need to formulate a suitable question and answer yourself:
Of course, you can edit (or delete) any of the pairs, by accessing the options menu for each pair individually – on the right side. By using the Edit option, you will see the question and answer again, available for customization. You can also disable the given Q&A without deleting it completely – just disable the blue switch next to Liro AI :
Adding knowledge by importing files
You can extend Liro’s data source by importing a CSV file into Tidio. You can simply drag and drop a file containing two pages, one for the questions and one for the related answers – or you can browse to the file on your computer:
Adding knowledge directly from unanswered questions
Another useful way to update Liro’s knowledge is to add it directly from live chats . Whenever Liro doesn’t know the answer to a question, you have the option to fix it without going into Liro’s settings. If you find a situation where Liro was unable to respond, you’ll notice the Create Answer button:
Click this button to bring up a new window; this will allow you to create a new question-answer pair for Liro’s data source. The question field will be pre-populated with the visitor’s message (which it was a problem with), although you can change it however you need. The answer field is available for you to complete with a suitable answer that Liro can learn:
Click the blue Create Q&A button to save your new response, and return to the conversation immediately.
Please remember that you can find your current conversations with Liro in the Liro -specific list, available under the operator list on the left side of your inbox:
Automatic knowledge collection
A very useful feature of Liro is the ability to automatically collect data from live calls that you (or your other operators) have.
Every time an operator ends a live call using the Resolve option, Liro scans it for any useful knowledge. Any such data will be extracted by Liro and appear in your Q&A tab, marked with the Inbox label:
Each extracted Q&A pair will appear as disabled by default (which you can tell by the inactive Liro AI label on the right), allowing you to review each one individually. This way, you can make sure the extracted information is correct and relevant to your business.
Once you click on a Q&A pair to review it, you can change the question and answer – and enable it – by turning on the Liro AI switch:
Once you enable the Q&A you like, they will start to be used by Liro in future conversations.
Of course, we recommend that you periodically check your Q&A tab to track any new knowledge that is automatically generated, so you can review and act on it!
Import Zendesk articles, and more (Tidio+ only)
There is also a unique option to upload knowledge from an existing Zendesk Help Center , so you can use your Zendesk articles as a data source in your Tidio project. You can see this option when you click the Add button within your Data Sources section:
Please note that this option is only available to Tidio+ subscribers, so it is grayed out in most cases.
Once you click, you can import the content of your public articles by providing the URL of your Zendesk Help Center:
There are also methods to import your Zendesk tickets into Tidio, as well as data from Gorgias and Intercom . This can be done directly with the help of our team, and requires an active subscription to Liro AI Chat .
Please see this article for more details on these methods.