Navigating the App
This is the authoritative map of the Lira dashboard (app.liraintelligence.com). It lists the real sidebar structure, the exact page each item opens, and the precise click-path for common tasks. If you're ever unsure "where is that button," find it here.
App layout
The Lira app has a left sidebar on every page. Collapse or expand it with the toggle next to the logo. From top to bottom:
| Section | Items | Notes |
|---|---|---|
| Top | Home | The dashboard. |
| Work | Inbox · Tickets · Customers | The pages you touch daily. |
| Grow | Knowledge Base · Proactive · Analytics | The pages you tune weekly. |
| Admin | Members · Email · Queues · SLA policies · Tasks | Set-up-once surfaces. |
| Bottom | Settings · Docs | Settings opens in-app; Docs opens this site. |
Work, Grow, and Admin are collapsible groups — click the group name to expand it and reveal its items.
Before Customer Support is activated, the Work / Grow / Admin groups are replaced by a single Customer Support entry that opens the activation wizard. Once you activate, the full structure appears.
At the top of the sidebar is your current organization (click it to switch orgs). A header bar across the top shows the org, a notifications bell, and your profile menu. While the workspace is in sandbox, the header also shows a SANDBOX pill — see Sandbox and going live.
On mobile the sidebar collapses into a hamburger menu in the top-left.
Exact page paths
Every sidebar destination, with the URL it opens:
| Sidebar item | Group | Path |
|---|---|---|
| Home | — | /dashboard |
| Inbox | Work | /support/inbox |
| Tickets | Work | /support/tickets |
| Customers | Work | /support/customers |
| Knowledge Base | Grow | /org/knowledge |
| Proactive | Grow | /support/proactive |
| Analytics | Grow | /support/analytics |
| Members | Admin | /org/members |
| Admin | /org/email | |
| Queues | Admin | /support/queues |
| SLA policies | Admin | /support/sla-policies |
| Tasks | Admin | /org/tasks |
| Settings | — | /settings |
Home — Dashboard
Path: Sidebar → Home (/dashboard)
The dashboard greets you with recent activity — open conversations, escalations needing a human, AI-resolved count, average response time — plus a Launch checklist (activate support, install the widget, teach Lira about your product, configure support email, invite teammates) and Quick actions shortcuts.
Work
Inbox
Path: Sidebar → Work → Inbox (/support/inbox)
The unified conversation queue across chat, email, voice, and the portal. Down the left it filters by:
- Assignment — My inbox, Unassigned.
- Status — All, Open, Pending, Escalated, Resolved.
- Teams — your defined teams (e.g. Support, Billing, Engineering), plus Manage teams.
- Channels — All channels, Chat, Email, Voice, Portal.
Compose starts a new conversation; CSV exports the current list; the search box filters by text. Click any conversation to read and reply on the right.
See: Inbox guide.
Tickets
Path: Sidebar → Work → Tickets (/support/tickets)
The operator's daily queue for async work — escalations, tickets Lira opened, and tickets you create. Click a ticket to read the thread, reply, change status, or reassign.
Customers
Path: Sidebar → Work → Customers (/support/customers)
Every identified visitor that has chatted with Lira. Click a customer for their conversation history, open tickets, and identity context the SDK sent.
Grow
Knowledge Base
Path: Sidebar → Grow → Knowledge Base (/org/knowledge)
What Lira reads to answer questions. Four tabs:
- Documents — drag-and-drop files, or Write a note directly. Supported: DOCX, TXT, MD, CSV, XLSX, up to 25 MB per file.
- Connected Sources — link Google Drive; Lira imports approved files.
- Web Sources — paste a URL; Lira crawls and indexes the site.
- Query — ask questions against the KB to verify what Lira will see.
Full reference: Knowledge Base.
Proactive
Path: Sidebar → Grow → Proactive (/support/proactive)
Set up automated outreach that fires when something happens in your product (trial expiring, payment declined, feature launch, renewal). It's a short wizard: How it works → Connect your product → Create a rule.
See: Proactive guide.
Analytics
Path: Sidebar → Grow → Analytics (/support/analytics)
Resolution and deflection rates, response time, CSAT, top intents, and per-action performance.
Admin
Set-up-once surfaces. The group is collapsed until you click Admin.
Members
Path: Sidebar → Admin → Members (/org/members)
Manage who has access. This is where you add a teammate — not under Settings.
- Invite a teammate — at the top of the page, enter the person's email, pick a Role (Member or Admin), and click Generate invite link. It's a one-time, expiring link tied to that email; the invitee sets a password and lands directly in your org.
- Team Members — the list below shows everyone, their role, and join date.
- Role / remove — admins manage non-owner members from their row.
- Leave — non-owners can leave from the bottom of the page. The owner must transfer ownership first.
Roles: Owner, Admin, Member — see Roles & permissions.
Email
Path: Sidebar → Admin → Email (/org/email)
Configure how Lira sends and receives email — sender identity, custom domain, notifications, auto-reply — plus an inbox of email threads Lira has handled. Full reference: Email settings.
Queues and SLA policies
Path: Sidebar → Admin → Queues (/support/queues) / SLA policies (/support/sla-policies)
Route tickets into queues and define response-time policies.
Tasks
Path: Sidebar → Admin → Tasks (/org/tasks)
Internal task tracker. Tasks created from tickets or directly in your org land here.
Settings
Path: Sidebar → Settings (/settings)
Settings has five top tabs down the left: Account, Organization, Support, Subscription, Billing.
Account tab
Your personal account (not the org):
- Profile — display name, profile picture.
- Security — change email, change password.
- Organizations — every org you belong to, with a Leave button for non-owner orgs.
- Danger Zone — delete your account.
Organization tab
Your org's profile (read by Lira on every conversation). Four sub-tabs:
- General — Organization ID, name, company name, logo, industry, company size, website, description; plus the org Danger Zone (delete organization).
- Culture — tone and cultural context for replies.
- Products & Services — what you sell, so Lira can speak to it.
- Instructions — custom standing instructions for the agent.
Support tab
The Customer Support module. At the top, an Environment card shows SANDBOX or LIVE with a Sandbox / Production toggle (the go-live switch). Below it, seven sub-tabs:
- Get connected — install Lira: Web widget / Full page / JavaScript / npm snippets and Appearance & greeting (brand color, greeting message). Credentials live under API keys.
- Channels — turn on Web chat, Voice, and Email (with your
support-…@liraintelligence.comaddress and optional forwarding); set up WhatsApp Business; set up the Lira-hosted page. - Behavior — Auto-reply on/off, Confidence to answer slider (Cautious / Balanced / Strict), this-month usage, and Advanced: Always escalate certain topics and Compliance guardrails (fintech).
- Actions — let Lira take real actions in your systems: connect an MCP server (recommended), a REST adapter with Agent tool packs (e.g. the Banking / Fintech pack), or declare manually registered actions (SDK). Money-moving actions auto-require customer step-up.
- API keys — every credential in one place: publishable keys (
lira_pk_test_/lira_pk_live_, safe in your HTML), secret keys (lira_sk_test_/lira_sk_live_, server-side, used asLIRA_API_KEY), and the signing secret for logged-in customers — plus a CLI / API quickstart for MCP and native mobile sessions. - Escalation — where escalations go: alert email, response-time target, automatic-handoff triggers, and extra destinations (Slack, Linear, Webhook).
- Health & audit — Setup Health on-demand diagnostics (widget, identity, notifications) and the Agent audit log — every action the agent ran, with policy decision, redacted input/output, and estimated cost.
Full reference: Settings Reference.
Subscription tab
Your plan and entitlements, live monthly usage, launch status (sandbox / live), plan-change requests, and sandbox-extension requests. See Subscription & Billing.
Billing tab
Invoices, payment methods, and (for Enterprise) license management — Invoices, Payment Methods, Enterprise License, License Key.
Activating Customer Support
Path: Customer Support entry (before activation) → Activate — a 4-step wizard (starting with Email Setup). Full guide: Activation.
Switching organizations
If you belong to multiple orgs, the organization name at the top of the sidebar is a dropdown. Click it and pick the other org to switch.
Common tasks — quick reference
| Task | Where |
|---|---|
| Add / invite a teammate | Admin → Members → Invite a teammate (email + role → Generate invite link) |
| Remove a teammate | Admin → Members → member's row |
| Change a teammate's role | Admin → Members → member's row |
| Leave an organization | Admin → Members → Leave (non-owner) — or Settings → Account → Organizations |
| Switch organization | Click the org name at the top of the sidebar |
| Activate customer support | Customer Support → Activate (4-step wizard) |
| Get the widget snippet | Settings → Support → Get connected → Web widget |
| Get the signing secret (logged-in customers) | Settings → Support → API keys → Signing secret |
| Get a publishable or secret API key | Settings → Support → API keys |
| Switch between sandbox and production | Topbar → SANDBOX / PRODUCTION |
| Move to production (real sends + billing) | Topbar → Production, or Settings → Support → Environment |
| Change widget color or greeting | Settings → Support → Get connected → Appearance & greeting |
| Turn a channel on/off (chat, voice, email) | Settings → Support → Channels |
| Set up a custom support email | Settings → Support → Channels → Email |
| Connect WhatsApp | Settings → Support → Channels → WhatsApp Business |
| Set up the hosted support page | Settings → Support → Channels → Lira-hosted page |
| Turn auto-reply on/off | Settings → Support → Behavior → Auto-reply |
| Adjust the confidence threshold | Settings → Support → Behavior → Confidence to answer |
| Always escalate a topic | Settings → Support → Behavior → Always escalate certain topics |
| Connect an MCP server / tools | Settings → Support → Actions |
| Enable the Banking / Fintech actions | Settings → Support → Actions → Agent tool packs |
| Create a developer API key | Settings → Support → API keys → New key |
| Set the escalation email / SLA target | Settings → Support → Escalation |
| Send escalations to Slack / Linear / a webhook | Settings → Support → Escalation |
| Run setup diagnostics | Settings → Support → Health & audit → Setup Health |
| Review every action the agent ran | Settings → Support → Health & audit → Agent audit log |
| Upload company docs | Grow → Knowledge Base → Documents |
| Crawl your help center | Grow → Knowledge Base → Web Sources |
| Connect Google Drive | Grow → Knowledge Base → Connected Sources |
| Set up proactive outreach | Grow → Proactive |
| Review what Lira said | Work → Inbox |
| Reply to a ticket | Work → Tickets → click ticket |
| See deflection / CSAT | Grow → Analytics |
| Check plan, usage, and launch status | Settings → Subscription |
| See invoices / payment methods | Settings → Billing |
| Go live / return to sandbox | Settings → Support → Environment card |
| Edit the org profile Lira reads | Settings → Organization |
| Change your display name | Settings → Account → Profile |
| Change your password | Settings → Account → Security |