Customer Support AI

AI-powered email support with custom domain management, knowledge base–grounded responses, and automatic escalation.

Overview

Lira handles inbound customer support emails autonomously:

1. Customer emails your support address (e.g., support@yourdomain.com)
2. Lira reads the email in context
3. Searches your organization's knowledge base for relevant information
4. Generates a response grounded in your docs and policies
5. If confidence is low → escalates to a human admin

Key Features

Custom Email Domain

Set up a custom support email domain for your organization:

• Connect your domain via DNS records
• Lira sends and receives from your domain (e.g., lira@yourdomain.com)
• Professional appearance — customers see your brand, not Lira's

Knowledge Base Grounding

Every AI response is grounded in your organization's knowledge base:

• Website crawl content
• Uploaded documents (PDFs, DOCX)
• Vector search finds the most relevant passages
• Responses cite sources when appropriate

Thread Management

Lira maintains conversation threads:

• Tracks the full email thread history
• Understands context from previous messages
• Handles follow-up questions without repeating information

Automatic Escalation

When Lira can't confidently answer:

• Flags the ticket for human review
• Notifies admins via email or Slack
• Preserves the full thread context for the human agent

Reply Engine

The inbound reply engine handles customer responses:

Customer replies to Lira's email
  → AWS SES receives the email
  → SNS notification triggers webhook
  → Lira parses the reply, extracts context
  → Searches knowledge base for relevant info
  → Decides: respond directly or escalate

Email Domain Setup

1. Navigate to Organization Settings → Email
2. Add your custom domain
3. Configure DNS records (MX, SPF, DKIM)
4. Verify domain ownership
5. Set the default support email address

Lira supports two sending modes:

Mode	From Address	Setup
Platform	noreply@liraintelligence.com	No setup needed
Custom Domain	lira@yourdomain.com	DNS verification required