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Activating Customer Support

Before your team can use the Tickets queue, analytics, or any other support features, you need to activate the support module. The activation wizard walks you through four focused steps and takes under two minutes to complete.

Navigate to Support in the sidebar. If your organisation hasn't activated support yet, you'll be taken directly to the activation wizard.

Knowledge Base is now post-activation

Seeding the Knowledge Base used to be Step 4 of this wizard, but it's a multi-step async flow (web crawls, document uploads, source OAuth) that doesn't fit a quick wizard. After you click Activate, the success screen pushes you straight to /org/knowledge — and the in-dashboard Lira widget walks you through it as step 2 of the 5-step onboarding journey. See Onboarding overview.

Why activation matters​

Activation does several things behind the scenes:

  • Provisions your unique support email address on Lira's sending infrastructure (AWS SES)
  • Stores your channel configuration (Web SDK Runtime, optional widget)
  • Generates your widget secret for identified-visitor HMAC signing
  • Configures your Ticketing Email so Lira knows where to send new-ticket notifications
  • Flags your organisation's support module as active, unlocking Tickets, Analytics, Proactive, Actions, and Chat History tabs

You can change any of these settings later from Settings → Support.

Step 1 — Email setup​

The first thing Lira does is assign your organisation a platform support address. It looks like:

[email protected]

This address is yours permanently — it's tied to your organisation ID and doesn't change. You can:

  • Share it directly with customers as your public support email
  • Use your own address instead — for example [email protected]

Using your own email address​

If you'd prefer customers to email an address on your own domain, set that address in the "Use your own existing address instead" field during Step 1 (or later in Settings → Channels → Email).

You'll then need to create a forwarding rule in your email provider that sends messages arriving at [email protected] → [email protected]. Every major email provider (Google Workspace, Microsoft 365, Fastmail, Zoho) supports this. The steps are identical to forwarding to any other address.

Once forwarding is set up:

  1. Customers email [email protected] (your address)
  2. Your provider silently forwards each message to Lira
  3. Lira replies from [email protected]
  4. Customers see a professional conversation in their inbox
Keep both addresses

Even if you use your own domain, keep the Lira address — you'll need it as the forwarding destination, and it's where Lira's sent mail actually originates.

Step 2 — Web surfaces and channels​

Choose which support surfaces to enable. For B2B products, the primary web surface is the Web SDK mounted inside the customer's own app, for example lemonpay.com/support. You can still enable the floating widget and hosted portal fallback when useful.

You can turn these on or off later from Settings → Support.

Web SDK and full-page support embed​

The Web SDK lets the customer's product own the route, domain, layout, and navigation while Lira powers the support runtime.

After activation, copy the full-page SDK snippet and give it to the customer's engineering team. They create their own support route and mount Lira into a container:

<div id="lira-support-root" style="height: 720px;"></div>
<script
  src="https://widget.liraintelligence.com/v1/widget.js"
  data-org-id="YOUR_ORG_ID"
  data-mode="fullscreen"
  data-target="#lira-support-root">
</script>

→ Full Web SDK guide

Chat Widget​

An optional floating chat button for your website. It uses the same Lira runtime as the full-page SDK, but appears as a compact launcher instead of filling a support route.

You can customise:

  • Greeting message — the first message Lira sends when a customer opens the chat (default: "Hi! How can we help you today?")
  • Widget colour — any hex colour, set from Settings → Support → Web SDK

After activation, you'll receive the install <script> snippet. → Full widget guide

Hosted portal fallback​

A branded, publicly hosted fallback page at:

https://support.liraintelligence.com/your-slug

During activation, set your portal slug if you need a temporary no-code page or a link to send in email. The slug becomes part of your portal URL and can be changed later from Settings → Support → Hosted.

The hosted fallback lets customers:

  • Submit new support tickets
  • Track the status of existing conversations
  • Live-chat with Lira

Do not iframe the hosted portal into a customer product. If the customer wants support inside their own app or domain, use the Web SDK.

→ Hosted portal guide

Step 3 — Ticket notifications​

When Lira can't confidently answer a customer, it opens a ticket — a discrete async thread the team picks up on its own time. The customer keeps chatting with Lira in parallel; the ticket is purely a queue for human follow-up.

This step has two things:

Ticketing Email (required)​

The address that receives the notification every time Lira opens a ticket. Defaults to your account email — switch to a shared inbox like [email protected] if your team handles tickets together.

Additional recipients — Enterprise​

CC up to two extra teammates on every ticket notification. Available on the Enterprise plan only.

Where ticketing replaces the old "escalation" flow

The previous version of Lira handed off live chats to a human (silencing the AI). That flow has been replaced by tickets: the AI never goes silent, and your team handles the harder questions asynchronously. Existing escalation_email settings continue to work — they now route ticket-created notifications.

Step 4 — Test & Activate​

Review your configuration, then click Activate Support. Lira will:

  1. Confirm all settings
  2. Provision your email address on the sending infrastructure
  3. Generate your widget secret
  4. Mark your organisation's support module as active

Activation is immediate. There's no waiting period.

Don't worry about the Knowledge Base yet

The activation success screen pushes you straight to /org/knowledge with a one-click "Seed Knowledge Base" button. Seeding takes 1–10 minutes for most products (web crawl + document upload) and doesn't block activation. See Onboarding overview for the full 5-step journey post-activation.

After activation — what to send your customer​

The success screen lists every artifact you'll hand over to the customer's dev team. Think of it as a deliverable: copy each one and share.

  • Support Email — the address customers email
  • Full-page Support SDK snippet — mount inside the customer's own /support route
  • NPM package example — install @liraintelligence/support in bundled apps and register customer actions
  • Chat Widget install snippet — optional floating launcher for other pages
  • Widget Secret — server-side key for signing identified visitors (only needed if the customer's platform has logged-in users; skip for fully public sites)
  • Hosted Portal URL — optional no-code fallback link

Activation is immediate. After closing the screen you land in Tickets — your team's work queue.​

What to do next​

The basics are live. Here's what most organisations set up next, in order of priority:

1. Install the full-page support SDK​

Create a route such as /support in the customer product and paste the full-page SDK snippet from the success screen or Settings → Support → Web SDK.

→ Full Web SDK guide

2. Share your support email​

If you enabled email support, forward your support email address to customers. You can also configure a custom address (e.g. [email protected]) from Settings → Support → Channels tab → Email section.

3. Check your ticketing email​

When Lira can't resolve a question, it opens a ticket and emails this address. Make sure it's set to an inbox somebody actually watches.

Go to Settings → Support → Ticketing tab (or revisit Step 3 in the activation wizard).

4. (Optional) Identify your logged-in users​

By default, the widget treats every visitor as anonymous. If your website has logged-in users and you want Lira to greet them by name and access their account details, you can enable identified visitor mode.

This requires your server to compute an HMAC-SHA256 signature of the visitor's email using your widget secret, then pass the email, name, and signature to the SDK. The widget secret is available from Settings → Support → Secret.

This is optional and can be set up any time after going live.

→ Full guide: Web SDK identity​

Changing settings after activation​

Every setting you configure during activation can be changed later:

What to changeWhere to find it
Enable/disable channelsSettings → Support → Channels tab
Custom support email / forwardingSettings → Support → Channels tab → Email section
Web SDK snippetsSettings → Support → Web SDK tab
Portal slugSettings → Support → Hosted tab
Widget colour & greetingSettings → Support → Web SDK tab
Widget secret (identified visitors)Settings → Support → Secret tab
Auto-reply & confidence thresholdSettings → Support → Behaviour tab
Ticketing email + CC recipientsSettings → Support → Ticketing tab (or activation Step 3)

Frequently asked questions​

Can I reactivate support after deactivating it? Yes. Your email address and configuration are preserved. Just go back to the activation flow.

What if my Knowledge Base is empty when I activate? Lira will still respond, but answers will be less specific. Add documents or connect a source from the Knowledge Base section, then Lira begins using the new content for future conversations immediately — no reactivation needed.

Can I change my hosted portal slug after activation? Yes — update it from Settings → Support → Hosted. The old URL will stop working, so update any links you've published.

Does activation cost anything? Lira tracks monthly conversation and AI reply limits per your plan. You can see your current usage at any time in Settings → Behaviour → Volume & Limits.