Onboarding overview — the 5 steps

When you sign up for Lira and click "Guide me through setting up my support agent" in the dashboard widget, you'll see a polished 5-step progress card. Each step has a clear what, why, and how — plus the AI Lira widget itself walks you through each one interactively. This page is the canonical reference for the five.

#	Step	Required?	Where it happens
1	Activate customer support	Required	Activation wizard
2	Teach Lira about your product	Required	Knowledge Base tab
3	Install the support page (Web SDK)	Required	Your codebase
4	Add the chat bubble	Optional	Your codebase
5	Sign in your users + verify	Required	Your codebase + Integration Health

You "go live" when every required step is green. Step 4 (chat bubble) is genuinely optional — many B2B products ship only the /support page and skip the floating widget.

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Step 1 — Activate customer support

What: flip the master switch. Walks through a short wizard that provisions:

• Your unique support email address (e.g. [email protected])
• Your widget secret (used for identified-visitor HMAC signing)
• Your ticketing email (where new-ticket notifications go)

Why: none of the other steps work without this. The Web SDK refuses to connect, tickets have nowhere to go, and Lira has no identity to sign visitors with.

How: Dashboard → Support → Activate. Takes under a minute.

Done when: the dashboard shows you live, and your Settings → Support tabs are populated.

→ Full activation guide

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Step 2 — Teach Lira about your product

What: seed your Knowledge Base. The fastest path is a website crawl, but you can also:

• Upload PDFs, Markdown files, plain text docs
• Connect Slack, Notion, Linear, Google Drive, GitHub, and other sources
• Add KB entries manually

Why: Lira's whole value is grounded answers about your product. With an empty KB, the AI hedges, gives generic responses, or escalates everything. The richer your KB, the smarter the agent.

How: Dashboard → Knowledge Base → Web Sources → paste your site URL and start a crawl. Most B2B products take 1–10 minutes to crawl. While that runs, you can move to step 3.

Done when: lira_get_setup_progress reports at least one web page or document indexed.

→ Knowledge Base docs

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Step 3 — Install the support page (Web SDK)

What: drop @liraintelligence/support into a /support route on your own app, so your customers see Lira at yourapp.com/support — your domain, your shell, Lira's chat + tickets + AI inside.

Why: this is the primary integration and the whole product pitch. Customers never leave your app; the AI greets them by name (when you wire identity in step 5); the support page contains chat history, ticket history, and the live conversation.

How: the fastest path is:

npx @liraintelligence/support init --org-id=YOUR_ORG_ID
npm install @liraintelligence/support

The CLI scaffolds a working /support route for your framework (Next.js, Vite, Remix). For Rails, Django, Express, or plain HTML, the per-framework guide has copy-paste snippets.

If you use Claude Code or another AI editor, install our skill and run /lira-install instead — same result, one slash command.

Done when: your local /support route renders the Lira chat and you click "Installed" in the widget.

• → Web SDK overview
• → Per-framework guides
• → Claude Code skill

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Step 4 — Add the chat bubble (optional)

What: a floating chat bubble in the bottom-right (or bottom-left) of every page on your site outside of /support. Same Lira runtime as the support page — different placement.

Why: lets customers reach Lira ambient, anywhere on your site, without navigating to /support. Great for marketing pages, dashboards, settings screens. Skip it if you only want the dedicated /support page.

How: one <script> tag before </body> on every page where you want the bubble. Or mount <LiraWidget /> in your React root layout.

Done when: you visit any page (not /support) and the bubble appears.

→ Widget docs

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Step 5 — Sign in your users + verify

What: two sub-steps:

1. Identified-visitor signing. Your backend signs each logged-in user's email with the widget secret (HMAC-SHA256(LIRA_WIDGET_SECRET, email.trim().toLowerCase())) and passes the signature to the SDK. Lira verifies it server-side before trusting the email.
2. Integration Health verification. Run the diagnostics in Dashboard → Settings → Support → Health. Every check should be green before you call install done.

Why:

• Without (1), Lira treats every visitor as anonymous — no name, no account context, no access to verified-only tools. For B2B SaaS this is critical.
• Without (2), you don't know if there's a silent integration mistake. Common one: your LIRA_WIDGET_SECRET doesn't match the dashboard secret. Without verification you find out three weeks later when a customer complains.

How:

// Backend: /api/lira/sign route
import crypto from 'node:crypto'
const sig = crypto
  .createHmac('sha256', process.env.LIRA_WIDGET_SECRET!)
  .update(email.trim().toLowerCase())
  .digest('hex')
return { sig }

The CLI scaffold creates this route for Next.js automatically. For other frameworks, the per-framework guide has the equivalent code.

Then visit Dashboard → Settings → Support → Health and click Run diagnostics. Every row should be green.

Done when: signing route is live, identified visitors are greeted by name in Lira chat, and the Integration Health panel is all green.

→ Identified visitors guide → Troubleshooting (when health checks fail)

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What "fully live" looks like

When all 5 are green:

• A customer visits yourapp.com/support → sees Lira chat + their ticket history.
• A logged-in customer is greeted by name; Lira can answer account-specific questions.
• The floating bubble (if you enabled it) lets them reach Lira from any page.
• When Lira can't answer, it opens a ticket. Your team gets emailed and replies via Dashboard → Support → Tickets.
• The customer's chat with Lira keeps going while the ticket is async-resolved.

That's the whole loop.

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If you get stuck

• Browser console on the page where you embedded Lira — [Lira] warnings tell you exactly what's misconfigured.
• Dashboard → Settings → Support → Health — runs every diagnostic.
• Ask Lira in the dashboard widget — say "the widget on my site isn't responding" and the agent runs the same diagnostics and reads back the cause + fix.
• Troubleshooting docs — /platform/customer-support/integration-guides/troubleshooting maps every symptom to a fix.