Tidio Lyro AI Tasks Actions: Custom Workflows Guide

Tidio Lyro AI tasks actions transform your Tidio chat experience from a basic FAQ responder into an autonomous customer service agent. Instead of just answering questions about your return policy, Lyro can actually initiate a return, check an order status in Shopify, deliver a personalized discount code, or trigger a webhook to your backend system - all without a human agent lifting a finger.

Tidio Lyro AI tasks actions cover the full automation spectrum, from simple template responses to API-connected workflows. Tasks handle simple, pre-configured responses to specific customer requests, and Tidio Flows extend automation further by connecting Lyro to external APIs and ecommerce platforms like Shopify through a visual no-code builder. Together, they let you automate the repetitive customer support workflows that eat up your team’s time - order tracking, returns processing, appointment scheduling, and account lookups.

This guide walks through the complete setup process for both Tidio Lyro AI tasks and custom actions in your Tidio installation. You will configure task triggers, build API-driven action workflows, set up ecommerce-specific recipes, test everything in the Playground, and monitor performance after launch.

What Is the Difference Between Tidio Lyro Tasks and Actions?

Before configuring anything, it is important to understand the distinction between Tasks and Actions in Lyro. They solve different problems and you will likely use both.

Tasks are simple, trigger-based responses that Lyro executes when it detects a specific customer intent. When a customer asks “Where is my order?” Lyro can recognize that intent and respond with a predefined template - perhaps asking for an order number and then providing a tracking link format. Tasks do not connect to external systems. They work entirely within Lyro’s conversational framework, using the information the customer provides and your pre-written response templates.

Actions are API-driven workflows that let Lyro interact with external platforms. This is the difference between a simple AI chatbot and a true AI agent. When a customer asks “Where is my order?” and you have an Action configured, Lyro collects the order number, calls your Shopify or WooCommerce API, retrieves the actual tracking information, and delivers it to the customer in real time. Actions involve data flow between Lyro and external services.

When to use Tasks:

• Delivering static information triggered by specific requests (store hours, discount codes, sizing guides)
• Collecting customer information before handing off to a human agent
• Providing templated responses that do not require external data lookups
• Quick wins that take minutes to set up and immediately reduce agent workload

When to use Actions:

• Order status lookups that require real-time data from your ecommerce platform
• Returns or exchange processing that needs to create records in your backend
• Account information lookups that pull data from your CRM
• Any workflow that requires reading or writing data from an external system

Most support teams start with Tasks for quick automation wins, then graduate to Actions for their highest-volume workflows that require live data. If you are evaluating where your team falls on the automation spectrum, the AI workflow automation maturity model can help you benchmark your progress.

Prerequisites

Before configuring Tasks and Actions, make sure the following items are in place. Missing any of these will block parts of the setup process.

An active Tidio account with Lyro enabled. Tasks and Actions are Lyro features, so you need Lyro activated on your account. Note that the Tidio free version does not include full Lyro capabilities, so confirm your plan covers Tasks and Actions before proceeding. If you have not set up Lyro yet, complete the Tidio Lyro AI Setup Guide first - resources are also available at support tidio net. New to Tidio entirely? Start with the Getting Started with Tidio guide.

A configured knowledge base. Lyro uses your knowledge base to understand customer intent and context. Actions and Tasks work alongside your knowledge base - they handle the operational side while the knowledge base handles informational questions. See the Tidio Lyro Knowledge Base Guide for setup instructions.

A plan that supports Actions. Simple Tasks are available on plans that include Lyro. Custom Actions with API connections require the Plus plan (Contact sales) or higher. The Premium plan includes unlimited Lyro conversations and priority support for Action configuration. Check the pricing page for current plan details.

Ecommerce platform integration (for order-related Actions). If you plan to build Actions that interact with store data - order tracking, returns, product recommendations - connect your Shopify or WooCommerce platform to Tidio first. The Tidio + Shopify Integration Guide covers the Shopify process.

API credentials (for custom Actions). If connecting Lyro to external APIs beyond built-in ecommerce integrations, have your API keys, endpoint URLs, and authentication details ready.

Setting Up Tidio Lyro AI Tasks Actions: Simple Tasks

Tasks are the fastest way to automate repetitive customer requests. Navigate to Lyro AI > Tasks in your Tidio dashboard to begin.

Creating Your First Task

Step 1: Open the Tasks panel. In the left sidebar, click on Lyro AI, then select Tasks from the submenu. The Tasks panel shows all existing tasks and a button to create new ones.

Step 2: Click “Add Task.” This opens the task creation interface where you define what triggers the task and how Lyro should respond.

Step 3: Define the trigger. Enter a description of the customer request this task should handle. Write it as a natural language intent - for example, “Customer wants to know their order status” or “Customer asks for a discount code.” Lyro uses this description to recognize when a customer’s message matches this intent.

Step 4: Add example phrases. Below the trigger description, add 3 to 5 example phrases that customers might use. For an order status task, examples might include “Where is my order?”, “I want to track my package”, “When will my delivery arrive?”, and “Can you check my order status?” These examples help Lyro’s intent matching engine recognize the request even when customers phrase it differently.

Step 5: Configure the response. Write the response template Lyro should use. You can include dynamic placeholders if your task collects information from the customer. For a simple task, this might be a static response with a link to your tracking page.

Step 6: Test and activate. Save the task and test it in the Playground (covered in the Testing section below). Once you confirm it works correctly, toggle the task to active status.

Task Recipe: Discount Code Delivery

This task delivers a promotional discount code when customers ask for one.

Trigger description: “Customer asks for a discount code or promotional offer.”

Example phrases:

• “Do you have any discount codes?”
• “Is there a promo code I can use?”
• “Can I get a coupon?”
• “Are there any current deals?”

Response template: “Here is a 10% discount code for your next purchase: WELCOME10. Enter this code at checkout to apply the discount. This code is valid for orders over $50 and expires at the end of the month.”

This is a straightforward task that does not require any API connection - Lyro simply delivers the static code when it detects the right intent.

Task Recipe: Collect Information Before Handoff

Not every task needs to fully resolve a conversation. Some tasks collect preliminary information so your human agents can jump in with full context.

Trigger description: “Customer has a billing issue or payment problem.”

Example phrases: “I was charged twice,” “My payment did not go through,” “There is an error on my invoice,” “I need a refund for a billing mistake.”

Response template: “I understand you are experiencing a billing issue. Could you please provide your order number and the email address associated with your account? I will connect you with our billing team with this information so they can look into it immediately.”

This task gathers the order number and email before transferring to a human agent, saving the agent time on initial data collection. You can further customize how Lyro communicates during these handoffs by adjusting its tone and personality settings.

Building Smart Actions

Actions are where Lyro becomes a true AI agent. Instead of responding with static templates, Actions let Lyro interact with external systems to perform real operations. Navigate to Lyro AI > Tasks and select Actions to access the action builder.

The Visual Action Builder

Tidio provides a no-code visual builder for creating Actions. The builder uses a flowchart-style interface where you define the sequence of steps Lyro should follow. If you have used the Tidio Flows automation builder before, the Action builder will feel familiar.

Step 1: Click “Create Action.” This opens the visual builder with an empty canvas.

Step 2: Name your Action. Give it a descriptive name like “Order Status Lookup” or “Process Return Request.” This name appears in your action list and analytics.

Step 3: Define the trigger. Just like Tasks, Actions start with intent detection. Describe when this Action should activate and provide example customer phrases.

Step 4: Add data collection steps. Before Lyro can call an API, it usually needs to collect information from the customer. Add “Ask Customer” nodes to gather details like order numbers, email addresses, or product names. Each node specifies what to ask and stores the customer’s response in a variable.

Step 5: Add API call nodes. This is where the magic happens. An API call node sends a request to an external service with the data Lyro collected. Configure the endpoint URL, HTTP method (GET, POST, PUT), authentication headers, and request body. Map customer-provided data into the request parameters.

Step 6: Add response mapping. After the API returns data, map the relevant fields to Lyro’s response. If the API returns a JSON object with shipping status, tracking number, and estimated delivery date, you select which fields Lyro should include in its reply to the customer.

Step 7: Add fallback handling. Define what Lyro should do if the API call fails - connection timeout, invalid order number, authentication error. Always include a graceful fallback that either retries, asks the customer to verify their information, or transfers to a human agent.

Connecting to APIs

The API connection interface supports standard REST patterns. Authentication methods include API key headers, bearer tokens, basic authentication, and OAuth 2.0. You can configure any HTTP method (GET, POST, PUT, PATCH, DELETE) with custom headers and JSON request bodies that reference variables from collected customer data. Response handling supports JSON parsing with dot notation for nested fields (e.g., order.shipping.status), status code checking, and configurable timeouts.

Step-by-Step: Building an Order Status Action

Here is a complete walkthrough for building an order status lookup Action that connects to a Shopify store.

Step 1: Create a new Action named “Order Status Lookup.”

Step 2: Set the trigger. Description: “Customer wants to check the status of their order.” Example phrases: “Where is my order?”, “Track my package”, “What is the status of order #12345?”

Step 3: Add a data collection node. Ask the customer: “Could you please provide your order number? It starts with a # and you can find it in your confirmation email.” Store the response in a variable called order_number.

Step 4: Add a second collection node. Ask: “And what email address did you use for this order?” Store in customer_email. This serves as identity verification.

Step 5: Configure the API call. Set the endpoint to your Shopify orders API and map order_number and customer_email into the request parameters.

Step 6: Map the response fields. Extract fulfillment_status, tracking_number, tracking_url, and estimated_delivery from the API response into your customer-facing message template.

Step 7: Add error handling. If the API returns no matching order, Lyro asks the customer to double-check the order number. If the issue persists, it transfers to a human agent with full context.

Ecommerce Action Recipes

These pre-built patterns cover the most common ecommerce support workflows. Adapt them to your specific platform and business rules.

Return and Exchange Initiation

This Action walks customers through starting a return and creates the return record in your system.

Trigger: “Customer wants to return or exchange a product.”

Data collection sequence: Ask for order number, which item to return, the reason (defective, wrong size, changed mind), and whether they prefer a return or exchange.

API call: POST to your returns management endpoint with the collected data. The API creates a return authorization and generates a return shipping label.

Response: Deliver the return authorization number, return shipping instructions, and expected refund timeline. If the order is outside the return window, explain the policy and offer to connect with a human agent for exceptions.

Product Recommendations

Lyro can recommend products based on customer preferences or browsing history when connected to your product catalog. For a complete walkthrough of this workflow, see the dedicated Tidio Lyro product recommendations guide.

Trigger: “Customer asks for product recommendations or help choosing a product.”

Data collection: Ask about their needs, budget, or preferences depending on your product category. A clothing store might ask about occasion and size. A tech store might ask about use case and budget range.

API call: Query your product catalog API with the collected preferences as filter parameters. Return the top 3 to 5 matching products with names, prices, and links.

Response: Present the recommendations with brief descriptions and direct links to product pages. Include a follow-up question like “Would you like more details about any of these, or should I look for something different?”

Abandoned Cart Follow-Up

When integrated with your ecommerce platform, Lyro can proactively address abandoned carts when a returning visitor opens the chat.

Trigger: “Customer returns to the site with items still in their cart.”

API call: Retrieve the customer’s cart contents based on their session or email identification.

Response: “Welcome back! I noticed you still have [items] in your cart. Would you like to complete your purchase, or do you have any questions about those products I can help with?”

This Action works particularly well when combined with a discount code Task - if the customer hesitates, Lyro can offer a small incentive to complete the purchase.

Custom API Workflows

Beyond ecommerce, Actions can connect to virtually any REST API. Common patterns include appointment scheduling (connect to Calendly or Acuity to let customers book directly in chat), account status lookups (pull subscription or billing data from your user management API), and ticket creation in external systems like Jira or Zendesk.

The pattern is the same for each: collect identifying information from the customer, call your API with that data, map the response fields to a readable message, and define fallback behavior for failures. When building account-related Actions, be careful not to expose sensitive information - show only the last four digits of payment cards, for example.

Testing Actions in the Playground

Before activating any Task or Action on live customer conversations, test thoroughly in the Playground. The Tidio Lyro Playground testing guide covers advanced testing strategies in detail. Navigate to Lyro AI > Playground to access the testing environment.

Basic Testing Workflow

Step 1: Open the Playground. The Playground provides a simulated chat interface where you can interact with Lyro exactly as a customer would.

Step 2: Test the happy path first. Send messages that should trigger your Task or Action using the exact phrasing a customer would use. Verify that Lyro recognizes the intent, asks the right follow-up questions, and delivers the correct response.

Step 3: Test with variations. Try different phrasings of the same request. If your order status Action triggers on “Where is my order?” make sure it also triggers on “I want to track my package,” “Check order status,” and “When will my delivery arrive?”

Step 4: Test edge cases. Try invalid order numbers, skipped verification steps, mid-conversation topic switches, and cases where multiple Actions could match the same request. Verify that Lyro handles each gracefully.

Step 5: Test API failure scenarios. Use test data that will not return results to simulate failures. Verify that fallback messages are helpful and that Lyro transfers to a human agent when appropriate rather than looping.

How Do You Monitor Tidio Lyro Action Performance?

After your Tasks and Actions go live, track their performance to identify optimization opportunities.

Key Metrics

Trigger rate: How often each Task or Action activates. High rates confirm you automated a common workflow. Low rates mean the intent matching needs better example phrases or the request is less common than expected.

Completion rate: The percentage of triggered Actions that run to successful completion. If completion is below 70%, investigate common causes: API timeouts, invalid customer input, or missing backend data.

Fallback rate: How often Actions fall back to error handling or human handoff. A high fallback rate means the API connection is unreliable or error handling logic needs refinement.

Customer satisfaction: Compare CSAT scores for Action-handled conversations versus human-handled ones. Well-configured Actions should score comparably.

Common Failures and Fixes

Intent mismatches. Lyro triggers the wrong Action or fails to trigger for a valid request. Fix by adding more example phrases and testing with real customer language from your conversation history.

API timeouts. Set reasonable timeout values (10 to 15 seconds) and configure retry logic. If a particular API is consistently slow, consider caching frequently requested data.

Data validation errors. Add validation steps in your data collection nodes - check that order numbers match the expected format before calling the API.

Stale responses. Review API connections periodically to ensure endpoints and response formats have not changed on the external service’s side.

Advanced Patterns

Once your basic Tasks and Actions are running smoothly, these advanced patterns can improve automation rates and customer experience.

Chaining Actions

A single conversation might require multiple Actions in sequence. A return request, for example, might trigger an order lookup Action first (to verify eligibility) followed by a return initiation Action. Configure chains by setting the output of one Action as input for the next, so the customer does not repeat information.

Combining Actions with Guidance Rules

Guidance rules control Lyro’s behavior and can work in concert with Actions to create more sophisticated workflows. Navigate to Lyro AI > Guidance to configure rules that affect how Actions operate.

Example: Restricting discount delivery. Create a Guidance rule that instructs Lyro to only offer discount codes to customers who mention a specific product category or have expressed purchase intent.

Example: Escalation thresholds. Set a rule that if an Action fails twice for the same customer, Lyro should immediately transfer to a human agent rather than attempting a third time.

Example: Channel-specific Actions. Enable certain Actions only on specific channels. Order tracking might be available on website chat and email, but not on Instagram where the conversation context is different.

Conditional Logic Within Actions

The Action builder supports conditional branching based on API responses. If your order status API returns “shipped,” Lyro provides tracking information. If the status is “processing,” Lyro gives an estimated shipping date. If “cancelled,” Lyro offers different messaging. Build these branches by adding condition nodes after your API call - each checks a response field value and routes the conversation accordingly.

Frequently Asked Questions

What plan do I need for tidio lyro ai tasks actions with API connections?

Simple Tasks are available on any plan that includes Lyro AI. Custom Actions with API connections require the Plus plan (Contact sales) or higher. The Lyro AI agent product page has the latest feature availability per plan tier. The Premium plan includes unlimited conversations and dedicated support for complex Action configurations involving multiple chained API calls.

Can Lyro modify orders directly through tidio lyro ai tasks actions?

Lyro can perform any operation that your API allows. If your ecommerce platform supports order modifications via API (changing shipping address, updating quantities, applying discount codes), you can build Actions for those workflows. Most businesses start with read-only Actions before enabling write operations. Test write Actions extensively in the Playground before going live, since a buggy write Action can corrupt customer records faster than a human agent could ever do.

What happens if an API call fails during a conversation?

Lyro follows the fallback logic you define in the Action builder. Typical fallback patterns include retrying the request once, asking the customer to verify their information, or transferring the conversation to a human agent with full context. The customer always receives a response - Lyro never shows raw error messages or leaves the customer hanging. Always design your fallbacks for the worst case before enabling an Action.

How many Actions can I create?

There is no hard limit on the number of Tasks or Actions you can create. However, having too many overlapping Actions with similar triggers can cause intent confusion where Lyro is unsure which Action to activate. Keep your Action library focused on distinct, non-overlapping customer intents. A well-organized set of 10 to 15 Actions typically covers the majority of automatable support workflows for most ecommerce and SaaS teams.

Can Actions work across channels?

Yes. Actions work on any channel where Lyro is active - website chat, Facebook Messenger, Instagram, WhatsApp, and email. If you serve a global audience, pair cross-channel Actions with Lyro multilingual support for consistent service in multiple languages. The Action logic is the same regardless of channel. You can use Guidance rules to restrict specific Actions to certain channels if the workflow does not make sense everywhere.

How do I troubleshoot an Action that stopped working?

Start by testing in the Playground to isolate whether the issue is intent matching or the API connection. Check your API credentials and endpoint URLs for changes on the external service’s side. Review the Action’s analytics for error rate spikes that correlate with specific dates, which often indicate an API update or endpoint change. Also check whether the upstream service has rotated authentication tokens since you last validated the Action.

The Bottom Line: Tidio Lyro AI Tasks Actions Done Right

Configured well, tidio lyro ai tasks actions remove a meaningful chunk of repetitive work from your support team without the unreliable feel of brittle automations. Start by reviewing the Tidio tool page to confirm your plan tier supports Actions, then build out the simple Task recipes first before tackling API-driven workflows. Pair this with Calendly for appointment booking or Zendesk for ticket creation to extend the agent’s reach.

Related Guides

• Tidio Lyro AI Setup Guide - Initial Lyro configuration before adding Actions
• Tidio Lyro Knowledge Base Guide - Knowledge base context for accurate Action triggering
• Tidio Lyro Playground Testing - Test Actions before enabling on live conversations
• Tidio Lyro Tone Customization - Tune voice for Action handoff messages
• Tidio Lyro Multilingual Guide - Run Actions across multiple languages

Related Reading

• Tidio tool page - Full review with pricing breakdown and feature analysis
• Best AI Chatbot Platforms 2026 - How Tidio compares to other chatbot platforms
• Best Customer Support Software 2026 - Complete roundup of AI-powered support tools

External Resources

• Tidio Lyro AI Chatbot Overview - Official Lyro product page with Actions feature details
• Tidio Help Center - Vendor documentation including Action builder walkthroughs
• Shopify API Documentation - Reference for ecommerce API connections used in order Actions