Joy and Tidio
Export your loyalty program FAQs as a CSV file and add them to Lyro, Tidio's AI agent, so it answers loyalty questions with your program's real rules.
This integration is available on all plans.
Overview
Customers ask your chat the same loyalty questions again and again: how to earn points, when points expire, how referrals work. Lyro, Tidio's AI agent, answers from the knowledge you give it. If that knowledge does not cover your loyalty program, Lyro cannot answer, or it answers without your program's details.
The Joy integration exports your loyalty program FAQs as a CSV file in the question-and-answer format Lyro imports. Upload the file to Lyro once, and it answers loyalty questions using the same FAQs your customers see on your loyalty page.
There is nothing to connect: no account link and no API key. You export a file from Joy and upload it to Tidio.
Before you start, make sure you have:
- The Tidio app (opens in a new tab) installed on your store, with Lyro set up in your Tidio account.
- At least one FAQ in your Loyalty Program FAQs list in Joy.
What the file contains
The CSV file has two columns, Question and Answer, with one row for each FAQ in your Loyalty Program FAQs list, in the same order as the list.
The file includes every FAQ in your list, including FAQs you hid from your loyalty page. Remove any rows you do not want Lyro to use before you upload the file.
How to add your loyalty FAQs to Tidio
Check your FAQs in Joy
Open your Loyalty Program FAQs list and make sure it covers what customers ask most. To start from your current program settings, use Generate FAQs, then edit the answers to match your brand.
Export the CSV file
In Joy, go to Integrations and open Tidio. Under FAQs Export, click Export FAQs as CSV. Joy opens the file in a new browser tab. Save it to your computer.
Review the file
Open the file in a spreadsheet app. Read each answer on its own, the way Lyro will use it in a chat, and edit anything that only makes sense next to your loyalty page. Save the file as CSV.
Open Lyro's knowledge in Tidio
In Tidio, go to Lyro AI Agent → Knowledge → Data sources and click Add knowledge.
Upload the CSV file
Choose the CSV import option and drop in the file you exported from Joy. If a question already exists in Lyro's knowledge, Tidio asks whether to replace the old answer or skip the new one.
For Tidio's full import rules, see How to import knowledge from your existing system into Lyro (opens in a new tab).
Test an answer
Ask Lyro a loyalty question, such as "How do I earn points?", and check that the answer matches your program.
Keep Lyro up to date
Lyro does not see changes you make in Joy after the upload. When you change your program, for example by adding an earning rule or changing when points expire, update your FAQs in Joy, export the file again, and upload it to Lyro. Choose to replace duplicates so Lyro uses the new answers.
FAQ
Q: I clicked Export FAQs as CSV and no file opened.
A: Check that your Loyalty Program FAQs list has at least one FAQ. If it does, your browser may have blocked the new tab. Allow pop-ups for the Joy app and click the button again.
Q: Will Lyro update when I edit my FAQs in Joy?
A: No. Export the file again and upload it to Lyro each time you change your FAQs.