Set up Qyra on an inbox

Open the Inbox's settings, then Automation, and choose Qyra AI to control what Qyra may use, do and sound like here. The connected customer channel brings messages into this Inbox; Qyra is the assistant that handles them.

Assistant identity

The Inbox shows the AI assistant name from your workspace Brand profile. Change it there once and every customer Inbox uses the same name. Leave it blank and customers see the business name with AI Assistant.

These names have different jobs:

• Inbox name helps your team identify the Inbox. It is not the business name or the AI assistant name.
• Brand name is the business identity customers see.
• AI assistant name is the optional name customers see for the assistant.

The Inbox imports both customer-facing names from Brand profile; it does not create its own.

What Qyra can use

• Catalog — find, explain and recommend the published items chosen for this inbox.
• Knowledge — answer from the published knowledge areas chosen for this inbox.

What Qyra can do

• Book appointments — lets Qyra book here.
• Take orders — create an order after the customer confirms it.
• Start applications — open an application for a Catalog item that accepts them.
• Share invoices — send a payment link for that customer's invoice.
• Share documents — send a link only that customer can open.

Turn on only what this Inbox should use or do. Catalog does not let Qyra place an order unless Take orders is also on.

Anything above your plan stays visible and names the plan it needs. Invoice and document sharing need Growth; the other settings need Starter.

What it can read

Inbox knowledge picks the knowledge areas Qyra may answer from here.

Select every published area this Inbox may use. The same area can serve several Inboxes, and an Inbox can use several areas. Leave everything unselected and Qyra receives no general knowledge here; it does not fall back to all published workspace knowledge.

Draft knowledge areas are listed but can't be assigned. Add sources and publish one first.

Inbox knowledge is for choosing areas, with separate Knowledge and FAQs tabs. Use Save selection to keep your choices. To add, edit or publish an area, open Knowledge Sources separately. If your role has no Knowledge Base access, ask a workspace owner or admin.

How it should sound

Reply style is on by default as Use workspace default. Turn that off to set this inbox's own voice on three axes:

Tone

• Professional — clear, warm, short, helpful.
• Friendly — warm, empathetic, conversational.
• Firm — clear and professional, and plain about your business rules.

Verbosity

• Concise — one or two sentences unless steps need more.
• Standard — enough to be clear, no more.
• Detailed — thorough, with context and examples.

Strictness

• Flexible — reasonable flexibility within your written rules.
• Strict — no exceptions or workarounds outside your written rules.

Neither setting lets Qyra grant unauthorised exceptions or change payment, booking, access or permission rules. Those rules still apply to every action. Use Strict when replies should not suggest flexibility outside your written policy.

Booking, if Qyra books

Turning on Book appointments adds Booking setup, where you add the Catalog services this Inbox books. Times come from business hours and each service's Booking settings. A bookable staff member or room is a booking resource; it does not create a workspace login for that person.

Qyra can handle a booking in a connected Web Chat, WhatsApp, Instagram or Facebook conversation when the Inbox permits it and the service is bookable. You do not need to build a Bot for Qyra to do this. A Bot's Book Appointment step, your public Catalog's Book button and a WhatsApp booking form are separate ways into booking. The Inbox switch controls Qyra's permission here. See What makes an item bookable.

Copying it to another inbox

Under Reply style, Import from another inbox copies that Inbox's tone, verbosity and strictness. It does not copy Knowledge selections or capability switches. Admins only.

When Qyra doesn't answer as expected

• Qyra isn't the selected handler: check Automation and the conversation's Human only setting. Assigning a teammate and choosing the answering mode are separate actions.
• An answer or action isn't allowed here: check the chosen Knowledge areas, published Catalog action and relevant capability. Reply style cannot enable a disabled action or make a customer eligible.
• A reply or action could not complete: inspect the conversation and any saved booking, order or payment before repeating it. Ask your team to investigate an uncertain outcome rather than promising it completed.

After saving, reopen these settings and test an ordinary customer question through the intended connected channel. If Qyra takes an action, also check its saved result; a useful reply alone does not prove the booking or order was created. See Decide who handles a conversation.

Related

• Set up an inbox
• Decide who handles a conversation
• What Qyra can do
• Organize Qyra knowledge areas
• Where Qyra gets its knowledge
• Set when customers can book
• Choose when Qyra answers customers