LiyaSupport
Getting started

Quick start guide

Go from zero to your first AI-drafted reply in under 30 minutes. No engineering required.

5 min read Updated July 2026
Already have a Liya account? Jump straight to Step 2: Connect your first channel.

Overview

LiyaSupport is an AI-native customer support platform. Every inbound ticket is automatically triaged, prioritised, and drafted — your agents review the suggested reply, edit if needed, and send. This guide walks you through the four steps to get your workspace operational.

What you'll accomplish:

  • Create your workspace and invite teammates
  • Connect at least one support channel (email, live chat, or web widget)
  • Upload your first knowledge base content
  • Receive your first AI-drafted reply

Step 1: Create your workspace

1

Sign up

Visit app.liyasupport.com/signup and create an account using your work email address. We recommend using a company email so teammates can join your workspace easily.

On the onboarding flow, you'll be asked for your company name and approximate ticket volume. These configure sensible defaults — you can change them at any time.

2

Name your workspace

Your workspace name appears in the app header and in outbound email signatures. Use your company name or the name of your support team (e.g. "Acme Support" or "Acme Help Desk").

3

Set your timezone and business hours

Navigate to Settings → Generaland set your support team's timezone and working hours. Liya uses these to calculate SLA deadlines accurately and to calibrate urgency detection — a ticket that arrives at 11 PM Friday is treated differently from one at 9 AM Monday.

Step 2: Connect a channel

LiyaSupport consolidates all customer conversations — email, live chat, and web widget — into one inbox. Connect at least one channel to start receiving tickets.

1

Go to Settings → Channels

From your dashboard, navigate to Settings → Channels. You'll see a list of available integrations.

2

Connect email (quickest to set up)

Click Connect Gmail or Connect Outlook. You'll be redirected to a standard OAuth consent screen. Grant Liya read/send permissions on your support inbox (e.g. [email protected]).

Liya only requests permissions for the specific mailbox you authorise. It does not access personal email addresses or other inboxes in your Google Workspace or Microsoft 365 organisation.

Within 60 seconds of authorising, any unread emails in that inbox will appear in your Liya inbox. New emails arriving after that point will sync in real-time.

3

Test with a real message

Send a test email to your connected inbox from a personal address. Within a few seconds you should see it appear as a new conversation in Conversations. Liya will immediately begin analysing it and preparing a draft reply.

Step 3: Add your first knowledge base content

Liya grounds every AI draft in your documentation. The more relevant content you provide, the more accurate and specific the AI replies will be. You don't need a complete knowledge base to start — a few core FAQs are enough.

1

Navigate to Knowledge Base

Go to Knowledge → Add content in the sidebar.

2

Upload or paste your content

You can add content in three ways:

  • Paste text: Copy from Notion, Google Docs, or any plain text source.
  • Upload a file: PDF, Markdown (.md), or plain text (.txt) files up to 10 MB.
  • Add a URL: Enter a public help article URL and Liya will crawl its content.

Start with your top 5–10 most-asked questions and their answers. You can add, edit, and delete articles at any time without restarting the AI.

3

Tag articles with topics

Add topic tags (e.g. "billing", "shipping", "account") to help Liya route knowledge retrieval. Tags are optional but improve accuracy when you have a large knowledge base.

Step 4: Review your first AI draft

Return to Conversations. Open the test message you sent in Step 2. You should now see the AI draft panel on the right side of the conversation view.

  • The draft draws on your knowledge base to suggest a complete reply.
  • Below the draft, you'll see the source article Liya referenced.
  • You can edit the draft inline, use it as-is, or discard it and write your own reply.
  • Click Send to dispatch the reply to the customer.
The draft quality improves significantly after Liya processes your full knowledge base and sees a few real conversations. Give it 24–48 hours with real traffic before tuning confidence thresholds.

What's next?

Now that you're up and running, here are the recommended next steps: