Tidio combines live chat, a ticketing help desk, no-code Flows and the Lyro AI agent so small support teams can answer customers on the web, email and social channels, paying per conversation rather than per seat.
Used this tool? Rate it
Used this tool? Rate it
Tidio is a customer service platform that puts live chat, a ticketing help desk, rule-based Flows and an AI agent called Lyro into one workspace. It is sold as three core products that can be bought on their own or bundled: Lyro AI Agent, Customer Service and Flows.
Among live chat software, Tidio's main structural difference is how it charges. Plans are metered by conversations rather than seats, and conversations answered by Lyro are counted separately from conversations handled by people.
The privacy policy names two joint controllers of personal data: Tidio LLC, registered in San Francisco, and Tidio Poland Sp. z o.o., registered in Szczecin. Tidio was co-founded in 2013 by Tytus Gołas and Marcin Wiktor, and independent tech reporting in May 2022 covered a $25 million Series B led by PeakSpan Capital that brought total funding to $26.8 million.
On the AI side, Tidio says Lyro runs on Claude from Anthropic together with its own in-house models. The company states that more than 300,000 businesses run on Tidio; that number is self-reported.
The Lyro AI agent answers from knowledge the business supplies rather than from open web data. Content can come from website URLs, manually written question-and-answer pairs, CSV or PDF files, an imported Zendesk help center, or synchronized webstore products. Website scanning has a ceiling: the Scan priority pages option covers up to 100 pages.
Resolution rates are vendor claims, and Tidio's own pages do not agree on them. The homepage says Lyro resolves 67% of conversations instantly. The Lyro help article instead says it can handle up to 70% of common customer questions. Neither figure comes from an independent measurement, and both depend on how complete the supplied knowledge is.
Flows are no-code automations built on a drag-and-drop canvas, starting from 40+ ecommerce templates. They follow pre-designed conversational paths, whereas Lyro uses AI and natural language processing to interpret free-form questions. Tidio positions Flows for proactive triggers and converting visitors, and Lyro for open-ended support questions; both can run on the same site at the same time.
Setting up Lyro on a Tidio project follows a short sequence in the help documentation:
Most of Tidio's AI customer service examples are built around online stores, with a smaller set for bookings and inbound email.
These examples share one dependency: Lyro only performs well on topics its data sources cover, so stores with a structured catalog and written policies get more from it than businesses whose answers live in people's heads.
Independent reporting described Tidio's aim as scaling customer service even at small companies without dedicated support staff, and the plan limits follow that profile.
Tidio is a weaker fit for buyers who expect phone support or a sales-led demo before committing, and for organizations whose volume regularly exceeds the 2,000 billable conversations a month that self-serve plans allow.
Store listings give a mixed picture as captured on October 6, 2026. The iOS app is free and rated 17+, with an average of 4.76 from 4,769 ratings. The Android app shows 3.5 stars from 2.87K reviews and 500K+ downloads. The WordPress plugin reports 70,000+ active installations. The Shopify app listing shows a 4.8 rating from 1,350 reviews. These scores rate different products, mobile inbox apps versus a store integration, so averaging them would mix different audiences.
Tidio pricing is built on three meters: billable conversations handled by people, Lyro conversations, and visitors reached by Flows. The pricing page opens on annual billing, which gives two months free; Tidio says annual billing costs about 17% less than paying month to month.
| Plan | Price with annual billing | Human conversations | Notable inclusions |
|---|---|---|---|
| Free | $0/mo | 50 per month | 50 lifetime Lyro conversations, 100 Flows visitors |
| Starter | $24.17/mo | 100 per month | 50 one-off Lyro conversations, 100 Flows visitors |
| Growth | from $49.17/mo | 250 to 2,000 per month | Advanced analytics, permissions, macros |
| Plus | from $300/mo plus usage | Custom | Separate AI and human usage rates, custom seats |
| Premium | Contact sales | Custom | From 3,000 Lyro conversations, pay-per-resolution |
Starter's 50 Lyro conversations are a one-off allowance rather than a monthly quota. Self-serve billable conversation quotas top out at 2,000 a month; beyond that, Plus and Premium use custom quotas. Plus bills AI and human conversations separately at lower rates as volume grows. Premium adds a guaranteed 50% Lyro resolution rate alongside pay-per-resolution billing.
With monthly billing the entry price is higher, and the homepage lists paid plans from $29/mo. The Shopify app listing shows the monthly side of a similar structure: Customer Service at $29 per month or $290 per year, with 100 conversations for $29 and 250 to 1,000 conversations for $59. Its Lyro plan is $39 per month or $390 per year for up to 200 Lyro conversations. Quotas on that listing differ from the main pricing page, so the two channels are not identical offers.
A billable conversation needs a message from a human agent; replies from Flows and Lyro are not counted as agent replies. A Lyro conversation is counted once even if Lyro replies many times or the customer leaves and returns later. The 7-day free trial unlocks paid features without a credit card, and the account drops to the Free plan afterwards unless it is upgraded. Plan changes take effect at the start of the next billing cycle, so premium features stay until the current cycle ends.
Independent software comparison listings most often place Tidio next to Intercom, LiveChat, HubSpot's live chat and Manychat. Review-platform visitors also look at Gorgias, Zendesk and Crisp.
The clearest contrast is the billing model. Intercom bundles its Fin AI Agent with per-seat plans and charges from $0.99 per Fin outcome, so cost rises with both team size and AI resolutions. Tidio's self-serve plans include up to 10 seats and meter conversations instead, which tends to favor small teams with several part-time agents.
Teams that want to keep an existing help desk do not have to switch platforms to use Lyro. Tidio offers a separate path for adding an AI agent to Zendesk, Salesforce or other help desk software.
The default-on upgrade sits uneasily next to the homepage line about "no surprise upgrades"; both statements are Tidio's own.
Tidio's AI terms state that output may be inaccurate or incomplete and that the customer must verify it before relying on it. Heavy AI usage can be slowed down: if usage exceeds the 95th percentile across all customers for two consecutive days, Tidio may queue or throttle further requests.
The same terms require customers to tell end users that they are interacting with AI. A Lyro FAQ page, however, says businesses have full control over whether to disclose that customers are speaking with an AI assistant. The two official pages conflict on this point.
User sentiment varies by channel. A third-party review platform showed a 3.6 company score from 226 reviews as captured on October 6, 2026, well below the 4.8 on the Shopify listing; the lower sample includes complaints about billing and reaching human support, but individual reviews are anecdotes rather than measured rates.
Tidio's AI terms say input and output are not used to train foundation models exposed to other customers, except in irreversibly aggregated form, and customers can opt out of improvement training through support. Third-party AI providers that process this data are contractually prohibited from training their own foundation models on it. Tidio may still use aggregated, anonymised interaction data to tune model performance.
On security, Tidio says it has completed a SOC 2 examination. It also states that data is encrypted at rest. Operators can delete all stored data about a visitor from the Contacts section, which supports erasure requests from website visitors.
Yes. The Free plan costs $0 and covers 50 billable conversations a month, up to 10 agents, Flows that reach 100 unique visitors and 50 lifetime Lyro conversations. Paid features can be tried for 7 days without a credit card.
Tidio says Lyro uses Claude from Anthropic together with its own in-house models.
Its AI terms say inputs and outputs are not used to train foundation models exposed to other customers except in irreversibly aggregated form. Aggregated, anonymised data may still tune model performance, and opting out of improvement training goes through support.
On the main pricing page with annual billing, the Lyro add-on starts at $32.50/mo for 50 conversations. The Shopify listing shows $39 per month for its Lyro plan. The first 50 Lyro conversations are free for life.
On standard monthly plans, yes: once 95% of a quota is used the package moves to the next tier unless auto-upgrade has been turned off. Annual, Plus and free plans are excluded.
