Tidio (Lyro AI)
6.5/10Tidio is a customer service platform that combines live chat, a help desk, no-code Flows automation, and the Lyro AI agent, aimed at small and mid-sized ecommerce businesses.
Data last updated November 2026 · Our methodology
Overview
Tidio is a customer service suite from a company founded in Szczecin, Poland, in 2013. It brings live chat, email, Messenger, Instagram, and WhatsApp into one inbox. Lyro is its generative AI agent. It answers customers from website pages, FAQs, manually entered Q&As, CSV and PDF files, and Zendesk articles, and it works in 12 languages. Through Smart Actions and MCP connections, Lyro can also call your APIs to check orders, start returns, or book meetings. Flows is a separate visual builder for scripted automations such as lead capture. Tidio fits Shopify, WooCommerce, and WordPress stores best: its Shopify integration lets agents send product cards and lets Lyro recommend products. Pricing runs on three meters: billable conversations, Lyro conversations, and Flows visitors. The Free plan includes 50 conversations. On annual billing, Starter costs $24.17 a month and Growth starts at $49.17 a month. Plus starts at $300 a month plus usage, and Premium is quote-based and adds SSO, pay-per-resolution Lyro billing, and a guaranteed resolution rate. Lyro costs extra, from $32.50 a month for 50+ conversations, and so does Flows. Integrations include HubSpot, Salesforce, Klaviyo, Mailchimp, Zapier, and Zendesk, and there is an OpenAPI on Plus. The main drawback is cost predictability. Usage meters and paid add-ons push real bills well above the headline price, and billing and price increases are the most common complaints on G2 and Trustpilot.
Our Rating
AI Software6.6/10
Marketing6.5/10
Who Tidio (Lyro AI) is best for
Good fit
It offers a live chat and help desk inbox with the Lyro AI agent and Flows automation.
It integrates deeply with Shopify through product cards and recommendations, and Lyro can check orders and start returns.
The free plan, low entry prices, and easy setup are aimed at small online stores.
The free tier and 7-day trials let early teams start with no upfront cost.
Less suited
The Plus tier adds departments and custom limits, but usage-based costs climb quickly.
SSO and compliance features exist only on the custom-priced Premium plan.
Flows handles lead capture, and it integrates with Klaviyo and HubSpot.
Flows and Lyro Actions can capture leads and book meetings, but the product is built for support.
Smart Actions and MCP let Lyro call your own APIs.
Pros & Cons
Pros
- The free plan and 7-day trials need no credit card, so small stores can test Lyro on real traffic.
- The Shopify integration lets agents send product cards and lets Lyro recommend items from the store's inventory.
- Lyro learns from website URLs, PDFs, CSVs, and Zendesk articles and answers in 12 languages.
- Smart Actions and MCP support let Lyro check orders or start returns through your own APIs.
Cons
- Three usage meters plus paid add-ons make monthly bills hard to predict.
- Users on Trustpilot report billing problems, including auto-upgrades and difficulty getting refunds.
- According to reviewers, Lyro can get stuck on complex questions that its sources do not cover.
- SSO and Lyro Connect for existing help desks are available only on the top tiers.
Key Features
Tidio (Lyro AI) Pricing
Free
- 10 seats
- Basic analytics
- 100 Flows visitors
- 50 billable conversations
- 50 lifetime Lyro conversations
- Live chat, ticketing, email, and Copilot
Starter
or $290/year (save 17%)
- 10 seats
- Satisfaction surveys
- 100 billable conversations
- 50 one-off Lyro conversations
- Live visitors list and operating hours
Growth
or $590/year (save 17%)
- Advanced analytics
- Macros and ticketing automations
- User permissions and auto assignment
- From 250 up to 2,000 billable conversations
Plus
- OpenAPI
- Custom branding
- Custom limits and seats
- From $300/mo plus usage
- Dedicated success manager
- Departments and multiproject
Premium
- Custom analytics
- SSO and super admin
- Dedicated services team
- 3,000+ Lyro conversations
- Pay-per-resolution billing
- Guaranteed 50% Lyro resolution rate
Frequently Asked Questions
Yes. Paid plans have a 7-day free trial with no credit card required, after which the account drops to the Free plan unless you upgrade.
Only in a limited way. Free and Starter include 50 one-off Lyro conversations. Beyond that, Lyro is a paid add-on starting at $32.50 a month.
Website content, FAQ pages, manually entered Q&As, CSV and PDF files, and Zendesk articles.
SSO is listed only on the custom-priced Premium plan.
Yes. Tidio offers an OpenAPI, listed as a Plus-plan feature, and an Analytics API that is available over MCP.
Subscriptions auto-renew, and plan changes take effect at the start of the next billing cycle.
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