Tidio
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About
Tidio is an all-in-one customer service platform designed to help businesses bridge the gap between automated efficiency and human authenticity. At its core, the software provides a suite of tools including live chat, a ticketing help desk, and agentic AI. The platform's primary goal is to empower ecommerce brands and service providers to scale their support operations without a proportional increase in headcount. It achieves this through two distinct automation paths: rule-based "Flows" that follow pre-defined scripts for tasks like lead generation or cart recovery, and "Lyro," a conversational AI agent that uses natural language processing to understand complex customer intent. The platform operates as a centralized hub, aggregating messages from email, Instagram, Facebook Messenger, and WhatsApp into a single shared inbox. The implementation of Lyro AI is particularly noteworthy as it is powered by Anthropic's Claude model, which is fine-tuned to provide honest and helpful responses grounded specifically in the user's provided knowledge base or website content. This prevents the "hallucinations" often associated with generic AI bots. For technical teams, Tidio offers an API and OpenAPI access on higher tiers, while non-technical users can utilize the visual, no-code drag-and-drop builder to create sophisticated automation sequences in minutes. Tidio is specifically optimized for small to medium-sized businesses, especially those running on Shopify, WordPress, or WooCommerce. Its multi-language capabilities, supporting over 45 languages, make it a strong choice for international brands seeking to offer localized support around the clock. However, potential users should be aware that Tidio has strict usage policies; it cannot be used for industries such as healthcare, legal advice, or financial consulting. This ensures the AI remains within safe, non-critical domains where it can maintain a high resolution rate, which the company claims can reach up to 67% for standard inquiries. What distinguishes Tidio from its competitors is its hybrid structure and commitment to security. The platform allows for seamless handoffs between AI and human agents, ensuring that complex problems always reach a person when necessary. It is also one of the few SMB-focused tools to have completed a SOC 2 Type II examination and adhere to rigorous GDPR and CCPA standards. With a "forever free" plan and standalone pricing for its AI products, Tidio offers a flexible entry point for startups while providing the advanced features—like dedicated success managers and guaranteed resolution rates—required by established enterprise brands.
Pros & Cons
Automates up to 67% of customer support inquiries with the Lyro AI agent.
Supports over 45 languages fluently for localized global customer service.
Certified with SOC 2 Type II security standards for enterprise-grade data protection.
Offers a truly free-forever plan that includes 50 human-handled conversations.
Uses Anthropic's Claude model to ensure responses are grounded in provided facts.
Restricted for use in industries such as healthcare, legal advisory, and financial advice.
Removing Tidio branding from the widget requires an additional monthly fee or a high-tier plan.
Refunds are not provided for any remaining time in a billing cycle after cancellation.
The 50% AI resolution rate guarantee is only available on the Premium plan.
Use Cases
Ecommerce store owners can automate product recommendations and shipping status queries by connecting Tidio directly to Shopify.
Global support managers can deploy AI agents to provide 24/7 localized assistance in 45+ languages without hiring extra staff.
Marketing teams can use the visual builder to create lead generation flows that trigger personalized discounts for returning visitors.
Customer success teams can centralize tickets from email, WhatsApp, and Instagram into one inbox to improve response times.
Platform
Task
Features
• social media integrations
• visual drag-and-drop builder
• shopify native actions
• shared multichannel inbox
• ticketing help desk
• live chat widget
• no-code automation flows
• lyro ai agent
FAQs
What is considered a "Billable conversation" in Tidio?
A billable conversation is any interaction via live chat, ticket, or social media that includes a message from a human agent. Messages handled entirely by automated Flows or the Lyro AI Agent are not counted toward this limit.
Can the Lyro AI Agent handle conversations in multiple languages?
Yes, Lyro natively understands and responds in over 45 languages, including English, Spanish, German, French, and Portuguese. This allows businesses to provide localized support to global customers automatically.
What happens if the AI agent cannot answer a customer's question?
Lyro is configured to explain when it cannot find an answer and will suggest connecting the user to a human operator. This handoff can be customized to create a ticket or transfer the chat directly based on operator availability.
Is Tidio compliant with global data privacy regulations?
Tidio is fully compliant with GDPR, CCPA, and the EU-US Data Privacy Framework. It also holds a SOC 2 Type II certification, ensuring that customer data is encrypted both in transit and at rest using AES-256.
Can I train the AI agent on my own website content?
Yes, you can train Lyro by providing your website URL, uploading a CSV of FAQs, or importing Zendesk articles. The AI uses this specific knowledge base to generate truthful answers and avoid irrelevant information.
Pricing Plans
Starter
USD24.17 / per month• 100 Billable conversations
• 50 Lyro AI conversations (one-off)
• Live visitors list
• Operating hours
• Basic analytics
• 10 Seats
• All Free plan features
Growth
USD49.17 / per month• From 250 Billable conversations
• Advanced analytics
• User permissions
• Automatic chat assignment
• Live typing
• Viewed pages history
• Macros
Plus
USD749.00 / per month• Custom Billable conversations
• Dedicated Success Manager
• Multiproject support
• Custom branding
• OpenAPI
• Ticketing automations
• Priority live chat support
Free
Free Plan• 50 Billable conversations
• 100 Flows visitors reached
• 10 Seats
• Live chat & Ticketing
• Tidio AI reply assistant
• Social media integrations
• Desktop & Mobile apps
Job Opportunities
SEO & GEO Content Writer (AI, B2B SaaS)
Scale customer service and automate 67% of support workload with an AI agent that speaks 45+ languages, integrated with live chat and major ecommerce platforms.
Benefits:
Buddy support
Individual Onboarding Roadmap
Remote-first work
Coworking space access
Poland office access (Warsaw/Szczecin)
Other Requirements:
Ownership mindset
Ability to adapt to changes
Data-driven approach
Authorized to work in EU member or candidate countries
Show more details
Content & Demand Generation Manager (B2B SaaS)
Scale customer service and automate 67% of support workload with an AI agent that speaks 45+ languages, integrated with live chat and major ecommerce platforms.
Benefits:
Buddy support
Individual Onboarding Roadmap
Remote-first work
Coworking space access
Poland office access (Warsaw/Szczecin)
Other Requirements:
Ownership mindset
Ability to adapt to changes
Data-driven approach
Authorized to work in EU member or candidate countries
Show more details
GTM - Enterprise
Scale customer service and automate 67% of support workload with an AI agent that speaks 45+ languages, integrated with live chat and major ecommerce platforms.
Benefits:
Buddy support
Individual Onboarding Roadmap
Remote-first work
Coworking space access
Poland office access (Warsaw/Szczecin)
Other Requirements:
Ownership mindset
Ability to adapt to changes
Data-driven approach
Americas hiring considered for Sales/CS departments
Show more details
Ratings & Reviews
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