Tidio

Tidio is the live chat, AI chatbot, and customer support platform built for SMBs and ecommerce brands, combining human-agent live chat, Lyro AI Agent for autonomous resolution, and Flows for no-code sales and marketing automation in a single platform used by 300,000+ businesses globally. The product has grown into one of the most widely adopted AI customer service platforms in the SMB ecommerce category, with particular strength on Shopify, WooCommerce, and BigCommerce storefronts where fast setup and native order context matter more than enterprise compliance depth. Pricing is tiered and mostly public with both monthly and annual billing; only the Premium tier is quote-only. Free covers 50 billable conversations per month, 10 seats, live chat and ticketing, and 50 one-time Lyro AI conversations for evaluation. Starter at $29/month (or $24.17/month billed annually) covers 100 billable conversations, live visitors list, operating hours, and basic analytics. Growth from $59/month (or $49.17/month annually) adds advanced analytics, user permissions, automatic chat assignment, live typing preview, and macros, scaling from 250 to 2,000 billable conversations. Plus at $300/month (base, plus usage-based billing for AI and human conversations) adds custom conversation limits, departments, multiproject management, custom branding, ticketing automations, live chat support, and a dedicated Success Manager. Premium is contact-for-pricing and includes a guaranteed 50% Lyro AI resolution rate and pay-per-resolution billing. Lyro AI Agent resolves up to 67% of common customer questions autonomously using your knowledge base, FAQ scraper, and website content without requiring manual conversation flow design. Unlike Flows, which follow pre-defined rules and scripts, Lyro uses natural language processing to understand intent and generate personalized responses from your support content. Each Lyro conversation counts as one regardless of how many messages are exchanged. The first 50 Lyro conversations are free for life on all plans. Additional Lyro volume is purchased as a standalone add-on: from $39/month (or $32.50/month annually) for 50 conversations per month, scaling up to 1,000. Lyro is also available as a standalone product that integrates with Zendesk, Salesforce, or any external helpdesk via API, expanding its addressable market beyond native Tidio platform users. Integration depth spans the ecommerce stack: native Shopify actions allow Lyro to check order status, process refunds, and update order details autonomously without requiring Shopify admin access from the customer. WooCommerce, BigCommerce, Magento, and Prestashop are also natively supported. Messaging channels include WhatsApp, Instagram, Facebook Messenger, and email. Third-party integrations cover Salesforce, Zendesk, HubSpot, Klaviyo, Zapier, and 100+ additional apps. Named integration gaps: no native Gorgias integration for ecommerce teams already running that helpdesk, and no voice channel support, which limits Tidio for brands running mixed chat-and-phone support operations. Tidio is not the right fit for mid-market or enterprise support teams needing advanced reporting, omnichannel voice, or complex escalation workflows. Intercom (from $29/mo billed annually plus $0.99 per resolution) offers deeper team inbox features for higher-volume SaaS operations. Gorgias (from $10/mo based on ticket volume) provides better ecommerce AI resolution for Shopify merchants with high order-related query volume and lower per-resolution cost at scale. Enterprise teams requiring HIPAA compliance or FedRAMP certification will find Tidio's compliance posture insufficient. Q3 2026 state: SOC 2 Type II, GDPR, and CCPA certifications confirmed active. Lyro AI Agent is now available as a standalone product integrating with Zendesk and Salesforce. The December 2024 billing controversy, where Tidio doubled customer bills without adequate notice, persists in G2 reviews through 2026 and remains a relevant procurement consideration for teams evaluating long-term platform risk.