Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Table of Contents
- What is Tidio AI (Lyro)?
- How easy is it to set up Tidio AI?
- What channels does Tidio AI work in?
- What are the limitations of Tidio AI?
- What knowledge sources can I train Tidio AI on?
- What features does Tidio AI have?
- How do I improve Tidio AI responses?
- What resolution rate can I expect from Tidio AI?
- What AI model does Tidio AI use?
- What languages does Tidio AI work in?
- How secure is Tidio AI?
- Who is using Tidio AI?
- How much does Tidio AI cost?
- Tidio Customer Service plans
- Lyro AI Agent (billed separately)
- Flows (billed separately again)
- Does Tidio AI have a free trial?
- Is Tidio AI worth it?
- What are the Pros and Cons of Tidio AI (Lyro)?
- FAQs
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Tidio's Lyro runs on Claude and is sold on a headline 67% resolution rate. Most stores land 40-60%, and three separate billing meters can push a $29 plan past $200/mo. Here's what that means before you commit.
If you've landed here, you're weighing up whether Tidio's AI is the right call for your store. I'll give you the real picture rather than the marketing one.
That 67% headline is the easy part. The harder questions are how Tidio defines it, how the three separate billing meters stack up, and (the bit nobody mentions) what happens to all your AI training work the day you outgrow the platform.
If you sell on Shopify and you already run Tidio's live chat, someone has probably told you to "turn on the AI" this quarter. Maybe you tried the free 50 Lyro conversations and they ran out faster than you expected (they're a one-time lifetime allowance). Or maybe you're staring at the pricing page wondering why a "$29" plan turns into a number three times that once you add the parts you actually want.
I see three versions of the person reading this:
- You already use Tidio live chat and you're deciding whether to switch Lyro on.
- You burned through the free 50 Lyro conversations and you're weighing the paid add-on.
- You're trying to model the real monthly cost and the three pricing sliders aren't making it obvious.
Either way, I've got you. This guide covers what Tidio AI (Lyro) actually is, how it works, where it fits, what it really costs, what resolution rate to expect, and how to roll it out without a surprise bill.
What is Tidio AI (Lyro)?
TL;DR: Tidio's AI is Lyro, a Claude-powered customer service agent built for SMB ecommerce. It's one of three separable Tidio products: Lyro, Customer Service, and Flows.
Tidio's AI product is Lyro, a conversational AI customer service agent aimed squarely at small and mid-sized ecommerce. Tidio markets it as "the AI agent customers want to talk to" and leads with the claim that it "solves up to 67% of customer problems in seconds".
It helps to know that Tidio sells three separate products you can buy alone or bundle. The pricing page FAQ is clear on this: each of the three core products "can be purchased individually or as part of a bundled plan in any configuration." Those three are Lyro (the AI agent), Customer Service (live chat, ticketing and email) and Flows (a no-code automation builder). Lyro is the one people mean when they say "Tidio AI".
A couple of other AI features sit alongside Lyro and get confused with it. Tidio Copilot is a free Chrome extension that suggests replies to your agents, and the AI Reply Assistant polishes agent-written messages. Both run on GPT-4, and neither is Lyro (Lyro is the agent that talks to your customers; the other two help your team).
The target customer is unambiguous. Tidio calls itself the "#1 AI agent for SMBs" and claims 300,000+ businesses across all its products, heavily weighted toward Shopify stores. The Lyro brand is even spinning out as its own standalone site, though Tidio's main product pages are still the canonical home.
On the social-proof side, the reviews back up the appeal for a lean team:
G2: Tidio scores 4.6/5 from 1,906 reviews on G2. "Tidio is very easy to operate… the best part is it trains automatically. Its Lyro AI handles most of support itself." via a G2 reviewer.
My AskAI takes the opposite approach: rather than a helpdesk with AI bolted on, it's an AI agent that drops into the helpdesk you already run, so you keep your existing setup. See how it works.
How easy is it to set up Tidio AI?
TL;DR: The widget goes live in about 10 minutes, but a Lyro that answers well takes hours-to-weeks of knowledge-base work. Smart Actions need a developer.
Tidio claims Lyro can be live "in just 10 minutes", and the widget genuinely can be (that gap between "live" and "answering well" is where the real work hides). The quick-setup flow has four steps: add your data sources, test Lyro in the Playground, configure handoff and channels, then flip it live.
Most installs are no-code. Shopify stores add Lyro through the Shopify app, WordPress sites use the official plugin, and everyone else pastes a single JavaScript snippet. The exception is Lyro Smart Actions (the bits that connect Lyro to your APIs for order lookups and refunds), which Tidio's own Actions docs say are "meant for advanced users or developers."
The Playground is a genuinely useful touch: a sandbox where you can test Lyro on chat and email before going live, and add a Q&A pair on the spot whenever it gets one wrong. Every account also gets 50 free Lyro conversations to prove the thing out before paying.
Where the "10 minutes" claim gets optimistic is the gap between "the widget is live" and "the AI answers well." Secureframe's support team reported that onboarding took about two weeks, "mostly just trying to anticipate what kind of data I need." The widget is up in minutes; a Lyro that resolves real tickets takes hours-to-weeks of knowledge-base work.
With My AskAI, setup runs on the helpdesk you already have: connect it, point it at your help center, and it can be replying within minutes to hours.
What channels does Tidio AI work in?
TL;DR: Lyro covers web chat, email, Messenger, Instagram and WhatsApp, with no voice or phone. Replying inside Zendesk or Intercom (Lyro Connect) is gated to Plus and Premium at $0.50 a conversation.
Per Tidio's Lyro architecture doc, Lyro replies on five conversational channels: the web chat widget, email and tickets, Facebook Messenger, Instagram, and WhatsApp. Each can be toggled on or off in Lyro's Configure → General tab.
On the systems side, Tidio claims "120+ tools to integrate" across its integrations page, including Shopify, WooCommerce, Zendesk, Intercom, Salesforce, HubSpot, Klaviyo, Zapier and a published OpenAPI. It's worth separating where Lyro talks to customers (chat, email, social) from the systems it reads and writes to (the helpdesk and CRM integrations).
One feature to watch is Lyro Connect, which lets Lyro reply inside Zendesk, Intercom or Salesforce as an embedded agent. That's gated to the Plus and Premium plans and billed from $0.50 per conversation on top of your plan, per Tidio's pricing page.
The most important channel gap is voice. Lyro doesn't do phone or voice support, and Tidio's own blog confirms "no voice support or outbound automation." There's also a regional wrinkle: WhatsApp Lyro coverage is patchy, and a Capterra reviewer in Mexico flagged the missing Lyro on WhatsApp as a serious problem, since most of their customers use WhatsApp over the website widget.
My AskAI works natively inside Zendesk, Intercom, Freshdesk, Gorgias and HubSpot, and answers whatever channels those helpdesks route to it, social conversations included.
What are the limitations of Tidio AI?
TL;DR: The big four limits are a 10-seat cap that forces a jump to $749/mo Plus, three separate billing meters, a 95% auto-upgrade with no email warning, and a 60-page knowledge crawl with PDFs locked to the Plus plan.
This is the section to read closely, because most of Lyro's limits are structural rather than quality issues.
The first is the seat wall. Every self-serve plan (Free, Starter and Growth) caps you at 10 agent seats. The eleventh seat forces a jump to Plus at a $749/mo minimum, which Chatarmin calls "the $749 wall".
Premium, the only true enterprise tier, starts around $2,999/mo and is gated behind a sales call. Lyro is built for small teams; cross 10 agents and the price step becomes a cliff rather than a ramp.
The second is the billing model itself. Tidio runs three separate metered pools (billable human conversations, Lyro AI conversations, and Flows visitors reached), each capped and charged independently.
The free plan's 50 Lyro conversations are lifetime rather than monthly, so once they're gone, Lyro stops replying. A "Lyro conversation" is the first AI reply in a thread, and 15 minutes of silence followed by a new message starts a fresh one (so one drawn-out chat can burn through several).
The third is the auto-upgrade. Tidio bumps you to a higher tier automatically at 95% of your quota, with only an in-app banner and no email warning (this is the setting I'd watch most closely). This has caught real customers out:
"Unfortunately in December of 2024 Tidio changed their pricing structure and our bill doubled from $32 a month to $64 a month." — Capterra reviewer
"Tidio has a feature that upgrades your package automatically… However, it doesn't downgrade automatically after that. Extreme seasonality is a known fact in E-Commerce, so it's undeniably bad intent." — Shopify App Store reviewer, April 2026
The fourth is knowledge. Lyro's website crawler is capped at 60 pages, the total URL cap is 500, and CSV imports max out at 10,000 entries.
PDF and other file uploads are gated to the Plus plan. And Lyro can only answer what's been written down (if an answer isn't in your knowledge base, it can't infer it from your past conversations).
There's a bigger picture the pricing page won't tell you. A cheap all-in-one is a sensible starting point for a small store that doesn't already run a helpdesk. But as you mature, you tend to want a richer helpdesk, and because Lyro is bundled into Tidio's own platform, the day you migrate is the day you lose all the AI training work you put in.
We built My AskAI the other way around: the AI layers on whichever helpdesk you run and moves with you when you switch, on a flat per-ticket price of around $0.10 a ticket, with no separate meters, no seat wall, and no auto-upgrade surprise.
What knowledge sources can I train Tidio AI on?
TL;DR: Lyro trains on help-center articles, scraped URLs (60-page crawl, 500-URL cap), Q&A pairs and CSVs up to 10,000 rows. PDFs are Plus-only, and Lyro answers only what's documented.
Lyro learns from a defined set of sources, all listed in Tidio's data-sources doc: help-center and FAQ articles, scraped website URLs (within the 60-page crawl and 500-URL caps), manually written Q&A pairs, and CSV imports up to 10,000 entries. PDF and file uploads are restricted to the Plus plan.
Tidio recently added a "Pre-filled Suggestions" feature that auto-extracts Q&A pairs from solved chats, but it's off by default and needs manual review before anything goes live. The constraint to plan around is that Lyro answers what's documented and not much beyond it.
No tidy help center yet? My AskAI can train on your historic resolved tickets to generate starter knowledge from scratch, so a team with no docs can still get an agent live.
What features does Tidio AI have?
TL;DR: Lyro has three layers: the agent itself (with Guidance, Playground and Analytics), Flows for no-code automation, and Copilot plus the Reply Assistant for GPT-4 agent-assist.
Lyro's feature set splits into three layers.
The first is the agent itself, with two controls worth knowing. Lyro Guidance is the persona and rules layer (communication style, handoff and escalation rules, and custom directions), and it can be targeted at different audiences.
Free, Starter and Growth get five guidances; Plus offers up to ten; Premium more. Lyro Analytics gives you a dashboard of resolution rate, satisfaction, intent breakdowns, transfer rate and an unanswered-question queue, split by channel.
The second layer is Flows, a visual no-code builder with 40+ ecommerce templates and a Tidio claim of "increase conversions by 26%". One gotcha worth flagging: enabling Lyro disables any "Visitor says" Flows you've built, so the two automation models don't fully co-exist.
The third layer is agent-assist: Tidio Copilot (the free Chrome extension, with Advanced Copilot reserved for Premium) and the GPT-4 AI Reply Assistant. These help your human agents rather than talk to customers.
A lot of the more advanced Lyro capability is tier-gated. Product Recommendations need Growth or above; Lyro Connect, a custom Lyro name, 100MB file uploads and up to 10 Actions need Plus; and pay-per-resolution billing, the 50% resolution guarantee, AI insights and Advanced Copilot are Premium-only.
My AskAI covers the same three jobs on your existing helpdesk: a customer-facing agent, an agent-facing Copilot, and Actions for refunds, order updates and cancellations that run fully autonomously or as propose-then-approve, your call.
How do I improve Tidio AI responses?
TL;DR: Improving Lyro is a maintenance loop. You watch Lyro Analytics for unanswered questions, add Q&A pairs, tidy the knowledge base, then re-test in the Playground.
Improving Lyro is a maintenance loop rather than a set-and-forget switch (we run the same loop on our own agent). You watch Lyro Analytics for the unanswered-question queue and low-confidence intents, add Q&A pairs or tidy the underlying knowledge base, then re-test in the Playground. Tidio's Lyro training guide and FAQ best-practices doc walk through the cadence.
The trap, as with any AI agent (and I've watched plenty of teams fall into it), is treating launch as the finish line. Resolution rate climbs with curation; left alone, it plateaus.
My AskAI runs the same loop through Self-Learning, surfacing the questions the AI couldn't answer, and your team can ask Echo why the agent gave any answer rather than digging through logs.
What resolution rate can I expect from Tidio AI?
TL;DR: Tidio claims 67%, but that's a deflection metric (no escalation, no 15-minute follow-up). I'd plan for 40-60% real-world resolution unless your knowledge base is excellent.
Tidio's headline number is "67% on average — often even higher", positioned as "the highest in the industry." Be careful with that figure, because what Tidio counts as a resolution drives the number. Tidio's own FAQ defines a resolution as an interaction "deemed successful by the customer and didn't require follow-up within the next 15 minutes." That's a deflection-style metric: the customer left without escalating and didn't come back within 15 minutes, which is a softer bar than a satisfaction-verified resolution.
The published case studies, all Tidio-sourced, span a wide range: Axioma hit 89%, NRVTA hit 94%, Borrowell hit 83%, and MattressNextDay hit 73% while saving 400+ hours a month. But Secureframe's team says they "aim for 50-60% resolution and 70-80% answer rate", and Chatarmin is blunt that "hitting 67% requires a perfectly maintained knowledge base. Most stores land well below that in practice."
For context, our own AI resolution-rate benchmark data, a field aggregate across roughly 55 vendors, puts the market median at around 70%. The trouble is that the metric label moves the number more than the underlying capability does: "resolution" numbers read about 12 points higher than "automation" numbers, because each vendor counts a different event.
Treat these as directional rather than like-for-like, and remember every published rate is a self-selected ceiling. Tidio's 67% is a deflection metric, so I'd read it as roughly field-median for that kind of measure, and plan for 40-60% real-world resolution unless your knowledge base is genuinely excellent.
There's an ecommerce wrinkle worth flagging here (I see it on nearly every call). Ecommerce is one of the most repetitive support verticals, so a good AI resolves a lot of tickets fast, which on a per-conversation or per-resolution meter means the better the AI works, the bigger the bill. That cost lands on exactly the high-volume, lower-margin businesses least able to absorb it.
We count a conversation resolved when the AI handled it without escalating, with escalation kept deliberately easy, and we quote a steady 72% rolling average across our full base. Here's the field benchmark data behind those numbers.
What AI model does Tidio AI use?
TL;DR: Lyro runs on Anthropic's Claude plus Tidio's in-house models. The separate AI Reply Assistant uses GPT-4, and you can't choose the model yourself.
Tidio is unusually direct here. Its /ai-agent/ FAQ answers the "Are you using ChatGPT?" question with: "No. We use Claude (Anthropic AI) and our in-house models to power Lyro."
The main FAQ repeats it. So Lyro runs on Anthropic's Claude, layered with Tidio's own models for query understanding.
Anthropic's own case study on Tidio adds that Tidio runs "a dynamic routing system that automatically selects between native Anthropic API and Google Cloud's Vertex AI based on performance metrics." The separate AI Reply Assistant feature uses GPT-4, so Tidio uses both vendors, but for different jobs. You can't pick the model yourself.
On data handling, Tidio's security page states Lyro "works in-session only" and follows standard encryption practices. One thing to flag for stricter procurement: Tidio doesn't publish a single bold "we don't train AI on your data" statement, so it's implied through Anthropic's contract rather than committed explicitly.
You can't pick Lyro's model, but with My AskAI your team can ask Echo why the agent gave any answer and which source it pulled from, so the reasoning is never a black box. Explore the platform.
What languages does Tidio AI work in?
TL;DR: Lyro supports 48 languages with automatic detection and native-language replies. Quality is uneven, with reviewers noting Spanish lags English.
Lyro supports 48 languages, per Tidio's multilanguage help article. It automatically detects the customer's language and replies in the same one, and Tidio says it works "natively in the customer's language instead of translating messages to English first," processing your data sources in their original language. You can also set per-language Guidance, so French customers get a different note from English ones (handy if you sell across borders).
The real-world picture is less even than the headline. A Capterra reviewer noted the AI agent is "still not there, at least not in Spanish." I'd treat 48 as breadth rather than uniform quality, and test thoroughly in your target language before committing.
My AskAI detects and replies in your customers' own language across every connected channel, so cross-border stores get the same agent everywhere. See our multilingual support.
How secure is Tidio AI?
TL;DR: Tidio is SOC 2 Type II (since October 2025) and GDPR-compliant, with RBAC, MFA and SSO. SSO is gated to the Plus and Premium plans.
Tidio's compliance picture is stronger than most SMB chatbot vendors'. Per the Tidio Trust Center, Tidio achieved SOC 2 Type II on 14 October 2025 (audited by A-LIGN), covering Security, Availability and Confidentiality, with the report available on request. Access controls include role-based access, multi-factor authentication, and single sign-on, though SSO is gated to the Plus and Premium plans.
The transparency gap is the sub-processor list, which sits behind the Trust Center's gated documents area rather than a public page. A penetration-test report is available on request, and Tidio is GDPR-compliant.
My AskAI is SOC 2 Type II certified and GDPR-compliant, with a trust portal and the SOC 2 report available to security reviewers on request.
Who is using Tidio AI?
TL;DR: 300,000+ businesses use Tidio across all products, mostly SMB ecommerce. Named Lyro results include Axioma at 89%, Borrowell at 83% and NRVTA at 94%.
Tidio claims 300,000+ businesses worldwide across all its products, which is worth reading carefully, since that's the all-product count and the active Lyro paying base is a fraction of it (the free plan includes only 50 lifetime Lyro conversations). Tidio also won AI Company of the Year at the Global Business Tech Awards 2025.
The named Lyro results, all published by Tidio, skew SMB ecommerce and services: Axioma (UK auto-services) at 89% resolution, Borrowell (Canadian fintech) at 83% while handling 11,000 tickets a month with nine agents, NRVTA (an RV-training academy) at 94%, and MattressNextDay (UK ecommerce) at 73% with 400+ hours saved monthly.
On our side, the comparable ecommerce proof is named and public. Edel Optics runs My AskAI on Zendesk at around 79% resolution, YouGarden runs it on Freshdesk at 66% (peaking at 82%), and Swytch uses it for its e-bike conversion kits.
Those are ecommerce teams running My AskAI on the helpdesk they already had. Browse the full set on the case studies page.
How much does Tidio AI cost?
TL;DR: Lyro is billed as its own SKU from $32.50/mo on top of a Customer Service plan (Free up to $749/mo Plus) and Flows. The advertised $29 base realistically becomes $200-300/mo.
This is where Tidio gets genuinely confusing, because the 2026 pricing page splits cost across three independently metered sliders: Customer Service, Lyro AI Agent, and Flows.
Tidio Customer Service plans
The base plan covers live chat, ticketing and email, on five tiers (annual pricing knocks off roughly 16.67%):
- Free: $0, with 50 billable conversations a month plus 50 lifetime Lyro conversations, capped at 10 seats.
- Starter: about $24.17/mo annual (~$29 monthly), 100 billable conversations, adds basic analytics and operating hours.
- Growth: from about $49.17/mo annual (~$59 monthly), scaling from 250 to 2,000 conversations, adds Shopify actions, advanced analytics and auto-assignment.
- Plus: from $749/mo, adds Lyro Connect, departments, the OpenAPI and a dedicated CSM.
- Premium: contact sales (third parties cite ~$2,999/mo+), adds the 50% resolution guarantee, pay-per-resolution Lyro billing, SSO and a managed service.
Lyro AI Agent (billed separately)
The thing to understand is that Lyro is its own SKU on top of the Customer Service plan. The Lyro add-on starts at $32.50/mo annual for a 50-conversation pack and scales via a slider through 100, 150, 200, 300, 500, 750 and 1,000 conversations per month.
Tidio markets it as "pay just $0.5 per conversation," though the entry-tier math is $32.50 ÷ 50 = $0.65 per conversation; the $0.50 rate only kicks in at the higher packs. Above 1,000 conversations you're pushed into a custom Plus or Premium plan (so the slider has a hard ceiling I'd plan around).
Flows (billed separately again)
Flows is the third pool, starting at about $24.17/mo annual for 2,000 visitors reached and scaling to 100,000.
Here's how those pools stack for a small store running Lyro at moderate volume:
Component | Assumption | Approx. monthly (annual billing) |
Customer Service plan | Starter (100 billable conversations) | ~$24 |
Lyro AI Agent | 500-conversation pack at advertised ~$0.50/conv | ~$250 |
Flows | 2,000 visitors reached | ~$24 |
Branding removal | Requires Growth or above | included on Growth |
Total | all three pools | ~$298/mo |
That's the dynamic Chatarmin describes: "starting at $29/month turns into $200+/month once you add Lyro AI, Flows, and branding removal." At small scale, Lyro on its own is genuinely cheap. One comparison puts a 1,200-conversation month at around $138 for Lyro versus roughly $4,300 for Intercom Fin. The pain comes less from Lyro's per-conversation rate and more from stacking three meters plus the 95% auto-upgrade trigger.
We price differently at My AskAI: a flat ~$0.10 per ticket, with no separate meters and no auto-upgrade, plus a 30-day free trial with every feature unlocked, unlimited tickets and no card. Run your numbers on the pricing page.
Does Tidio AI have a free trial?
TL;DR: Yes. There's a 7-day trial with no card, plus a free plan with 50 Lyro conversations. Those 50 are lifetime rather than monthly, so Lyro goes quiet once they're used.
Yes. Tidio offers a 7-day trial with no card required, plus a permanent free plan that includes 50 Lyro conversations. The catch (a real one for ecommerce) is that those 50 conversations are lifetime rather than monthly, so Lyro goes quiet once you've used them. The Playground also lets you test Lyro before you ever switch it on for customers, as Tidio's pricing page lays out.
My AskAI's free trial runs a full 30 days with every feature unlocked, unlimited tickets and no card, so you can prove it on your own tickets before paying a cent. Start a trial.
Is Tidio AI worth it?
TL;DR: Worth it for SMB Shopify stores under ~$5M and 10 agents with a maintained FAQ. I'd look elsewhere past 10 agents, for voice needs, or above 1,000 Lyro conversations a month.
For the right business, Lyro is a strong pick. At SMB ecommerce scale the combination of native Shopify actions, multichannel coverage and Claude-grounded answers is hard to beat (I'd just map the pricing curve before you commit).
Choose Tidio Lyro if…
- You're an SMB ecommerce store on Shopify, under ~$5M revenue and 10 agents.
- You already run Tidio live chat and want the AI in the same place.
- You have a maintained FAQ or help center for Lyro to learn from.
- You want an all-in-one for under ~$200/mo at predictable, moderate volume.
Don't choose Tidio Lyro if…
- You're past 10 agents, where the $749/mo Plus wall bites.
- You'd exceed 1,000 Lyro conversations a month.
- You need voice or phone support, or you sell into a WhatsApp-first market.
- You need granular SLA routing, or you're already embedded in Zendesk, Intercom or Salesforce (Lyro Connect exists but is gated and billed per conversation).
The single biggest risk is the 95% auto-upgrade trigger, so I'd disable it and check your quotas weekly; do that and the main source of negative reviews disappears.
If you outgrow Tidio, or you'd rather the AI traveled with your helpdesk, see the best Tidio alternatives for options with clearer pricing and deeper AI.
What are the Pros and Cons of Tidio AI (Lyro)?
Pros
- Claude-grounded answers and a genuine free tier. Lyro runs on Anthropic's Claude and gives you 50 free conversations to test before paying, a real trial rather than a demo.
- Native Shopify actions, multichannel coverage and 48 languages. Chat, email, Messenger, Instagram and WhatsApp out of the box, with strong Shopify integration for ecommerce stores.
- Strong compliance and ratings. SOC 2 Type II as of October 2025, plus 4.6-4.8 ratings across G2, Capterra and the Shopify App Store.
Cons
- Three metered billing pools and a 95% auto-upgrade surprise. As the limitations and pricing sections cover, the $29 base balloons once you stack Lyro, Flows and branding removal, and the auto-upgrade has doubled bills overnight.
- A hard 10-seat to $749/mo Plus wall. The jump from the self-serve tiers to Plus is a cliff rather than a gradual step.
- The 67% claim measures deflection rather than verified resolution. As the resolution section shows, most stores land at 40-60% in practice unless their knowledge base is excellent.
- A knowledge ceiling and no voice. PDFs are Plus-only, Lyro can't learn from past conversations, and there's no phone or voice channel at all.
Tidio Lyro
- Brand: Tidio
- Rating: 7.5/10
- In a sentence: A genuinely good Claude-powered AI agent for small Shopify teams, held back by confusing three-pool billing, a hard 10-seat wall, and a resolution headline that overstates real-world performance.
FAQs
What does Tidio AI do?
Tidio's AI is Lyro, an autonomous customer service agent that answers customer questions across chat, email, Messenger, Instagram and WhatsApp. It's trained on your help-center content and Q&A pairs, runs on Anthropic's Claude, and Tidio claims it resolves up to 67% of conversations on its own.
Is Tidio AI free?
There's a permanent free plan that includes 50 Lyro conversations, plus a 7-day trial with no card. The catch is that those 50 conversations are lifetime rather than monthly, so Lyro stops replying once they're used (you'll need the paid add-on to keep going).
How much does Tidio cost per month?
The advertised entry point is about $24-29/mo for the Starter Customer Service plan, but Lyro is billed separately as its own SKU from $32.50/mo, and Flows is a third meter from about $24/mo. In practice a small store running all three lands around $200-300/mo, and the Plus plan jumps to a $749/mo minimum.
What is Lyro?
Lyro is the name of Tidio's AI customer service agent, the part that talks to your customers on its own. It's distinct from Tidio Copilot and the AI Reply Assistant (two GPT-4 tools that help your human agents rather than reply to customers directly).
Does Tidio use ChatGPT or Claude?
Lyro runs on Anthropic's Claude plus Tidio's in-house models, and Tidio states this explicitly. The separate AI Reply Assistant, which polishes agent-written replies, uses GPT-4. You can't choose the model yourself.
What resolution rate can Tidio AI achieve?
Tidio claims 67% on average, but that's a deflection-style metric (no escalation and no follow-up within 15 minutes). Published case studies range from 73% to 94%, while Secureframe targets a more realistic 50-60%. We'd plan for 40-60% unless your knowledge base is excellent.
Does Tidio AI support WhatsApp and Instagram?
Yes, Lyro replies on the web widget, email, Facebook Messenger, Instagram and WhatsApp. WhatsApp coverage is reported as patchy in some regions, so test it if WhatsApp is your primary channel.
Does Tidio AI do voice or phone support?
No. Lyro is text-only (no voice, no phone, no outbound automation). Tidio is explicit that Lyro focuses on written, inbound conversations.
How many languages does Tidio AI support?
Lyro supports 48 languages with automatic detection, replying in the customer's language natively rather than translating to English first (a genuine plus if you sell internationally). Quality is uneven across languages, with reviewers noting Spanish lags English.
What can I train Lyro on?
Help-center and FAQ articles, scraped website URLs (capped at a 60-page crawl and 500 URLs total), manual Q&A pairs, and CSV imports up to 10,000 entries. PDF and file uploads are restricted to the Plus plan, and Lyro can only answer what's documented.
Is Tidio SOC 2 compliant?
Yes, Tidio achieved SOC 2 Type II on 14 October 2025, covering Security, Availability and Confidentiality, with the report available on request through its Trust Center. It's also GDPR-compliant, with role-based access, MFA and SSO (SSO is gated to Plus and Premium).
What's the difference between Lyro and Tidio Copilot?
Lyro is the customer-facing AI agent that answers customers on its own and runs on Claude. Tidio Copilot is a free Chrome extension that suggests replies to your human agents and runs on GPT-4, so it assists your team rather than replacing the first-line reply.
What counts as a "Lyro conversation" for billing?
A Lyro conversation is the first AI reply in a thread. If a customer goes quiet for 15 minutes and then sends a new message, that starts a fresh conversation, so a single drawn-out chat can count as several against your quota (worth knowing before you size your pack).
Can I use Lyro inside Zendesk or Intercom?
Yes, through Lyro Connect, which lets Lyro reply as an embedded agent inside Zendesk, Intercom or Salesforce. It's gated to the Plus and Premium plans and billed from $0.50 per conversation on top of your plan.
