Tidio

## What it does Tidio combines live chat, rule-based chatbots, and an AI-powered conversational agent called Lyro into a single customer service platform. You install a chat widget on your website, configure your automated responses, and let the system handle incoming conversations. Rule-based chatbots follow decision-tree flows you build visually — order status checks, FAQ responses, lead qualification — while Lyro uses natural language understanding to handle open-ended questions by pulling answers from your knowledge base. When the bot cannot resolve something, the conversation routes to a human agent through the same interface. The platform also includes basic helpdesk features like ticketing, visitor tracking, and canned responses for live agents. ## Who it's for Tidio is aimed squarely at small to mid-sized businesses, particularly e-commerce stores, that want to offer chat support without building a full helpdesk operation. The setup is genuinely fast — installing the widget, creating a few chatbot flows, and connecting your knowledge base can be done in a single sitting. For Shopify and WooCommerce stores, the integration is especially smooth, with order lookup and product recommendation flows available out of the box. Larger enterprises with complex routing requirements, multi-department escalation paths, or deep CRM integration needs will likely outgrow Tidio or find the integrations too shallow. But for a business handling a few hundred support conversations per month, it covers the essentials well. ## Lyro AI assessment Lyro is the headline feature and the main reason to consider Tidio over simpler live chat tools. It ingests your FAQ pages, help docs, or manually entered Q&A pairs and uses them to answer customer questions conversationally. For straightforward queries — shipping times, return policies, pricing questions, feature explanations — it performs reliably and reduces the volume that reaches your human agents. Where it struggles is with multi-step or nuanced questions that require reasoning across several pieces of information, or situations where the answer is not clearly represented in the knowledge base. It will sometimes give a confidently worded but incomplete answer rather than admitting it does not know. Training it well requires curating your knowledge base carefully, not just pointing it at your entire website. ## The bottom line Tidio earns its rating by doing the fundamentals well at a reasonable price. The free tier with 50 conversations per month is enough for a small business to evaluate the platform properly, and the $29/mo Starter plan is competitive for what you get. The Growth plan at $59/mo unlocks Lyro and unlimited conversations, which is where the real value sits for businesses with meaningful support volume. It is not the most powerful platform in the category, but it is one of the most approachable. For small businesses that want to automate the repetitive portion of customer support and keep a human in the loop for everything else, Tidio is a practical and well-priced choice.