Tidio

Live chat, tickets, and Lyro

Tidio's customer service product supports live chat and a ticketing workflow for incoming support emails, chat conversations, and social messages. Its ticketing information describes assigning requests to operators and adding notes or tags. Lyro is distinct from rule-based Flows: it uses supplied support knowledge to understand questions and compose responses, while Flows follow configured paths.

Tidio lists Lyro across live chat, WhatsApp, Instagram, and Messenger, and describes AI-assisted email resolutions. Available channels and functionality depend on how Lyro is configured and on the selected plan or integration.

Handoffs and integrations

Support staff can monitor conversations and take over when a person is needed; Tidio says Lyro can redirect questions outside its knowledge to the support team. Tidio also describes Lyro as connecting with other customer-service tools, including Zendesk through its integration offering. Verify that the specific helpdesk, channel, and handoff workflow you require are supported before choosing Lyro instead of a helpdesk's native AI.

Pricing and Lyro conversation limits

Tidio offers Customer Service, Lyro AI Agent, and Flows separately or in bundles. Its pricing page explains billable human conversations separately from Lyro conversations. A new project receives a one-time quota of 50 Lyro conversations; paid Lyro plans provide a renewable monthly quota, with higher or custom quotas available on selected plans. A Lyro conversation is counted when it first responds in a new thread; repeated replies in that thread do not each count, and an immediate handoff does not consume a Lyro conversation. A new thread after 15 minutes of inactivity can count again. Check current quotas and plan eligibility on Tidio's pricing and help pages.

Strengths and limitations

• Combines live chat, ticket handling, automation, and an AI agent in a platform that can suit small-business support workflows.
• Lyro may also fit teams that want to add customer-facing AI to selected existing helpdesk setups rather than replace the whole helpdesk.
• Human conversation allowances, AI conversation quotas, and available channels are separate plan considerations; do not estimate cost using only one quota.
• AI answers depend on the quality and coverage of the support information supplied, so teams still need to review knowledge and escalation behavior.

Who should consider Tidio?

Small businesses and ecommerce operators looking for a website chat workflow with ticketing and optional Lyro automation may want to evaluate Tidio. Teams primarily looking for a broader conventional helpdesk can compare Freshdesk; teams prioritizing a customer-facing AI agent that can work with an existing helpdesk can also review Intercom Fin. Tidio may not suit organizations whose required channels or support operations are outside its documented integrations and plan scope.

Official sources

• Tidio features
• Lyro AI Agent
• Build and integrate Lyro
• Tidio pricing and quotas
• Lyro conversation limit documentation
• Tidio Help Center

Related support tools

• Intercom Fin for AI-led customer support
• Freshdesk for helpdesk ticketing
• Gorgias for ecommerce support
• All Customer Support AI tools