Verdict
Online stores and small teams of up to 10 agents get live chat, email, social messaging and a capable AI agent for a low monthly bill. The catch: there is no help center or phone channel, self-serve plans stop at 10 seats, and Lyro is billed for every conversation it replies in.
Good fit
- Online stores and small businesses with up to 10 agents
- Teams that want an AI agent on chat, email and social messaging without per-seat fees
- Shopify merchants who want order actions inside the chat
Look elsewhere
- Teams that need phone support or a public help center
- Support teams larger than 10 agents that want self-serve pricing
- Buyers who need ISO 27001 or a signed HIPAA BAA
Pros and cons
Strengths
- Billed by human-handled conversations, not seats: up to 10 agents share one plan price 1.
- Lyro answers on live chat, email, WhatsApp, Instagram and Messenger and can update orders, process returns and change accounts 1,4.
- Every self-serve plan tier and Lyro tier has a public price, with month-to-month billing 1.
- Copilot and the AI Reply Assistant are included on every plan 1.
- Strong user scores: 4.6 on G2 and 4.7 on Capterra 11,12.
Weaknesses
- Self-serve plans cap at 10 seats; bigger teams must move to Plus, whose usage rates are not published 1.
- No customer-facing help center and no phone channel 4.
- Lyro bills every conversation it replies in, not only the ones it resolves 1.
- Tidio can upgrade your plan automatically when usage exceeds it, and refunds are not owed 2.
- SOC 2 Type II is the only named audit; there is no ISO 27001 6.
Key facts
| Made by | Tidio |
|---|---|
| Pricing model | per conversation |
| Paid plans from | $24.17 a month billed annually, or $29 month to month, for 100 billable conversations (Starter) 1 |
| 10 agents, AI on | $58 per agent a month (Growth + Lyro AI Agent) |
| Free plan | 50 billable conversations a month, 10 seats and 50 one-time Lyro conversations 1 |
| Free trial | 7 days |
| Channels | Email, Live chat, WhatsApp, Social messaging |
| Integrations | Pre-built integrations including Shopify, WordPress, Zendesk, Salesforce, HubSpot and Pipedrive, plus hundreds of apps through Zapier 4,10. |
| Security reports | SOC 2 Type II |
What Tidio is
Tidio is a customer service platform built around live chat, email ticketing and Lyro, its AI agent. One inbox handles the website widget, email, WhatsApp, Instagram and Messenger 4. Self-serve plans charge for billable conversations, meaning conversations a human agent replies to, rather than per seat, with up to 10 seats included 1.
It suits online stores and small support teams. Native Shopify actions let agents check order history and cancel orders from the chat 1. It is thinner as a help desk: there is no public help center or phone channel, and routing by department needs the Plus plan 1,4.
The AI agent and assist
Lyro answers from your website, FAQs and uploaded documents on live chat, email, WhatsApp, Instagram and Messenger, and hands off to a human when it cannot help 3,4. With a paid Lyro tier it can take actions through API calls, such as updating orders, processing returns and changing account details, and it connects to other systems through MCP 1,3. Tidio says it runs on Claude and its own models 3. You can test answers in a playground and track resolution rates, satisfaction scores and missed questions 3,4.
Lyro is a separate add-on priced by conversations it replies in: $39 a month for 50 up to $700 for 1,000, with two months free on annual billing 1. Premium switches to pay-per-resolution billing with a guaranteed 50% resolution rate, by quote 1. Copilot and the AI Reply Assistant, which draft and polish agent replies, are included on every plan 1.
Help desk basics
- Channels. Email, Live chat, WhatsApp, Social messaging.
- Routing. Automatic chat assignment on Growth and above, and departments for routing on Plus and Premium 1.
- Automations. Ticketing automations such as closing tickets without a customer reply, automatic replies, and no-code Flows for chat 1,4. SLA policies are included.
- Languages. Lyro answers in dozens of languages, and agents can translate incoming messages with AI 4.
Pricing
A 10-agent team handling 2,000 human conversations and 500 Lyro conversations a month pays about $583 a month on annual billing: the Growth 2,000-conversation tier at $290.83 plus Lyro's 500-conversation tier at $291.67 1. Month to month the same setup is $699 ($349 + $350) 1. The catches: self-serve plans stop at 10 seats and Growth tops out at 2,000 billable conversations, so larger teams need Plus at $300 a month plus usage rates that are not published 1. Lyro counts every conversation it replies in, including ones it hands to a human, so real Lyro volume runs higher than its resolutions 1. Tidio can auto-upgrade a plan that exceeds its limits and does not owe refunds 2.
Full Tidio pricing and bills at 3, 10 and 25 agents
3 agents
$199 /mo
$66 per agent · 750 conversations, 150 by AI
- Plan and volume
- $108
- Agent assist
- $0
- AI agent
- $92
- 10 seats included in the plan fee.
- Agent assist is included in the plan.
10 agents
$583 /mo
$58 per agent · 2,500 conversations, 500 by AI
- Plan and volume
- $291
- Agent assist
- $0
- AI agent
- $292
- 10 seats included in the plan fee.
- Agent assist is included in the plan.
25 agents
The plan allows at most 10 agents.
Security and data
Tidio has a SOC 2 Type II report and lists GDPR, CCPA and the EU-US Data Privacy Framework in its trust center, but no ISO 27001 6. It runs on AWS 5. EU, UK and Swiss customers get a data processing agreement through the terms 2. Data is mainly processed in the EEA, with some transfers to the US 7. The AI Terms name OpenAI (EU), Anthropic (US) and Google Cloud (EU) as AI sub-processors and bar them from training on customer data; Tidio itself does not use inputs and outputs to train models shared with other customers except in aggregated form, and you can opt out of improvement training 2. HIPAA compliance appears only for custom AI Agent builds 1.
- Data processing agreement. Data processing agreement for EU, UK and Swiss customers, linked from the terms 2
- Data hosting. Data mainly processed on servers in the EEA; some data is transferred to the US 7
- HIPAA. HIPAA compliance is listed only for custom AI Agent builds sold through sales; no BAA terms are published 1
- AI training. Tidio's AI Terms say inputs and outputs do not train foundation models used by other customers, except in irreversibly aggregated form, and you can opt out of improvement training through support 2.
- AI providers. OpenAI (EU hosting), Anthropic (US) and Google Cloud (EU), each contractually barred from training on customer data 2
What users say
Reviewers rate Tidio highly: 4.6 from about 1,960 reviews on G2, 4.7 from 590 on Capterra and 4.8 from 1,351 on the Shopify App Store 11,12,13. Praise centres on quick setup and an easy interface 11. Complaints focus on AI accuracy with complex questions and on free-plan limits 11,12. Named customers with public stories include Burker, MattressNextDay, Cove, Secureframe, Borrowell and Suitor 9.
| Platform | Rating | Reviews | Seen |
|---|---|---|---|
| G211 | 4.6 / 5 | 1,962 | 8 October 2026 |
| Capterra12 | 4.7 / 5 | 590 | 8 October 2026 |
| Shopify App Store13 | 4.8 / 5 | 1,351 | 8 October 2026 |
What Tidio claims (not independently checked):
- Lyro resolves 67% of customer conversations on average 3.
- Lyro reached a 72% resolution rate in the first half of 2026, in testing run by Tidio's customers 15.
- Borrowell reached an 83% resolution rate with Lyro 9.
- MattressNextDay saves 400+ hours a month with Tidio 9.
Concerns raised by others:
How we graded it
| Criterion | Why | Level |
|---|---|---|
| True cost with AI on 30% of the grade | $583 a month for 10 agents on Growth + Lyro AI Agent with AI on, or $58 per agent 1. | 5/5 |
| Price transparency 15% of the grade | Self-serve plan and Lyro prices are public with monthly billing, but Plus and Premium limits are custom rather than stated in numbers and Premium is quote-only 1. | 4/5 |
| AI agent and assist 20% of the grade | Lyro answers on chat, email and messaging apps and takes actions such as order updates, returns and account changes through API calls, with Copilot for agents, but there is no voice channel 1,4. | 4/5 |
| Help desk essentials 15% of the grade | Email, live chat and messaging apps with SLA policies and ticketing workflows, but no customer-facing help center, which level 3 requires 4,8. | 2/5 |
| Security and data 10% of the grade | SOC 2 Type II with a data processing agreement, but no ISO 27001 2,6. | 3/5 |
| What users say 10% of the grade | 4.6 from about 1,960 G2 reviews and 4.7 on Capterra, with named customers such as Burker and Secureframe 9,11,12. | 5/5 |
| Total | Weighted sum of the six levels, out of 100. | 80 · B+ |
Sources
- Tidio pricing
- Terms of Service and AI Terms
- Lyro AI Agent
- Tidio features
- Security
- Tidio Trust Center
- Privacy Policy
- Service Level Agreements (SLA)
- Customer stories
- Integrations
- Tidio Reviews
- Tidio Reviews
- Tidio: AI Chatbot & Live Chat
- AI CX Agent Evaluations
- Tidio's Lyro ranks No. 1 among AI CX agents in G2's 2026 evaluations
- Customer Experience evaluations