---
title: Tidio review
canonical: https://customersupportreviews.com/reviews/tidio
grade: B+
points: 80
updated: 2026-10-08
---

# Tidio review

**Grade B+ (80/100) · #2 of 12 help desks**

AI-first customer service platform for small online businesses: live chat, email ticketing and the Lyro AI agent.


## 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
- 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].

## Cons
- 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].

## Grade breakdown
| Criterion | Weight | Level | Why |
|---|---|---|---|
| True cost with AI on | 30% | 5/5 | $583 a month for 10 agents on Growth + Lyro AI Agent with AI on, or $58 per agent [1]. |
| Price transparency | 15% | 4/5 | 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]. |
| AI agent and assist | 20% | 4/5 | 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]. |
| Help desk essentials | 15% | 2/5 | Email, live chat and messaging apps with SLA policies and ticketing workflows, but no customer-facing help center, which level 3 requires [4][8]. |
| Security and data | 10% | 3/5 | SOC 2 Type II with a data processing agreement, but no ISO 27001 [2][6]. |
| What users say | 10% | 5/5 | 4.6 from about 1,960 G2 reviews and 4.7 on Capterra, with named customers such as Burker and Secureframe [9][11][12]. |

## 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].

## AI
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].

## 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].

- **Free:** $0 billed annually; $0 billed monthly (50 billable conversations a month, 10 seats, 50 one-time Lyro conversations, 100 Flows visitors)
- **Starter:** $24.17 a month billed annually; $29 a month billed monthly (100 billable conversations a month, 10 seats, live chat, email ticketing, Messenger, Instagram and WhatsApp, basic analytics, 50 one-time Lyro conversations)
- **Growth:** From $49.17 a month (250 conversations) to $290.83 (2,000) billed annually; From $59 a month (250 conversations) to $349 (2,000) billed monthly (250 to 2,000 billable conversations a month in 7 tiers, 10 seats, advanced analytics, automatic chat assignment, ticketing automations, permissions, no Tidio branding)
- **Plus:** From $300 a month plus usage billed annually; From $300 a month plus usage billed monthly (Custom seats and conversation limits, departments, multiple projects, OpenAPI, up to 10 Lyro Actions, discounted usage rates, dedicated success manager)
- **Premium:** Contact for pricing billed annually; Contact for pricing billed monthly (From 3,000 Lyro conversations, guaranteed 50% Lyro resolution rate, pay-per-resolution billing, SSO, mobile SDK, Advanced Copilot)
- **Lyro AI Agent:** From $39 a month for 50 Lyro conversations ($32.50 billed annually), up to $700 for 1,000 ($583.33 billed annually)
- **Lyro on Premium:** Contact for pricing
- **Copilot and AI Reply Assistant:** Included on every plan
- **Flows:** From $29 a month for 2,000 visitors reached ($24.17 billed annually)

## 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].

## 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].

## Sources
1. [Tidio pricing](https://www.tidio.com/pricing/) — Tidio, accessed 2026-10-08
2. [Terms of Service and AI Terms](https://www.tidio.com/terms/) — Tidio, accessed 2026-10-08
3. [Lyro AI Agent](https://www.tidio.com/lyro/) — Tidio, accessed 2026-10-08
4. [Tidio features](https://www.tidio.com/features/) — Tidio, accessed 2026-10-08
5. [Security](https://www.tidio.com/security/) — Tidio, accessed 2026-10-08
6. [Tidio Trust Center](https://trust.tidio.com/) — Tidio, accessed 2026-10-08
7. [Privacy Policy](https://www.tidio.com/privacy-policy/) — Tidio, accessed 2026-10-08
8. [Service Level Agreements (SLA)](https://help.tidio.com/hc/en-us/articles/13991292488348-Service-Level-Agreements-SLA) — Tidio Help Center, accessed 2026-10-08
9. [Customer stories](https://www.tidio.com/case-studies/) — Tidio, accessed 2026-10-08
10. [Integrations](https://www.tidio.com/integrations/) — Tidio, accessed 2026-10-08
11. [Tidio Reviews](https://www.g2.com/products/tidio/reviews) — G2, accessed 2026-10-08
12. [Tidio Reviews](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) — Capterra, accessed 2026-10-08
13. [Tidio: AI Chatbot & Live Chat](https://apps.shopify.com/tidio-chat) — Shopify App Store, accessed 2026-10-08
14. [AI CX Agent Evaluations](https://www.g2.com/categories/ai-agents/agent-evaluations) — G2, accessed 2026-10-08
15. [Tidio's Lyro ranks No. 1 among AI CX agents in G2's 2026 evaluations](https://www.tidio.com/blog/lyro-ai-cx-agent-g2-evaluations/) — Tidio, accessed 2026-10-10
16. [Customer Experience evaluations](https://ai.g2.com/evaluations/customer-experience) — G2, accessed 2026-10-08