Tidio is a live-chat and help-desk suite for small and mid-sized online businesses, with two kinds of bot: Flows, a no-code rule-based builder, and Lyro, an AI agent that answers from your own support content. It is built mainly for e-commerce and support teams that want the bot and the human inbox in one tool. It charges flat monthly fees on three separate meters: human-answered conversations, Lyro AI conversations and unique visitors reached by Flows.
Bottom line
- Best for: Small online shops and support teams that want an AI agent, simple automations and a shared inbox from one vendor, with published self-serve prices
- Not for: Teams that need SMS or voice, developers who want versioning and an API on a self-serve plan, or buyers who want one predictable bill
- Paid plans from: $29 per month
- The catch: The $29 Starter plan buys human-answered conversations, not a working AI agent: its 50 Lyro conversations are a one-off allowance that never resets, and a renewing Lyro quota is a separate purchase starting at $39 a month.
Score breakdown
Tidio Lyro scores 7.5 out of 10 on rubric v1.0. The rubric rates what can be verified from public documentation, not how well a bot built on it performs.
Plan prices and allowances are public and the metered unit is defined in writing, but one material part of the bill (AI usage, overage or a required add-on) is priced only on request or passed through at a variable cost.
A permanent free plan that can run a live bot, with its limits published.
Visual flows plus AI answers from your own content, with API calls or webhooks.
Website, WhatsApp and at least one Meta channel, with a built-in inbox or documented help-desk handoff.
A DPA and a stated hosting region, or SOC 2 / ISO 27001, but not both.
Key facts
- Vendor
- Tidio · Szczecin, Poland · founded 2013
- Type of tool
- AI agent for support
- Pricing model
- Mixed
- Paid plans from
- $29 per month
- What the bill grows with
- conversations
- Free plan
- Yes
- Free trial
- Yes
- Self-serve sign-up
- Yes
- Visual flow builder
- Yes
- Extensible with code
- Partly
- Choose or bring your own AI model
- No
- Bot export
- Partly
- Self-hosting
- No
- Built-in inbox for human handoff
- Yes
- Channels
- Website widget, WhatsApp, Messenger, Instagram, Email
- Languages
- 48+ languages · German: Yes · Spanish: Yes
- EU data hosting
- Yes
- Compliance
- SOC 2 Type II, GDPR DPA (on request), CCPA/CPRA, EU-US DPF
- Integrations
- Shopify, WooCommerce, WordPress, Zapier, HubSpot, Salesforce, Zendesk, Klaviyo
- Named customers
- Borrowell, Endeksa
What the documentation supports
- Every self-serve tier on all three meters has a published price, and the pricing page defines each metered unit in writing.
- The Free plan never expires and includes 50 human-answered conversations a month, 100 Flows visitors a month and up to 10 seats, with WhatsApp, Messenger and Instagram connected.
- A shared inbox is part of the product, so Lyro can hand a chat to a person without a second tool.
- According to Tidio's help center, Lyro is not charged when it hands a chat straight to a human agent without answering.
- The help center says all customer data is stored on servers in the European Economic Area.
What to watch
- Tidio contradicts itself on returning visitors: the pricing FAQ says a customer who leaves and comes back is still one Lyro conversation, while the help center says a new message after 15 idle minutes is counted again.
- Standard monthly plans on newer projects upgrade themselves to the next, more expensive tier by default when any one of the three meters reaches 95% of its quota.
- When the human-conversation quota runs out and no upgrade happens, the help center says you can no longer see or answer new incoming messages.
- The Lyro page advertises $0.50 per conversation, but by our arithmetic from the price list the cheapest self-serve tier works out to $0.70 per conversation on monthly billing.
- The REST API, webhooks, MCP connections and running Lyro inside another help desk all require the Plus plan, which starts at $300 a month before usage.
What you can build
Tidio has two builders. Flows is a drag-and-drop editor for rule-based bots with more than 40 templates, a test preview and per-node analytics. Lyro is an AI agent that answers from content you provide: website URLs (up to 500 in total, more on Plus), manual question-and-answer pairs, PDF uploads, CSV files (up to 500 entries per file and 10,000 in total), a Zendesk help-center import and Shopify or WooCommerce product sync. The help center says Lyro runs on Anthropic's Claude, and the Lyro page adds Tidio's in-house models. There is no model choice and no option to bring your own model or key. Lyro Actions let the agent call external APIs: 1 on Free, 3 with a Lyro package and up to 10 on Plus. The help center says Lyro supports 48 languages, and a Playground lets you test answers before going live. For code, self-serve plans get an API-call node in Flows, a Zapier node and a JavaScript widget SDK; the REST API, webhooks and MCP server connections need Plus. The docs describe only a draft and an active state for flows, with no version history or staging environment. A flow can be exported as a JSON file, but only for import into another Tidio project. For handoff, Lyro can transfer the chat to the Unassigned folder of Tidio's inbox, keep the conversation, or create a ticket. Flows cannot pass a visitor to Lyro, the help center says turning Lyro on disables keyword-triggered flows, and Lyro answers only the first message of an email thread.
Pricing
Tidio's pricing page sells three products that can be bought separately or together, each with its own tiers. The page shows annual-billing prices by default; the monthly-billing prices below come from the data embedded in the same page. Customer Service (human-answered conversations): Free costs $0. Starter costs $29 a month, or $24.17 a month billed annually, for 100 billable conversations, plus a one-off 50 Lyro conversations and 100 Flows visitors. Growth starts at $59 a month for 250 conversations (from $49.17 a month billed annually) and rises to $349 for 2,000. Growth does not include a renewing Lyro quota. Lyro AI Agent: tiers run from $39 a month for 50 Lyro conversations (or $32.50 a month billed annually) through $140 for 200 and $350 for 500, up to $700 for 1,000. Flows: tiers run from $29 a month for 2,000 unique visitors reached (from $24.17 billed annually) to $299 for 100,000. Self-serve plans allow up to 10 seats. Annual billing gives 2 months free; we only saw the annual price rendered for the entry tier of each product, so check the toggle for the others. Above the largest self-serve tier on any meter you need a custom plan. Plus costs $300 a month plus usage at rates Tidio does not publish, with Lyro from 300 conversations. Premium is quote-only, starts at 3,000 Lyro conversations, bills per resolution and promises a 50% Lyro resolution rate; Tidio publishes neither the price per resolution nor a definition of a resolution. The $0.50 per conversation on the Lyro page does not match any self-serve tier: dividing the monthly price by the allowance gives $0.78 per conversation on the smallest tier and $0.70 on the largest. Even with 2 free months on annual billing, the largest tier stays above the headline figure, and Tidio does not say which plan the headline applies to. Those per-conversation figures are our arithmetic, not prices Tidio prints.
| Plan | Billed monthly | Billed annually | Included each month | Source |
|---|---|---|---|---|
| Free | $0 per month | $0 per month | — | Source |
| Lyro AI Agent 50 | $39 per month | $32.50 per month | 50 conversations | Source |
| Lyro AI Agent 100 | $75 per month | — | 100 conversations | Source |
| Lyro AI Agent 150 | $110 per month | — | 150 conversations | Source |
| Lyro AI Agent 200 | $140 per month | — | 200 conversations | Source |
| Lyro AI Agent 300 | $210 per month | — | 300 conversations | Source |
| Lyro AI Agent 500 | $350 per month | — | 500 conversations | Source |
| Lyro AI Agent 750 | $525 per month | — | 750 conversations | Source |
| Lyro AI Agent 1,000 | $700 per month | — | 1,000 conversations | Source |
| Plus | $300 per month | — | — | Source |
| Premium | Custom quote | — | — | — |
Tidio Lyro pricing explained · What counts as a conversation in chatbot pricing?
What the free plan really allows
Tidio's Free plan never expires. The help center says it includes up to 10 seats, 50 human-answered conversations a month and Flows for 100 unique visitors a month, and it can connect Messenger, Instagram and WhatsApp. It also includes 50 Lyro AI conversations, but that is a one-time allowance: when it is used up, Lyro stops and the quota never resets. Free is limited to 1 Lyro Action. It excludes advanced analytics, permissions, automatic assignment, macros and branding removal, so the "Powered by Tidio" mark stays on the widget. When the conversation limit is reached you are notified and can no longer see or answer new messages until the next reset. New accounts can also start a 7-day trial of paid features with no credit card, after which the account drops to Free. In practice Free runs a rule-based bot indefinitely and lets you sample the AI agent, not run it. See how it compares on our list of free chatbot builders.
Claims and who backs them
| Figure | Source | Who says so |
|---|---|---|
| 67% | Tidio | Vendor claim |
| 83% | Borrowell, Lyro running inside Zendesk (case study published by Tidio) | Named customer |
| 58% | Tidio's own support team (published by Tidio) | Vendor claim |
| 88% | Endeksa, Flows bot helpfulness rate (case study published by Tidio) | Named customer |
Tidio's own figures for Lyro do not agree with each other. The Lyro page claims a 67% average resolution rate. A March 2025 press release said 64% on average, peaking at 90%. The savings calculator on the pricing page assumes a 55% response rate. Tidio's case study on its own support team reports 58% automation. Named-customer figures are all published by Tidio: Borrowell reports an 83% resolution rate, but it ran Lyro inside Zendesk through Lyro Connect, which requires Plus or Premium, and Endeksa reports a 138% increase in lead generation and an 88% helpfulness rate for a Flows bot. Premium advertises a guaranteed 50% resolution rate without publishing what counts as a resolution. The press release and two case studies were carried over from earlier research and not re-read for this review. We found no independent measurement of Lyro's performance. See containment rate explained for why vendors' resolution figures are hard to compare. Tidio says more than 300,000 companies use its product; that count covers all of Tidio, not Lyro alone. On security, Tidio lists SOC 2 Type II in its trust center, where the report is available on request; the sub-processor list sits in the same gated trust center, and a DPA is signed on request by email. The help center says Tidio complies with HIPAA rules but has no formal compliance documentation yet.
Verdict
Pick Tidio if you run a small online store or support team and want a shared inbox, simple rule-based automations and an AI agent from one vendor, with every self-serve price published. It fits best when volumes are modest: the Lyro tiers stop at 1,000 conversations a month, and larger volumes, the API and webhooks all move you to Plus with unpublished usage rates. Before you buy, switch off auto-upgrade if you want a fixed bill, and budget Lyro on the stricter returning-visitor rule, because Tidio's own pages disagree on it. Look elsewhere if you need SMS or voice, versioned bots or a choice of AI model; see our list for e-commerce for alternatives.
Related pages
- Tidio Lyro pricing explainedpricing
- The best Tidio Lyro alternativesalternatives
- Tidio Lyro vs Intercom Finvs
- Landbot vs Tidio Lyrovs
Frequently asked questions
Is Tidio free?
Yes. Tidio has a Free plan that never expires, with 50 human-answered conversations a month, Flows for 100 unique visitors a month and up to 10 seats. It includes only 50 Lyro AI conversations in total, and that allowance never resets, so the free AI agent is a sample rather than a working bot.
How much does Tidio Lyro cost?
Tidio's Lyro AI Agent tiers start at $39 a month for 50 Lyro conversations, or $32.50 a month billed annually, and go up to $700 a month for 1,000. That is $0.78 to $0.70 per conversation on monthly billing by our arithmetic, above the $0.50 headline on the Lyro page. Human-answered conversations are a separate plan, with Starter at $29 a month.
What counts as a Lyro conversation in Tidio?
Tidio counts a Lyro conversation when its AI agent replies at least once in a thread, however many replies follow, and nothing is counted if Lyro hands the chat straight to a human. Tidio's pages disagree on returning visitors: the pricing FAQ says a customer who comes back later is still one conversation, while the help center says a thread closes after 15 idle minutes and the next reply counts again. Budget on the help-center rule until Tidio clarifies it.
What happens when I reach my Tidio limit?
On Tidio's standard monthly plans, automatic upgrade is on by default and moves the product to its next tier once any meter reaches 95% of its quota. With auto-upgrade off, or on annual, Plus or Free plans, the feature stops: Lyro stops answering, flows stop running, or you can no longer see and answer new messages in the inbox. Tidio publishes no per-conversation overage price for self-serve plans.
Does Tidio host data in the EU?
Yes, according to Tidio's help center, which says all data is stored on servers in the European Economic Area. The same article says customers' billing details go to Tidio's US subsidiary, and Tidio does not say where the AI model behind Lyro processes messages. A DPA is available on request by email.
Sources
- Tidio pricing — Tidio · September 18, 2026
- The free version and downgrading your account — Tidio Help Center · September 18, 2026
- The Lyro AI agent limit — Tidio Help Center · September 18, 2026
- The monthly conversations limit — Tidio Help Center · September 18, 2026
- The monthly flow limit — Tidio Help Center · September 18, 2026
- Automatic upgrades — Tidio Help Center · September 18, 2026
- Lyro AI Agent — Tidio · September 18, 2026
- Lyro, the conversational AI agent — Tidio Help Center · September 18, 2026
- Data sources: Lyro's knowledge base — Tidio Help Center · September 18, 2026
- Lyro Actions — Tidio Help Center · September 18, 2026
- Connect Lyro with MCP servers — Tidio Help Center · September 18, 2026
- How do flows, Lyro and live agents work together — Tidio Help Center · September 18, 2026
- Tidio Flows — Tidio · September 18, 2026
- Flow templates — Tidio Help Center · September 18, 2026
- Flows: making an API call (HTTP request) — Tidio Help Center · September 18, 2026
- Integration with Zapier — Tidio Help Center · September 18, 2026
- Transfer flows between projects — Tidio Help Center · September 18, 2026
- Flow and handoff analytics — Tidio Help Center · September 18, 2026
- Developer resources in Tidio — Tidio Help Center · September 18, 2026
- Lyro multilanguage support — Tidio Help Center · September 18, 2026
- Change and add languages in your chat widget — Tidio Help Center · September 18, 2026
- Privacy policy and GDPR compliance — Tidio Help Center · September 18, 2026
- Tidio trust center — Tidio · September 18, 2026
- Tidio integrations — Tidio · September 18, 2026
- About Tidio — Tidio · September 18, 2026
- Lyro achieves best resolution rates in industry (31 March 2025) — Tidio · September 18, 2026
- Borrowell case study — Tidio · September 18, 2026
- Tidio support team achieves 58% automation with Lyro — Tidio · September 18, 2026
Researched and drafted with AI assistance from the sources listed on this page. We have not built or tested bots on these platforms yet. Method: How we review