Tidio (Lyro AI Agent)

What it does

Tidio is a live chat and help desk platform built with small and midsize businesses in mind, and Lyro is its AI agent: a conversational assistant that answers customer questions in natural language, trained on your own site content and knowledge base, rather than following a rigid decision-tree script. Lyro can escalate to a human agent automatically when it can’t answer or when a customer asks for one, handing off inside the same shared inbox human agents already use.

What sets Tidio apart in this category is accessibility: every plan, including its free tier, includes a real monthly allowance of Lyro AI conversations with no sales call required, making it the most approachable option here for small teams wanting to try AI support before committing budget. It currently covers written channels only — chat, messaging, and email — without voice or outbound campaign features, which is the main trade-off against the larger enterprise platforms in this category.

Ideal users

• Small businesses and solo founders who want AI support without an enterprise sales process
• Teams that want to test an AI agent for free before committing budget to it
• Ecommerce and small-to-midsize sites that mainly need written chat and email support, not voice
• Budget-conscious teams comfortable managing a separate conversation-based add-on cost

Who should avoid it

• You need voice support or outbound/proactive messaging — Lyro currently covers written, inbound conversations only
• You expect very high conversation volume and want flat, predictable pricing rather than paying per conversation block
• You need the deep, natural-language multi-step workflow tooling that enterprise platforms like Decagon or Ada offer

Key features

• Lyro AI Agent: a conversational (not rigid-flow) AI agent trained on your own content
• 50 free Lyro AI conversations included on every Tidio plan, including the free plan
• Multilingual support out of the box
• Shared inbox integration so human agents can pick up where Lyro leaves off
• Automatic escalation to a human agent when Lyro can't answer or a customer asks for one
• Visual chatbot Flows for scripted automation alongside Lyro's conversational AI

Pricing

Free — Lyro AI Agent add-on from about $32.50/month for 50 AI conversations, on top of a base Tidio plan

Every Tidio plan, including the free plan, includes 50 Lyro AI conversations per month at no charge. Beyond that, Lyro is billed as an add-on that scales with volume (roughly $32.50/month for 50 conversations, rising toward several hundred dollars a month at higher volumes). Base Tidio plans for human-agent seats and 'billable conversations' start separately, around $24/month (Starter) billed annually, with Growth, Plus, and custom Premium tiers above that.

Typical workflows

• A small ecommerce store installs Tidio's free plan, trains Lyro on its FAQ and shipping/returns policies, and lets it answer the majority of pre-sale and order-status questions, escalating anything about a specific order problem to a human.
• A growing support team upgrades from the free plan to a paid Tidio tier for more human-agent seats and 'billable conversations,' while separately scaling their Lyro AI conversation quota as automated volume grows.

Integrations

• Website live chat widget
• Shared inbox for human agent handoff
• Common ecommerce platforms (e.g. Shopify) for store and order context

Privacy & security notes

Tidio is GDPR- and CCPA-compliant and certified under the EU-US, UK, and Swiss Data Privacy Frameworks, with data stored on servers in the EEA. Conversations handled by Lyro are not used to train public or foundation AI models, and the third-party AI providers powering Lyro are contractually barred from training their own models on that data. Customers can request full deletion of conversation history and personal data ('right to be forgotten') through the dashboard.