Tidio

Tidio is a support platform with three parts that are also sold separately. The help desk holds live chat, email, Instagram, Messenger and WhatsApp in a shared inbox with ticketing, macros and routing. Flows is the rules-based chatbot, built on a drag-and-drop canvas from ecommerce templates, triggered by visitor behaviour such as an abandoned cart. Lyro is the AI agent: it answers from uploaded FAQs, scraped site content and imported Zendesk articles, recommends products from a connected catalogue, and performs Smart Actions such as order lookups against external systems.

The vendor's own distinction between the two automation layers is worth reading before buying: Flows "follow the rules and conversational paths you set", while Lyro "uses machine learning to understand questions and draws on your support content to create detailed responses". Both are metered separately, and a buyer can subscribe to either alone.

Lyro is also sold detached from the inbox, to sit in front of Zendesk, Salesforce or another help desk through Lyro Connect. That configuration is restricted to the Plus and Premium plans.

A seat count is not the billing unit here. Every plan includes up to 10 agents and bills instead on a billable conversation, defined on the pricing FAQ as any chat, ticket, email or social conversation "that includes a message from a human agent (you)". Unanswered visitor messages and replies made only by Flows or Lyro do not count, and a thread counts once however long it runs.

Starter is $29 a month month-to-month for 100 billable conversations, or $24.17 a month billed annually, the page's annual option being stated as two months free. Growth starts at $59 monthly and $49.17 annually from 250 conversations. The toggle on that page opens in the annual position, so the first figure a visitor sees is the discounted one. Plus is "Starts at $300/mo. + monthly usage" and Premium is quoted.

Lyro conversations are a second counter, from $32.50 a month for 50, with the agent page quoting "Pay just $0.5 per conversation". Flows visitors reached are a third, from $24.17 a month for 2,000. Removing Tidio branding is an add-on at 16.67 USD a month on Growth and included above it. The Free plan is a real standing plan at $0, but its 50 Lyro conversations are a lifetime grant: "Every Tidio account starts with 50 Lyro conversations, but you need to upgrade to the Lyro AI Agent plan to refresh it monthly."

There are two documented APIs. The OpenAPI reads and writes live records: contacts, conversations, tickets, operators and product data, authenticated with a client ID and secret generated in the panel. The Analytics API is read-only and tabular, intended for a warehouse or BI tool. Plan gating differs between them: product endpoints work on any paid Lyro quota, while "All other OpenAPI endpoints are available exclusively on the Plus and Premium plans", and the Analytics API is Plus and Premium only.

The Analytics API is also exposed as a hosted MCP server at taa-mcp.data.tidio.com/mcp, with setup instructions for Claude Code, Claude Desktop, Cursor and ChatGPT. The documentation is explicit about its limits: "Read-only. These tools can only read your analytics data. They can't send messages, change settings, or modify anything in your account." Revoking the client secret in the panel disconnects every tool at once. Webhooks and a widget SDK are documented alongside, with the mobile SDK listed as a Premium feature.

The trust center records a 2026 SOC 2 Type II audit covering Security, Availability and Confidentiality, with the report available on request, plus a 2026 penetration test letter, a HECVAT Lite self-assessment and a subprocessor list. Compliance badges cover GDPR, CCPA, CPRA, the EU-US Data Privacy Framework, the EU AI Act, NIST AI RMF and the AI Pact. No ISO 27001 or ISO 42001 certificate is published. The security page adds TLS in transit, encryption at rest, hashed credentials, AWS hosting, two-factor authentication and roles and permissions.

Two gaps matter for an AI buyer. No page states whether customer conversations are used to train models: the only training sentence in the privacy policy is narrow, covering Google Workspace APIs alone. And retention is described by policy rather than by control, with personal data processed "no longer than until the account is deleted" and no customer-side retention setting documented. Data residency is similarly unaddressed, with hosting recorded only as a major cloud provider. The help center, which may hold more, is served behind a bot check and could not be read.

Tidio was founded in 2013 in Szczecin, Poland by CEO Tytus Gołas, and says it has more than 180 employees across San Francisco, Warsaw and Szczecin, backed by $25M in Series B funding. The about page names five executives. The commercial entity in the US privacy policy is Tidio LLC, which self-certifies under the EU-US Data Privacy Framework.

The site claims 300,000 businesses, a 4.6 G2 rating across more than 1,900 reviews, and a 4.8 rating on the Shopify App Store. Logos shown include Under Armour, The Body Shop, Dermalogica, Stanley and ADT. The headline performance claim, a 75% average Lyro resolution rate, is the vendor's own measurement across its customers, as are the case study figures such as $66K in attributed revenue. The company also operates adjacent products under separate brands, Ayro, Tidio Agents and Hubi AI, which are linked from its product switcher but priced elsewhere.

The fit is an ecommerce or small service business that wants chat, email and social support in one place with AI answering the repetitive part, installed on Shopify, WordPress or Wix without a developer. The conversation meter suits a team whose human reply volume is modest but whose traffic is not, since unanswered visitor messages are free.

It fits less well in three cases. A team larger than 10 agents cannot stay on a self-serve plan, since seats are capped at 10 below Plus. A buyer who needs SSO, the full OpenAPI, the Analytics API or an outside help desk behind Lyro has to reach Plus at $300 a month plus usage, or Premium with no published price at all. And a regulated buyer who needs a stated uptime figure, a documented retention control, a region choice or a written assurance on model training will not find those on the public pages and will have to ask. HIPAA and a custom-trained model are mentioned only for the bespoke agent service sold through Tidio's custom AI team, not for the self-serve product.