Tidio: AI Chatbot & Live Chat

This app has been a total game changer for our business. Connecting with customers in real time has helped us close three times more sales. The built-in tools make it easy to see exactly which pages customers are viewing, so we can jump in at the right moment. Even when we’re away, the offline features let us keep things running smoothly—whether we’re taking a quick break or a half day off.

Tidio has been a huge step in our Customer Support expansion. We are now able to keep up with our C/S tickets so much faster and keep our customers happy with a much smaller C/S team. Lyro handles 70-80% of the Chat tickets, so those are conversations we never even have to touch. The more we "teach" Lyro, the more tickets it can handle. I appreciate the simple system built in for us to review Lyro's responses and learning platform.

Its good, but actually more complicated with more features than I need. It requires a plan upgrade to get detailed info. on visitors, and to change the name of the Bot. but as far as stability and operation the program is stable and works as expected.

Its good and works great. It needs fine tuning but that is on me. Lots of work but I wish it was able to update knowledge easier like chatGPT. Waiting for the tone update so I can change how LYRO talks. Also communication and handoff of Flow/Lyro either way can be tricky.

The platform is very user friendly and the lyro email suggestions are very helpful. We haven't used the AI chatbot much but it's pretty good. The platform could be a bit more customizable but they seem to be adding that soon and are open to suggestions on how to update their app. Really nice so far!

I have been using Tidio for some months now. The Lyro AI bot is very good for when you need extra help and don't have the capacity for extra agents to handle chats. I have recently updated our flows to make chats more proactive so I expect us to be using Tidio more and more!

Recommended to businesses of all sizes.

The app is great for consolidating all of your messages and communication. However, there was a connection error with my instagram account and then my Facebook messenger app. Neither will reconnect.

Additionally, I paid to have the feature of being able to send products directly to the customer from the dashboard, but no such feature exists from what I can tell.

Rarely do I compare 2 brands because I know some apps can fit a company's needs in different ways. But let me say if you are looking for an alternative to Live Chat, this offered us way more functionality for a fraction of the cost. There are some shortcomings- like the ticket system is convoluted, and chats don't always refresh so customers or agents can miss a reply. The widget also does not refresh if a customer is in your chat right before close and then you close, they may still be able to enter chat with nobody there. But we created a workaround for that. Overall we are very satisfied!

Tidio Chat offers a decent chat experience and works nicely even on the free version. We personally love preview options and where people are at on the site and engaging in conversation with them. (those two things are only available on the premium version though, which, is disheartening) However, know this, over the years it's gotten more invasive (loads of chat notifications to use AI, ai jumping into your chat, (it takes up space and i just don't want it there), I hate it, but worst than all those they added a limit to the number of conversations you can have per month :'( which was NOT there when we started and went through the beginnings together. (loyalty should be worth something) When companies make features that were free not free, limit what was not limited, invade when there was no invasion upon your initial customers == shame and sad experiences. A betrayal of their own honor. There should be some form of compensation on those that were 'in it from the beginning' so to speak. We got in way before ai and watched this all change. Cheers.

Update: Tidio crew reached out and introduced a legacy version that simulates the earlier agreement. If this applies to you, we recommend talking to them about it and they will take care of it for you. <3

Tidio Review (Post-Zendesk Migration)
After years on Zendesk, we transitioned to Tidio — and the difference is immediate and impactful.

What We Love
Pricing for Teams: Tidio scales far more affordably than Zendesk, especially with multiple agents. You're not nickel-and-dimed for every add-on or seat, which makes it a budget-friendly choice for growing teams.

UX/UI That Actually Works: Zendesk felt clunky and outdated. Tidio offers a sleek, modern interface that’s intuitive from day one. Our agents adapted quickly with minimal training.

Speed Matters: Tidio is fast. There’s no lag loading tickets, switching views, or handling chats. Compared to Zendesk’s sluggish performance, Tidio feels like a true upgrade.

Easy Setup: Installation was painless. We had it live on our site and integrated with Shopify and email routing within hours.

Contact Sync + Tagging: Contacts import cleanly, and tag management is streamlined. It's easy to segment customers and trigger specific flows based on behavior or support needs.

Workflows & Tasks = No Extra Cost: Tidio’s built-in automation handles what we used to pay extra for in Zendesk Flows. You can build after-hours replies, keyword escalations, and chatbot routing without touching code or paying for extras.

AI-Powered Canned Responses: No more manually managing macros. Uploading data directly to power the AI makes response handling faster and smarter — freeing agents to focus on high-value interactions.

What We’d Like to See Improved
Ticket Import/Export: There’s no native way to import old ticket history or export conversations. Having even basic import/export features would ease migrations and record-keeping.

Snooze Feature: Zendesk allowed us to snooze tickets — temporarily removing them from the queue until a set time. Tidio lacks this, and it’s one feature we miss for follow-ups and reminders. We use Ticket tags and per time frame Workflows in the mean time.