Tidio Review 2024: Features, Pros and Cons, Pricing

When looking for a chatbot platform for your website, Tidio is a popular option. But should you use it to create your chatbots?

In this in-depth Tidio review, I cover Tidio’s features, pros and cons, and pricing options. I will also share the ins and outs of the platform and when you should use it to create your chat automations.

Let’s dive in!

What is Tidio?

Tidio is an all-in-one customer service platform that can level up your customer support and generate more sales on your website.

Key features of Tidio are:

• Flow Builder
• Lyro AI Chatbot
• Website widget
• Unified live chat Inbox

How to use Tidio?

The first time you make an account with Tidio, you go through a step-by-step setup. I found it very useful (especially when you are just starting with chatbots):

Then, if you go to the dashboard, you automatically see the next six steps you need to do to use Tidio to its full potential:

In the dashboard, you can control your Tidio account from several tabs:

• Dashboard – This show you the latest statistics on your chatbot and tutorials on how to use Tidio
• Inbox – Tidio’s live chat
• Lyro AI Chatbot – the AI features of Tidio
• Flows – this is where your custom chatbots are created
• Campaigns – for sending out email campaigns
• Customers – all the contacts that talked with your chatbot
• Analytics – this shows the analytics of your chatbot, tickets and operators

When you get started with creating your Tidio chatbot, you can use Tidio’s flow builder:

Each flow in Tidio consists of three main parts:

1. Trigger, the event that starts the conversation (such as “visitor clicks on chat icon” or “first visit on site”)
2. Actions, what happens when the flow is triggered (like sending a message, updating fields or notifying an agent)
3. Conditions, which are “if-then” checks to personalize conversations

The flow builder is super easy to use, where you can just drag and drop elements from the right menu into the canvas.

When you’ve finished your chatbot flow, you can also test it before it publishing it:

Overall, an extremely easy-to-use interface and you can set up your chatbot in a matter of minutes!

Chatbot elements

Tidio has many elements to use in your chatbot flows:

Likewise, they also provide conditions that you can use to personalize conversations with your visitors:

What I also like is that they provide the To another Flow element, which allows you to reference other chatbot flows and you don’t have to copy-and-paste the same flows over and over again (good for scalability).

However, it also lacks some elements that could be important for you. For example, Video, Audio, Attachments, and Date Validation.

But, to my opinion, still enough elements to create your chatbot flows.

Contacts

In Tidio you can see a complete overview of all the people who interacted with your chatbot:

Moreover, when you click on one of the contact, you can see the chat they had with your chatbot on the left side and all the contact information on the right side:

From this overview, you can also see that you can add custom fields and tags to a contact. Moreover, you can also create your own user segments by using Filters in the user overview and then click on “Save as segment”.

Tidio AI Features

Tidio provides keyword/intent recognition and Lyro, an AI feature that trains your chatbot on your own data, such as your website and documents.

Keyword/Intent recognition

At the beginning of a chatbot in Tidio, you can select the “Visitor says” trigger. Here, you can input several training phrases for that chatbot flow:

Then, based on those inputs, the AI of the chatbot will train itself and you can create an appropriate response.

Lyro AI Chatbot by Tidio

Tidio has integrations with Claude. Tidio’s AI chatbot, named Lyro, is powered by Claude and utilizes Tidio’s in-house AI mechanisms to enhance customer service operations.

With Lyro, you can train your chatbot on your own data, such as your website, questions and answers, documents and by adding text:

Then, Lyro can automatically answer questions about them within minutes:

Additionally, when Lyro doesn’t know the answer to a question, you can also let it hand-off the conversation to an agent or automatically create a ticket:

Likewise, you can also set up Lyro tasks. With Tasks, Lyro can automate tasks for you, such as checking order statuses or giving discounts to customers.

I think Lyro is great because it allows you to set up an AI chatbot in a matter of minutes.

The only drawback of using Lyro is that it cannot be used together with Tidio Flows. For example, if you asks a question inside a chatbot flow and the user responds with an unforeseen answer, you want to send that answer to Lyro. But that is not possible, because Lyro is a stand-alone thing and cannot be used together with the flow builder.

Live Chat

Tidio has a built-in live chat, which allows you to hand-off the conversation to a live chat agent:

Tidio also allows you to set up rules so that conversations get automatically assigned to agents in live chat.

Channels

With Tidio, you can create your chatbot for websites, Facebook Messenger, Instagram and WhatsApp.

Moreover, you can also connect your email inbox to Tidio and handle these from the Tidio platform.

This allows you to create an omnichannel experience, at least for websites, Facebook Messenger, Instagram, WhatsApp and Email.

Marketing

Tidio’s marketing possibilities are mainly focused on websites. First, you can create a website widget and adjust to the styling of your website:

Next, you can set different website triggers that start a conversation:

Moreover, you can also set these additional triggers for conversations:

And you can create your own landing pages with Tidio.

So for websites, they have pretty good marketing possibilities.

Unfortunately, Tidio doesn’t provide any marketing possibilities for Facebook Messenger, Instagram and WhatsApp.

Tidio’s Integrations

Tidio offers a wide range of integrations with various applications across different categories, including eCommerce (e.g. Shopify, WooCommerce), email marketing (e.g. Mailchimp, Omnisend), CRMs (e.g. Zendesk, Pipedrive), and more.

Moreover, they have a Zapier integration that allows you to connect to almost any software application on earth.

Additionally, you can trigger custom Tidio events on your website by using the Tidio API.

Tidio Pricing

Tidio has a free plan. They also have multiple paid plans (starting at $33/month).

Each of these plans is for a separate use case and you can also combine them to tailor Tidio to your needs.

Tidio’s Free Plan

Tidio has a free plan that gives you access to the basic features of Tidio.

The free plan includes 50 conversations with live chat / tickets, 50 Lyro conversations, 100 reached visitors with your chatbot and 500 emails per month.

This allows you to test all the features of the Tidio platform and decide whether it’s the right platform for you.

Tidio Customer Service Pricing

If you want to scale up your customer service, you can go with a paid Customer Service plan.

The Starter plan costs $33/month and gives you access to 100 conversations via live chat/tickets, basic analytics, a live visitors list, operating hours and live chat support.

If you want more live chat conversations, you can go with the Growth plan which starts at $66/month. This plan comes with 250 conversations (and scales up if you want more), advanced analytics, Tidio power features and permissions:

Tidio Lyro AI Agent Pricing

Tidio also provides the Lyro AI plan. It costs $44 per month and gives you 50 Lyro conversations (scales as you go), a website scraper, Lyro tasks, and live chat support.

If that’s not enough, you need to go with the Tidio+ plan, which is a custom plan designed for your needs and starts at $827 per month.

Tidio Flows Pricing

If you want to get ahead with using chatbots, you can use the Flows plan which costs $33 per month. This plan comes with 2000 reached visitors (scales as you go), automation analytics and the visual chatbot builder.

Analytics

Tidio offers robust capabilities to monitor user behavior and interactions on your website. You can set up triggers to track specific actions.

It also has agent analytics to help businesses optimize their customer support operations.

Tidio provides 4 dashboards that you can use to analyze your chatbot.

First, you can see the analytics per chatbot flow:

Secondly, there is one dashboard with live chat operator information:

Then, there is one dashboard with the number of messages sent:

And ultimately, you can see the number of leads collected:

Additionally, you can also see how well the Lyro AI Chatbot is performing. So it shows the answer rate, how many conversations were transferred to operators and how much time was saved by using Lyro:

And you also get Suggestions, which are the questions people asked and Lyro didn’t know an answer to:

I think these analytics give you a general idea of how well your chatbot is performing. And the Lyro analytics also help you with improving the answers of your chatbot.

But one drawback of Tidio is it doesn’t have flow analytics, so it’s very hard to improve specific parts of your chatbot flows.

Tidio Templates

Tidio provides 40 templates that you can use to easily create your chatbot flows.

Unfortunately, it is not possible to create these templates yourself and share these with others.

Support

Tidio provides video tutorials on Youtube and has an extensive knowledge base.

Moreover, they provide customer support via email and live chat.

Is Tidio Worth It?

So, would I use Tidio to build my chatbots?

Yes, I would.

Tidio is perfect for small and medium businesses looking for a website chatbot with live chat and AI features.

The Tidio platform is extremely easy to use, allowing you to make a chatbot in a matter of minutes. You can also forward conversations to your live chat agents and automatically answer questions by using the Lyrio AI Chatbot. And you can also use Tidio to proactively send messages to visitors on your website.

Tidio has a free plan and multiple plans (starting at €29/month), allowing you to perfectly tailor your needs to the features of Tidio.

If you are interested in using Tidio, you can get a 20% discount on your Tidio plan by using the button below:

Go to Tidio

But there are also some drawbacks of Tidio:

• No marketing possibilities for Facebook, Instagram and WhatsApp
• You cannot use Lyro and Flows together
• Cannot integrate with other applications without using Zapier
• No Flow Analytics

Frequently Asked Questions

What is Tidio used for?

Tidio is used for leveling up your customer support and can help you generate more sales.

With Tidio, you can automatically reply to customer’s questions, send personalized messages to increase website conversion & live chat with your customers.

Does the Tidio chatbot use AI?

Tidio offers an conversational AI bot called Lyro. With Lyro, you can train your chatbot on your own data, like your website and documents. Then, it can automatically answer questions about that with customers.

Likewise, Lyro can also automate tasks, such as checking order statuses and giving discounts.

Does Tidio have an integration with Google Sheets?

No, Tidio doesn’t have an integration with Google Sheets.

If you want to connect Tidio to Google Sheets, you should use Zapier.

Is Lyro by Tidio available for free?

You get 50 free Lyro conversations on each Tidio plan. If you need more, you need to pay for the Lyro AI Plan, which starts at €39/month.

Is Tidio legit?

Yes, Tidio is legit. It is used by many small and medium businesses to generate more sales and level up their customer support.

Tidio has over 1500 reviews on G2 (rating 4.5 out of 5) and 450 reviews on GetApp.com (rating 4.7 out of 5).