Tidio Review 2025: Features, Pros and Cons, Pricing

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By Joren Wouters Updated on

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!

Our Verdict

Our Verdict

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 chats to your agents. The built-in AI (called Lyro) can auto-answer questions. Plus, you can use Tidio to proactively send messages to visitors on your website.

Tidio has a free plan and paid plans starting at $29/month. You can perfectly match your needs to Tidio’s features.

Pros

  • Easy-to-use flow builder
  • Add unlimited custom fields and tags
  • Use conditions in your chatbot flows
  • Publish a chatbot on websites, Facebook, Instagram and WhatsApp
  • Built-in Live Chat
  • Built-in AI Features (Lyro)

Cons

  • No marketing possibilities on Facebook, Instagram and WhatsApp
  • Cannot use Lyro and Flows together
  • Cannot integrate with other applications without Zapier
  • No Flow Analytics
Tidio logo
Go to Tidio
4.0
Plans cost
$29 to $2999
Introductory offer
Free plan up to 100 reached visitors
Standout features
Ease of use, Flow Builder, Live Chat, AI

What is Tidio?

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

Home page of Tidio

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):

tidio-setup

Then, if you go to the dashboard, you automatically see the next six steps to fully use Tidio’s potential:

tidio-dashboard

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

  • Dashboard – This show you the latest statistics on your Tidio 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:

tidio-interface

Each flow in Tidio consists of three main parts:

  1. Trigger: the event that starts the conversation (e.g., “visitor clicks on chat icon” or “first visit on site”)
  2. Actions: what happens when the flow is triggered. This includes sending a message, updating fields, or notifying an agent.
  3. Conditions: “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 Tidio chatbot flow, you can also test it before it publishing it:

tidio-test-chatbot

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

Flow Builder
Create chatbot dialogs with a visual flow builder.
Ease of use
How easy is it to use the platform? On a scale of 1 to 5.
4.5
Ease of setup
How easy is it to set up your chatbot? On a scale of 1 to 5.
4
Test chatbot
Is it possible to test the chatbot before putting your new flows or changes live?

Chatbot elements

Tidio has many elements to use in your chatbot flows:

tidio-chatbot-elements

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

tidio-conditions

I also like that they provide the To another Flow element. It lets you reference other chatbot flows. You don’t have to copy and paste the same flows over and over again, which is great 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.

Image
Can you send images via your chatbot?
Video
Can you send video via your chatbot?
Audio
Can you send audio via your chatbot?
Attachment
Can you send attachments via your chatbot?
Gallery (Horizontal List)
Show a gallery of cards inside your chatbot. A card consists of an image, title, subtitle and button.
Quick reply
Can you add quick replies to your chatbot where users can click on?
Button
Can you add buttons to your chatbot where users can click on?
Collect User Input
Can you collect input from users and store it in fields?
Condition
Make checks in your chatbot flow based on if-then logic. For example, if the user has not given their email, ask for their email.
Delay
Use delays between messages in your chatbot
Start automation
Can you refer from one automation to another and thereby reuse your automations?
Split traffic
Can you split your trafic inside a chatbot flow? Often used for A/B testing.

Contacts

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

tidio-user-overview

And, clicking on a contact shows their chat with your chatbot on the left and their contact info on the right.

tidio-user-chat

From this overview, you can also see that you can add custom fields and tags to a contact. Likewise, you can create user segments. To create a segment, you can simply filter on users and click on Save as segment.

Contacts overview
Can you see all the contacts that talked to your chatbot in one overview?
Custom field
Store information from your chatbot users inside fields. For example, you can ask for someone's email and store it inside the "email" custom field.
Tags
Add tags to users in your chatbot flows to organize and categorize contacts.
User Segments
Can you create user segments based on custom fields and tags?

Tidio AI Features

Tidio AI feature is called Lyro, and it trains your chatbot on your own data, such as your website and documents. Also, Tidio provides keyword and intent recognition.

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:

tidio-ai-nlp

The chatbot’s AI will train itself on those phrases. Then, you can create a flow on how to reply to that question.

Lyro AI Chatbot by Tidio

Tidio’s AI chatbot, Lyro, is powered by Claude. It uses Tidio’s in-house AI mechanisms to improve customer service.

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

Adding knowledge to Lyro in Tidio

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

Lyro Playground in Tidio

And, if Lyro doesn’t know the answer, you can let it hand off the conversation to an agent or create a ticket.

Lyro Conversation Handoff settings in Tidio

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 ask a question inside a chatbot flow and the user gives an unforeseen answer, you want to send that to Lyro. But that is not possible. Lyro is a stand-alone thing and it cannot be used with the flow builder.

Keyword recognition
Trigger chatbot flow based on certain words or phrases a user says to the chatbot.
Intents
Trigger a chatbot flow by understanding the intent of the user.
Entities
Capture specific information from sentences. For example, if a user says "veggie pizza", the chatbot can understand it's not a regular pizza, but a veggie pizza.
AI Knowledge Base
Can you train your chatbot on a knowledge base (like your website or articles) and then your chatbot automatically answer questions about it?
NLP integrations
Does it have a direct integration with NLP platforms, such as Dialogflow?
LLM integrations
Does it have a direct integration with LLM platforms, such as ChatGPT and Claude?

Live Chat

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

Livechat of Tidio

Tidio also lets you set rules to auto-assign conversations to agents in live chat.

Built-in live chat
Does it have a built-in live chat, so you can hand over a conversation to a support agent?
Live chat integration
Does it have a direct integration with a third-party livechat application?
Auto-Assignment Rules
Can you set up rules so that conversations get automatically assigned to agents in livechat?

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.

Website
Can you publish your chatbot on your website?
Facebook
Can you publish your chatbot on Facebook?
Instagram
Can you publish your chatbot on Instagram?
Whatsapp
Can you publish your chatbot on WhatsApp?
Telegram
Can you publish your chatbot on Telegram?
SMS
Can you publish your chatbot on SMS?
Slack
Can you publish your chatbot on Slack?
Email
Can you publish your chatbot on email?
Merge contacts across channels
Can you merge contacts across channels, when the same person contacts you over multiple channels?

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:

tidio-website-widget

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

tidio-website-triggers

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

tidio-triggers-other

And you can create your own landing pages with Tidio.

So for websites, they have pretty good marketing possibilities.

Unfortunately, Tidio doesn’t provide marketing possibilities on Messenger, Instagram, or WhatsApp.

Broadcasts
Send a message to all or a part of your chatbot users at a specific date and time
Sequences
Send messages on a pre-defined schedule with a certain time interval between those messages
Rules
Trigger events based on if-then logic. For example, if email is given by the user, send it to your CRM.
Website widget
Embed your chatbot as a widget on your website (with your own branding & colors).
Send proactive messages on website
Can you send pro-active messages on your website with your chatbot?
Facebook Ref URL
Can you create a URL that goes to a specific flow inside your Facebook chatbot?
Auto-Reply to Facebook Comments
Automatically reply with your chatbot to users who comment on your Facebook Posts
One-Time Notification
Send one-time notifications via Facebook Messenger for a topic that a chatbot user has opted-in for
Recurring Notifications
Send recurring notifications via Facebook Messenger for a topic that a chatbot user has opted-in for
Facebook Ads
Start a conversation with your chatbot when someone clicks on a Facebook Ad
Sponsored messages
Send paid messages via Facebook Messenger outside the 24-hour window
Auto-Reply to Instagram Comments
Automatically reply with your chatbot to users who comment on your Instagram Posts
Instagram Story Mention Reply
Send auto replies to Instagram users who mention your Instagram handle in their Instagram Stories
WhatsApp Message Templates
Can you initiate conversations with Message Templates on WhatsApp?

Tidio’s Integrations

Tidio has many integrations with various apps. They include:

  • eCommerce (e.g. Shopify, WooCommerce)
  • Email marketing (e.g. Mailchimp, Omnisend)
  • CRMs (e.g. Zendesk, Pipedrive)

Plus, they have a Zapier integration. It lets you connect to almost any software on earth.

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

Direct integrations
How many direct integrations does it have with other applications?
11-50
Zapier
Direct integration with Zapier, one of the largest integration platforms in the world.
Make
Direct integration with Make (formerly Integromat), one of the largest integration platforms in the world.
Make API Calls
Can you call an API inside your chatbot flow to send or get data from other applications?
Webhooks
Can the platform send automatic notifications of all the messages and events going on in your chatbot?

Tidio Pricing

Tidio has a free plan and several paid plans (starting at $29/month).

Each of these plans is for a separate use case and you can 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
  • 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 $29/month and gives you:

  • Access to 100 conversations via live chat/tickets
  • Basic analytics
  • A live visitors list
  • Operating hours
  • Live chat support

If you want more live chat conversations, you can go with the Growth plan which starts at $59/month. This plan includes:

  • 2000 conversations (and scales up if you want more)
  • Advanced analytics
  • Tidio’s power features
  • No Tidio branding add-on
  • Permissions

Tidio Pricing

Tidio Lyro AI Agent Pricing

If you want access to Lyro (Tidio’s AI Chatbot), you need to buy the Lyro plan. This starts at $39/month and comes with 50 conversations. The price goes up with the number of conversations. For example, 200 conversations cost $140 per month.

Tidio Lyro Pricing

If that’s not enough, you need the Tidio Plus plan. It’s a custom plan, designed for your needs, starting at $749 a month.

Tidio Flows Pricing

If you want to create chatbot flows, you must buy the Flows plan starting at $29/month This plan comes with:

  • 2000 reached visitors (scales as you go)
  • Automated conversation pathways
  • Less support volume
  • Giving your audience relevant offers

Tidio Flows Pricing

Free trial
Does the chatbot platform provide a free trial?
Free plan
Does the chatbot platform provide a free plan?
Price per month
What is the lowest price per month to create a chatbot with this platform? In US Dollars.
$29
Monthly pricing available?
Is it possible to pay monthly?
Money back guarantee
Is there a money-back guarantee in case you are not satisfied with the platform?

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:

tidio-analytics-chatbot-flow

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

tidio-analytics-operators

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

tidio-analytics-chats

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

tidio-analytics-leads

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:

Analytics of Lyro AI in Tidio

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

Suggestions by Lyrio AI in Tidio

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.

One drawback of Tidio is it lacks flow analytics. So, it’s hard to improve specific parts of your chatbot flows.

Dashboard
Dashboard that provides general analytics of your chatbot.
Flow analytics
Can you analyze how users are going through your chatbot flows?
User input
Get the input from users that your chatbot didn't understand.
Sent messages
The number of messages that were sent by your chatbot.
Open rate
The percentage of chatbot users that opened a message inside your chatbot.
Click rate
The percentage of chatbot users that click on a button inside your chatbot.
Conversion rate
The percentage of users that converted through your chatbot. For example, the percentage of users that gave their email address
Fall back rate
The percentage of interactions where the chatbot did not know an answer to a question.
Agent analytics
Can you analyze the performance of live chat agents?
Custom event tracking
Can you create custom events and analyze how many times these happened?
Custom dashboards/reports
Can you create your own dashboard or reports?

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.

Number of templates
How many pre-built templates does the chatbot platform provide?
40
Make template
Can you make templates yourself?
Share template
Can you share self-created templates 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.

Tutorials
Does the chatbot platform provide tutorials on how to use its platform?
Documentation
Does the chatbot platform provide documentation on how to use its platform?
Customer support
Does the chatbot platform provide customer support?

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 Tidio chat agents and automatically answer questions by using the Lyro AI Chatbot. And you can also use Tidio to proactively send messages to visitors on your website.

Tidio has a free plan and paid plans starting at €29/month. You can perfectly match your needs to Tidio’s features.

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.

What is Tidio pricing?

Tidio chatbot pricing includes a free plan, as well as several paid plans (starting at $29/month).

Each of these plans has a specific use case. You can also combine them to fit your needs.

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 reviews are mostly positive. The platform has over 1500 reviews on G2 (rating 4.5 out of 5) and 450 reviews on GetApp.com (rating 4.7 out of 5).

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