Tidio Review 2024: 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 conversations to your live chat agents and automatically answer questions by using the built-in AI (called Lyro). 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.

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 in Flow Builder
  • Cannot integrate with other applications without Zapier
  • Minimal analytics
tidio-logo
Go to Tidio
4.0
Plans cost
€29 to €398
Introductory offer
Free plan up to 100 reached visitors
Standout features
Ease of use, Flow Builder, Live Chat, AI

 

How to use Tidio?

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

tidio-setup

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

tidio-dashboard

In Tidio, you can create multiple chatbots. Then you can see all your chatbots in one overview grouped per job (such as “Increasing Sales”):

Overview of your chatbots in Tidio

You could see one chatbot in Tidio as one specific chatbot automation. When you create your chat automation, Tidio makes use of a Flow Builder:

tidio-interface

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

Each automation in Tidio starts with a trigger, which is the event that starts the conversation. For example, an event is a visitor clicking on the chat bubble on your website.

Then, you can add several actions to your flow, such as sending a message, notifying agents or using conditions (to create personalized conversations).

If you think you’ve finished your chatbot flow, you can also test your chatbot before it actually goes live:

tidio-test-chatbot

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

Visual Flow Builder
Create chatbot dialogs with a visual flow builder.
Test chatbot
Is it possible to test the chatbot before putting your new flows or changes live?
Easy to use?
Is the chatbot platform easy-to-use?
Easy to setup a chatbot?
Is it easy to set up your chatbot with this chatbot platform?

Chatbot elements

Tidio has many elements to use in your chatbot flows:

tidio-chatbot-elements

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

tidio-conditions

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

However, it does lack some elements that could be important for you, such as Video, Audio, Attachments and Date Validation.

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

Delays
Use delays between messages in your chatbot
Images
Can you send images via your chatbot?
Video
Can you send video via your chatbot?
Audio
Can you send audio via your chatbot?
Attachments
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.
Vertical List
Show a vertical list of items inside your chatbot
Emoji's
Can you use emojis inside your chatbot?
Persistent menu
Can you add a persistent menu to your chatbot?
Quick replies
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?
User Input
Can chatbot users freely type text to your chatbot whenever they want to?
Location Sharing
Can users share their location inside the chatbot?
Email validation
When a chatbot user gives their email, can the platform validate it's a correct email address?
Phone number validation
When a chatbot user gives their phone number, can the platform validate it's a correct phone number?
Date validation
When a chatbot user gives a date, can the platform validate it's a correct date?

Contacts

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

tidio-user-overview

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:

tidio-user-chat

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”.

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?

Messages

Unfortunately, it is not possible to send broadcasts and sequences with Tidio. For websites this doesn’t matter much, but it is a drawback for Facebook, Instagram and WhatsApp.

Next, you can also create a chatbot in multiple languages, but it is not easy to translate your chatbot (you need to make a lot of conditions where you condition on the language the user has…)

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
Conditions
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.
Multiple languages
Is it possible to create a chatbot in multiple languages?
Easy to translate
Can you translate text to other languages without using a third-party platform and without creating duplicate flows?

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:

tidio-ai-nlp

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

Lyro AI Chatbot with Tidio

Additionally, Tidio also provides the Lyro AI Chatbot. With Lyro, you can train your chatbot on your own custom data, including your website, questions and answers, documents and by adding text:

Adding knowledge to Lyro in Tidio

Then, Lyro can train itself on your data and can automatically answer questions about them within minutes:

Lyro Playground in Tidio

I think this 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 you can not set up a conversational flow after it gives an answer. Because what you should do is after Lyro gives an answer, you should ask “Did this answer your question?” (because the AI can give a wrong answer). Unfortunately, this is not possible, because Lyro is a stand-alone thing and cannot be used in Tidio’s flow builder.

Keywords
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.
Dialogflow
Does the chatbot platform provide a direct integration with Google's AI Platform?

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?
Skype
Can you publish your chatbot on Skype?
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?

Tidio’s Live Chat and Integrations

Tidio has a built-in live chat, which is the most important integration of any chatbot platform:

Livechat of Tidio

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

Unfortunately, they don’t provide any other direct integrations and it is also not possible to create your own API calls.

On the other hand, Tidio provides an API that you can use to trigger custom Tidio events on your website.

Livechat integration
Direct integration with live chat, either via a built-in live chat functionality or a third-party live chat platform.
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.
Google sheets
Direct integration with Google Sheets, to store or retrieve data from sheets.
Make API Calls
Can you call an API inside your chatbot flow to send or get data from other applications?

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 any marketing possibilities for Facebook Messenger, Instagram and WhatsApp.

Facebook website widget
Embed your chatbot as a Facebook Widget on your website.
Native website widget
Embed your chatbot as a native widget (your own branding & colors) on your website.
Landing pages
Can you create a simple landing page to drive users to your chatbot?
One-Time Notification
Send one-time 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
Button creator
Add a button to your website to drive users to your chatbot
Custom URLs
Generate a simple URL that can be shared anywhere to send users to your chatbot

Tidio Pricing

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

Each of these plans is for a separate use case, so I will cover them one by one.

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 €29/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 €59/month. This plan comes with 250 conversations (and scales up if you want more), advanced analytics, Tidio power features and permissions:

Customer service pricing plans of Tidio

Tidio Lyro AI Agent Pricing

Tidio also provides the Lyro AI plan, which costs €39 per month and gives you 50 Lyro conversations (scales as you go), a website scraper, Lyro tasks and live chat support:

Lyro AI Pricing of Tidio

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 €398 per month.

Tidio Chatbots Pricing

If you want to get ahead with using chatbots, you can use the Chatbots plan which costs €29 per month. This plan comes with 2000 reached visitors (scales as you go), automation analytics and the visual chatbot builder.

Chatbot pricing plans of Tidio

Tidio Email Marketing Pricing

Likewise, Tidio also has an email marketing plan that starts at €10/month and gives you access to 2500 emails (scales as you go), contact list segmentation and email analytics:

Email marketing pricing plans of Tidio

You can also combine all the plans. This allows you to create your own customized Tidio plan, perfectly tailored to your needs.

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 for creating a chatbot on this platform?
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 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

These analytics give you an idea of how well your chatbot is performing, but it does not give you in-depth information on how you can improve specific parts of your chatbot.

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.
Custom dashboards/reports
Can you create your own dashboard or reports?

eCommerce

Tidio provides a direct integration with Shopify where you can:

  • Check the order status
  • Look up the stock of a product
  • Respond to questions about delivery location

Moreover, if the visitor leaves the cart page on your website, you can automatically let the chatbot send a pop-up to the user.

Payments
Collect payments inside your chatbot
Shopify
Direct integration with Shopify to get products, order information and cart data.
WooCommerce
Direct integration with WooCommerce to get products, order information and cart data.
Buy directly within chatbot
Ability for chatbot users to buy products or services directly from a chatbot
Cart abandonment
Trigger messages in the chatbot when a user abandons their cart on a website or inside the chatbot

Templates & Cloning

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.

But, you can duplicate your chatbot flows and chatbot elements, so you can easily reuse them.

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?
Duplicate chatbot flows
Is it possible to duplicate chatbot flows, so you can easily reuse them?
Duplicate chatbot elements
Is it possible to duplicate chatbot elements, so you can easily reuse them?

Optimization

Unfortunately, it is not possible to do any optimization with Tidio, such as A/B Testing.

A/B Testing
Can you optimize your chatbot flows by performing A/B tests?

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?

Conclusion

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 built-in AI (called Lyro). 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 into the flow builder
  • Cannot integrate with other applications without using Zapier
  • Minimal analytics

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