Tidio is a customer service platform, available as a Shopify app, that lets merchants handle conversations across live chat, email, and social media, with Lyro, an AI agent that answers questions and acts on orders. The free plan includes 10 seats and 50 conversations per month. Order actions depend on the integrations, permissions, and rules you configure.
Key features
- A shared inbox for live chat, email, and connected social channels, with ticketing and mobile apps.
- Lyro answers questions using your website, uploaded knowledge, and Shopify product catalog, with handoff to a human.
- Lyro Actions can retrieve order details and perform configured tasks, such as updating a shipping address, through integrations or APIs.
- Agents can view Shopify orders and carts and share products from the inbox.
- Flows provides a visual builder for automated greetings, lead capture, and other rule-based conversations.
- Integrations include Klaviyo, Mailchimp, Zapier, Judge.me, and Zendesk.
Pricing and trial
The free plan includes 10 seats, 50 human-handled conversations per month, and Flows reaching 100 unique visitors monthly. Lyro's first 50 AI conversations are a one-time allowance, not a monthly renewal.
The Shopify listing shows Customer Service from $29/month, Flows from $29/month, and Lyro from $39/month, with a 7-day trial. These are separate products with separate usage limits. Annual billing offers lower equivalent monthly rates. Check Tidio's pricing for the combination and volume you need; all prices here are in USD.
Rating and reviews
Tidio has a 4.8/5 rating and more than 1,300 Shopify reviews at the time of this September 2026 update. Recent positive feedback praises help with repetitive questions and managing conversations. The one-, two-, and three-star reviews we checked highlight confusing plan limits, costs, and uneven support experiences. Some also report social-channel connection or widget-position issues. These are merchant reports, not issues we independently reproduced.
Pitfalls
Budget for human conversations, AI conversations, and Flows separately. Ten seats do not mean unlimited support volume, and Lyro pauses when its allowance runs out. Test AI answers, human handoffs, and any order-changing actions before relying on them. Check the widget on mobile and confirm conversation-export options if migration matters. Connected support and order workflows involve customer data, so review the privacy policy and requested permissions.
Conclusion
Tidio is a useful option for merchants who want a shared support inbox with AI and configurable automation. Its free plan suits light conversation volumes, while growing stores should price their actual usage across all three products. If you mainly need straightforward storefront chat, compare it with Shopify Inbox before paying for the broader platform.
