Tidio: live chat, the Lyro AI agent, pricing and free plan limits

What Tidio does

Tidio is a customer service tool for websites and online stores. It combines four things: live chat (the widget shown on your site), ticketing, an AI agent called “Lyro” and automations called “Flows”. According to the vendor, Flows are no-code paths triggered by what the visitor does (Tidio, Lyro AI Agent page (accessed November 11, 2026)).

The vendor, founded in 2013, has two entities: Tidio LLC in San Francisco and Tidio Poland in Szczecin. Two facts on record place the tool:

• channels: Website chat widget, email, Facebook Messenger, Instagram, WhatsApp, from the free plan up source;
• integrations: "120+ integrations"; Shopify, WordPress, Zapier, Zendesk, HubSpot, Salesforce.

Tidio is not a platform where you build your agent: it is a customer service tool with an AI agent added on. To place the two families, see the guide to AI agents.

The billing unit: three separate quotas

Put plainly, three meters run side by side:

Meter	What is counted	Free plan
Billable conversations	A conversation where a human agent writes at least one message	50 a month
Lyro conversations	An interaction where the AI agent replies at least once	50, once
Flows visitors	Unique visitors served by the automations during the month	100 a month

Example: 400 conversations a month

Take a store that gets 400 conversations a month. Lyro handles 250 on its own; your agents answer the other 150.

• Human side: 150 billable conversations. The Starter plan includes 100, which is not enough; you need the Growth plan, from 250 billable conversations for $59 per month.
• AI side: 250 Lyro conversations. The published tiers are 50, 100, 150, 200, 300, 500, 750 and 1,000: you need the 300 tier. Its price grid is in the notes of this profile, further down.
• If your agents answered all 400: no Lyro quota to pay for, but 400 billable conversations, which is the second Growth tier.
• If Lyro answered all 400 alone: no billable conversation, so the free plan is enough on the human side, with the 500 Lyro tier.

The record has no rule for a conversation started by Lyro and then picked up by a person, which meets both definitions at once. If that handoff is common for you, ask the vendor.

The site’s cost calculator covers automation tools, n8n among them, not customer service tools: for Tidio, the math is done by hand, as above.

The plans in brief

• Free: permanent. At 50 billable conversations, incoming messages can no longer be viewed or handled until the monthly reset.
• Starter and Growth: self-service, with 10 seats. Growth runs from 250 to 2,000 billable conversations.
• Plus: a starting price with monthly usage added on top, signed through the sales team.
• Premium: on quote, from 3,000 Lyro conversations, with billing per resolution.

Every new project starts with a 7-day free trial of all paid features, with no credit card; at the end, the account goes back to the free plan unless you subscribe.

Three notes for reading the grid:

1. Currency. This profile gives prices in US dollars. The same amounts are displayed in euros to a visitor located in France.
2. Annual billing. The page advertises two months free; the annual prices displayed are monthly equivalents.
3. Lyro’s price. The vendor’s pages contradict each other: the Lyro page advertises a per-conversation price that matches no tier of the grid on the pricing page. This profile keeps the grid.

Hosting and data

On where data is stored, the record says: AWS servers in the EU according to the vendor; some data may be transferred to the United States source. Transfers to the United States fall under standard contractual clauses and the Data Privacy Framework, the vendor states. It advertises SOC 2 Type II, GDPR and CCPA, and says it has no HIPAA certification: a point to settle first if you handle patient data.

On support: Email; live chat reserved for the Plus and Premium plans.

AI: Lyro and Flows

Lyro answers from the support content you give it: FAQ import, FAQ and website scraping, import of Zendesk articles. On models, the record says: Claude (Anthropic) and the vendor's in-house models for Lyro. According to the vendor, Lyro understands and replies in more than 45 languages and hands over to a person.

Three things to know:

• Lyro is sold as an add-on or on its own. In the “Lyro AI Agent only” view, meant for adding it to another helpdesk, the plan is called “Core”;
• the terms include an AI fair-use clause: possible queuing or throttling when usage is very high two days in a row;
• the vendor’s pages contradict each other on the number of “Guidance” and “Smart Actions” Lyro gets: 5 and 3 according to the pricing page, 3 and 3 according to the help center for the paid versions.

MCP is not on record for Tidio.

Who it suits, and the alternatives

Tidio answers a simple need: talking to a website’s visitors, with an AI that handles the routine questions. Depending on your situation:

• you want to design the agent’s paths yourself, on a grid where AI and people share one quota: see Botpress;
• you want an agent that acts inside the team’s tools: see Lindy or Relevance AI;
• you would rather assemble the agent yourself in an automation tool: see n8n and the guide to building an AI agent.

All five tools sit on the same rows in the AI agent builder comparison.