When the edge starts failing, say so in chat before the complaints arrive.
Get more done with Tidio and Kafka integration
Turn Kafka events like orders, payments and failures into context inside Tidio conversations.
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Integration availability depends on your Tidio plan.
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Category
API
Integration availability depends on your Tidio plan.
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Use cases
What you can do with Tidio and Kafka
Answer order questions from the log
The Kafka event for an accepted order reaches the agent, so the answer is the same one the fulfillment system would give.
Catch failed payments early
A payment failure event can open a conversation before the customer notices, with the reason already attached.
Escalate incidents with facts
Error and threshold events from Kafka arrive in support, so agents tell customers what is happening rather than guessing.
Hand requests back to services
A confirmed cancellation or address change can be published onto a topic for the service that owns it.
Overview
Kafka carries the events your systems already agree on: an order placed, a payment failed, a shipment scanned. Support asks about the same three things all day. A small consumer can read the topics that matter and post to the Tidio API, so the agent sees what happened without asking an engineer to check. Kafka stays the log of record. Tidio reads a filtered slice of it and can hand a request back onto a topic.
Key features
- Topic events in the conversation A consumer reads the topics you pick and posts the event to Tidio.
- Filter before it reaches agents Send order and payment events, not the whole firehose.
- Kafka stays the log Nothing is rewritten. Tidio reads events and can publish a request back.
- Replay for context Reading from an offset lets you rebuild what a customer saw earlier.
Kafka
API
Tags
Custom Integration
Workflow Automation
How it works
Connect Kafka in minutes
1
Connect Kafka and Tidio
A consumer reads your Kafka topics and posts to the Tidio API, or a webhook bridge carries events across.
2
Pick the topics that matter
Support needs order, payment and shipping events. Leave internal chatter out of the conversation.
3
Keep Kafka authoritative
The log stays the record. Tidio shows the event and can publish a request back onto a topic.
Discover more integrations
All Integrations
Turn an alarm into a message to customers, and conversation volume into a metric.
Start the chat with the signed-in user already identified, and act on their account safely.
Stream conversation events into the pipeline the rest of your data already flows through.
Run your own code on a conversation and send the answer back into the chat.
Keep transcripts and the files customers send where the rest of your data lives.
Looking for customer service automation that fits your business?
We build custom API integrations to streamline your most important workflows.
Frequently asked questions
Common questions about the Kafka integration
Do we need an engineer to connect Kafka to Tidio?
Yes, for the consumer. Kafka is not a hosted app with a form to fill in, so someone has to run a small service that reads the topics you care about and posts to the Tidio API. It is a short piece of work, and after that the mapping between topics and what agents see is configuration rather than code.
Will this flood agents with events?
Only if you send everything. Choose a handful of topics and event types, key them on order or customer ID, and drop anything support cannot act on. Most teams start with order accepted, payment failed and shipment dispatched, then add more once they see what customers ask about.
Is the Kafka integration available on my plan?
Availability depends on the Tidio plan you are on. Compare plans to see which plan covers the Kafka integration.