We know that learning to use a new service or product can be challenging in many ways, especially when lots of new vocabulary is a part of the learning curve. That’s why we’ve prepared this glossary to help you get familiar with the words and phrases that commonly appear while using Tidio.
Below is an alphabetical list of the most relevant terms – click on an item from the list to see a description.
When someone wants to use Tidio (install it on a website, like an online store), they need to register an account. This can be done on our homepage (or simply by installing the Tidio plugin/app on your platform) and requires a valid email address that will be used as a login.
An action is a kind of node that instructs the chatbot to perform a single specific task (like sending a chat message or asking a question).
The admin panel is the control centre for your Tidio account. That’s where you log in to reply to incoming messages, configure your settings, appearance, chatbots, etc.
In Tidio, automation is an old term we used for chatbots.
An avatar is tiny picture that represents an operator or visitor. While an operator’s avatar needs to be uploaded by that particular operator inside your admin panel, a visitor’s avatar is simply the first letter (or digit) of that particular visitor’s ID.
(admin panel section)
The Channels section is an important part of your Tidio admin panel; it lets you configure your live chat widget, Messenger integration, email forwarding, and Chat Page feature. Go to Channels if you want to set up your widget’s appearance, online/offline status message, position, language, among other things.
(note: if you are using Tidio on Wix, your widget’s appearance settings won’t be available here; you’ll need to configure that in your Wix Editor)
A chat is colloquial term for a conversation. A chat consists of individual messages exchanged between a visitor and an operator. A visitor uses the chat widget to send their messages, while an operator receives the incoming messages inside the Tidio app.
A chatbot is a computer program that can simulate a natural conversation with a visitor. Basically, it’s an automatic message (or a set of messages) that can be sent to visitors on your website, like a greeting, a special message for a particular, or even a complex interactive bot that can answer queries, ask questions, and collect data.
Chatbots is the name of one the paid upgrades (the other upgrade we have is Communicator). It lifts one essential limitation of your Tidio account: by default, your chatbots can only be used 100 times per month by your visitors. This limitation resets every 30 days (counting from the day you activated Tidio). If your website traffic requires more chatbot uses, consider purchasing the Chatbots upgrade.
Communicator is the name of one of the paid upgrades (the other upgrade we have is Chatbots). The Communicator upgrade gives you several additional features, like the live Visitors list, the Viewed Pages history of each visitor, and the Live Typing preview. It also allows you to get more operators to handle chats with your visitors, if the default 3 operator seats aren’t enough.
A condition is a type of node that can be used in chatbots. It’s a kind of filter that lets your bot carry out two different actions depending on the condition’s outcome (“yes” or “no”). For example, you can use the Country condition and have it check if the visitor’s country is France; if the outcome is “yes,” then the bot can carry out a specified action (and if the outcome is “no,” the bot can carry out a different action, or do nothing).
Each chatbot is composed of different nodes that need to be connected; the connection lines are what connects the nodes, so that they can work together logically.
Contact Properties are items of data you can assign to your visitors through the use of chatbots (or manually, during a chat); these properties can be personal data (name, country, email), preferences (favourite colour, brand), or any number of custom properties you create. They can help you create your visitors’ profiles, sort your contacts list, and personalise chats (and chatbots!).
(admin panel section)
Whenever a visitor provides some personal data like an email, name, or phone number, they are stored as a contact in your Tidio admin panel. The Contacts list allows you to browse, sort, and export these contacts, and includes all the data collected for each visitor.
(admin panel section)
The Dashboard is one of the sections in the admin panel. It features a news feed with the latest Tidio articles and video content, as well as various insights (how many leads you have acquired, and how many visitors are currently on your website, and how many times your chatbots have been used).
An end user is a person who ultimately uses a product or service. Basically, the end user is the customer of our customer (and our customer is someone who signs up for a Tidio account).
The Live Typing preview is one of the features of our Communicator upgrade. It allows the operator to see what a visitor is typing in real-time, even before they actually send their message.
A message is a piece of information sent by a visitor, an operator, or a chatbot. A collection of messages exchanged between two or more parties is what we call a chat.
A node is a basic building block of any chatbot in Tidio. There are three types of nodes: triggers, actions, and conditions. Every chatbot is composed of a series of interconnected nodes that make the bot work in a particular, desired way.
An operator is a person who logs into a Tidio admin panel to handle chats. By default, every Tidio account has 3 operator seats available; and each operator has their own email login, password, name, and avatar (profile picture). Apart from replying to messages, an operator can also configure settings. Each Tidio account has a special kind of operator, who has slightly more privileges: the project owner.
see: admin panel
The Pre-Chat Survey is a short form which visitors can be asked to fill out at the beginning of a chat. The survey can ask for a name, email, phone number, GDPR consent, or any combination of those. While the Pre-Chat Survey is an optional feature in Tidio, it will be mandatory for visitors once enabled; it will pop up for any visitor who tries to send their first message.
A project is basically another Tidio account under the same email login. When you register an account, you need to provide an email address that hasn’t been used in Tidio yet. However, an operator can add another project from inside of their existing account, and that simply creates a new separate account – and makes that operator the owner of the new account. An operator can have multiple accounts under their email login that way, and can quickly switch between the accounts without logging out.
Each Tidio account has a project owner; that’s the person who created the account. Basically, the owner is the first operator, and has a few extra privileges: they can add new operators, deactivate or remove other operators, as well as manage upgrades and invoices for the account.
Quick replies are a part of Tidio’s chatbot functionality – specifically, a part of the “Decision (Quick Replies)” action. The replies are a list of pre-defined buttons that the visitor can choose from. Each quick reply instructs the chatbot to carry out a corresponding action (e.g. send a chat message, provide more options, or collect data).
Quick Responses are a set of pre-defined messages that an operator can send during a chat. This feature allows to store a commonly-used message and send it easily by typing “/” (the forward slash) and selecting the Quick Response from the list. An operator can also type a letter or word to limit the list that is displayed and find the appropriate response faster.
A tag is a short text label that operators and chatbots can attach to visitors. Tags are visible in your Tidio panel during a chat with a particular visitor, and are also helpful if you want to sort or categorise your Contacts list.
A trigger is a kind of node that activates the chatbot. Each chatbot must begin with a trigger; some common examples include a first-time visitor landing on your website, a visitor entering a specific page, or an operator not responding to an incoming message for some time.
While Tidio is free by default, there are premium options available to purchase – the upgrades. There are two upgrades available in Tidio: Communicator and Chatbots, each providing different features. A project owner can purchase one of the upgrades or both of them.
A user is an individual who registered a Tidio account to use for their business. Since they use Tidio to communicate with their own customers (end users), we sometimes refer to Tidio users as operators.
The Viewed Pages history is one of the features of our Communicator upgrade. It allows the operator to see all the URLs that a particular visitor has been to within your website, along with timestamps for each URL. The history is visible during chats.
A visitor is a person who enters a website. Tidio can be used by anyone who enters a website where Tidio is installed and visible; if your account has the Communicator upgrade active, all of your current visitors will be listed in the live Visitors list.
The live Visitors list is a feature of our Communicator upgrade, and can be viewed in the admin panel. It shows all of the current visitors that are on the website where the associated Tidio account is installed. The list updates in real-time, and operators can use it to start chats directly with selected visitors.
In Tidio, the widget is the minimised (closed) version of the live chat window; sometimes it can be referred as the chat button. A visitor can open it to see the fully-expanded live chat window and send a message. By default, the widget is displayed in the bottom-right or bottom-left corner of a website, and can be hidden completely if needed.