Conversation is any live chat, ticket, email or social media channel conversation. A visitor, operator or an automated flow may initiate a conversation.   Remember that not all conversations are counted as “Billable conversations”

"Billable conversation" refers to any live chat, ticket, email or social media channel conversation that includes a message from a human agent (you). Unanswered messages initiated by visitors/customers are not counted, ensuring you're billed only for relevant interactions.   Responses from Flows and Lyro AI Agent are not counted as ‘agent replies’.

No. A conversation is only billed as a Billable conversation once you reply using Tidio or proactively initiate a conversation with your visitor. If you don’t respond to a customer conversation – if it’s spam or simply a message that doesn’t require a reply – the conversation won’t count toward your monthly limit.

A conversation that receives a response by a human agent or is initiated by a human agent will only be counted as one Billable conversation regardless of how many messages are sent or received on the thread.

During the free 7-day trial, you can test all Tidio features and plans and see how to improve customer service and accelerate sales. You don’t need to provide us with your credit card information to access the free trial.   At the end of the trial, your account will automatically be downgraded to the Free plan unless you upgrade your subscription to a paid option.   It means that you can use the full feature set of any Customer Service, Lyro AI Agent or Flows plan within your first 7 days with Tidio.

Yes, you can. You can downgrade or upgrade your subscription at any time.   Please note that any subscription changes will come into effect at the start of your next billing cycle meaning that you will keep your premium features until the end of the existing cycle.

Yes, you can add Tidio to multiple sites and/or stores.   Please note, however, that the live chat widget will share all the appearance and behavior settings across all your websites/stores. This means it will have the same color scheme, it will go online/offline according to the same DND hours, it will display the same offline messages, etc. If you want to have a different behavior for every website, talk to us.

Yes. The Customer Service plans enable you to proactively engage your website visitors through the live chat widget.

Lyro is an AI agent that resolves 75% of conversations on average for our customers. It turns customer questions into conversations and delivers personalized replies.   Unlike Flows, which follow set rules and pathways, Lyro uses machine learning to understand questions and draws on your support content to create detailed responses.

A Lyro conversation is a customer interaction initiated through any channel integrated with Tidio that has at least one reply from our AI Agent.   Even if Lyro replies a dozen times or more to solve the customer’s problem, or if the customer leaves the chat window and returns to it at a later time, that still counts as a single conversation.

Yes, each of our three core products - Lyro AI Agent, Customer Service and Flows - can be purchased individually or as part of a bundled plan in any configuration. This means you can choose to buy only the Lyro AI product or Flows and still benefit from the free limit of human conversations included in all subscriptions.

With any Customer Service plan, you can add Flows templates to your website or manually create as many automated workflows as you want with our drag-and-drop Flows builder.   Although your Flows can have an unlimited number of chats, the Free Customer Service plan limits them to interact with only 100 unique visitors per month. However, you can interact with up to 100 000 visitors per month by purchasing extra quota and a custom number of visitors with the Plus plan.

Flows

• Automate marketing messages to help convert visitors or increase order value
• Answer predefined questions
• Require manual configuration
• Start when a visitor takes a specific action and can proactively engage users
• Follow the rules and conversational paths you set
• Run on our platform

Lyro AI Agent

• Resolves 75% of conversations on average for our customers
• Answers customer questions and performs recurring tasks
• Uses your support content and natural language processing to understand questions and provide answers
• Understands customer intent and uses your content to personalize replies
• Is not limited to predefined questions. Lyro can answer follow-up questions using the information you provide
• Runs on our platform and integrates with other customer service tools

Flows follow the paths you design, while Lyro AI Agent uses artificial intelligence to understand questions and hold conversations. Lyro can provide more details when a customer needs them. Flows can guide visitors toward a purchase.   You don’t have to choose between Lyro AI Agent and Flows. Use both to answer questions and engage visitors.

Every Tidio account starts with 50 Lyro conversations, but you need to upgrade to the Lyro AI Agent plan to refresh it monthly.   You can access higher Lyro conversation limits with the Lyro AI Agent and Plus plans. If you’re using the Lyro AI Agent or Plus plans, your limit refreshes 30 days from the moment you make the payment.

The limit refreshes every 30 days. If you are on the paid plan, the limit will refresh after 30 days, starting from the moment you have made your payment.   If you are on the Free plan, the limit will refresh after 30 days, starting from the moment you have created your account or from the moment when your last paid subscription has finished.

Tidio’s AI-powered ticketing system enables you to transform incoming support emails, live chat conversations, and social media messages into tickets and assign them to available operators.   You can monitor tickets and add notes or custom tags to follow up on conversations.   Tidio automatically analyzes your conversations and organizes them based on customer intent so your support team can easily spot and prioritize important requests.

You can add up to 10 agents on self-serve plans and custom numbers on the Plus package.