Tidio Review: Pricing, AI Features and Who It's For

Tidio is a good fit for small Shopify stores that want live chat, a shared inbox and an AI agent (Lyro) for a low starting price, with a free plan you can actually use. Before you commit, work out your volume: human conversations, AI conversations and automation visitors are each metered separately, and the Shopify order tools are tied to the higher plans.

Quick facts

The $24.17, $49.17 and $32.50 figures sit under an "Annually (2 months free)" toggle on Tidio's pricing page. They match the App Store's annual prices divided by 12 ($290/year for Starter, $390/year for Lyro), so expect to pay more if you're billed monthly.

What Tidio does well

One inbox for chat, email and social. TidioTidioAI chatbotsTidio combines live chat, email, Messenger, Instagram and WhatsApp in one inbox and adds Lyro, an AI agent that answers questions from your own content. Free plan, paid from $29/mo, 7-day trial.Click for Scout's full analysis puts website live chat, email tickets, Messenger, Instagram and WhatsApp in one inbox. The pricing page lists Messenger, Instagram, WhatsApp and email integration on every plan, Free included.

A free plan that works for very small stores. You get 50 human-handled conversations a month, 10 seats, basic Flows automations (100 visitors a month) and 50 Lyro conversations to try the AI. The App Store listing says the free plan also includes ticketing, the mobile app and social media integrations.

Lyro, the AI agent. Lyro answers customer questions from your own content. Tidio's Lyro pricing page lists FAQ upload, a website scraper and Zendesk article import as knowledge sources, plus human handoff and a configurable communication style. Tidio says Lyro answers in 12 languages and claims "Our customers average a 75% resolution rate with Lyro." That's Tidio's own figure, not something we measured. Lyro is sold as a standalone product too, so you can add it without moving to a higher support plan.

AI and automation replies don't use your human quota. A conversation only counts as billable when a human agent starts it or replies. Chats handled entirely by Lyro or by a Flow don't use up your plan's conversation allowance.

Shopify data inside the inbox. Tidio's Shopify integration page says agents can see a customer's shopping history, preview their cart to recommend products, and cancel orders, issue refunds or change shipping addresses without leaving the dashboard. Lyro can answer "where is my order?" questions. It asks the shopper for their email and order ID, plus a zip code or phone number if you turn that on, then shares payment status, fulfillment, items and tracking details. There's also a "Recover carts" automation template.

Well rated on Shopify. The App Store listing shows 4.8 stars from 1,356 reviews. 86% are five stars and 4% are one star.

Limits and gotchas

Three separate meters. Tidio charges for:

1. Billable conversations: chats and email tickets a human handles (50 on Free, 100 on Starter, 250 and up on Growth).
2. Lyro conversations: threads where the AI replies at least once.
3. Flows visitors: people your chatbot automations reach (100 on Free; the Flows add-on starts at $24.17/mo for 2,000).

Each meter has its own limit, so a busy month can push you onto a higher tier for one of them while the others sit unused.

How Lyro conversations add up. Per Tidio's help center:

• A conversation counts once, when Lyro first replies in a new thread. Replying several times in the same thread doesn't use more quota.
• A thread closes after 15 minutes of inactivity. If the shopper comes back after that, the new thread counts again.
• If Lyro hands the chat to a human straight away, nothing comes off your Lyro quota.
• For email tickets, Lyro replies only to the first message.

Here's what that means in practice. A shopper asks about sizing, Lyro answers, and they leave. Twenty minutes later they come back to ask about shipping. That's two Lyro conversations, not one. Stores whose customers come and go during a buying decision will use quota faster than their order count suggests.

The free AI allowance doesn't renew. The 50 free Lyro conversations are a lifetime trial allowance. When they're gone on the Free plan, Lyro stops working. Paid Lyro packages (50 to 1,000 a month) renew monthly on the day you bought them. Tidio's pricing page and help article don't say what happens on a paid package once you hit the cap mid-cycle, or whether overage is billed. Ask before you rely on Lyro during a sale.

Hitting the human limit locks your inbox. When you use up your billable conversations, you can't reply to incoming messages or see their details until you upgrade or the quota resets. It resets on the first of each month. A banner warns you at 80%.

Shopify order actions depend on plan, and Tidio's pages disagree. The pricing table lists "native Shopify actions" only on Growth, Plus and Premium. The Shopify order-status integration page says the integration is available on all plans, including Free. A help center article says the Lyro "Get order status" action template is for Plus and Premium, plus selected Lyro AI Agent package subscribers, and calls it still in testing. If AI order lookup is why you're choosing Tidio, confirm with Tidio which plan you need.

Branding costs extra. Removing Tidio branding is a $16.67/mo add-on on Starter and Growth.

Multi-store setups share one widget. You can add Tidio to several stores, but its FAQ says they all share the same widget appearance and behavior settings.

Tidio pricing explained

The prices below are from TidioTidioAI chatbotsTidio combines live chat, email, Messenger, Instagram and WhatsApp in one inbox and adds Lyro, an AI agent that answers questions from your own content. Free plan, paid from $29/mo, 7-day trial.Click for Scout's full analysis's pricing page (annual-billing view) unless noted.

• Free ($0): 50 billable conversations a month, 10 seats, 100 Flows visitors, 50 one-time Lyro conversations.
• Starter ($24.17/mo; App Store: $29/month or $290/year): 100 billable conversations, 10 seats, the same 50 one-off Lyro conversations and 100 Flows visitors. The App Store adds analytics, a live visitors list, operating hours, an AI reply assistant and 24/5 live chat support. No native Shopify actions.
• Growth (from $49.17/mo): 250 to 2,000 billable conversations, 10 seats, automatic chat assignment and native Shopify actions.
• Plus (from $300/mo plus usage): custom limits. Tidio bills AI and human usage separately, at lower rates as volume grows. It adds Lyro Connect and a custom Lyro name.
• Premium (contact sales): from 3,000 Lyro conversations, a guaranteed 50% Lyro resolution rate, pay-per-resolution billing and Lyro as a managed service.

Add-ons:

• Lyro AI Agent: from $32.50/mo for 50 conversations, with monthly tiers of 50, 100, 150, 200, 300, 500, 750 and 1,000. The App Store lists Lyro at $39/month or $390/year and includes a website scraper, Lyro Actions and MCPs, and native Shopify actions.
• Flows: from $24.17/mo for 2,000 visitors, up to 100,000.
• No Tidio branding: $16.67/mo.

The App Store bundles these slightly differently from the website. For example, it sells Lyro as a plan "up to 200 Lyro conversations," while the website starts Lyro at 50. Check the calculator on Tidio's site for the exact tier you need.

A realistic starting budget: a small store that wants both human chat and AI pays at least Starter plus the base Lyro tier: $56.67/mo on annual billing, or $68/month at the App Store's monthly prices ($29 + $39). If you want native Shopify actions, Growth replaces Starter.

Who should use Tidio, and who should skip it

Use Tidio if:

• You run a small or new Shopify store and want live chat and social messages in one place for free or under $30 a month.
• You want to try an AI agent on a small budget and can estimate your AI conversation volume.
• Most of your support volume is pre-sale questions that Lyro or a Flow can answer, so those chats stay off your human quota.

Skip Tidio if:

• You handle hundreds of order-related tickets a month and mainly need a full helpdesk with order editing on every plan. Compare Gorgias first.
• You want one simple bill. Tracking three meters and add-ons takes some work.
• You need AI order lookup on a low plan, given Tidio's mixed plan information on that feature.
• You run several stores that need different chat widgets.

Alternatives

GorgiasGorgiasSupportGorgias is a customer support helpdesk built for Shopify stores, bringing support tickets into one place with order data. Paid from $10/mo, 7-day trial.Click for Scout's full analysis is a Shopify-focused helpdesk priced by ticket. Its Shopify App Store listing shows Starter at $10/month (3 agents, 50 tickets, $0.40 per extra ticket), Basic at $60/month (unlimited agents, 300 tickets), Pro at $360/month (2,000 tickets) and Advanced at $900/month (5,000 tickets), each with a 7-day free trial. Its AI Agent is an add-on. A Gorgias blog post from May 2026 says it costs $0.90 per resolved interaction on most plans, with Starter AI plans from $1. Gorgias's App Store rating is 4.3 from 707 reviews. Choose it if ticket handling and Shopify order work matter more than live chat and visitor engagement.

Re:amazeRe:amazeSupportRe:amaze is a helpdesk and live chat tool for online stores, priced mainly per team member, with an AI Agent included up to a set number of resolutions. Paid from $29/mo, 14-day trial.Click for Scout's full analysis prices per team member: Basic at $29/month ($26 billed annually), Pro at $49 ($44) and Plus at $69 ($62). There's also a $59/month flat Starter plan for unlimited team members, capped at 500 responded conversations a month. Its AI Agent includes 5, 10 or 20 resolutions per user per month depending on plan, then $0.85 per extra resolution. The trial is 14 days with all Plus features and no credit card. Choose it if you have a small, fixed team and want predictable per-seat pricing.

How we put this together

Facts and prices come from Tidio's own pricing pages (plans, customer service and Lyro AI Agent), its help center articles on Lyro and conversation limits, its Shopify integration pages, and its Shopify App Store listing, all checked November 1, 2026. Gorgias figures come from its Shopify App Store listing and its own blog. Re:amaze figures come from its pricing page. We did not test these tools hands-on. Prices and plan contents change often, so check each vendor's pricing page before you buy.