Tidio Lyro
Tidio Lyro: AI customer support for chat and messaging
Lyro is Tidio’s AI customer-service agent for website chat, supported messaging channels and initial email replies. It answers from a business knowledge base, follows configured Procedures and connects approved Actions or MCP tools, with human handoff when needed.
Free plan availableAccount required
- Access
- Free and paid plans
- Example plan
- EUR 39 / monthLyro AI Agent — monthly
- Available on
- Web, Mobile, API
A customer-service agent built around business knowledge
Lyro is the AI agent within Tidio’s customer-service platform. It uses a business’s approved knowledge to answer customer questions and can transfer requests to the support team. Website chat is the default channel, with Messenger, Instagram and WhatsApp available through configured integrations. Email support has a narrower role: Lyro responds to the initial email that starts a new ticket thread, while a customer’s subsequent replies need a live agent.
Knowledge sources include websites, files, FAQ entries and supported product catalogues. Guidance sets the agent’s communication behaviour and tone. Procedures provide a more structured service process, such as gathering information for a return, calling an Action and creating a ticket or transferring the customer. They work in live conversations rather than email tickets. Actions connect external systems through APIs, while configured MCP connections expose selected tools. These capabilities require the appropriate integration, access and plan limits; they are not enabled simply by adding a chat widget.
Lyro supports English plus 47 other languages through its language settings. Custom Plus and Premium packages can synchronize website knowledge weekly; other imports may need manual updates. Standard AI usage is counted by conversation thread: the first AI response uses one unit, even if the thread contains several answers. A thread closes after 15 minutes of inactivity, so a later exchange can use another unit. The 50 free AI conversations are supplied once. Paid Lyro packages renew monthly and sit alongside Tidio’s separate human-support and Flows allowances.
Best for
- Businesses adding AI support to a website
- Ecommerce teams connecting product and policy knowledge
- Support teams using chat, messaging and initial email automation
Limitations
The 50 free Lyro conversations do not renew. Standard billing counts AI responses by conversation thread rather than successful resolutions. Email automation answers only the first message in a new ticket; Procedures are limited to live conversations. API access, automatic website synchronization and procedure counts depend on the package, and separate human-support or Flows usage can add cost.
Tidio Lyro features
Business knowledge and product context
Answer from imported websites, files, Q&A entries and supported ecommerce product catalogues.
Website and messaging support
Serve live chat and enabled Messenger, Instagram and WhatsApp integrations, with limited initial-email automation.
Guidance and multilingual responses
Configure communication behaviour and enable the supported customer languages for the agent.
Multi-step live Procedures
Collect information, use Contact Properties, call Actions and create tickets or hand off within a structured conversation.
External Actions and MCP tools
Connect approved external systems through configured API actions or selected MCP server tools.
Human handoff and usage controls
Define escalation audiences and conditions and review conversation usage separately from human-support allowances.
Tidio Lyro pricing
Free plan available. Subscription plans. Visit Tidio Lyro for full plan details and current offers.
Example plans.
Lyro AI Agent — monthly
EUR 39 / month
Tidio Lyro
Plan details
European displayed starting package, including 50 AI conversations per month. Human helpdesk and Flows packages have separate allowances.
Lyro AI Agent — annual commitment
EUR 32.5 / month
Tidio Lyro
Plan details
European displayed monthly equivalent billed annually, starting with 50 AI conversations per month. Higher usage changes the price.
Tidio Starter — monthly
EUR 29 / month
Tidio Lyro
Plan details
Human-support plan with 100 billable conversations per month. Its included 50 free Lyro uses are one-time; recurring Lyro usage requires a paid AI package.
Technical specifications
Customer support
| Feature | Tidio Lyro |
|---|---|
| Agent or copilot workflow | Knowledge-grounded AI answers with Guidance, structured Procedures, Actions and MCP connections. Procedures handle multi-step live conversations; they do not run in email tickets.Current Lyro; procedure counts and access vary by plan |
| Support channels | Website live chat, Messenger, Instagram, WhatsApp and configured email mailboxes. Email automation answers the initial email in a new ticket thread; customer follow-up is handled by live agents.Enabled channels and integrations |
| Knowledge grounding | Import website content, files, FAQ/Q&A entries and supported product catalogues. Weekly automatic website synchronization is available on custom Plus/Premium packages.Configured knowledge; auto-sync is plan-dependent |
| Human handoff | Configure escalation conditions and customer audiences. Immediate transfer without an AI response does not use Lyro quota. Follow-up email in an existing ticket needs human support.Handoff behaviour and human support availability |
| Resolution and usage accounting | Standard Lyro packages count AI conversations, not resolutions. The first AI response in a thread consumes one use; a new thread after 15 minutes of inactivity can consume another. Fifty free uses are lifetime; paid packages renew monthly. Premium resolution terms are quoted.Current Lyro quota and premium package terms |
| API access | SupportedTidio OpenAPI is listed on Plus/Premium; Lyro Actions and MCP connections have their own setup and plan limits |
Tidio Lyro alternatives
Related AI support services differ in store integrations, helpdesk features and what counts as paid usage.
Gorgias
Ecommerce-focused support with Shopify context, store actions and ticket-plus-automation billing.
Compare with Tidio LyroFin AI Agent
AI service with configured procedures and fees for defined outcomes.
Compare with Tidio LyroHelp Scout
Shared-inbox support with Beacon AI Answers billed per resolution.
Compare with Tidio LyroTidio Lyro FAQs
Is Tidio Lyro free?
Lyro includes 50 free AI conversations once. This allowance does not renew each month. Paid Lyro packages provide a renewing monthly allowance, while Tidio’s free human-support plan has separate conversation limits.
What counts as a Lyro conversation?
The first AI response in a conversation or ticket thread consumes one use. Several answers in the same thread do not each consume a new unit. After 15 minutes of inactivity the thread closes, so a later message and new AI response can use another unit.
Can Lyro answer email tickets?
Yes, for connected mailboxes with the email channel enabled. Lyro answers the initial email that starts a new ticket thread. If the customer replies, human agents handle the follow-up. Procedures do not run in email tickets.
Can Lyro use APIs and MCP tools?
Configured Actions connect external systems through APIs, and MCP connections can expose selected tools from a server. Access and usage limits depend on the package and configuration. Tidio OpenAPI access is listed for Plus and Premium.
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