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Aisles / Help desk and chat / Tidio

Tidio review and real cost

Live chat and help desk inbox with Lyro, an AI agent that answers and sells.

Good, with caveats5/8 checks passed#2 of 4 in help desk and chatBy TIDIO LLC4.8 from 1,351 App Store reviews

Verdict

Small stores that want live chat, email and social in one simple inbox, with an AI agent to add later, are the best fit. The catch: you pay per human-answered conversation, and above 2,000 a month you need the Plus plan, priced by quote.

Install it if

  • Small stores with up to about 2,000 conversations a month
  • Teams of up to 10 agents on self-serve plans
  • Stores that want to try an AI agent before paying for it

Skip it if

  • Stores with 5,000 or more conversations a month that want a published price
  • Teams that automate with Shopify Flow
  • Teams that need a bulk export of past chats

Good

  • Free plan with 50 conversations and a 7-day free trial on paid plans1,2.
  • Rated 4.8 from 1,351 reviews1.
  • Only conversations a human agent replies to are billed; unanswered and AI-only chats are not2.
  • SOC 2 Type II audit completed in 20264.

Not so good

  • Self-serve plans stop at 2,000 conversations and 10 seats; Plus starts at $300 a month plus usage, by quote2.
  • Shopify Flow is not among the listed integrations1.
  • Chat transcripts export one conversation at a time, with no batch download6.
  • No Built for Shopify badge1.
Tidio
Monthly bill by store size
  • 300 orders$59
    Growth (250 conversations)
  • 2,000 orders$179
    Growth (1,000 conversations)
  • 10,000 ordersQUOTE
    Plus

Human-answered conversations drive the bill; Lyro AI conversations are a separate add-on, and AI replies do not count as billable conversations2.

Public prices, billed monthly, checked October 8, 2026.

The eight checks

Tidio passes 5: good, with caveats. What each check means.

  • Free to start: passedFree plan, plus a 7-day free trial of paid plans1,2.
  • Prices public at every size: failed5,000 conversations a month needs the Plus plan, which is priced by quote2.
  • Built for Shopify: failedThe listing does not show the Built for Shopify badge1.
  • Rated 4.7 or higher: passedRated 4.8 on the Shopify App Store1.
  • 500+ merchant reviews: passed1,351 reviews on the Shopify App Store1.
  • Works with Shopify Flow: failedShopify Flow is not listed under Works with1.
  • You can take your data: passedContacts export to CSV, and each chat transcript can be exported to CSV5,6.
  • Security report named: passedTidio names a 2026 SOC 2 Type II audit, with the report on request4.

Pricing

PlanPriceIncludesLimits
Free$01,2Live chat, ticketing, mobile app, social integrations50 billable conversations; 100 Flows visitors
Starter$29/month1,2Live chat and ticketing, live visitors list, operating hours, basic analytics100 billable conversations/month; 10 seats
Growth$59 to $349/month2Starter plus advanced analytics, automatic chat assignment, macros, user permissions250 to 2,000 billable conversations/month ($59 for 250, $179 for 1,000, $349 for 2,000); 10 seats
PlusFrom $300/month + usage2Departments, multiproject, OpenAPI, dedicated success manager, custom seatsCustom limits; contact sales
PremiumContact for pricing2From 3,000 Lyro conversations, guaranteed 50% Lyro resolution rate, pay-per-resolution billing, SSOContact sales
Lyro AI Agent (add-on)From $39/month2AI agent conversations, 3 AI Actions, 5 AI Guidances, product recommendations50 to 1,000 Lyro conversations/month ($39 for 50, $700 for 1,000)

Tidio bills by billable conversations: a conversation counts once a human agent replies, and replies from Lyro or Flows do not count2. A store with 150 human-answered conversations outgrows Starter's 100 and pays $59 for Growth; at 1,000 conversations Growth costs $1792. Growth stops at 2,000 conversations and self-serve plans at 10 seats, so a store with 5,000 conversations needs Plus, from $300 a month plus usage, by quote2. Lyro is an add-on from $39 a month for 50 AI conversations2.

Usage charges: No per-message fees. Growth is priced in tiers of billable conversations, from $59 for 250 to $349 for 2,000 a month2. Lyro AI conversations are a separate add-on, from $39 a month for 50 up to $700 for 1,0002. Removing Tidio branding is a paid add-on2.. Free trial: 7 days, no card needed; the account drops to the Free plan afterwards2.

How we worked out the bill

Store sizePer monthArithmetic
Small, 300 orders$59150 human-answered conversations exceed Starter's 100, so Growth at 250 conversations: $59 a month2
Growing, 2,000 orders$179Growth tier for 1,000 billable conversations: $179 a month; 3 agents fit the 10-seat limit2
Large, 10,000 ordersQuote5,000 conversations exceed Growth's 2,000 cap, so Plus is needed: from $300 a month plus usage, price by quote2

What it does

Tidio combines live chat, a ticketing inbox and Lyro, an AI agent, in one app. It covers chat, email, Instagram, Messenger and WhatsApp1,2. Within the rules you set, Lyro can check order status, issue refunds, cancel or edit orders, and on product pages it compares products and adds them to the cart1.

The app has been on the Shopify App Store since July 2014 and is available in six languages1.

  • One inbox for live chat, email, Instagram, Messenger and WhatsApp, on web and mobile1,2.
  • Lyro AI agent answers questions and, within your rules, handles order status, refunds, cancellations and order edits1.
  • Proactive AI on product pages that compares products and adds them to the cart1.
  • Flows: no-code chat automations triggered by visitor actions2.
  • Lyro usage is capped and pauses at your limit instead of running up the bill1.

What merchants say

Tidio is rated 4.8 from 1,351 reviews, with 86% five-star ratings1. Recent reviews praise quick setup, an easy dashboard and Lyro handling a large share of routine questions3. The low ratings mostly concern billing (a double charge, automatic upgrades that stay in place), missed onboarding follow-ups and support on the Plus plan3.

Complaints worth knowing

  • Recent one-star reviews mention billing disputes, including a double charge and automatic upgrades that did not reverse after peak season3.
  • One recent review says customer questions and answers cannot be exported3.
  • Recent low ratings also cite missed onboarding follow-ups and poor support on the Plus plan3.

What the developer claims

Numbers the developer publishes about itself. We have not verified them.

  • Tidio says its customers average a 75% resolution rate with Lyro2.
  • Tidio says Flows increase conversions by 26%2.
  • Tidio says more than 300,000 businesses use it2.

Your data

Tidio completed a SOC 2 Type II audit in 2026 covering security, availability and confidentiality, and shares the report on request4. It runs on AWS, encrypts data at rest and says it follows GDPR and CCPA7. You can export contacts to CSV, and export chat transcripts to CSV one conversation at a time5,6. The OpenAPI comes with the Plus plan2.

App languages: English, German, French, Italian, Portuguese (Brazil), Spanish. Works with: Google Analytics, Judge.me, Klaviyo, Mailchimp, Zapier, Zendesk. On the App Store since: July 14, 2014.

Other help desk apps

AppChecks300 orders2,000 orders10,000 orders
Gorgias
6/8 checks passed$50$340$900
Zendesk
4/8 checks passed$69$207$690
Re:amaze
3/8 checks passed$29$87$290

Sources

  1. Tidio: AI Chatbot & Live Chat - Shopify App Store, Shopify App Store. Accessed October 8, 2026.
  2. Tidio Pricing, Tidio. Accessed October 8, 2026.
  3. Tidio: AI Chatbot & Live Chat reviews, Shopify App Store. Accessed October 8, 2026.
  4. Tidio Trust Center, Tidio. Accessed October 8, 2026.
  5. The Contacts List, Tidio Help Center. Accessed October 8, 2026.
  6. Chat transcripts, Tidio Help Center. Accessed October 8, 2026.
  7. Security, Tidio. Accessed October 8, 2026.

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