What are the best alternatives to Tidio?

Based on documented capability coverage across the Agentic Index 14 point taxonomy, the closest alternatives to Tidio among customer support agents are Gorgias, Spoki, Aisera, Assembled. Each is graded on the same public evidence, and no vendor pays for placement.

Does Tidio support MCP and tool calling?

Full under the Agentic Index verification standard. Tidio publishes public evidence of Model Context Protocol (MCP) support, tool calling, and API or SDK extensibility for connecting agents to external tools. Evidence basis: Documented Model Context Protocol support connecting Lyro to a system once so it can use every tool that system exposes, an OpenAPI surface on the Plus tier, Actions authored directly against external APIs, and Action export for portability. Graded from public evidence only against the Agentic Index 14 point capability taxonomy. No vendor pays for placement.

Does Tidio have SOC 2, SSO and role based access control?

Full under the Agentic Index verification standard. Tidio publishes public evidence of enterprise security and identity controls, covering a compliance posture such as SOC 2 or ISO 27001, single sign on (SSO or SAML), and role based access control (RBAC). Evidence basis: SOC 2 Type II audit completed by an independent third party covering Security, Availability and Confidentiality, with the report, an annual penetration test confirmation letter and HECVAT-Lite all available on request through a public Trust. Graded from public evidence only against the Agentic Index 14 point capability taxonomy. No vendor pays for placement.

Does Tidio require human approval before an agent acts?

Full under the Agentic Index verification standard. Tidio publishes public evidence of human approval steps and guardrails, so an agent action can be held for review before it executes. Evidence basis: Guidance lets operators author behavioural instruction scoped to the Lyro agent, operators retain complete control over which actions Lyro can perform and which systems it can access, individual Actions can be tested before activation and e. Graded from public evidence only against the Agentic Index 14 point capability taxonomy. No vendor pays for placement.

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Tidio

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Customer support agent Verified 2026-06-23

Entry priceFrom $29/moFull pricing detail

SMB customer-support AI (Lyro) for FAQ and actions, with Shopify and Wix integrations.

Tidio's Lyro AI handles FAQ and actions for SMB customer support, with Shopify and Wix integrations. It offers a free tier with paid plans from around $29/month.

Vendor details

Canonical URL

https://tidio.com

Subcategory

Support — SMB AI agent

Use cases & customers

Primary use cases

customer supportFAQ automation

Target customers

SMBe-commerce

Deployment options

SaaS

In practice

As a small business you can't staff support around the clock. Tidio's Lyro AI handles FAQ and actions, so customers get answers when no one's at the desk.

A customer question often needs a small action, not just a reply. Lyro takes actions, not only answers, so it can actually handle the request.

Your store runs on Shopify or Wix and you want support that fits. Tidio integrates with both, so Lyro works against your store out of the box.

Agentic Index coverage score

9.0 / 14 capabilities · 64%

Integrations & Tool CallingActions call external services over API for third party data, and Tidio documents MODEL CONTEXT PROTOCOL support where connecting Lyro once to a CRM, billing platform or database lets it use every tool that system exposes, alongside native Shopify actions and coexistence with an existing helpdesk such as Zendesk, Tidio Lyro Actions product page 2026-07-30	Full
Workflow OrchestrationLyro executes rather than answers: Smart Actions are described as specialised agents, each focused, trained and ready to execute, retrieving and sending information dynamically mid conversation to check order status, manage address changes, update databases, create tickets and schedule appointments, and Tidio positions it explicitly against rigid scripted flows, Tidio Lyro Actions documentation 2026-07-30	Full
Knowledge Grounding & RAGA unified knowledge base feeds both customer facing automation and agent assistance from one source, adding a website URL automatically extracts and structures content into searchable knowledge, and operators control which sources serve customer responses versus internal assistance; Lyro is documented as not improvising outside the supplied knowledge, Tidio Lyro documentation 2026-07-30	Full
Human Oversight & GuardrailsGuidance lets operators author behavioural instruction scoped to the Lyro agent, operators retain complete control over which actions Lyro can perform and which systems it can access, individual Actions can be tested before activation and enabled or disabled manually, and unresolved queries hand off instantly to a human, Tidio Lyro documentation 2026-07-30	Full
Security, Identity & GovernanceSOC 2 Type II audit completed by an independent third party covering Security, Availability and Confidentiality, with the report, an annual penetration test confirmation letter and HECVAT-Lite all available on request through a public Trust Center; GDPR, CCPA and the EU voluntary AI Pact, TLS 1.2+ in transit and AES 256 at rest, two factor authentication via TOTP with backup codes, a DPA folded into the terms, and a VERSION CONTROLLED SUBPROCESSOR LIST PUBLISHED AND UPDATED AT LEAST 30 DAYS BEFORE ANY CHANGE. Tidio states plainly that it is NOT HIPAA compliant and will not sign a BAA, Tidio Trust Center, security page and FAQ 2026-07-30	Full
Observability & AuditabilityThe Actions list reports an execution count per action over the trailing 30 days and advanced analytics ship from the Growth tier, but no agent decision trace, reasoning log or configuration audit trail was documented, Tidio Lyro Actions documentation 2026-07-30	Partial
Memory & State PersistenceTidio's security documentation states Lyro works IN SESSION ONLY, so no state persists between conversations; MCP connections retrieve CRM notes, past tickets and subscription state from external systems at request time, which is live retrieval rather than agent memory, Tidio security and Lyro Actions documentation 2026-07-30	Unable to verify
Deployment & Data ResidencyA documented residency commitment exists, all customer data stored on servers located in European Economic Area member countries and hosted on AWS in ISO certified EU data centres, but it is a single fixed region with no customer selection and no self hosted or private deployment option; note also that the parent entity Tidio LLC is US incorporated, so EU storage does not by itself remove US legal reach, Tidio FAQ, privacy documentation and Trust Center 2026-07-30	Partial
Prebuilt Agents, Templates & PacksA browsable Action template library ships in the product, templates can be added alongside custom Actions, and Actions can be cloned and exported for reuse across projects, with Smart Actions themselves presented as prebuilt single purpose agents, Tidio Lyro Actions documentation 2026-07-30	Full
Triggers & Channel CoverageBase plans cover live chat, ticketing and email with automatic language detection and multilingual response, but no full channel matrix covering voice, social or messaging apps was retrieved on the pages reviewed, Tidio platform and pricing pages 2026-07-30	Partial
Model Flexibility & RoutingNo model selection, routing or bring your own model capability; the operator cannot choose the underlying model, which Tidio does not expose or document as configurable, Tidio Lyro documentation and 2026 product reviews 2026-07-30	Unable to verify
APIs, SDKs & MCP ExtensibilityDocumented Model Context Protocol support connecting Lyro to a system once so it can use every tool that system exposes, an OpenAPI surface on the Plus tier, Actions authored directly against external APIs, and Action export for portability, Tidio Lyro Actions product page and pricing 2026-07-30	Full
Testing, Debugging & OptimizationIndividual Actions can be tested before activation and drafts are flagged in the Actions list, but no agent level test environment, simulation harness or scored evaluation suite was documented, Tidio Lyro Actions documentation 2026-07-30	Partial
Browser & Computer UseNo browser control or computer use capability documented; Lyro acts through Actions and MCP connections against external APIs rather than by operating a browser or a human interface, Tidio Lyro documentation 2026-07-30	Unable to verify

The Agentic Index coverage score grades every vendor Full, Partial or Unable to verify against the same 14 buyer facing capabilities, from public evidence only. Each capability links to how all vendors in the index score on it. How this evidence is graded

Pricing

From $29/mo

conversations

Free tierTrial available

Included quota

Starter (entry paid, $29/mo): ~100 billable conversations and core live chat/automation — but real AI (Lyro) is NOT included; it's a separate $39/mo add-on. Free: 50 billable conversations/mo + a one-time 50 Lyro AI conversations (lifetime, not monthly).

What is public

Tidio is a customer-service suite (live chat + Lyro AI agent + Flows) billed mainly by conversations, not seats. Tiers: Free ($0, 50 billable conversations, 50 one-time Lyro AI conversations), Starter $29/mo, Growth $59/mo (scaling to ~$349 by volume, up to 2,000 conversations), Plus/Tidio+ from $749/mo (custom limits, unlimited seats, Lyro bundled), and Premium (contact-only; third parties cite ~$2,999/mo, with a 50% Lyro-resolution SLA). Annual saves ~17%.

Billing mechanics

Self-serve plans bill by 'billable conversations' (chats where a human replies; AI-only replies don't count). Three parallel quotas: billable conversations, Lyro AI conversations, and Flow triggers (reached visitors — you pay even if the visitor ignores the popup). The real AI agent, Lyro, is a separate add-on on Free/Starter/Growth (from $39/mo for 50 AI conversations) and only bundled into Plus/Premium; Lyro can also run standalone at ~$0.58/AI conversation. Free/Starter/Growth cap at 10 agents; the 11th seat forces Tidio+ ($749). Auto-upgrade triggers near ~95% usage unless disabled.

Cost watchouts

Lyro AI is a separate add-on (+$39/mo) on all but Plus/Premium — advertised prices exclude real AI; Flows add-on (from $29/mo); 10-agent cap forcing the $749 Tidio+ jump; the $59→$749 cliff with no mid-tier; auto tier-upgrades at ~95% usage; a Lyro+handoff conversation can count against two quotas

Variable cost rationale

Three parallel metered quotas (conversations, Lyro AI, Flow triggers) plus auto tier-upgrades make real spend often 2–3x the advertised base and hard to predict as volume grows

Additional watchouts

Advertised entry prices are misleading once Lyro AI and Flows add-ons are included (real cost often 2–3x); the 10-seat cap and $59→$749 cliff strand mid-market teams

Overage / add-ons

On plans with overage options, extra conversations bill (~$10 per 100); on fixed plans the widget can go unavailable until upgrade/next cycle. Tidio auto-upgrades tiers near ~95% usage unless disabled. Exceeding the Lyro add-on quota stops AI replies until you buy more.

Sales call required

Mixed (some tiers require a call)

Free / trial

Free tier

Lowest paid plan

Free; from ~$29/mo

Commercial notes

~300K+ businesses; modular — Customer Service, Lyro AI, and Flows can be bought separately or bundled; Lyro learns from help-center/website/PDF/CSV content, claims up to 67% resolution; branding removal +$20/mo on Growth (included Plus+)

Key ambiguities

Premium is contact-only (~$2,999/mo cited by third parties); Lyro overage rates and Tidio+ limits are partly private; conversation/seat rules vary across sources and plan versions

Cancellation / refund

Self-serve monthly or annual (~17% off); upgrade/downgrade at next billing cycle; Premium has a contractual 50% Lyro-resolution money-back guarantee; Tidio+/Premium on custom terms

Support SLA / resale

Plus adds dedicated CSM and custom limits; Premium adds managed AI, a 50% Lyro-resolution SLA, and the highest quotas; no implementation/onboarding fees on any tier

Missing data

Premium pricing is contact-only (~$2,999/mo per third parties); exact Lyro overage tiers and Tidio+ custom limits aren't fully public. Seed '$29/mo' (Starter) is accurate but excludes the separate Lyro AI add-on needed for real AI.

Agentic Index verified 2026-06-25

Official pricing page

Related vendors

Alternatives to Tidio

The closest documented capability profiles to Tidio among customer support agents tracked by Agentic Index, ordered by similarity on the same 14 point evidence the rankings use. No vendor pays for placement.

Gorgias9.0 / 14Fuller documented coverage on Triggers & Channel CoverageTidio vs Gorgias →
Spoki9.5 / 14Adds documented Memory & State Persistence
Aisera11.0 / 14Adds documented Model Flexibility & Routing
Assembled10.0 / 14Adds documented Memory & State Persistence
Botpress11.0 / 14Adds documented Memory & State Persistence and Model Flexibility & RoutingTidio vs Botpress →
Decagon10.0 / 14Adds documented Memory & State Persistence

Similarity is computed from each vendor's Agentic Index coverage score evidence, axis by axis, not from the totals. How this evidence is graded

Compare Tidio with other vendors →Compare all customer support agents →See where Tidio ranks →

Data confidence: high

Head to head

Tidio vs DigitalGenius Tidio vs Gorgias Tidio vs Siena AI Tidio vs Botpress Tidio vs Kommunicate