A complete guide to the Tidio AI Agent in 2025

Let's be real, trying to offer your customers 24/7 support is a massive headache. This is especially true if you're a small or medium-sized business trying to keep up without a giant support team. Customers want answers now, and even a short delay can mean they've moved on to a competitor. This is exactly why AI agents are popping up everywhere, promising to handle the routine questions so your team can focus on trickier problems.

One name you've probably seen is the Tidio AI Agent, which goes by the name Lyro. It's built to be an easy-to-use AI tool inside Tidio’s all-in-one customer service platform. But what does it really do, and is it the right move for your business?

In this guide, we're going to take a close look at the Tidio AI Agent. We’ll get into its features, how to set it up, what it integrates with, the full pricing story, and its limitations. By the end, you'll have a much clearer picture of whether it’s the right tool for the job.

What is the Tidio AI Agent?

Tidio's AI agent is an AI-powered chatbot named Lyro. First off, don't mistake Lyro for one of those old-school, rigid chatbots that just follows a script. It’s a conversational AI that uses Natural Language Processing (NLP) to actually understand what your customers are asking, figure out what they want, and give surprisingly human-like answers.

Interestingly, while a lot of AI tools are built on OpenAI's models, Tidio went a different route and built Lyro using Anthropic's Claude. They position this choice as a safer bet, describing the model as more "helpful, honest, and harmless," which shows they’re focused on brand safety.

It’s also important to separate Lyro from Tidio's other automation tool, "Flows." Flows are fantastic for building structured conversation paths, kind of like a visual "choose your own adventure" for customers. Lyro, on the other hand, is made for the messy, unscripted chats. It can ask for more information and change its answers based on how the conversation is going, making the whole thing feel a lot more natural.

Key features and capabilities of the Tidio AI Agent

Alright, so what can this bot actually do for you? Let's get into how it learns, what it can do in a conversation, and how much you can tweak its settings.

How the Tidio AI Agent learns and uses knowledge

An AI is only as good as the information it has access to. Lyro gets its brainpower about your business from a few places:

• Your website: You can just give Lyro the URL to your FAQ page or help center, and it will crawl the content to build out its knowledge base.

• Manual entries: You can add questions and answers yourself, one by one. This gives you complete control over how it responds to certain common questions.

• File uploads: If you have all your information in a spreadsheet, you can upload it as a CSV file.

• Zendesk import: If you already use Zendesk for your knowledge base, Tidio has a direct import for public help articles, which can be a real time-saver. You can find more info on this in their help docs.

This is a pretty solid way to get started, but it does mean Lyro's knowledge is stuck within the bounds of your official documentation. If a customer asks something that isn't covered in your FAQs, it's not going to know what to do. Also, a small heads-up: the feature that automatically re-syncs with your website content is only on the pricier plans. If you're on a lower tier, you'll have to remember to manually refresh its knowledge every time you update your site.

It's a decent start, but for a deeper understanding of what your customers actually struggle with, some tools take a different path. For instance, the eesel AI Agent trains directly on your team's past support tickets. This lets it pick up on your company’s specific tone, common problems, and what a good answer looks like, all without you having to manually feed it information.

Tidio AI Agent conversation, actions, and multichannel support

Lyro aims to be more than just a walking FAQ. It's built to understand the flow of a conversation, ask clarifying questions when it's confused, and even take action.

Its "Smart Actions" feature is where this gets interesting. It can connect to other systems through APIs to do things like check an order status or qualify a new lead. This is a big deal for ecommerce businesses, especially with the Product Recommendations feature. It can connect directly to your Shopify store's inventory and suggest products to customers in the middle of a chat, turning a simple support question into a potential sale.

You can also put the Tidio AI Agent to work across different channels, so your customers get the same experience no matter how they contact you. It works with:

• Website live chat

• Email

• Facebook Messenger

• Instagram

• WhatsApp

Tidio AI Agent customization and control

Tidio gives you a fair amount of control over Lyro’s personality and behavior, so you can make it fit your brand.

• Tone of voice: You can pick from friendly, neutral, or formal tones to make sure the bot's vibe matches your company's.

• Handoff rules: You can set rules for when Lyro needs to give up and pass the conversation to a human. This can be triggered if a customer asks for a person or if the bot gets stumped on a question.

• Custom name: If "Lyro" doesn't quite fit your brand, you can change its name. But, and it's a big but, this is only available on their high-end Plus or Premium plans. Most businesses will be sticking with the default.

Setting up and integrating the Tidio AI Agent

So, you're interested. What does it actually take to get the Tidio AI Agent running, and how well does it play with the tools you already use?

The initial Tidio AI Agent setup process

For simple use cases, getting started with Tidio is pretty painless. You can sign up and start feeding it knowledge, like your website URL, in just a few minutes. The interface is clean and designed for non-technical folks.

Here's the most important thing to understand, though: Tidio is an all-in-one customer service platform. The Tidio AI Agent isn't a separate tool you can just plug into anything. It's a core feature that lives inside Tidio's ecosystem, which includes its own help desk, live chat, and ticketing system. To get the most out of Lyro's automation, you pretty much have to commit to using the entire Tidio platform to manage your customer support.

Integrating the Tidio AI Agent with your existing help desk and tools

This is where things can get complicated for businesses that have already found their groove with other tools. Tidio does have integrations with popular help desks like Zendesk, Intercom, and Gorgias, but they're mostly for importing knowledge or for using their agent-assist tool, Tidio Copilot.

The fully autonomous AI agent, Lyro, is designed to live and breathe inside the Tidio inbox. So, if your team is already running smoothly on a platform like Zendesk or Freshdesk, bringing on Tidio's AI isn't just an integration, it's a full-on migration. You’d have to pack up your entire support operation and move it over to their system, which is no small task.

For teams who want to add some AI muscle to their current setup without the chaos of switching platforms, an AI agent designed to plug right in is a much better fit. The eesel AI Agent, for example, connects to help desks like Zendesk and Intercom in minutes, letting you automate support right where your team already works.

Tidio AI Agent pricing and plans

Tidio's pricing can feel a little confusing at first because you can buy the AI agent by itself or as part of a larger bundle. Let’s break it down so it makes sense.

• Free Trial: Every new Tidio account gets 50 free Lyro conversations. It's a good way to see it in action, but once you use them up, they're gone for good.

• Standalone "Lyro AI Agent" Plan: If you only want the AI, you can buy it separately. This starts at $32.50 per month (if you pay annually) and gets you 50 renewable conversations each month. The price goes up from there if you need more.

• Bundled Plans: Lyro is also included in Tidio's main customer service plans.

  • Starter ($24.17/mo): This just comes with the initial 50 one-time conversations. You can't add more on this plan.
  • Growth (Starts at $49.17/mo): This plan also gets the one-time 50 conversations, but you can buy a recurring monthly quota of Lyro conversations as an add-on.
  • Plus (Starts at $749/mo): This is for larger teams and includes a custom number of conversations, starting at 300 per month.
  • Premium (Custom Pricing): Their top plan starts with 3,000 Lyro conversations and offers a guaranteed 50% resolution rate with a unique pay-per-resolution billing model.

This usage-based pricing for AI chats means your monthly bill can bounce around depending on how busy you are. For businesses that prefer predictable costs, other platforms like eesel AI offer straightforward pricing based on features, with no per-resolution fees. This makes budgeting a whole lot easier, since you won't get a surprise bill after a spike in customer questions.

Here's a quick summary of the plans:

Plan	Price (Billed Annually)	Included Lyro Conversations
Free	$0/mo	50 (one-time)
Lyro AI Agent (Standalone)	Starts at $32.50/mo	50/mo (renewable)
Starter	$24.17/mo	50 (one-time)
Growth	Starts at $49.17/mo	Add-on required
Plus	Starts at $749/mo	From 300/mo
Premium	Custom	From 3,000/mo

This video provides a step-by-step tutorial on how to set up an AI chatbot using Tidio Lyro for your website.

Is the Tidio AI Agent right for you?

So, what's the verdict? The Tidio AI Agent is a really strong option for small to medium-sized businesses that are looking for an affordable, all-in-one platform to handle customer service. If you're just starting out or you're ready to move your entire support team to a new system, Tidio gives you a powerful set of tools, with Lyro as a capable and easy-to-use AI at the center.

The big things to think about, though, are its reliance on the Tidio ecosystem and its learning method. It really shines when you go all-in on the Tidio platform, which just isn't realistic for businesses already set up on help desks like Zendesk, Freshdesk. And since its knowledge comes from your documented FAQs, it might miss the nuances that are hidden in your actual customer conversation history.

Bottom line: if you need a new, consolidated platform, Tidio is definitely worth a look. But if you're trying to add powerful AI to the tools you already use, you'll probably be better off with a different solution.

A better way to automate your existing help desk

For teams that love their current help desk but want to add powerful AI automation without the pain of migrating, the eesel AI Agent is the ideal alternative. It’s built to make your existing tools smarter, not replace them.

Here’s what makes eesel AI different:

• Go live in minutes: It plugs directly into your help desk, like Zendesk, Freshdesk, or Intercom, with a single click. You don't have to switch platforms or mess up your team's current workflow.

• Learns from your expertise: eesel AI automatically trains itself on your past support tickets and conversations. That means it picks up your brand's unique voice, understands recurring issues, and knows what a great answer looks like right from day one.

• Test with confidence: With its powerful simulation mode, you can test the AI on thousands of your past tickets. This shows you exactly how it will perform and what your automation rate will be before you ever turn it on for live customers.

• Total control and predictable pricing: You get to decide exactly which tickets the AI handles and what it's allowed to do. And with simple, tier-based pricing, you never have to stress about surprise per-resolution fees.

Ready to upgrade your current help desk with AI that actually works with you? Explore the eesel AI Agent today.