What is Tidio?
Tidio is a conversational AI for customer service platform that handles customer questions across chat, email, and social messaging. It combines an AI agent, live chat, a help desk, and automation flows. The AI agent runs on your own support content and responds in your brand’s voice. Complex cases transfer to human agents without friction. Teams can manage every customer interaction from a single inbox. Tidio works via browser, desktop, and mobile apps on iOS and Android.
Features & Benefits
- Lyro AI Agent: Deploy a conversational AI agent that answers common customer questions using only your verified support data. Responses stay on-brand across live chat, WhatsApp, Instagram, and Messenger.
- Smart Actions: Give the AI agent the ability to take real-time actions by connecting it to your external systems. Order updates, lead qualification, and similar tasks run without human assistance.
- Email Resolution: Let the AI agent scan and resolve incoming support emails automatically. Routine requests get handled before they reach your team.
- Live Chat: Embed a lightweight chat widget on your website for real-time visitor support. Includes live typing preview, pre-chat surveys, file attachments, and read receipts.
- Live Video Calls: Start video calls with customers directly from the chat interface without switching tools.
- Help Desk and Ticketing: Convert chats and emails into support tickets with priority levels, tags, smart views, and advanced filtering. Route tickets to the right agent or department automatically.
- Ticket Workflows: Automate repetitive ticketing actions like closing inactive tickets or sending custom auto-replies without manual intervention.
- Flows (Automation Builder): Build no-code automation paths using a visual editor and 40-plus ready-made templates. Capture leads, recover abandoned carts, collect contact data, and trigger actions at key moments in the customer journey.
- Multichannel Inbox: Manage conversations from live chat, email, Instagram, Messenger, and WhatsApp from a single dashboard.
- Order Management (Shopify): Preview customer carts, check order history, recommend products, manage orders, and send discount codes directly from the chat window.
- Copilot: Surface AI-powered response suggestions inside the support workspace. Helps agents reply faster and handle more conversations without sacrificing quality.
- AI Reply Assistant: Turn basic agent notes into polished, professional replies using built-in AI writing assistance.
- Visitor Info and Notes: View each visitor’s browsing history, page activity, and contact details during a conversation. Attach notes to profiles for future reference.
- Departments: Split agents into departments and route tickets to the right group automatically. Let customers choose their department through automated flows.
- Multiproject: Manage multiple Tidio projects under one account from a single login.
- Analytics: Track support KPIs including conversation volume, first response time, time to close, channel performance, flow performance, lead collection, CSAT, and operator-level metrics. Compare data across time periods.
- Knowledge Base Management: Update the AI agent’s knowledge instantly from links, PDFs, and manual entries. A missed questions log identifies gaps in coverage.
- Multilingual Support: Serve customers in dozens of languages using your existing support content. The widget displays in each visitor’s default browser language automatically.
- Customization: Adjust widget position, background, welcome screen, chat visibility per device, and operator permissions to match your brand setup.
- Integrations: Connect to e-commerce platforms, email marketing tools, CRMs, analytics platforms, and third-party apps via OpenAPI and Zapier.
Real-World Applications
An online store fielding hundreds of daily questions about shipping, returns, and product availability can put conversational AI for customer service to work around the clock. The AI agent pulls answers directly from the store’s support content. Shoppers get accurate responses without waiting for an agent. When a question falls outside the AI’s knowledge, it hands the conversation to the right team member right away. Agents can see the visitor’s cart, order history, and browsing activity before they reply, so every handoff starts with full context.
A SaaS support team managing ticket queues across email and chat may use Tidio to consolidate all incoming requests into one inbox. Ticket workflows handle assignment, priority tagging, and routine closures automatically. The AI platform absorbs the high volume of repetitive tier-one questions, so agents can focus on technical escalations that need real expertise. Copilot surfaces AI-powered response suggestions inside the workspace, helping agents reply faster without sacrificing quality.
Service businesses that capture leads through their website can set up Flows to engage visitors at key moments — when they scroll past a pricing section or sit idle on a contact page. The automation collects contact details, qualifies the lead, and sends the data to a connected CRM without any agent involvement. Missed conversations outside business hours can trigger pre-built reply sequences so no inbound inquiry goes cold.
Hospitality and travel operators handling booking inquiries across multiple channels can connect Instagram, Messenger, and WhatsApp to a single Tidio inbox. Agents manage everything from one view while the conversational AI for customer service handles common pre-booking questions in the visitor’s own language. For situations that need a more personal touch, agents can escalate directly to a live video call without asking the customer to switch platforms.
