# Tidio: review and real cost

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

Verdict: Good, with caveats (5 of 8 checks). Rank 2 of 4 in Help desk and chat. Developer: TIDIO LLC. Listing: https://apps.shopify.com/tidio-chat

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.

## Monthly cost

| Store size | Plan | Per month | Arithmetic |
|---|---|---|---|
| 300 orders | Growth (250 conversations) | $59 | 150 human-answered conversations exceed Starter's 100, so Growth at 250 conversations: $59 a month [2] |
| 2,000 orders | Growth (1,000 conversations) | $179 | Growth tier for 1,000 billable conversations: $179 a month; 3 agents fit the 10-seat limit [2] |
| 10,000 orders | Plus | Quote | 5,000 conversations exceed Growth's 2,000 cap, so Plus is needed: from $300 a month plus usage, price by quote [2] |

## Checks

- [x] Free to start: Free plan, plus a 7-day free trial of paid plans [1][2].
- [ ] Prices public at every size: 5,000 conversations a month needs the Plus plan, which is priced by quote [2].
- [ ] Built for Shopify: The listing does not show the Built for Shopify badge [1].
- [x] Rated 4.7 or higher: Rated 4.8 on the Shopify App Store [1].
- [x] 500+ merchant reviews: 1,351 reviews on the Shopify App Store [1].
- [ ] Works with Shopify Flow: Shopify Flow is not listed under Works with [1].
- [x] You can take your data: Contacts export to CSV, and each chat transcript can be exported to CSV [5][6].
- [x] Security report named: Tidio names a 2026 SOC 2 Type II audit, with the report on request [4].

## Plans

- Free: $0. Live chat, ticketing, mobile app, social integrations. Limits: 50 billable conversations; 100 Flows visitors
- Starter: $29/month. Live chat and ticketing, live visitors list, operating hours, basic analytics. Limits: 100 billable conversations/month; 10 seats
- Growth: $59 to $349/month. Starter plus advanced analytics, automatic chat assignment, macros, user permissions. Limits: 250 to 2,000 billable conversations/month ($59 for 250, $179 for 1,000, $349 for 2,000); 10 seats
- Plus: From $300/month + usage. Departments, multiproject, OpenAPI, dedicated success manager, custom seats. Limits: Custom limits; contact sales
- Premium: Contact for pricing. From 3,000 Lyro conversations, guaranteed 50% Lyro resolution rate, pay-per-resolution billing, SSO. Limits: Contact sales
- Lyro AI Agent (add-on): From $39/month. AI agent conversations, 3 AI Actions, 5 AI Guidances, product recommendations. Limits: 50 to 1,000 Lyro conversations/month ($39 for 50, $700 for 1,000)

## Overview

Tidio combines live chat, a ticketing inbox and Lyro, an AI agent, in one app. It covers chat, email, Instagram, Messenger and WhatsApp [1][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 cart [1].

The app has been on the Shopify App Store since July 2014 and is available in six languages [1].

## Pricing

Tidio bills by billable conversations: a conversation counts once a human agent replies, and replies from Lyro or Flows do not count [2]. A store with 150 human-answered conversations outgrows Starter's 100 and pays $59 for Growth; at 1,000 conversations Growth costs $179 [2]. 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 quote [2]. Lyro is an add-on from $39 a month for 50 AI conversations [2].

## Merchants

Tidio is rated 4.8 from 1,351 reviews, with 86% five-star ratings [1]. Recent reviews praise quick setup, an easy dashboard and Lyro handling a large share of routine questions [3]. The low ratings mostly concern billing (a double charge, automatic upgrades that stay in place), missed onboarding follow-ups and support on the Plus plan [3].

## Data

Tidio completed a SOC 2 Type II audit in 2026 covering security, availability and confidentiality, and shares the report on request [4]. It runs on AWS, encrypts data at rest and says it follows GDPR and CCPA [7]. You can export contacts to CSV, and export chat transcripts to CSV one conversation at a time [5][6]. The OpenAPI comes with the Plus plan [2].

## Sources

1. [Tidio: AI Chatbot & Live Chat - Shopify App Store](https://apps.shopify.com/tidio-chat), Shopify App Store, accessed 2026-10-08
2. [Tidio Pricing](https://www.tidio.com/pricing/), Tidio, accessed 2026-10-08
3. [Tidio: AI Chatbot & Live Chat reviews](https://apps.shopify.com/tidio-chat/reviews), Shopify App Store, accessed 2026-10-08
4. [Tidio Trust Center](https://trust.tidio.com/), Tidio, accessed 2026-10-08
5. [The Contacts List](https://help.tidio.com/hc/en-us/articles/5445297342236-The-Contacts-List), Tidio Help Center, accessed 2026-10-08
6. [Chat transcripts](https://help.tidio.com/hc/en-us/articles/5463385056284-Chat-transcripts), Tidio Help Center, accessed 2026-10-08
7. [Security](https://www.tidio.com/security/), Tidio, accessed 2026-10-08

Canonical: https://app-stack-cost.com/apps/tidio/