Lyro
Lyro is Tidio's AI customer experience agent. It resolves support requests from your own approved content across website chat, email, WhatsApp, Instagram and Messenger, triggers real actions in your systems, and hands off to a human when needed.
What is Lyro?
Lyro is the customer experience agent published by Tidio, the AI customer service suite that also includes a help desk, live chat and the Flows chatbot. It answers customer questions and, once configured, carries out the work behind them. Lyro replies only from content the business has approved — uploaded FAQs, a scraped FAQ or website, imported Zendesk articles — and never searches the open web, which is how the vendor supports its claim of answers with no made-up data. Every reply exposes the exact source it came from, so a support lead can check it and fix the underlying content. The agent runs on Claude from Anthropic, stated plainly in the site's own FAQ.
Five channels are covered — the website widget, email and ticketing, Instagram direct messages, Facebook Messenger and WhatsApp — gathered into a single workspace, with conversations handled in more than 45 languages. Beyond answering, Lyro Actions lets teams assemble no-code workflows that call external systems: checking an order, updating an account, changing a subscription, issuing a refund, booking a call, opening a ticket. Inputs are collected before an action starts, as mid-flow collection is not supported in this version. Lyro Guidance shapes tone, personality and escalation rules, and one deployment can carry several personalities for different audiences. Lyro Shopping Assistant connects a product catalogue so the agent can suggest items or exact replacements inside the chat.
Rather than replacing an existing stack, Lyro plugs into it. Native connectors cover Zendesk, Intercom, Salesforce, Gorgias and Tidio's own help desk, with custom API connections and MCP on the higher tiers. Analytics report resolution rate, AI CSAT, AI intents and knowledge gaps. Tidio claims 67% of enquiries automated and a 97% fall in average response time, with case studies quoting resolution rates up to 89% — vendor figures, not independently verified. Security is documented: SOC 2 Type 2, GDPR, CCPA, CPRA, EU-US DPF, encrypted traffic and storage, two-factor authentication and role-based access control. For larger rollouts a Professional Services team handles configuration, integration, workflow mapping, testing and a dedicated Success Manager.
What it does
- Answer customer questions 24/7 using only the content you have approved
- Take real action in your systems: order status, account updates, refunds, subscription changes, ticket creation, meeting booking
- Escalate to a human agent when the question falls outside its scope or touches a sensitive topic
- Recommend products from your catalogue directly inside the conversation
- Qualify leads and route requests to the right team
- Handle email replies as well as Instagram, Messenger and WhatsApp messages from one workspace
- Track resolution rate, CSAT and response time, and point out gaps in your knowledge base
When to use Lyro / When not to
A quick filter to help you decide if Lyro is the right fit.
When to use Lyro
- Customer support teams buried under repetitive, high-volume enquiries
- Online retailers handling order status, returns and product recommendations in chat
- Companies already running Zendesk, Intercom, Salesforce or Gorgias who want AI without migrating
- Multilingual, multi-brand organisations serving customers in dozens of markets
- Larger businesses that want the rollout done for them by an implementation team
When not to use Lyro
- Consumers and private individuals: the terms restrict the service to business customers
- Regulated high-risk uses such as medical diagnosis, credit-worthiness decisions or real-money gambling, which need written consent
- Healthcare workloads involving protected health information, since the vendor is not a HIPAA business associate
- Teams that need a voice or telephone agent, as only chat, email and messaging channels are covered
- Anyone under 13, and anyone looking for a low-cost personal assistant rather than a business tool
How to use Lyro
A typical end-to-end flow, from setup to results.
- Create a free account through the Tidio registration page, or book a 30-minute call with the sales team; the 7-day trial needs no credit card
- Feed the knowledge base: upload your FAQs, run the FAQ or website scraper, or import your Zendesk articles
- Connect the channels you serve: website widget, email inboxes, Instagram, Messenger, WhatsApp
- Link your existing help desk or CRM through Lyro Connect (Zendesk, Intercom, Salesforce, Gorgias, Tidio) or a custom API connection
- Set the agent's tone, personality and custom name with Lyro Guidance
- Define escalation and handoff rules for sensitive topics and high-value customers
- Build your Actions in the visual builder: state the goal, choose the data to collect, assemble the steps and supply the API credentials
- Test in the playground, then review and validate every workflow, rule, API call and permission before going live, as the terms require
- Connect your product catalogue if you want the Shopping Assistant to recommend items
- Watch resolution rate, CSAT and content gaps in the analytics dashboard, and keep enriching the knowledge base
Pros & Cons
Pros
- Answers are restricted to your approved content and show their source, which limits invented replies
- Sits on top of the stack you already run instead of forcing a migration
- Does real work in your systems rather than only replying to messages
- Genuinely multichannel: website, email, WhatsApp, Instagram and Messenger in one workspace
- A 7-day trial with no credit card, followed by a permanent free plan
- Compliance is documented: SOC 2 Type 2, GDPR, CCPA, CPRA, EU-US DPF, a public DPA and a named list of AI sub-processors
- Human help is available, up to a guaranteed 50% resolution rate and a managed service on the Premium plan
Cons
- Only the Core plan shows a price; Plus, Premium and Enterprise are all quote-only
- The bill follows AI conversation volume, so the entry price says little about what you will actually pay
- Key capabilities — MCP, open API, SSO, Mobile SDK, AI insights, CSAT, pay-per-resolution — sit on the upper tiers
- Lyro is not standalone: the account, the billing and the help desk all run through Tidio
- Legal documents, support and postal contact details live on the parent site, not on the Lyro domain
- Actions require every input to be collected up front, since mid-flow collection is not supported in this version
- No voice or telephone channel is documented, and the 45+ supported languages are never listed by name
Pricing & Plans
A permanent free plan exists: at the end of the trial an account is automatically downgraded to it unless the subscription is upgraded. The trial itself lasts 7 days, covers every feature and plan, and requires no credit card. The cheapest paid option is the Core plan, starting at 39.00 USD per month for 50 to 1,000 AI conversations, with two months free on annual billing. The Plus, Premium and Enterprise tiers are priced on request.
- permanent free plan
- every account starts with 50 Lyro conversations
- which are only refreshed monthly on a paid plan
- from 39.00 USD per month
- 50 to 1
- 000 AI conversations
- 3 AI Actions
- 5 AI Guidances
- product recommendation engine
- Lyro for emails
- basic analytics
- quote-only
- custom conversation volume from 300
- up to 10 AI Actions and 10 AI Guidances
- real-time knowledge refresh
- Lyro for sales
- Lyro for product feedback
- MCP connections
- open API with 10
- quote-only
- custom conversation volume
- from 10 AI Actions and 10 AI Guidances
- guaranteed 50% Lyro resolution rate
- pay-per-resolution billing
- Mobile SDK
- AI insights and CSAT
- super admin role
- quote-only
- fully customisable AI automation built for scale
- compliance and complex operations
- delivered with the Professional Services team
Data, GDPR & hosting
A consolidated view of how Lyro handles your data.
GDPR overview
GDPR implementation is documented rather than merely claimed. Tidio LLC and Tidio Poland Sp. z o.o. are named joint controllers in a privacy policy last updated on 12 March 2026. A data processing agreement is published as a PDF and incorporated by reference into the terms for UK, EU and Swiss users. Transfers to the United States rely on Standard Contractual Clauses and on Tidio LLC's certification under the EU-US Data Privacy Framework, its UK extension and the Swiss-US framework, with BBB National Programs as the dispute body. A Data Protection Officer is reachable at privacy@tidio.net, with complaints answered within 45 days. Data subject rights are listed in full. No Article 27 representative is designated, which is consistent: the group already has an EU establishment in Poland.
Who owns the data?
Tidio does not claim ownership of the information you submit through your account or the service, and you keep your rights to the content you post. You must hold the rights to whatever you upload. In exchange you grant Tidio a worldwide, non-exclusive, royalty-free licence to host, copy and process that input, but only to deliver and improve the service, to comply with the law and to enforce the terms. The platform, the API and Tidio's own content stay its exclusive property, as do any model improvements derived from aggregated, anonymised data. Input may pass through three named AI sub-processors, contractually barred from training their own foundation models on it.
Reuse rights
Nothing in the terms restricts how you reuse the answers the agent produces for your own business: you may publish them, store them or feed them into your systems without asking permission. Three duties come attached. Output may be inaccurate or incomplete, so you must review it before relying on it. You must tell end users they are talking to an AI and never present its replies as human-written. And you carry full responsibility for the outcome of every Action the agent executes, including downstream effects in connected systems. Output may not be used for spam, malware, defamatory content, unsupervised professional advice, or to train or fine-tune competing models.
Data retention & training
Hosting summary
The privacy policy states that data is mainly processed within the EEA, on servers located there. Because Tidio LLC, the contracting entity, is US-based, some data may be transferred from the EEA or the United Kingdom and processed in the United States. Those transfers rely on Standard Contractual Clauses and on Tidio LLC's certification under the EU-US Data Privacy Framework, its UK extension and the Swiss-US framework. The terms publish an annex listing the AI sub-processors and their hosting regions: OpenAI, L.L.C. in the EU, Anthropic PBC in the US and Google Cloud Platform in the EU. All three are contractually barred from training their own foundation models on customer data, and the vendor promises at least 30 days' notice before any material change to that list. A public trust centre carries the certifications. The tool's own website resolves to Amazon infrastructure, which says nothing about where customer data itself is stored.
Things to keep in mind
Risks and trade-offs to weigh before adopting Lyro.
- The agent's output can be inaccurate or incomplete, and the terms put the duty of human review squarely on you
- You carry full responsibility for every action the agent executes in your systems, including downstream effects you did not anticipate
- The agent holds API credentials for connected systems, and protecting them is your obligation, not the vendor's
- The terms require you to tell end users they are talking to an AI, while the product pages leave that disclosure to your discretion
- Answer quality depends entirely on the freshness and accuracy of the knowledge base you feed it, so a neglected FAQ degrades the service silently
- Aggregated, anonymised interaction data is used to tune the vendor's models unless you ask support to opt out, and some data is transferred outside the EEA to the United States
- Contractual liability is capped at the greater of 100 USD or twelve months of fees, and heavy usage can be throttled under the fair-use policy
Setup & Integrations
Technical difficulty
Basic setup needs no code: create the account, run the website or FAQ scraper, drop in the widget, and connect a help desk through a native integration rather than a migration. Actions are assembled in a visual builder. Technical skill becomes necessary for custom API connections, MCP, the Mobile SDK and SSO, and the terms make you responsible for testing every workflow, rule, API call and permission before going live. Guided onboarding, a Professional Services team and a dedicated Success Manager are available on the upper plans. One customer reports being operational within hours; enterprise rollouts are announced in weeks.
Deployment
Apps stores
Integrations
Behind Lyro
Fundraising
Social
Resources
All the official URLs gathered for verification and reference.
Frequently asked questions
What is Lyro?
Which AI model powers Lyro?
How does the free trial work?
What counts as a Lyro conversation?
Does Lyro work with my existing help desk or CRM?
Which channels can I connect?
How does Lyro avoid giving out false information?
Can Lyro do more than reply?
Is Lyro secure and compliant?
How long does an enterprise rollout take?
Should you pick Lyro?
Lyro is a serious attempt at an AI support agent that a compliance team can live with. Its central design choice — answering only from content the business has approved, never from the open web, and showing the source of every reply — is what separates it from a generic chatbot, and it pairs naturally with the ability to take real action through no-code workflows in the systems a support desk already uses. The native connectors for Zendesk, Intercom, Salesforce and Gorgias mean the tool joins an existing stack rather than replacing it, which lowers the cost of trying it. Documentation on the legal side is unusually complete for this category: a public DPA, a named list of AI sub-processors with their hosting regions, SOC 2 Type 2, GDPR and CCPA, and a training opt-out you can request.
The reservations are commercial rather than technical. Only the entry plan carries a price, and because billing follows AI conversation volume, 39 USD per month tells you little about what a real deployment will cost. Several capabilities that a mid-sized team would consider essential — open API, SSO, MCP, AI insights — sit on quote-only tiers. Lyro is also not a standalone product: the account, the billing and the help desk run through Tidio, and the legal pages and support contacts live on the parent domain. There is no voice channel, and the 45+ languages are never listed. The published performance figures, from 67% automation to 89% resolution, are vendor claims. For an e-commerce or service business with a busy, already-tooled support desk, Lyro is worth a 7-day trial; for anyone outside that profile, the pricing conversation comes first.
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