Product evidence / not a review

Tidio Lyro

Tidio Lyro is an AI support agent that answers using supplied knowledge and offers Shopify product recommendations and configurable order-status actions. [1][2]

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Document-based record. Not independently product-tested.

Source excerpts below support vendor claims. They do not prove performance, compliance or suitability for your store.

SHOPIFY: The Lyro guide documents a dedicated Shopify product-recommendation integration; a vendor integration page describes an order-status action that retrieves payment, fulfillment, purchased-item and tracking details from Shopify after shopper verification. [1][2]
CHANNELS / DOCUMENTED SAMPLE: web live chat, Facebook Messenger, Instagram, WhatsApp, email (initial incoming reply only) [4]
AUTOMATION SCOPE: Answers from configured knowledge sources, offers dedicated Shopify product recommendations and an order-status action, and can use Procedures with Actions for multi-step tasks. The email guide says Lyro only answers the initial incoming email; customer follow-up in that thread requires human agents. [1][2][5][4]
HUMAN CONTROL: Supports handoff rules for live-agent requests or missing answers, online/offline transfer-or-ticket settings, immediate handoff audiences and natural-language escalation guidance. Administrators can also choose to keep conversations with Lyro rather than transfer them. [3]
FINNISH EVIDENCE: Finnish is explicitly included in Lyro's supported-language list. Lyro detects and replies in an allowed customer language; its supported-language configuration is independent of widget translations. Finnish answer quality was not tested. [6]
PERFORMANCE: No hands-on product test has been run.

Pricing structure

The live vendor pricing page shows Lyro from $39/month for 50 Lyro AI conversations with monthly billing, or $32.50/month in its annual view. The Shopify listing also shows $39/month but says reach up to 200 Lyro conversations, so the included quota is not reconciled. A Lyro conversation is counted after at least one AI reply, not only on successful resolution. [7][8][9][10][11][12][15][13][14][4]

Numeric calculator fields are deliberately null because current first-party pricing-page and Shopify-listing quota descriptions conflict (50 versus up to 200 at the advertised $39 starting point). No per-resolution equivalent or marginal unit rate is calculated.
The first 50 free Lyro conversations are lifetime/one-off, not a recurring free monthly AI allowance. Paid Lyro quota is required for monthly refresh.
Conversation counting is an unresolved first-party documentation difference: the pricing FAQ says a customer returning later still counts as a single conversation, but the Lyro overview says a thread closes after 15 minutes of inactivity and a further AI reply in a new thread consumes quota again. Do not assume every repeat visit is universally one billable conversation.
Quota renewal is an unresolved first-party documentation difference: the pricing FAQ says 30 days from payment, while the Lyro overview says each monthly activation anniversary (the day Lyro was activated for the account). The renewal schedule has not been reconciled.
Human-agent billable-conversation quota and Flows are separate products/allowances; Lyro can be purchased standalone and retains the free human-conversation limit. A paid human-helpdesk plan is not automatically included in the advertised Lyro price.
The Lyro overview limits email automation to the initial reply; do not assume fully autonomous multi-turn email support.

This is not a quote or complete bill. Confirm current terms, required plans and minimums with the vendor. The custom cost lab does not use these records as automatic presets.

Model your own explicit assumptions →

Primary-source evidence

[1] Lyro - the conversational AI agent
https://help.tidio.com/api/v2/help_center/en-us/articles/9003475527196.json
Retrieved 2026-10-22T21:51:09.649258+00:00
What is Lyro? Lyro utilizes artificial intelligence and natural language processing to engage in human-like customer conversations. It can ask additional questions to gather more information from your website visitors to provide the most satisfactory answer, and it can see and interpret images as well. Lyro's knowledge can be based on your website's FAQ page (and various other sources of data, depending on what you add) to help respond quickly if… [excerpt]
Read full source quote
What is Lyro? Lyro utilizes artificial intelligence and natural language processing to engage in human-like customer conversations. It can ask additional questions to gather more information from your website visitors to provide the most satisfactory answer, and it can see and interpret images as well. Lyro's knowledge can be based on your website's FAQ page (and various other sources of data, depending on what you add) to help respond quickly if the information is available. However, if the answer lies beyond the available data, Lyro will seamlessly redirect the question to a human agent for further assistance. In addition to internal knowledge that you upload, Lyro also understands the context when responding to a visitor's message. Lyro can see three hours into the past for the most recent history - which includes any conversation between the visitor and live agents, as well as flow and AI interactions. Enabling and configuring Lyro To configure and enable Lyro on your Tidio project for the first time, navigate to the Lyro AI Agent panel - you will see the introductory Setup page first: There, you will be guided through the basic recommended steps of setting up Lyro for your Tidio project. This includes adding knowledge (data sources), connecting your product catalogue, giving Lyro a specific tone of voice, as well as testing. 💡 Please note: when you enable Lyro, any Visitor says flows you currently have will be disabled. This is to make sure visitors' messages do not interfere with how Lyro works in general, and how Lyro tasks trigger. However, you can enable your Visitor says flows back again anytime, even if Lyro is active. Please use the list below to see the details on specific sections of your Lyro AI Agent settings: Hub Knowledge (Data sources, Products, and Suggestions) Behavior (Guidance, Handoff, Proactive Roles, Procedures, Actions, and MCPs) Playground Channels Configure Conversations Analytics Hub At the top of the list, you will also find the Hub section - it shows you all of the basic information about Lyro's performance (separately for live conversations and emails), and offers recommendations regarding your Lyro setup or unresolved inquiries that deserve your attention. It serves as a kind of command center for Lyro, where you can quickly access the most important data. Knowledge (data sources, products, and suggestions) The Knowledge section is comprised of three elements: Data sources, Products, and Suggestions. Data sources When you add knowledge to Lyro (e.g. once a page's content is uploaded) you will see it listed in the Data sources list: Naturally, you will also see any manually added question-and-answer pairs in the same tab. You can add more pairs (or URLs) later on, whenever needed, using the Add knowledge button. There are different methods of adding data sources; please see this dedicated guide to learn all about data sources. When your data sources are ready, remember to activate Lyro so that it becomes available for your website visitors. You can activate (or deactivate) Lyro in the Channels tab: Products The Products tab allows you to manage the Product Recommendations engine that is available for online stores; it allows Lyro access to your product database, granting it knowledge of your products. This feature is available for Shopify and WooCommerce stores through its dedicated integration, as well as for all platforms in general through OpenAPI. See this article on the dedicated Product Recommendations engine for Shopify. See this article on the dedicated Product Recommendations engine for WooCommerce. See this article to learn about the Product Recommendations engine for all platforms, available via OpenAPI. Please note that the Product feed upload option is only available to Plus subscribers, and allows uploading your entire catalog without the use of API.
[2] Tidio & Shopify Order Status - Faster Support ChatTidio - AI customer service chatbot software - home page
https://www.tidio.com/integrations/get-order-status-from-shopify/
Retrieved 2026-10-22T21:51:09.649872+00:00
Answer order status questions in chat Lyro replies with payment status, fulfillment, purchased items, and tracking details pulled from your Shopify store. lock Verify shoppers before sharing details The Get order status from Shopify action asks for email and order ID, and can also request a zip code or phone number.
[3] Lyro - the conversational AI agent
https://help.tidio.com/api/v2/help_center/en-us/articles/9003475527196.json
Retrieved 2026-10-22T21:51:09.649258+00:00
Configuring Lyro's handoff behaviour You can decide what Lyro is going to do if a visitor asks to speak with a live agent, or if Lyro is unable to answer the visitor's question. In Lyro's Handoff section, you can set the default rules for handoff behavior as well as add extra guidance regarding handoff: Handoff behavior When you open Handoff behavior, there are two tabs: Behavior and Messages. Behavior Under the the Behavior tab, you can see two… [excerpt]
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Configuring Lyro's handoff behaviour You can decide what Lyro is going to do if a visitor asks to speak with a live agent, or if Lyro is unable to answer the visitor's question. In Lyro's Handoff section, you can set the default rules for handoff behavior as well as add extra guidance regarding handoff: Handoff behavior When you open Handoff behavior, there are two tabs: Behavior and Messages. Behavior Under the the Behavior tab, you can see two handoff settings (one for when you're online, and one for your offline hours), as well as optional handoff audiences: The default option for both online and offline times is Transfer conversation to agent. If you do not want Lyro to transfer a visitor to your live conversation inbox in a given situation, make sure you select the option you prefer. You can decide whether Lyro should keep the conversation or create a ticket: Handoff for online hours If Lyro is allowed to transfer conversations to live agents during online hours, Lyro will offer the Talk to a person option: Once the visitor clicks on it, Lyro will pass the entire conversation on to the regular conversations inbox: If Lyro is supposed to keep all conversations while you're online, then it will ask the visitor to paraphrase their question, or simply explain that it lacks the necessary knowledge. If Lyro is supposed to create a ticket, then a new ticket will be created. Of course, if the visitor hadn't provided a contact email so far, Lyro will ask for the address: Lyro will then inform the visitor that someone from the team will respond via email later. The newly-created ticket can be found in the Unassigned folder of your project's Tickets inbox. It will be indicated that the ticket was created by Lyro, and the ticket itself will include a transcript of the conversation for quick reference. Handoff for offline hours If you're offline, Lyro handles things in a slightly different way. If Lyro is allowed to transfer the chat, it will first inform the visitor that nobody's available: The chat will be visible in the Unassigned folder, along with any other chats awaiting a response from a live agent: If Lyro is supposed to keep chats during your offline time, then it will simply explain that nobody is currently available, and will also ask the visitor to rephrase their question: If Lyro is supposed to create a ticket, it will behave in the same way as during online hours - it will collect the visitor's email address, inform them that a ticket was created, and that someone will respond via email as soon as possible: Messages Under the Messages tab, you get the option to modify Lyro's predefined answers for handoff situations: Note that the predefined handoff messages are automatically translated for any users who message you and require a language that's different from your default. Handoff audiences This additional option (under the Behavior tab) lets you select specific custom audiences, so that Lyro will immediately transfer users (who meet your criteria) to a live agent. Lyro will basically not provide support on its own to these users, and your agents will be able to handle them right away instead. Audiences are created and managed in the Audiences tab, and can also be used for Lyro's data sources. Please see this part of the guide for details regarding audiences. Handoff guidance With Handoff guidance, you can instruct Lyro on when to pass the conversation to your human support team. This type of guidance is great for handling sensitive or complex topics where a simple escalation process might not be ideal. Here are some examples of handoff/escalation guidance: Cancel and refund: Escalate to a human agent if the visitor requests a refund or wants to cancel an order. Escalate if customer is frustrated: Escalate to a human agent immediately if the customer is angry or annoyed. Please see this dedicated guide for more information on (and examples of) Guidance in general.
[4] Lyro - the conversational AI agent
https://help.tidio.com/api/v2/help_center/en-us/articles/9003475527196.json
Retrieved 2026-10-22T21:51:09.649258+00:00
Selecting Lyro's communication channels When you activate Lyro, it always works on the live chat channel by default - which means Lyro can respond to any live chat messages you receive via the Tidio widget on your website. However, you can decide if you also want Lyro to work on other channels: Messenger, Instagram, WhatsApp, or even respond to incoming tickets. You can see these options inside the Channels section, divided into two tabs: Live co… [excerpt]
Read full source quote
Selecting Lyro's communication channels When you activate Lyro, it always works on the live chat channel by default - which means Lyro can respond to any live chat messages you receive via the Tidio widget on your website. However, you can decide if you also want Lyro to work on other channels: Messenger, Instagram, WhatsApp, or even respond to incoming tickets. You can see these options inside the Channels section, divided into two tabs: Live conversations and Emails. Lyro in live conversations Here you can decide which additional live conversation channels Lyro responds in. If you haven't integrated your Tidio project with any of the available platforms, the switches will be inactive, and you will get the option to integrate. Lyro in tickets (the Email channel) Enabling the Email channel allows Lyro to respond to incoming emails. When you enable this channel, any mailbox you've already connected (in Settings > Email) will be automatically listed - allowing Lyro to respond to emails forwarded from those mailboxes. 💡 Please note: Lyro will only respond to the initial email that arrives, starting a new thread in your Tickets inbox. If there are no more emails received from the customer in that thread, the ticket is considered as resolved by Lyro; if the customer responds, the thread stays open and your live agents will need to respond manually.
[5] Lyro - the conversational AI agent
https://help.tidio.com/api/v2/help_center/en-us/articles/9003475527196.json
Retrieved 2026-10-22T21:51:09.649258+00:00
Using Procedures for complex scenarios Procedures are complex, multi-step workflows for specific situations (e.g. refund requests) that you can instruct Lyro on. The Procedures tool allows you to define scenarios and their necessary steps in an intuitive way, while letting Lyro guide the conversation throughout the entire process. Procedures let you give Lyro step-by-step instructions for handling specific situations from start to finish, includi… [excerpt]
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Using Procedures for complex scenarios Procedures are complex, multi-step workflows for specific situations (e.g. refund requests) that you can instruct Lyro on. The Procedures tool allows you to define scenarios and their necessary steps in an intuitive way, while letting Lyro guide the conversation throughout the entire process. Procedures let you give Lyro step-by-step instructions for handling specific situations from start to finish, including when to call your external systems via API (through the use of Lyro Actions). Think of it as writing down your company's own process, in plain language, and having Lyro follow it exactly. Instead of describing a rule (or set of rules) in detail, you define a sequence of specific and clear steps. Each step in your Procedure can use Actions or Contact Properties, as well as create a ticket for your team to handle later. Unlike a rigid Flow (or similar pre-made automation), Procedures are AI-driven. This means Lyro doesn't just follow the script robotically - it holds the process in mind while still responding naturally, handling typos, unexpected visitor replies, or side questions; without losing track of the overall goal or leaving the visitor stuck. Please see this dedicated guide for more details on using Procedures.
[6] Lyro Multilanguage support
https://help.tidio.com/api/v2/help_center/en-us/articles/12643043611036.json
Retrieved 2026-10-22T21:51:09.648691+00:00
Lyro's multilanguage system is independent from your general Tidio widget settings (which you can learn about in this dedicated guide). That means your widget translations do not impact how Lyro chooses its language. It is also worth mentioning that Lyro works natively in the customer’s language instead of translating messages to English (internally) first. This results in more natural, accurate, and consistent communication. Lyro's multilanguage… [excerpt]
Read full source quote
Lyro's multilanguage system is independent from your general Tidio widget settings (which you can learn about in this dedicated guide). That means your widget translations do not impact how Lyro chooses its language. It is also worth mentioning that Lyro works natively in the customer’s language instead of translating messages to English (internally) first. This results in more natural, accurate, and consistent communication. Lyro's multilanguage system works on all Tidio projects where Lyro is enabled. There are currently forty-eight (48) supported languages: Arabic (Modern) Bengali Bosnian Brazilian Portuguese Bulgarian Catalan Chinese (Simplified) Chinese (Traditional) Croatian Czech Danish Dutch English Estonian Finnish French German Greek Hebrew Hindi Hungarian Icelandic Indonesian Italian Japanese Korean Latvian Lithuanian Luxembourgish Malay Mongolian Norwegian Norwegian (Bokmål) Persian Polish Portuguese Romanian Russian Serbian Slovenian Spanish Swahili Swedish Thai Turkish Ukrainian Urdu Vietnamese Lyro automatically detects the customer’s language during a conversation, and replies in the same language - as long as it’s allowed in your project's Lyro configuration. We cover this later in the article.
[7] Tidio Pricing—Find the Best Plan for Your Business Needs
https://www.tidio.com/pricing/
Retrieved 2026-10-22T21:53:33.637247+00:00
Lyro AI Agent Our customers average a 75% resolution rate with Lyro, the AI agent. Answer common questions and perform recurring tasks automatically so your team can focus on growing your business. Read more Human handoff Customizable communication style Knowledge-based responses Available as a stand-alone product Starts at $ 39 /mo. From 50 Lyro AI conversations 7-day free trial Calculate savings
[8] Tidio Pricing—Find the Best Plan for Your Business Needs
https://www.tidio.com/pricing/
Retrieved 2026-10-22T21:58:53.090218+00:00
Lyro AI Agent Our customers average a 75% resolution rate with Lyro, the AI agent. Answer common questions and perform recurring tasks automatically so your team can focus on growing your business. Read more Human handoff Customizable communication style Knowledge-based responses Available as a stand-alone product Starts at $ 32.50 /mo. From 50 Lyro AI conversations 7-day free trial Calculate savings
[9] Tidio: AI Chatbot & Live Chat - Live chat, helpdesk and an AI chatbot that sells and... | Shopify App Store
https://apps.shopify.com/tidio-chat
Retrieved 2026-10-22T21:53:34.625362+00:00
Lyro AI Chatbot $39 / month or $390/year and save 17% Reach up to 200 Lyro conversations. Upgrade as you grow. Features All Free plan features Website scraper Lyro Actions & MCPs Native Shopify actions No Tidio branding (add-on) Live chat support (24/5) 7-day free trial All charges are billed in USD. Recurring and usage-based charges are billed every 30 days.
[10] Tidio Pricing—Find the Best Plan for Your Business NeedsTidio - AI customer service chatbot software - home page
https://www.tidio.com/pricing/
Retrieved 2026-10-22T21:48:36.095005+00:00
What is a Lyro conversation? A Lyro conversation is a customer interaction initiated through any channel integrated with Tidio that has at least one reply from our AI Agent. Even if Lyro replies a dozen times or more to solve the customer’s problem, or if the customer leaves the chat window and returns to it at a later time, that still counts as a single conversation. Can I purchase Lyro AI Agent or Flows as a standalone product? Yes, each of our… [excerpt]
Read full source quote
What is a Lyro conversation? A Lyro conversation is a customer interaction initiated through any channel integrated with Tidio that has at least one reply from our AI Agent. Even if Lyro replies a dozen times or more to solve the customer’s problem, or if the customer leaves the chat window and returns to it at a later time, that still counts as a single conversation. Can I purchase Lyro AI Agent or Flows as a standalone product? Yes, each of our three core products - Lyro AI Agent, Customer Service and Flows - can be purchased individually or as part of a bundled plan in any configuration. This means you can choose to buy only the Lyro AI product or Flows and still benefit from the free limit of human conversations included in all subscriptions.
[11] Tidio Pricing—Find the Best Plan for Your Business NeedsTidio - AI customer service chatbot software - home page
https://www.tidio.com/pricing/
Retrieved 2026-10-22T21:48:36.095005+00:00
When will my Lyro conversation limit refresh? Every Tidio account starts with 50 Lyro conversations, but you need to upgrade to the Lyro AI Agent plan to refresh it monthly. You can access higher Lyro conversation limits with the Lyro AI Agent and Plus plans. If you’re using the Lyro AI Agent or Plus plans, your limit refreshes 30 days from the moment you make the payment.
[12] Tidio Pricing—Find the Best Plan for Your Business NeedsTidio - AI customer service chatbot software - home page
https://www.tidio.com/pricing/
Retrieved 2026-10-22T21:48:36.095005+00:00
Your first 50 conversations are free (lifetime). You can upgrade your monthly limit to 50 - 1 000.
[13] Lyro - the conversational AI agent
https://help.tidio.com/api/v2/help_center/en-us/articles/9003475527196.json
Retrieved 2026-10-22T21:51:09.649258+00:00
A single Lyro use is essentially a single time Lyro responds for the first time in a given conversation thread or ticket thread. Please note that a thread closes after 15 minutes of inactivity; any new message from the visitor will start a brand new thread, and Lyro's new response will be counted against your quota once more.
[14] Lyro - the conversational AI agent
https://help.tidio.com/api/v2/help_center/en-us/articles/9003475527196.json
Retrieved 2026-10-22T21:51:09.649258+00:00
If you subscribe to the paid Lyro AI Agent package, your limit refreshes each month on the day that Lyro was activated for your account. For example, when Lyro was activated for you on the 14th of June - your quota will continuously refresh on the 14th of each month. However, if you're not subscribed to a Lyro package - the limit is not renewable, and equals to 50 initial Lyro responses.
[15] Tidio Pricing—Find the Best Plan for Your Business NeedsTidio - AI customer service chatbot software - home page
https://www.tidio.com/pricing/
Retrieved 2026-10-22T21:48:36.095005+00:00
What is a “Billable conversation”? "Billable conversation" refers to any live chat, ticket, email or social media channel conversation that includes a message from a human agent (you). Unanswered messages initiated by visitors/customers are not counted, ensuring you're billed only for relevant interactions. Responses from Flows and Lyro AI Agent are not counted as ‘agent replies’.