# Lyro AI Agent (Tidio)

Category: AI agents. Public reviews about the AI: 25. Profile updated 2026-10-08.

Tidio's AI agent that answers customer conversations from your own content, in Tidio or another help desk.

## What it does

Lyro answers customer questions using only the content and guidance you provide [1]. It does not run a web search or make up a reply for questions outside your knowledge base [2]. Smart Actions automate order updates or lead qualification and send tickets to the right department, now with MCP [1]. Tidio says Lyro runs on Claude (Anthropic) and its own in-house models [1].

Channels: Live chat, Email, Messenger, Instagram, WhatsApp. Works with: Runs in the Tidio customer service platform, or as an AI agent added to Zendesk, Salesforce or another help desk [3]. Tidio's Lyro page says it connects with Zendesk, Intercom, Salesforce and 20+ platforms, and marks that integration as available with Tidio Premium [1].

## Handoff

Lyro hands off to a human agent when the customer asks, or creates a ticket if agents are offline [2]. You can set automatic handoffs for specific topics or keywords [2], and Lyro alerts the team when a customer needs a person [1]. What the human agent receives at handoff is not published.

## Controls

- Guidance to shape tone, style and escalation rules [1]
- Automatic handoff for specific topics or keywords [2]
- Answers only when confident; on live chat it may ask for more information, give a partial answer or hand off [2]
- Shows where it got each piece of information so answers can be checked [2]
- Analytics on conversations Lyro resolves and a feature to find gaps in the knowledge base [2]
- Real-time monitoring of conversations, with the option to step in [1]
- Guaranteed 50% resolution rate, managed service, analysis and monitoring on the Premium plan [3]

## Setup

Tidio says Lyro scrapes your support content automatically to build its knowledge base, and that it can be added to a website in a few clicks without technical knowledge [1].

## Billing

Per conversation. Lyro AI Agent starts at $32.50 a month for 50 Lyro conversations, with tiers up to 1,000 a month and custom volumes above that; the first 50 conversations are free [3]. The Premium plan adds pay-per-resolution billing [3]. What counts: A Lyro conversation is a customer interaction started through any channel connected to Tidio that gets at least one AI reply; more replies or a return visit still count as one conversation [3].

## Vendor claims (not results)

- Tidio says its customers average a 75% resolution rate with Lyro [1]
- Tidio says Lyro gives 100% reliable answers with no made-up data [2]
- Tidio cites a customer with a 97% decrease in average response time [2]

## Not found in public sources

- A Lyro voice channel
- Versioning or approval of changes to Lyro's setup
- A pre-launch testing tool for your own Lyro setup (the AI Playground shown is a demo)
- What a human agent receives at handoff

## What reviewers say

- Does the job: 95% positive (20 of 21; 95% interval 77%–99%)
- Accuracy: 3 positive, 1 negative (too few to rate)
- Handoff to a person: 2 positive, 0 negative (too few to rate)
- Cost: 1 positive, 1 negative (too few to rate)
- Setup and upkeep: 8 positive, 1 negative (too few to rate)

> "I am flabbergasted by all the features of Tidio Lyro. I am very pleased." (Wheelchairs Oasis LLC, Shopify App Store, 2026-10-06: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=1#review-2386294)
> "Our AI resolution rate is around 90%, which has helped us significantly reduce the number of customer service inquiries our team needs to handle manually." (Happy Hygge Gifts, Shopify App Store, 2026-09-16: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=2#review-2362790)
> "Lyro has also been a valuable tool for our team and continues to play an important role as we expand our use of AI within customer support." (lunavia, Shopify App Store, 2026-09-15: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=2#review-2361405)
> "Tidio, especially its AI agent, is a great help for me as a one-man brand, allowing me to provide exceptional customer support without spending much time on it. It learns from my website and the links I provide." (Moonchild Skunkworx, Shopify App Store, 2026-08-24: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=2#review-2333815)
> "The full extent of the services can optimize customer service all in one platform and allow AI to automatically answer repetitive questions, and escalate questions when appropriate." (Heaven Life Wellness, Shopify App Store, 2026-08-21: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=3#review-2331373)
> "Me ha aportado a mi canal de negocio ya que me apoya a obtener ventas desde el chat bot sin que yo responda las preguntas" (Olnatura Just, Shopify App Store, 2026-07-22: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=5#review-2293814)
> "The AI chatbot answers common customer questions instantly, which saves our team a lot of time and helps customers get answers even outside business hours." (The Fire Alarm Supplier, Shopify App Store, 2026-07-18: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=5#review-2289384)
> "Great app. Especially the AI part. It handles different languages and successfully converts sales." (Barkodim Israel 🇮🇱 ברקודים ישראל, Shopify App Store, 2026-07-09: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=6#review-2277484)
> "I run Tidio on several Shopify stores and the AI Chatbot converts customers without needing real agents. It makes small mistakes sometimes but these can be remedied by adding correct knowledge." (Κωδικοί Ελλάδας 🇬🇷, Shopify App Store, 2026-07-06: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=7#review-2273006)
> "A inteligência artificial aprende rapidamente sobre nossos produtos, conduz as vendas de forma eficiente e responde às dúvidas dos clientes com muita precisão." (iSinaliza.com, Shopify App Store, 2026-07-03: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=7#review-2269678)
> "The chatbot also saves time by answering common questions when our team is busy." (dr.SK Skincare, Shopify App Store, 2026-06-26: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=8#review-2261567)
> "They make it easy to integrate live chat and AI responses, and the app is also easy to use." (Stimulate Recovery, Shopify App Store, 2026-06-19: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=8#review-2253339)
> "At first, the bot was not very intelligent, but after training, it works better." (Albatross Industry, Shopify App Store, 2026-06-14: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=9#review-2244671)
> "Ottimo Ai bot per aiutare i tuoi clienti nella navigazione del sito e a convertire e risolvere problemi" (Bruno Calzature, Shopify App Store, 2026-06-12: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=9#review-2241762)
> "User friendly, Lyro is helpful. The phone app could be better, a tad difficult to navigate compared to desktop" (BarrierBoss™, Shopify App Store, 2026-06-11: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=9#review-2240815)
> "a month later and we are back as the Lyro Livechat agent is just too and solved so many queries before they even became an email ticket" (Royalcraft, Shopify App Store, 2026-06-11: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=9#review-2240046)
> "this one was easy from day one. Our whole team picked it up fast and our customers seem to actually like chatting with it." (VEXAN®, Shopify App Store, 2026-06-11: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=12#review-2211995)
> "It needs fine tuning but that is on me. Lots of work but I wish it was able to update knowledge easier like chatGPT." (H&S Motorsports, LLC., Shopify App Store, 2026-06-11: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=55#review-1835932)
> "der KI-Agent beantwortet einen Großteil der Standardfragen (Versand, Rabatte, Produktberatung) zuverlässig und rund um die Uhr – das spart uns als kleines Team enorm viel Zeit." (HanseGrow GmbH, Shopify App Store, 2026-06-05: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=10#review-2232516)
> "Great implementation to have questions about our products answered quicker. AI chatbot is easy trainable and the whole system is very understandable." (JZ Recording Equipment, Shopify App Store, 2026-05-29: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=10#review-2222825)
> "Unfortunately, after only one day, the bot stopped functioning the way it initially did, and many of the limitations and billing details were not clearly explained upfront." (Direct Discount Furniture & Mattress LLC, Shopify App Store, 2026-05-21: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=11#review-2213919)
> "My costumers are very happy and they enjoy the presence of the chatbot. It is also the cheapest option out there." (Arthur & Co., Shopify App Store, 2026-05-21: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=11#review-2212702)
> "Tidio ease of setup and customization is excellent. Chatbot is non-intrusive for browsing customers yet ready to provide specific information and products as requested." (Gaming Haven, Shopify App Store, 2026-05-16: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=13#review-2206623)
> "Koppelt makkelijk en snel en je kunt de Chatbot leren hoe deze moet antwoorden." (Zabi Hair, Shopify App Store, 2026-05-05: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=14#review-2190215)
> "The chatbot gives great answers, and the email recommendations for reply emails are spot on most of the time too." (Mobility Plus, Shopify App Store, 2026-04-30: https://apps.shopify.com/tidio-chat/reviews?sort_by=newest&page=14#review-2185470)

## Sources

1. [Lyro AI Agent](https://www.tidio.com/ai-agent/), Tidio, accessed 2026-10-08
2. [Trust and quality](https://www.tidio.com/ai-agent/trust-and-quality/), Tidio, accessed 2026-10-08
3. [Tidio pricing](https://www.tidio.com/pricing/), Tidio, accessed 2026-10-08

Canonical page: https://get-support-ai.com/products/tidio-lyro