Conversation is any live chat, ticket, email or social media channel conversation. A visitor, operator or an automated flow may initiate a conversation.   Remember that not all conversations are counted as “Handled conversations”

"Handled 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 Chatbot are not counted as ‘agent replies’.

No. A conversation is only billed as a Handled Conversation once you reply using Tidio or proactively initiate a conversation with your visitor. If you don’t respond to a customer conversation – if it’s spam or simply a message that doesn’t require a reply – the conversation won’t count toward your monthly limit.

A conversation that receives a response by a human agent or is initiated by a human agent will only be counted as one Handled Conversation regardless of how many messages are sent or received on the thread.

During the free 7-day trial, you can test all Tidio features and plans and see how to improve customer service and accelerate sales. You don’t need to provide us with your credit card information to access the free trial.   At the end of the trial, your account will automatically be downgraded to the Free plan unless you upgrade your subscription to a paid option.   It means that you can use the full feature set of any Customer Service, Lyro AI Chatbot, Flows or Email Marketing plan within your first 7 days with Tidio.

Yes, you can. You can downgrade or upgrade your subscription at any time.   Please note that any subscription changes will come into effect at the start of your next billing cycle meaning that you will keep your premium features until the end of the existing cycle.

Absolutely. Our products are designed to complement each other, so you can mix and match to create a solution tailored to your business needs.   For example, you can combine a Customer Service plan with the Flows and Lyro AI Chatbot plans to create an AI customer service suite that solves most customer problems without human intervention, freeing your live support agents to handle complicated requests.   You can subscribe to a single paid plan and use the free features of other plans at the same time. For example, you can subscribe to the Growth Customer Service plan and use the free plan versions of Lyro AI Chatbot and Flows.   You can also subscribe to the free versions of all our plans. Alternatively, you can also bundle multiple paid plans for more features and better limits.

Absolutely. After subscribing to one of our products you can still use free features and quotas from the free plan for all other products.   With a Flows plan, you can add our pre-defined Flows templates to your website or manually create automated workflow scenarios with our drag-and-drop automation builder.   The Lyro AI Chatbot plan enables you to handle up to 300 conversations per month with AI. However, you can let Lyro handle as many conversations as you want with Tidio+.

Yes, you can add Tidio to multiple sites and/or stores.   Please note, however, that the live chat widget will share all the appearance and behavior settings across all your websites/stores. This means it will have the same color scheme, it will go online/offline according to the same DND hours, it will display the same offline messages, etc. If you want to have a different behavior for every website, talk to us.

Yes. The Customer Service plans enable you to proactively engage your website visitors through the live chat widget.

Tidio’s AI-powered ticketing system enables you to transform incoming support emails, live chat conversations, and social media messages into tickets and assign them to available operators.   You can monitor tickets and add notes or custom tags to follow up on conversations.   Tidio automatically analyzes your conversations and organizes them based on customer intent so your support team can easily spot and prioritize important requests.

You can add up to 10 agents on self-serve plans and custom numbers on the Tidio+ package.