Tidio AI: Smarter Customer Support with Lyro Chatbot and Copilot for Agents

Edited 2025/07/16 to include Copilot

Originally published on 2025/03/05 by Jasper Sutter

Introduction

Small and medium-sized businesses are expected to deliver lightning-fast, personalized customer service — but hiring and training more agents is often out of reach. Tidio has long been a go-to platform for SMBs that want to add live chat and automation to their websites. Now, with the introduction of two powerful AI tools — Lyro and Copilot — Tidio gives businesses an even bigger edge. Lyro is a conversational chatbot that resolves inquiries automatically, while Copilot is a free AI assistant that works inside the tools your agents already use. Together, they make it possible to scale support without sacrificing quality or control.

What is Tidio AI?

Tidio is a customer communication platform that combines live chat, chatbots, email, and social channels into one affordable, easy-to-use dashboard. Businesses can use it to talk to customers in real time, set up automated workflows, and manage messages from multiple platforms in a single place.

Tidio’s AI suite consists of two flagship products:

• Lyro: An AI chatbot powered by GPT that holds natural, human-like conversations with customers and resolves common issues automatically — freeing up agents for more complex cases.
• Copilot: A free AI assistant for agents that integrates directly with Zendesk, Intercom, Gorgias, and even Gmail. Copilot suggests accurate, on-brand replies based on past conversations, FAQs, and your website content. It’s easy to install via Chrome, secure (GDPR/CCPA-compliant), and already used by thousands of teams worldwide.

This unique combination of customer-facing and agent-assisting AI allows SMBs to cover both sides of the support equation effectively.

Key Features

• Live Chat Platform

Talk to customers in real time across web chat, email, Messenger, and more

• Lyro AI Chatbot

GPT-based bot that resolves up to 70% of inquiries automatically with natural dialogue

• Copilot Agent Assistant

Works inside Zendesk, Intercom, Gorgias, and Gmail to suggest real-time, editable replies

• No Migration Needed for Copilot

Copilot integrates into your existing support stack without requiring platform changes

• GDPR/CCPA-Compliant and Secure

Keeps customer data protected while helping agents work smarter

Pros

• Covers both customer-facing and agent-assisting AI needs
• Lyro handles high volumes of repetitive customer inquiries
• Copilot integrates seamlessly into existing agent workflows
• Affordable and accessible to SMBs
• Easy to set up and manage, even without technical expertise

Cons

• Lyro is best suited for routine customer inquiries
• Copilot depends on agents to review/edit suggestions
• Advanced enterprise features may be limited
• Paid plan required for full access to Lyro

Who It’s For

• Small Customer Support Teams

Improve response times and handle more tickets without extra headcount

• SMBs Using Popular Support Platforms

Add Copilot into Zendesk, Intercom, or Gorgias workflows without switching tools

• Business Owners Focused on Scalability

Keep support personal while preparing for growth

Pricing Overview

To view the most current pricing, visit the official Tidio pricing page.

• Free plan available with basic live chat
• Lyro available on paid plans starting around $24.17/month (as of July 2025)
• Copilot is free and installable via Chrome

How It Compares

Tidio is ideal for SMBs looking for a simple, affordable way to bring AI into both customer interactions and agent workflows.

Final Verdict

Tidio’s addition of Lyro and Copilot makes it more than just a live chat platform — it’s now a complete AI-enhanced support solution for SMBs. Lyro helps you serve customers around the clock with intelligent chat automation, while Copilot works inside your agents’ existing platforms to make their work faster and more consistent. Together, they strike the right balance of automation, control, and ease of use, making Tidio a smart investment for SMBs that want to scale without losing their personal touch.

Key Takeaways

• Combines live chat, GPT chatbot, and agent-assist AI in one solution
• Lyro resolves customer inquiries conversationally and automatically
• Copilot works inside Zendesk, Intercom, Gorgias, and Gmail without migration
• GDPR/CCPA-compliant and easy to deploy
• Affordable and purpose-built for SMBs

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