How to Use Tidio for AI Customer Support: Step-by-Step Guide
Tidio helps businesses manage website conversations through live chat, a shared inbox, and AI-powered customer support.
In this guide, we’ll show you how to use Tidio for AI customer support, from installing the chat widget to adding knowledge, testing answers, and activating its Lyro AI Agent.
What Is Tidio?
Tidio is a customer service platform that combines live chat, ticketing, automated workflows, and an AI agent called Lyro.
Lyro uses the support information you provide to answer customer questions in a conversational format. Your team can take over when a request needs human attention.
For example, an online store can use Lyro to explain its published shipping and return policies while routing more complex requests to a support agent.
This guide focuses on setting up knowledge-based answers for your website visitors.
How to Use Tidio for AI Customer Support
Step 1 — Create a Tidio Account
Start by creating a Tidio account and completing the onboarding questions about your business and website.
Choose the website where you want to offer customer support.
Before configuring your AI agent, decide which questions it should help answer. A useful starting point is a small collection of common questions about your products, services, or business policies.
Step 2 — Install Tidio on Your Website
Connect Tidio using the installation method available for your website platform.
For WordPress:
* Open your WordPress dashboard.
* Go to Plugins and select Add Plugin.
* Search for the official Tidio plugin.
* Click Install Now, then Activate.
* Log in to your existing Tidio account to connect it.
Other websites can use a supported integration or Tidio’s JavaScript installation code.
Use only one installation method to avoid adding the widget twice. Open your website afterward to check that the chat widget appears.
Step 3 — Customize Your Chat Widget
Adjust the widget’s appearance so it fits your website.
Review its colors, position, greeting, and visitor-facing text. Use the preview to check the result before saving your changes.
For example, your greeting could say:
“Have a question about our products or services? Ask us here.”
Check the widget on both desktop and mobile. It should be easy to find without covering important navigation or purchase buttons.
Step 4 — Add Knowledge to Lyro
Open Lyro AI Agent, then go to Knowledge and Data sources.
Select Add knowledge and choose an available method, such as adding website URLs or entering question-and-answer pairs manually.
Start with accurate, relevant support content:
* Frequently asked questions
* Product or service explanations
* Shipping information
* Return policies
* Account setup instructions
* Support contact details
Review the imported information before relying on it. Remove outdated or conflicting answers.
For example:
Question: “Where can I find your return policy?”
Answer: “You can read our return policy on the Returns page, including eligibility requirements and instructions for contacting support.”
Include the correct page link in your answer.
Step 5 — Configure Communication and Human Handoff
In Lyro’s Behavior section, review Guidance and Handoff.
Use Guidance to define the communication style you want, such as concise, friendly, and professional.
Then review what should happen when a visitor requests a person or Lyro cannot answer the question.
Make sure the handoff message sets realistic expectations about your team’s availability.
For example:
“Our team can help with this request. Please leave your email and a short description so we can follow up.”
Knowledge-based answers do not automatically give Lyro access to private customer records. Tasks such as checking a specific order require the appropriate integration or Action.
Step 6 — Test Your AI Support Answers
Open Lyro’s Playground and ask questions similar to those your customers might submit.
Try different wording, follow-up questions, and requests that your knowledge base does not cover.
Useful tests include:
* “Where can I read your shipping policy?”
* “How do I contact your support team?”
* “Can you explain this service?”
* “I want to speak to a person.”
Check whether the answers are correct, relevant, and easy to understand.
When an answer is incomplete, update the underlying knowledge and test again.
Step 7 — Activate Lyro for Website Visitors
When you are satisfied with the setup, open Lyro’s Channels section and enable it for live chat.
Review the available channel settings before activation.
If you already use Tidio flows, check how they interact with Lyro. Enabling Lyro disables existing flows that use the Visitor says trigger by default, so review those workflows before re-enabling them.
Finally, open your website as a visitor and test the full experience, including the widget, AI responses, and human handoff.
Step 8 — Review Conversations and Improve Your Knowledge
After activation, review real conversations regularly.
Look for unanswered questions, unclear explanations, and requests that frequently need your team’s help.
Lyro’s Suggestions section can help identify missing knowledge. Review proposed answers before adding them to your data sources.
Also monitor your remaining conversation quota so you understand how much AI support your account can provide.
Treat the initial setup as a starting point. Your support content will need updates as your business changes.
What Can You Use Tidio For?
Depending on your plan and configuration, Tidio can help you:
* Answer frequently asked questions
* Explain products and services
* Direct visitors to relevant help pages
* Provide information from published business policies
* Handle routine website inquiries
* Transfer conversations to human agents
* Manage customer conversations in a shared workspace
* Identify gaps in your support content
Begin with questions you can answer reliably from existing documentation.
Is Tidio Free?
Yes. Tidio currently offers a Free plan with limited customer service features.
New Tidio projects also receive a one-time allowance of 50 Lyro AI conversations. This allowance does not renew each month.
After those conversations are used, continuing with Lyro requires a paid AI conversation quota.
Live chat, Lyro AI, and Flows have separate usage limits. Check each allowance when comparing plans.
Pricing, trial offers, and included features can change, so review the latest details before subscribing.
Tips for Better Tidio AI Customer Support Results
For better results:
* Start with a focused set of common questions.
* Keep policies and support documents current.
* Use clear answers with links to relevant pages.
* Test questions phrased in different ways.
* Make human assistance easy to request.
* Check how existing flows interact with Lyro.
* Review unanswered questions regularly.
* Monitor your AI conversation allowance.
The usefulness of your AI support depends heavily on the quality of the information and processes behind it.
Is Tidio Worth Trying?
Tidio is worth exploring if your team repeatedly answers similar website questions and wants to combine AI assistance with live support.
Its website integrations and knowledge-based setup provide a practical way to test AI customer service without building a custom system.
Start with a limited set of support topics, evaluate the answers, and compare the ongoing cost with the workload it helps your team manage.
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