Lyro review

Lyro is the AI agent from Tidio, a customer service software company founded in 2015 that raised a $25 million Series B in 2022 ^11,16. It launched in mid-2023 on Anthropic's Claude and answers customers from the content you give it ^11,4. It can also act: Actions and MCP connections let it fetch and change data in outside systems ^5,8.

Lyro is sold as an add-on to Tidio's help desk, billed per conversation, with 50 free conversations to start ^1,3. Through Lyro Connect it can also answer inside Zendesk and other help desks on Tidio's Plus and Premium plans ^1,2.

You point Lyro at your website, FAQs and files, and it answers in the customer's language on the Tidio widget, Messenger, Instagram, WhatsApp and email tickets ^4,6. Guidance sets rules and tone. Actions run API calls to check orders, change addresses or update records, and templates cover Shopify order status, Calendly, Klaviyo, Mailchimp and HubSpot ^4,5,17. You test replies and Actions in a playground before going live, and Lyro hands off to a human or creates a ticket when it lacks an answer ^4,5.

Inside Tidio, Lyro is billed per conversation, not per resolution. A conversation counts the first time Lyro replies in a new thread, and a thread closes after 15 minutes of inactivity, so a returning customer can count twice; an immediate handoff costs nothing ³. Monthly tiers run from $39 for 50 conversations to $700 for 1,000, about $0.70 each, and annual billing gives two months free ¹. You don't need a paid Tidio plan for the add-on, but using Lyro inside Zendesk or another help desk through Lyro Connect needs Plus (from $300/mo) or Premium, from $0.50 per conversation ^1,2.

Tidio holds a SOC 2 Type II report, available on request, and lists GDPR, CCPA and the EU-US Data Privacy Framework in its trust centre ¹⁰. Data sits on servers in the EEA ⁹. Tidio advertises HIPAA for tailored enterprise deals, but its help centre says it has no formal HIPAA compliance documentation yet ^2,9. Lyro runs on Anthropic's Claude, routed between Anthropic's API and Google Vertex AI ¹¹.

Tidio scores well on review sites: 4.6 on G2 from about 1,880 reviews, 4.7 on Capterra from 590 and 4.8 on the Shopify App Store from 1,351 ^12,13,14. Those scores cover the whole Tidio product, not Lyro alone. Trustpilot is weaker at 3.6 from 226 reviews, with complaints about billing, cancellations and Lyro promising tickets that never reached a human ¹⁵. Suitor is a named Lyro customer ².

Tidio tops G2's General CX leaderboard, G2's own hands-on test: it passed 40 of 46 support tasks for 200 points, first of nine agents, with 87% accuracy and 92% policy compliance ¹⁹. G2's separate evaluation page shows a partner benchmark from Swept instead, at 70 out of 100, fifth of 14 ¹⁸.