SupportAi vs Tidio Lyro
Tidio is a live chat and marketing suite with an AI assistant called Lyro bolted on. It is popular with small Shopify stores for its pop-ups, visitor tracking and simple chat widget.
SupportAi is AI-first: the agent resolves conversations across web, Slack, WhatsApp and email, calls your systems, and hands off to a shared inbox. This page compares the two for teams whose main problem is support volume rather than marketing pop-ups.
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Small e-commerce stores that want live chat, pop-ups and email marketing in one tool with a basic AI assistant.
Tidio charges for Lyro conversations separately from live chat and marketing plans.
- · Lyro conversation caps are low and priced separately
- · Limited ability to call your own APIs
- · No UK-specific hosting or GBP invoicing
At a glance
| Capability | SupportAi | Tidio |
|---|---|---|
| Agent | ||
| Train on website, files and Q&A | ||
| Choice of OpenAI, Anthropic and Google models | Tidio-managed | |
| Custom actions that call your APIs | Limited | |
| Deterministic regex webhooks (no LLM in the loop) | ||
| Guardrails: blocked topics, injection and leak checks | Basic | |
| Playground with compare mode and saved scenarios | ||
| Channels & widgets | ||
| Website widget with streaming replies | ||
| Slack, WhatsApp and email on every plan | Plan-dependent | |
| Rich widgets: cards, buttons, forms, status cards | Basic | |
| Lead capture with triggers and CSV export | ||
| Team | ||
| Shared inbox with human takeover | ||
| Escalation rules: sentiment, keywords, fallbacks | Basic | |
| Roles: owner, admin, agent, viewer | ||
| Ask-your-data assistant (Backstage) | ||
| Business | ||
| UK/EU hosting by default | EU | |
| Pricing in GBP with VAT invoices | ||
| Per-resolution or per-seat fees | None | Per Lyro conversation |
| Human support from the team who built it | Chat | |
Tidio is a trademark of its respective owner. Comparison based on public documentation as of September 2026. Looking to switch? Read the migration guide.
Philosophy: suite versus agent
Tidio starts from live chat and adds AI. Lyro answers from your FAQ and help content within a conversation cap, then hands to a human in the Tidio inbox.
SupportAi starts from the AI agent. Knowledge from any source, actions against your APIs, deterministic webhooks and rule-based escalation are the core, and the inbox exists to catch what the agent cannot handle.
Live data and integrations
Lyro can answer product questions but has limited ability to fetch live order status from your own systems. SupportAi actions and regex webhooks call any API, so 'where is order 48213' returns the real carrier status as a card, not a policy paragraph.
Channels and pricing
Tidio prices Lyro conversations separately from its chat and email plans, and WhatsApp availability depends on plan. SupportAi includes web, Slack, WhatsApp and email on every plan with a single GBP fee.
Hosting and compliance
SupportAi is UK/EU hosted with a DPA on request and GBP VAT invoices. Tidio is EU-based but bills in USD/EUR and does not offer UK-specific residency.
Frequently asked questions
No. SupportAi focuses on support and lead capture. Many teams pair it with a dedicated marketing tool.
Keep exploring
- The AI-first Tidio alternative for support teamsOutgrowing Tidio Lyro? SupportAi calls your APIs for live order data, includes WhatsApp, Slack and email on every plan, and is hosted in the UK/EU.Read more
- SupportAi vs ChatbaseAn honest comparison of SupportAi and Chatbase for AI customer support agents: actions, channels, inbox, guardrails, data residency and GBP pricing.Read more
- SupportAi vs Intercom FinCompare SupportAi with Intercom Fin: resolution-based pricing, seat fees, channels, actions, escalation and UK/EU hosting. Which suits a lean support team?Read more
- CompareAll comparisonsRead more
Support that resolves, not just chats
Try SupportAi on your store and see live order answers in the widget.
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