# Tidio AI Playbook: Rolling Out Lyro, Guidance, Actions and Copilot

> How to roll out Tidio's Lyro AI Agent step by step: knowledge, Guidance, Actions, handoff, Copilot, and what each Lyro conversation costs a month.

_Source: https://professionalstoolkit.com/articles/tidio-ai-playbook — The Professional's Toolkit · updated November 2026_

---

Lyro is Tidio's customer-facing AI agent, and rolling it out takes three stages: knowledge, rules, then handoff. Every project gets 50 free Lyro conversations once, for life. After that, a paid Lyro quota starts at $39 a month billed monthly, or $32.50 a month billed annually, for 50 Lyro conversations a month. Lyro is billed per conversation it joins, not per resolution, on top of your plan. Our verdict: Lyro pays off when your answers are written down and questions repeat. It disappoints when answers live in agents' heads.


**50** — Free Lyro conversations per project, once for life, never refreshed.



- **$39 a month** — Lyro quota of 50 conversations a month, billed monthly ($32.50 a month billed annually)
- **15 minutes** — Inactivity that closes a Lyro thread; a later message starts a new counted one
- **5 Guidance** — Pieces on trial, Free, Starter and Growth; 10 on Plus


## What a Lyro conversation is, and what it costs

A Lyro conversation is any thread on an integrated channel where Lyro replies at least once. It is counted the first time Lyro answers, and only once, however many replies follow.[1] The catch is the clock. A thread closes after 15 minutes of inactivity, so a visitor who returns later starts a new, newly counted thread. Nothing is deducted when Lyro hands off immediately. **The free 50 never refresh**: one quota per project, trial included, and when it runs out Lyro stops answering. Paid quotas refresh every 30 days from payment.

| Lyro quota | Billed monthly | Billed annually (per month) |
|---|---|---|
| 50 conversations a month | $39 a month | $32.50 a month |
| 100 conversations a month | $75 a month | $62.50 a month |
| 200 conversations a month | $140 a month | $116.67 a month |
| 500 conversations a month | $350 a month | $291.67 a month |
| 1,000 conversations a month | $700 a month | $583.33 a month |

Plus starts Lyro at 300 conversations and Premium at 3,000, both priced through sales. Per conversation, the self-serve tiers work out at $0.78 down to $0.70 billed monthly, and $0.65 down to about $0.58 billed annually, by our arithmetic. Tidio says Lyro conversations start from $0.50 on its sales-led plans. Pay-per-resolution billing and a guaranteed 50% resolution rate exist only on Premium.[2] Everywhere else you pay for each conversation Lyro joins. Solved or not, it counts.

The quota interacts with your plan in a way that helps. A conversation Lyro handles alone is not billable, because only a human reply makes a conversation billable; a thread where an agent steps in after Lyro uses one of each. Picture 100 conversations answered by people plus 100 by AI, on the cheapest paid plan with the 100-conversation quota: by our arithmetic that totals $104 a month billed monthly, or $86.67 a month billed annually. Monthly self-serve Lyro packages on new projects also move up a level at 95% of the quota unless you switch automatic upgrades off; our [pricing guide](/articles/tidio-pricing) covers that rule.


> ⚠ **Billed per conversation, not per solve:** Outside Premium, every thread Lyro answers uses quota whether or not it is solved, and a visitor returning after 15 minutes of silence starts a new counted thread.


## Stage one: give Lyro knowledge it can quote

Lyro answers only from the knowledge you supply. It does not search the web, it shows its sources, and it hands off when unsure. The knowledge base is the project. Website URLs are the fast start: the priority-page scan reads up to 100 pages per top-level address, and a project holds up to 500 website URLs, more on Plus. Firewalls such as Cloudflare can block the scan. Manual Q&A pairs fill the gaps, CSV import takes 500 entries per upload and 10,000 in total, and PDFs go up 10 at a time.

Teams leaving another tool have two import paths. Any user can import a public Zendesk Help Center by its URL. Importing past tickets from Intercom, Gorgias or Zendesk is done with Tidio's help and needs a paid Lyro quota. The Zendesk ticket route asks for a Zendesk API token, while Zendesk has not let accounts create new API tokens since October 2026, so confirm the method with Tidio first. Store catalogs sync from Shopify, WooCommerce or the API.

Maintenance has one trap. Re-syncing a website source replaces its generated Q&A pairs, and manual edits to them are lost, so **keep corrections in separate manual pairs**; weekly automatic re-sync is a Plus feature. After launch, the Suggestions tab lists questions Lyro could not answer in live chats (not email tickets), and each one becomes a Q&A pair. Lyro covers 48 languages, answering natively and falling back to your default language, and sees the last 3 hours of a conversation's history.


> 💡 **Correct in manual Q&A pairs:** Re-syncing a website source replaces its generated Q&A pairs and erases edits to them, so keep your corrections in separate, manually added pairs.


## Stage two: Guidance for behavior, Actions and Procedures for work

Guidance is plain-language instruction for how Lyro behaves: tone, emoji use, escalation, handoff and VIP treatment.[3] Each piece is evaluated independently, so two conflicting pieces can behave unpredictably. Keep them few and distinct. You get 5 pieces on the trial, Free, Starter and Growth, and a paid Lyro quota does not raise that; Plus allows 10. Guidance cannot point Lyro at specific data sources or trigger Actions. Each proactive role, where Lyro opens a chat in the widget, uses one Guidance slot and consumes Flows quota.

Actions let Lyro call your systems through an API: order status, address changes, returns, lead logging or bookings. Each can run in the background or ask the visitor to confirm, and logs show every request and response, with a test playground before launch. Under the Terms, you set the logic, supply the credentials and own the results; Tidio does not validate or roll back external changes. An Action collects all inputs at the start and produces one outcome. Lyro can also use tools from external MCP servers an admin activates.

Plan limits are tight below Plus. Free, Starter and Growth get 1 Action without a paid Lyro quota and 3 with one; the trial gets 3 and Plus 10. Procedures, multi-step AI workflows for live conversations that chain Actions, contact properties or ticket creation, run 1 on Free, 5 on Starter, Growth or with a paid Lyro quota, and 10 on Plus. Choose your first Action by counting agent lookups. On Free it is your only one, so point it at the task your inbox shows most often.

## Stage three: handoff, channels and the test run

Handoff decides whether customers trust Lyro. You set separate online and offline rules: transfer to an agent, keep the conversation with Lyro, or create a ticket. Custom audiences can force instant handoff for groups you name. Lyro can run always or only when agents are offline, a sensible first setting. Usually a visitor meets Flows first, then Lyro, then agents. Enabling Lyro switches off existing Visitor Says Flows until you re-enable them; our [Flows guide](/articles/tidio-chatbot-flows) explains that layer.

Lyro works on live chat by default and can be switched on for Messenger, Instagram, WhatsApp and email tickets. Email has a limit. Lyro answers the first email of a new thread, and a customer's reply goes to a human; Tidio's releases page says a whole-thread version is rolling out. On WhatsApp, Lyro's replies count toward the 1,000 free outgoing messages per number a month. Before going live, use the Playground, which tests live chat and email answers.

Measure with Tidio's own definition. A Lyro thread counts as resolved when it closes within 15 minutes of the last message, that message was classified as answered, and nobody transferred it. Lyro analytics, available from Free, reports resolution rate, transfers, first-answer rate and satisfaction. Tidio's pricing page says its customers average a 75% resolution rate with Lyro. Treat that as the vendor's figure, not your forecast. Run a pilot and compare.


> 💡 **Start Lyro offline-only:** Run Lyro only when agents are offline at first, then review Suggestions and transfers before switching it to answer at all times.


## Copilot, the reply assistant and Lyro on another help desk

Copilot suggests replies to agents in chats and tickets from the same knowledge as Lyro, so it needs Lyro enabled and data sources added; each source can serve Lyro, Copilot or both. When nothing matches, Copilot can improvise, labels that suggestion and may insert placeholders for order numbers or prices, and you can switch improvisation off. Guidance does not affect it. Copilot is listed on every plan. The AI reply assistant rewrites, elaborates or shortens a typed reply and summarizes email threads into an internal note; Tidio says it uses GPT-4 technology.

Teams on another help desk have three routes. The free Copilot Chrome extension, with no usage limits, works inside Gorgias, Intercom and Zendesk and needs a Tidio project. Lyro can be bought standalone, without a Customer Service plan. Lyro Connect, on Plus and Premium, puts Lyro on top of an existing help desk and creates a ticket there when it cannot answer; Tidio names Zendesk, Intercom and Salesforce. Premium also offers Lyro as a managed service.

## Data use, AI Terms and fair use

Tidio says Lyro runs on Claude from Anthropic plus its in-house models. The Terms' AI annex lists OpenAI and Google Cloud with EU hosting and Anthropic with US hosting as sub-processors, and bars them from training their own foundation models on your inputs and outputs.[4] Tidio may use aggregated, anonymized data to tune performance, and you can opt out of improvement training through support. Data is mainly processed in the EEA, with US transfers in the privacy policy.

The Terms also put duties on you. You must verify AI output and tell end users they are talking to an AI. Lyro may not give professional medical, legal or investment advice without qualified human oversight, and high-risk uses such as credit-worthiness decisions need Tidio's prior written consent. Fair use counts input and output tokens over a rolling 24 hours; a customer above the 95th percentile for two consecutive days can be queued or throttled after 24 hours' email notice. Violations can suspend AI access.


## FAQ

**Can I try Lyro's paid features before buying a quota?**

Yes. Tidio's 7-day trial needs no credit card and includes 3 Lyro Actions, 5 Guidance pieces, product recommendations and the free 50 Lyro conversations; afterwards the project moves to the Free plan with no charge.

**Can Lyro recommend products from my store?**

Yes, with a paid Lyro quota (or during the trial) on any plan: Shopify through the Tidio app, WooCommerce through the Tidio plugin, any store through the OpenAPI product endpoints, or a whole-catalog XML feed on Plus.

**Can I give Lyro a different name?**

A custom name for Lyro is listed from the Plus plan up, which is sold through sales.

**Does Lyro understand images customers send?**

Yes. Tidio says Lyro reads images, and it also reads images inside uploaded PDFs when composing answers, though it does not import those images into its Q&A pairs.


## The bottom line

Lyro is worth rolling out when your answers are written down and your repeat questions are predictable. Build the knowledge base first, add a handful of distinct Guidance pieces, connect one Action that removes real agent work, and run Lyro offline-only until the Playground and Suggestions look clean. Budget per conversation, not per resolution, unless you are on Premium. Treat the free 50 as a pilot and read every thread. Our [free plan guide](/articles/is-tidio-free) sets out what the free tier covers.



## Sources

[1] Tidio help: The Lyro AI agent limit — https://help.tidio.com/hc/en-us/articles/13924459295900-The-Lyro-AI-agent-limit (2026-11)
[2] [Toggle state: initial, read from the US on 2026-11-04] This website uses cookies. We use — https://www.tidio.com/pricing/ (2026-11)
[3] Tidio help: Lyro Guidance — https://help.tidio.com/hc/en-us/articles/20810956911004-Lyro-Guidance (2026-11)
[4] Terms of Service and Conditions of Use — https://www.tidio.com/terms/ (2026-11)
[5] Tidio help center — https://help.tidio.com/hc/en-us
[6] Tidio developer documentation — https://developers.tidio.com/