Learning to use a new product can be challenging when you are not familiar with the product vocabulary. We’ve prepared this glossary to help you get to know the words and phrases that commonly appear while using Tidio.
Flows
Definitions below describe the most common features and options regarding the Flows section available in our Tidio panel.
Flow
A flow is a computer program that can chat with its users. Flows simulate conversations with a human representative by sending automatic messages or offering decision buttons.
Action (node)
A node that instructs the flow to perform a specific task, e.g., send a chat message or ask a question.
Flow metrics
Data that tells you how your flows perform: Executed, Engagement, Helpfulness and Handoff. Learn more in Flow Metrics.
Flow templates
A flow template is a pre-design conversational path for your flow. The flow templates can be adjusted to your business needs by you.
Condition (node)
A node that checks whether specific visitors' criteria are met. It triggers different behavior based on the criteria's outcome. For example, the condition can check if the visitor's browser language is Spanish and later send them the message in Spanish. If the visitor's browser language weren't Spanish, the message would be sent in English.
Monthly Flow limit
The number of unique visitors your flows can reach each month - in the panel, it's called Visitors reached. On the Free plan, it's 100 unique visitors a month, no matter how many times your flows run for each of them. We sometimes refer to it as the flow quota or flow limit. You can raise it with a paid Flows package. Learn more in The monthly flow limit.
Nodes
A node in Tidio is an action, trigger, or condition in a visual flow editor that tells the flow what to do. Nodes are connected by the lines to create a logical automated flow.
Transfer to agent message
The flows' Transfer to agent message option allows you to forward a conversation to the human agent when the flow has ended.
Trigger (node)
A node that tells the flow when to activate. Each flow must begin with a trigger.
Visual flow editor
An easy-to-use drag-and-drop visual editor allows you to design the flow. The workflow always starts with a trigger and follows with actions & conditions nodes.
Tidio Interface
Definitions below describe the most common features and options regarding the Tidio interface panel. To learn more about the Tidio panel, see our article about using Tidio.
Admin Panel
The interface and control center for all Tidio products. Its main menu on the left has these sections: Dashboard, Inbox, Lyro AI Agent, Flows, Customers (with Contacts and Visitors inside), Analytics, Getting started, Help Center, Integrations and Settings.
Contact Property
Contact properties are collected and assigned to the visitors. Properties can be, for example, visitors' personal data (name, country, email address) or preferences (favorite color, brand). They help you build your visitors' profiles, segment the contacts, and personalize the communication.
Copilot
An AI assistant for your agents in the Inbox. On request, it suggests a reply to a chat or a ticket, which you can edit before sending. Learn more in Copilot.
Custom Roles (Permissions)
Anyone who can edit your Team (the project owner and, for example, your Admins) can grant permissions to your agents: to edit, view, or restrict their access to some sections of the Tidio project, and save them as roles. Permissions are available on the Growth plan and above. Learn more in Permissions.
Departments
Thanks to Departments, you can allow your website visitors to talk directly to the right person. From the right division, with the right knowledge to solve the issue. Departments are available on the Plus plan and above. Learn more in Departments.
Email Inbox
An external email inbox connected to Tidio. When connected, you can receive, reply and send emails directly from the Tidio app.
Email Aliases (Sender address)
An email alias is an additional email address for an email account - like a nickname for the email address. In Tidio, you set the addresses your ticket replies are sent from in Settings > Email, on the Sender address tab.
Email Notifications
Email notifications allow you to receive your website visitors' messages directly to your email when all agents in your Tidio admin panel are offline.
Filters
A filter option allows you to organize and sort through your data, metrics & contacts.
Getting started
A checklist of your first steps in Tidio (like Set up your primary channels or Invite your team members), in the Getting started section of the main menu. Learn more in Getting started: your first steps in Tidio.
Help Center
A section of the main menu where you write and publish help articles for your customers, so they can find answers on their own - and Lyro can use the articles too. It comes with the Help Center add-on.
Integrations
Integrations allow you to add another individual application to work together with Tidio. For example, you can send data collected through the Pre-Chat Survey to external systems.
Live Visitors List
A Live Visitors List is a real-time overview of all the people currently browsing your website. It's available on the Starter plan and above. Learn more in The Visitors List.
Lyro AI Agent
Lyro is Tidio's conversational AI agent. It answers your customers' questions on its own, based on the knowledge you give it (like your website or help articles), and hands the conversation over to your agents when needed. The free version of Lyro includes 50 conversations - a lifetime quota, not a monthly one. Learn more in Lyro - the conversational AI agent.
Multilingual Interface
A localized Tidio product interface. The Tidio admin panel is available in six languages: English, German, French, Spanish, Italian and Portuguese. Learn more in Localization: Change the language of your Tidio panel.
Notes
Notes make collaboration between your agents easier. There are two kinds: internal notes in a conversation or ticket (invisible to your customers, available on every plan), and visitor notes saved on a customer's profile (available on the Growth plan and above). Learn more in Internal notes and mentions.
Operating Hours
Operating hours allow you to set a schedule when you are available to receive new messages or when your chat widget should show that you're offline. The system will automatically change your online/offline status based on the operating hours. Operating hours are available on the Starter plan and above.
Agents
Agents are your agents who are available to provide service through Tidio chat and can solve clients' inquiries via written communication.
Tag
A simple label is attached to the visitors. Tags are helpful if you want to filter or segment a group of your contacts.
Project
A project is an individual website connected to the Tidio account. You can have one account and use multiple projects within it. Each project is subject to a separate payment plan & settings.
Tickets
Emails from your connected mailbox come into your Inbox as tickets, so your team can track, reply to and solve them. Ticketing is available on every plan. Learn more in Ticketing - a quick setup.
Trial
Every new project starts with a 7-day full-featured trial. When it ends, you choose a paid plan or continue on the Free plan. Learn more in The Tidio trial version.
Views
Your own lists of tickets or conversations in the Inbox, filtered by the conditions you choose. Learn more in Custom ticket Views (Email).
Web notification
A web notification is an instant message that is "pushed" by an app in response to a specific event that is taking place in the app, e.g., receiving a message from the visitor.
Your Picture
A tiny picture (photo/avatar) that represents the agent. In Tidio, avatars are round.
Dashboard
The first section of the main menu. The Dashboard shows Quick actions, your Performance stats and the News Feed with the latest articles, as well as your Project status and Current usage (your monthly limits) on the right. Learn more in The Dashboard.
Public Key
Each Tidio project has its public & private key. A public key is an ID for your Tidio project. We may ask you for your Public Key to find you in our database & provide the support.
Private Key
Each Tidio project has its public & private key. The Private Key is visible only to the project owner of the account and should be kept secure. The private key tells us that you're the account owner and may be needed to confirm some changes in your account's settings & billing.
Workflows
Automations that do simple, repetitive tasks in live conversations and tickets for you - like solving finished conversations, assigning chats or sending an automatic reply to new tickets. Workflows are available on the Growth plan and above. Learn more in Workflows.
Subscribers (Contacts)
Subscribers at Tidio are people who gave you consent to be included in your mailing list.
Live Chat
Definitions below describe the most common features & options regarding the Tidio Live Chat. To learn more, see our article about live chat conversations.
Live Chat
Live chat is an online communication channel/app that enables you and your website visitors to chat in real-time.
Auto Solve
A Workflow that solves live conversations (and tickets) automatically after a period without a reply from the visitor. It's available on the Growth plan and above. Even without it, live conversations older than 30 days without a visitor's reply are solved automatically. Learn more in Solve chats and tickets automatically.
Macros (formerly Canned Responses)
Macros are predefined responses to common questions in the form of short messages, links, or even entire articles that can be called upon anytime during a chat or in a ticket. Macros are available on the Growth plan and above. Learn more in Macros.
Chat Page
The Chat Page is a ready page with only the Chat's Widget that allows you to open the Tidio chat in a new, separate window.
Conversation Rating
The rating a visitor left for the agent after/during the chat conversation. The rating can be sent by the visitor or requested by the agent.
Lead Generation
Lead generation is the process of generating consumer interest for a product or service with the goal of turning that interest into a sale.
Live Typing
The Live Typing preview allows you to see your visitors' messages as they're being typed in real-time. It's available on the Growth plan and above.
Multichannel Tool
Communication channels connected to Tidio allow you to manage all conversations from one place - the Tidio panel. In Settings, under Channels, you can connect: Live Chat, Email, Facebook (Messenger), Instagram and WhatsApp. A phone channel is currently in beta.
Viewed Pages
A feature that allows you to track the website pages your visitors are currently on. Based on that, you can personalize your communication. It's available on the Growth plan and above.
Visitor Details
A section in the conversation panel that displays basic information on your visitor collected through the Pre-Chat survey and our system. You can see a name, email address, visitor's viewed pages, location, browser version, operating system, and IP address. The location, browser and IP address (visitor info) and viewed pages are available on the Growth plan and above.
Visitor
A person who lands on your website and views it. Visitors who place an order with your store are also often referred to as customers.
Analytics
Definitions below describe the most common metrics available in the Analytics section of Tidio.
Replied live conversations (Handled conversations)
The number of live conversations where the visitor received a reply, or that were started by an agent. In Analytics, this metric is now called Replied live conversations (and, for tickets, Replied tickets).
Missed live conversations
The number of live conversations where an agent hasn’t replied within 3 hours from the visitor’s first message.
Widget
Definitions below describe the most common features and namings used in our Tidio widget settings. To learn more, see our article about customizing the Tidio chat widget.
Widget
A minimized version of the live chat window. The widget is in a bubble shape and can be expanded by clicking on it by the website visitor.
No branding
An option to remove the Tidio branding from the Tidio chat widget & emails. On the Growth plan, you can buy it as the No Tidio branding add-on. Learn more in Which upgrades do I need?
Tidio Chat
Form of an online conversation. The chat consists of individual messages sent between a visitor and agent.
Pre-Chat Survey
A short survey that visitors fill in to start a chat. In the pre-chat survey, you can collect visitors' names, addresses, phone numbers, and GDPR consent.
Sidebar
A static, vertical chat widget displayed on the side of the website in a form or a small rectangle.
