Tidio Features
Manage conversations with assignments, departments, macros, and Workflows. Find guides to reporting, visitor tracking, AI reply tools, and other Inbox tools.
Articles
37 articlesAI summaries on tickets
The AI summary at the top of each ticket sums up the thread - contact reason, actions taken, actions to be done and the customer's status - and updates with each new message.
AI Writing Tools (the reply assistant)
Rewrite, elaborate on or shorten your replies and notes with AI Writing Tools, in conversations and tickets - and where ticket summaries went.
Analytics API - use your Tidio data anywhere
Use Tidio Analytics API data in your reporting tools and AI assistant.
Assigning conversations to agents
Join chats from Unassigned, reassign one conversation or several at once to an agent or a department, and where automatic assignment fits in.
Automatic chat assignment options
Turn on automatic chat assignment in Settings > Workflows and choose Load Balancing (with a conversation limit per agent) or Round Robin.
Chat conversations reports
Turn email reports on or off, choose how often they're sent and who gets them, and find other ways to get your data out of Tidio.
Chat history
Find your solved conversations and tickets, search your chat history, open a contact's conversations, and what deleting does.
Chat transcripts
Preview, send and export the transcript of a live conversation, and see when Tidio emails a transcript to a visitor who left.
Collect customer feedback
Ask customers to rate their chats and tickets with the automated satisfaction survey or a flow, and check the results in Analytics.
Contact Properties
Create Contact Properties in five types, fill them in from the Inbox, flows, Lyro, imports and the Widget SDK, and use them to personalize your flows and Lyro's replies.
Conversion rate
How Tidio credits paid Shopify orders to Lyro, Flows and your agents (Sales assisted), and where to see the results in Analytics and My Flows.
Create custom views in the Inbox
Create views of your tickets (14 filters, AND/OR groups, shared with your team) and of your live chats (by channel or AI intent), then edit, reorder or delete them.
Departments
Group your agents into departments and route chats, emails and tickets to the right team through the pre-chat survey, flows, mailboxes or manual reassigning.
How do flows, Lyro, and live agents work together?
How flows, Lyro (with its channels, handoff, Actions and proactive roles) and your agents share live conversations, and which one goes first.
Internal notes and mentions
Leave internal notes in chats and tickets, mention your teammates with @, and find every chat and ticket you were mentioned in.
Keyboard shortcuts and the Search actions menu
Open the Search actions menu with Cmd/Ctrl + K in any chat or ticket, and use the Inbox's keyboard shortcuts to reply, assign, solve and more without the mouse.
Live Video Calls
Start a video or voice call with a website visitor from the conversation header, and what you and your visitor see during the call.
Macros
Save ready-made replies with variables and actions as macros, and use them in live chats, tickets and internal notes.
Manage Shopify orders
Find a customer's Shopify orders in a conversation or ticket, and cancel, refund or edit them, or change their shipping address, without leaving Tidio.
Markdown formatting in Tidio
Use Markdown examples for links, lists, images, and video thumbnails in Lyro answers and flow messages.
Permissions
Limit what each agent can see and change in your Tidio project with the three preset roles, custom permissions and your own roles (Growth plan and above).
Reply by email to visitors who left
Turn on Visitor notifications so your replies to website visitors who have left, and their unread messages, reach them by email.
Send emails from Tidio
Reach visitors who have left your website by email: reply from the conversation, create a ticket, and use the email editor's tools.
Set up Tracking
Turn on event tracking in Settings > Tracking, check the Events log, and use the events in Flows and Lyro proactive roles.
Shopify FAQ
Answers to the most common questions about using Tidio with a Shopify store: orders, products, coupons, Lyro, flows and their limit.
Single Sign-On (SSO) in Tidio
Set up SAML Single Sign-On for your project - verified identity domains, public name, identity provider details - force it on your team, and log in with SSO.
Solve chats and tickets automatically
Use the Workflows templates to solve finished live conversations and tickets automatically, and learn what Tidio solves on its own after 30 days.
The Analytics section
Find your way around Analytics: the Overview, Human support (with the Insights benchmarks), AI support, Sales and Leads, what's on every plan and what needs Growth.
The Inbox AI add-on
What the Inbox AI add-on includes (Copilot, AI Writing Tools, AI summaries, AI translations, AI contact properties), which plans can take it, how its price follows your conversation limit, and how to add it from the Inbox or Settings > Billing.
The monthly conversations limit
How many conversations your plan includes each month, what counts toward the limit, where to check your usage and what happens when you reach it.
The spell-checker
How spell-checking works when you write replies, notes and Macros in Tidio, where it comes from, and what to use for the apps and for grammar.
The Visitors List
See who's on your website right now in Customers > Now live, filter the list, and start a chat with a visitor before they write to you.
Translate conversations and tickets with AI
Translate customer messages into your language and send your replies in theirs, in conversations and tickets, on the web and in the mobile app.
Types of files supported
Who can send files in Tidio, the size limits in live chat and email tickets, and which file types are supported or blocked.
Use your own Domain for tickets
Add and verify your email domain, then create a sender address for tickets.
Widget SDK
Find the Widget SDK documentation and your project keys to customize the chat widget with JavaScript.
Workflows
Automate repetitive work on tickets and live conversations with Workflows: templates, your own ticket workflows, run counts, and every trigger, condition and action.
