Tidio ‑ Live Chat & AI Chatbot

Have gone down hill over the years. A simple install turned into weeks of back and forth over the slowest customer service I've experienced in a long time. Lack of developer knowledge to remedy simple issues. Has become outdated and seems to be moving backwards in terms of app evolvement/service care.

Inferior support made it difficult to go forward. I have a strong technical background and went through the setup and integrations fine on my own. I had a few questions that I did not see options for. For example "Is there a timeout period in the chat where the visitor asks the first question and doesnt get a response for a long enough period of time that they will be offered the ability create a ticket and be followed up on. Kate in support told me multiple times that it doesn't exist and you need to set your user as being AWAY which is obvious. But users dont always remember this and professional chat systems usually have a time out period and offer this option to the customer. After many "No, we don't have that" answers and me posing the question multiple different ways (15 minutes), she finally told me "yeah, we have that" and then kept forwarding me to the wrong page. My first day and few incidents like that. It was not worth the trouble and I uninstalled. It was a 15 minute waste to setup and make email and dns changes and 30 minutes of suffering with poor support and frustration and I got nowhere and she would not escalate the question. The company needs to hire more carefully, train more carefully and monitor the support reps. This one may have slipped throught the cracks, but I don't have time to play around. The reason that I did not give a 1 star, is that I believe that the product mihgt be good and offers the right features that I needed. But the app includes the whole package and without support becomes useless.

Edited 06-16-25: I am editing this review, because of the company's ignorance in addressing the issues mentioned and trying to publicly deflect or discount their shortcomings.
1. What you are saying that I called a timeout included with a full explanation in the chat is EXACTLY what you are calling a FALLBACK FLOW. If you can not see this, then you too have an issue.
2. The screen shots and url which I showed are EXACTLY the same page yet had different options, perhaps due to a permissions issue or subscription level.
3. Then she asked me for a PUBLIC key, which is not something that we would share. If I have a key that she does not know about, then it is kept secret for a reason. In addition, if you believe what you have said is true, then she had no need to ever ask for a PUBLIC key.

The bottom line is that I got inferior support which the company itself hired and trained and is not trying to publicly dilute or discount my review. You surely would have been more successful sending me a personal email and saying something like "We are really sorry about the shortfall that you had with support and we are going to use this information to help improve our support...and once we do, we will let you know and hope that you will consider trying us again". In that case, with that kind of sincerity, I would believe that the company genuinely cares and will take steps to improve and I probably would have removed my review and would possibly try it gain in the future if I didn't find an app that fit the bill in the meantime.

Great customer support for real. They took time to investigate the issue I was having and had it resolved. Awesome experience

Works really well so far. Great support from Kate.

Customer service is so kind and helpful. Today Carol really helped me in a pinch!

Application très complète et très performante, je ne suis pas déçu de l'utiliser ! La gestion automatique des discussions par IA fonctionne bien et la mise en place est très simple. De plus le support est sympa et aide en cas de problème.

Very good so far, pricing becomes a challenge once you scale AI conversations and flows but it's a great tool.

So far the AI chat bot is helping us reduce staff time answering reptitive questions that are easily answerable. We've made some sales with the AI bot also. The support team have been responsive and helpful.

Not sure how this can be free, that's how powerful the tool is.
Customer support great as well, strongly recommended.

The app seems incredibly promising but it's unclear in terms of how to scale it and use it - we have previously asked for an overview and the support agent missed our meetings twice and messaging execs or anyone was flatly ignored. Despite this we have gone with Tidio and while everything seems so incredibly promising. the only promise of support has been severely lacking