Tidio ‑ Live Chat & AI Chatbot

Terrible Customer Support – 30+ Days, No Resolution

We have spent over a month trying to resolve a basic WhatsApp‑integration error on Tidio. Despite countless emails, chatbot conversations, and a “Level 2” escalation, our phone number still shows as "pending" and messages never send.

- 30+ days, still broken. Every reply repeats the same “disconnect and reconnect” script—nothing changes.
- No live technician. All contact is through an automated bot or delayed email; no real person ever jumps on a call or screenshare.
- Business impact ignored. Our store relies on WhatsApp to serve customers; Tidio’s inaction has cost us sales and credibility.
- Empty promises. Each “we’ll get back to you shortly” stretches into days of silence.

If you want a platform whose "only" support is a bot that recycles canned responses, Tidio is perfect. If you value rapid, human‑centered help for mission‑critical features, look elsewhere—I’m canceling and moving back to Meta’s own (free) tools.

Tidio is an amazing customer support app! The live chat and AI-powered bot that learns over time are fantastic for automating responses and improving efficiency. It offers all the features you need, like custom workflows and multi-channel support. The setup is easy, and the support team is fast, friendly, and always helpful. Highly recommend it!

I've been using Tidio for my customers for a while now. The AI chatbot works but the company's model is really disapointing. Our website gets thousands of viewers with questions but the model is limited conversations per month. Once the limitation is reached, these questions go into a Live Conversation, which is not met if you don't have the team set up for this. So instead of unanswered questions defaulting to your email for example, you get a waterfall of Live Chat questions in Tidio. *Hopefully* your notifications are turned on for this. Mine were not. So I had a lot of unmet customer questions. What a mess. Of course I am happy to set up unlimited conversations... except there is only a tier of limited conversations set up at a price *starting* at $749 USD/month. This is simply unworkable. What a messy model. I'm moving onto an app that supports growth.

Tidio has been a big help for us so far. Lyro handles all the repetitive questions, saving us time, and its easy to set up and use. Plus, their customer service is fantastic if you need any help getting started.

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.

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

I honestly don’t even know how to describe what happened.

I paid for a plan because I wanted the chat page. I then received an email from Raquel, who stated that there are significant abuses of the chat page and I therefore have to prove my reasons for wanting it. I message back that this doesn’t sound like an upstanding company.

Hours later I receive another response from Chris, who states he’s with the legal team, but oddly has a Customer Experience title. Within the thread that Chris forwarded to me is an email from Joel, who explicitly states that he’s not replying to me so that I don’t think something went wrong on their side.

Too late. I definitely think there’s something wrong on their side.

I cannot uninstall this app fast enough, and have asked for a refund. I don’t know what you, the reader, may want to do with this information, but I can’t suggest that you use them. There are plenty of other live chats out there with fewer red flags when talking to clients.

Update: As you can see they replied here, they also emailed me asking me to edit my review because...and here let me quote Jack, "But I also want to be honest—while the mistake was bad, it wasn’t as sketchy as it might have seemed."

Because nothing says sketchy like a company having to say "we're not sketchy".

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

Works really well so far. Great support from Kate.