{ "id": "2026-10-03-lyro-languages-and-channels", "parent": "2026-10-03-channels-and-help-desks", "date": "2026-10-03", "kinds": ["evidence"], "title": { "en": "Lyro: languages, channels, refund procedures and new merchant reports", "es": "Lyro: idiomas, canales, procedimientos de reembolso y nuevas reseñas de comercios" }, "summary": { "en": "Tidio's help center now documents 48 languages for Lyro, which fills the languages row and retires our note that no language list could be found. The same documentation names email, WhatsApp, Messenger and Instagram as channels Lyro can answer on, gives refund requests as an example of a Procedure, and states that on email Lyro answers only the first message in a thread. Five merchant reviews on the Shopify App Store were added: two describe Lyro answering order and delivery-status questions, one describes it answering email and social messages, one mentions multiple languages, and one from 2024 reports answers that matched none of the content it was given. Orders, email and social messaging move to External report. The record is now fact-checked by a named person.", "es": "El centro de ayuda de Tidio documenta ahora 48 idiomas para Lyro, lo que completa la fila de idiomas y retira nuestra nota de que no se encontraba ninguna lista. La misma documentación nombra el email, WhatsApp, Messenger e Instagram como canales en los que Lyro puede responder, pone las solicitudes de reembolso como ejemplo de un Procedimiento e indica que, por email, Lyro solo responde al primer mensaje de cada hilo. Se añaden cinco reseñas de comercios en la Shopify App Store: dos describen a Lyro respondiendo preguntas sobre pedidos y estado de entrega, una lo describe respondiendo emails y mensajes en redes sociales, una menciona varios idiomas y una de 2024 informa de respuestas que no coincidían con nada del contenido que se le dio. Pedidos, email y mensajería social pasan a Informe externo. La ficha está ahora verificada por una persona con nombre." }, "patch": [ { "op": "add", "path": "/lyro/strengths/4", "value": { "id": "lyro-strength-channels-merchant", "text": "A German merchant wrote that Lyro answers their emails, social media messages and website live chats.", "sourceType": "independent-report", "sourceTitle": "Tidio Live Chat and AI Chatbots reviews (Shopify App Store), review by Memas Dessert", "sourceUrl": "https://apps.shopify.com/tidio-chat/reviews?page=15", "publishedAt": "2025-12-06", "checkedAt": "2026-10-03" } }, { "op": "add", "path": "/lyro/strengths/5", "value": { "id": "lyro-strength-languages-merchant", "text": "A UK merchant wrote that Lyro can communicate in multiple languages, which mattered to their business.", "sourceType": "independent-report", "sourceTitle": "Tidio Live Chat and AI Chatbots reviews (Shopify App Store), review by Attilus Caviar", "sourceUrl": "https://apps.shopify.com/tidio-chat/reviews?page=15", "publishedAt": "2025-11-28", "checkedAt": "2026-10-03" } }, { "op": "replace", "path": "/lyro/weaknesses", "value": [ { "id": "lyro-weak-metered-pricing", "text": "Lyro is billed per AI conversation with published self-serve tiers capped at 1,000 conversations a month; higher volumes require contacting sales for custom pricing.", "sourceType": "vendor-reported", "sourceTitle": "Tidio pricing", "sourceUrl": "https://www.tidio.com/pricing/", "checkedAt": "2026-09-20" }, { "id": "lyro-weak-trustpilot-answer-quality", "text": "A one-star Trustpilot reviewer wrote that Tidio's own Lyro chatbot can barely answer any help questions.", "sourceType": "independent-report", "sourceTitle": "Tidio reviews (Trustpilot)", "sourceUrl": "https://www.trustpilot.com/review/tidio.com", "publishedAt": "2025-08-09", "checkedAt": "2026-09-20" }, { "id": "lyro-weak-rating-spread", "text": "Tidio's Trustpilot score is 3.7 out of 5 across 225 reviews with 24% at one star, substantially lower than the 4.8 it holds on the Shopify App Store; the Trustpilot complaints concern Tidio billing and human support rather than Lyro specifically.", "sourceType": "independent-report", "sourceTitle": "Tidio reviews (Trustpilot)", "sourceUrl": "https://www.trustpilot.com/review/tidio.com", "checkedAt": "2026-09-20" }, { "id": "lyro-weak-email-first-reply", "text": "Tidio documents that on email Lyro answers only the first message of a ticket thread; if the customer replies, the thread stays open and a human agent has to respond.", "sourceType": "vendor-reported", "sourceTitle": "Lyro - the conversational AI agent (Tidio Help Center)", "sourceUrl": "https://help.tidio.com/hc/en-us/articles/9003475527196-Lyro-the-conversational-AI-agent", "checkedAt": "2026-10-03" }, { "id": "lyro-weak-merchant-random-answers", "text": "A US merchant three months on the app wrote that order tracking did not work and that Lyro gave random information that matched none of the 30 questions and answers and FAQ links it had been given.", "sourceType": "independent-report", "sourceTitle": "Tidio Live Chat and AI Chatbots reviews (Shopify App Store), review by GOTHAM'S LEGACY", "sourceUrl": "https://apps.shopify.com/tidio-chat/reviews?page=23", "publishedAt": "2024-01-14", "checkedAt": "2026-10-03" } ] }, { "op": "replace", "path": "/lyro/fit", "value": [ { "area": "small", "vendorCapability": { "id": "lyro-fit-small-vendor", "text": "Tidio sells Lyro self-serve with a no-credit-card seven-day trial, 50 lifetime free conversations and entry pricing from $32.50 a month, with no minimum seat or annual commitment stated.", "sourceType": "vendor-reported", "sourceTitle": "Tidio pricing", "sourceUrl": "https://www.tidio.com/pricing/", "checkedAt": "2026-09-20" }, "independentSupport": [ { "id": "lyro-fit-small-ind-1", "text": "A small Shopify store reported an AI resolution rate of around 90% after six months on the app.", "sourceType": "independent-report", "sourceTitle": "Tidio Live Chat and AI Chatbots reviews (Shopify App Store)", "sourceUrl": "https://apps.shopify.com/tidio-chat/reviews", "publishedAt": "2026-09-16", "checkedAt": "2026-09-20" }, { "id": "lyro-fit-small-ind-2", "text": "A small Australian merchant wrote that Lyro has learned their product range, delivery options and returns and can handle the bulk of their questions.", "sourceType": "independent-report", "sourceTitle": "Tidio Live Chat and AI Chatbots reviews, page 2 (Shopify App Store)", "sourceUrl": "https://apps.shopify.com/tidio-chat/reviews?page=2", "publishedAt": "2026-06-01", "checkedAt": "2026-09-20" } ], "note": "Independent evidence for the small-business segment is unusually dense here because Lyro is distributed through the Shopify App Store, where reviewers self-identify as small merchants." }, { "area": "product-questions", "vendorCapability": { "id": "lyro-fit-pq-vendor", "text": "Tidio states Lyro automatically scrapes a business's support content to use as its knowledge base and can provide product recommendations.", "sourceType": "vendor-reported", "sourceTitle": "Lyro AI Agent (Tidio)", "sourceUrl": "https://www.tidio.com/lyro/", "checkedAt": "2026-09-20" }, "independentSupport": [ { "id": "lyro-fit-pq-ind-1", "text": "A Shopify merchant wrote that Lyro has learned their product range, delivery options and returns and can handle the bulk of their questions.", "sourceType": "independent-report", "sourceTitle": "Tidio Live Chat and AI Chatbots reviews, page 2 (Shopify App Store)", "sourceUrl": "https://apps.shopify.com/tidio-chat/reviews?page=2", "publishedAt": "2026-06-01", "checkedAt": "2026-09-20" }, { "id": "lyro-fit-pq-ind-2", "text": "Another Shopify merchant wrote that Lyro solved many queries before they became an email ticket.", "sourceType": "independent-report", "sourceTitle": "Tidio Live Chat and AI Chatbots reviews, page 2 (Shopify App Store)", "sourceUrl": "https://apps.shopify.com/tidio-chat/reviews?page=2", "publishedAt": "2026-06-11", "checkedAt": "2026-09-20" } ], "independentFailure": { "id": "lyro-fit-pq-fail", "text": "A Trustpilot reviewer reported that Lyro, as deployed on Tidio's own site, can barely answer any help questions.", "sourceType": "independent-report", "sourceTitle": "Tidio reviews (Trustpilot)", "sourceUrl": "https://www.trustpilot.com/review/tidio.com", "publishedAt": "2025-08-09", "checkedAt": "2026-09-20" }, "note": "The independent evidence is genuinely mixed: several Shopify merchants report Lyro handling the bulk of product questions, while a Trustpilot reviewer reports it failing on Tidio's own site. Contrary evidence outranks capability claims under the rubric, so this reads poor; both sides are listed so a reader can weigh them." }, { "area": "human-handoff", "vendorCapability": { "id": "lyro-fit-handoff-vendor", "text": "Tidio states users can set flexible handoff and escalation rules and that Lyro creates a ticket in the connected support solution so a human agent can answer.", "sourceType": "vendor-reported", "sourceTitle": "Lyro AI Agent (Tidio)", "sourceUrl": "https://www.tidio.com/lyro/", "checkedAt": "2026-09-20" }, "independentSupport": [ { "id": "lyro-fit-handoff-ind-1", "text": "A Shopify merchant described the agent as able to answer repetitive questions automatically and escalate questions when needed.", "sourceType": "independent-report", "sourceTitle": "Tidio Live Chat and AI Chatbots reviews (Shopify App Store)", "sourceUrl": "https://apps.shopify.com/tidio-chat/reviews", "publishedAt": "2026-08-21", "checkedAt": "2026-09-20" } ] }, { "area": "orders", "vendorCapability": { "id": "lyro-fit-orders-vendor", "text": "Tidio states Lyro can automate order updates and lead qualification through a feature it calls Smart Actions.", "sourceType": "vendor-reported", "sourceTitle": "Lyro AI Agent (Tidio)", "sourceUrl": "https://www.tidio.com/lyro/", "checkedAt": "2026-09-20" }, "independentSupport": [ { "id": "lyro-fit-orders-ind-1", "text": "A UK merchant two years on the app wrote that, with Actions, customers can check the delivery status of their orders through Lyro.", "sourceType": "independent-report", "sourceTitle": "Tidio Live Chat and AI Chatbots reviews (Shopify App Store), review by Attilus Caviar", "sourceUrl": "https://apps.shopify.com/tidio-chat/reviews?page=15", "publishedAt": "2025-11-28", "checkedAt": "2026-10-03" }, { "id": "lyro-fit-orders-ind-2", "text": "A US Shopify merchant wrote that Lyro handles the bulk of repetitive questions about shipping and orders, keeping their support inbox cleaner.", "sourceType": "independent-report", "sourceTitle": "Tidio Live Chat and AI Chatbots reviews (Shopify App Store), review by Hummus Fit", "sourceUrl": "https://apps.shopify.com/tidio-chat/reviews?page=16", "publishedAt": "2025-11-13", "checkedAt": "2026-10-03" } ], "note": "Two merchant reviews describe Lyro answering order and delivery-status questions; neither says how the store connected its order data. A 2024 review reporting that order tracking did not work is listed under weaknesses rather than here, because it does not make clear whether the tracking it meant was Lyro's." }, { "area": "returns", "vendorCapability": { "id": "lyro-fit-returns-vendor", "text": "Tidio documents Procedures, step-by-step workflows Lyro follows for a specific situation, naming refund requests as the example; a step can call the merchant's systems through Actions or create a ticket for the team.", "sourceType": "vendor-reported", "sourceTitle": "Lyro - the conversational AI agent (Tidio Help Center)", "sourceUrl": "https://help.tidio.com/hc/en-us/articles/9003475527196-Lyro-the-conversational-AI-agent", "checkedAt": "2026-10-03" }, "independentSupport": [], "note": "No independent report of Lyro handling a return or refund was found. The vendor's own handoff examples also show refund and cancellation requests escalated to a human, so how much of a refund flow Lyro completes depends on how the merchant configures it." } ] }, { "op": "replace", "path": "/lyro/comparison/channels/text", "value": "Tidio documents Lyro answering on the website chat widget by default, and optionally on Facebook Messenger, Instagram and WhatsApp once those are integrated with Tidio, and on incoming email tickets from connected mailboxes." }, { "op": "replace", "path": "/lyro/comparison/channels/sourceTitle", "value": "Lyro - the conversational AI agent (Tidio Help Center)" }, { "op": "replace", "path": "/lyro/comparison/channels/sourceUrl", "value": "https://help.tidio.com/hc/en-us/articles/9003475527196-Lyro-the-conversational-AI-agent" }, { "op": "replace", "path": "/lyro/comparison/channels/checkedAt", "value": "2026-10-03" }, { "op": "replace", "path": "/lyro/comparison/languages", "value": { "id": "lyro-cmp-languages", "text": "Tidio lists 48 supported languages for Lyro, says it detects the customer's language and replies in it natively rather than translating through English, and lets a business restrict Lyro to a chosen subset with a default fallback language.", "sourceType": "vendor-reported", "sourceTitle": "Lyro Multilanguage support (Tidio Help Center)", "sourceUrl": "https://help.tidio.com/hc/en-us/articles/12643043611036-Lyro-Multilanguage-support", "checkedAt": "2026-10-03" } }, { "op": "add", "path": "/lyro/channels/1", "value": { "channel": "email", "vendorCapability": "lyro-cmp-channels", "independentSupport": ["lyro-strength-channels-merchant"] } }, { "op": "add", "path": "/lyro/channels/2", "value": { "channel": "whatsapp", "vendorCapability": "lyro-cmp-channels", "independentSupport": [] } }, { "op": "add", "path": "/lyro/channels/3", "value": { "channel": "social", "vendorCapability": "lyro-cmp-channels", "independentSupport": ["lyro-strength-channels-merchant"] } }, { "op": "replace", "path": "/lyro/factsCheckedAt", "value": "2026-10-03" }, { "op": "replace", "path": "/lyro/editorial/factCheckedBy", "value": "gosia-madej" }, { "op": "replace", "path": "/lyro/editorial/factCheckedAt", "value": "2026-10-03" } ], "digest": "sha256:afb4867f2ee0501f9c32f69b449fb1742459e245755be6163f023bf7bcf23065" }