Comparison
Breeze Customer Agent vs Lyro
Compare documented workflows and implementation requirements using attributed public sources. Facts last checked , the earlier of the two records. Machine-readable record.
Fact-checked by Gosia Madej
Start with your setup
These are documented product differences and requirements. A feature list or a single customer report does not establish which agent will perform better for your team.
Deployment model
Breeze Customer Agent
The agent is a cloud service inside HubSpot and requires at least one Facebook, WhatsApp, or live chat channel connected to the HubSpot conversations inbox or help desk before it can be deployed.Vendor-reported
- Source
- Understand the customer agent — HubSpot Knowledge Base
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
hubspot-breeze-cmp-deployment
Lyro
A hosted agent added to a website via the Tidio widget; the vendor states it can be added in a few clicks without technical knowledge.Vendor-reported
- Source
- Lyro AI Agent (Tidio)
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
lyro-cmp-deployment
Actions in backend systems
Breeze Customer Agent
HubSpot states the agent can take action in the customer's CRM in addition to answering questions, without publishing a list of the specific actions available.Vendor-reported
- Source
- AI Customer Service Agent — HubSpot
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
hubspot-breeze-cmp-actions
Lyro
Tidio describes Smart Actions covering order updates, lead qualification and product recommendations as the actions Lyro performs beyond answering.Vendor-reported
- Source
- Lyro AI Agent (Tidio)
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
lyro-cmp-actions
Human handoff
Breeze Customer Agent
HubSpot documents that the agent hands conversations to a human with full context when its confidence is low, when escalation rules are met, or when the visitor asks for a person.Vendor-reported
- Source
- Understand the customer agent — HubSpot Knowledge Base
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
hubspot-breeze-cmp-handoff
Lyro
Tidio states users can set flexible handoff and escalation rules and that Lyro creates a ticket in the connected support solution for a human agent.Vendor-reported
- Source
- Lyro AI Agent (Tidio)
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
lyro-cmp-handoff
Side by side
Product attributes first, then what the sources establish for each customer workflow, then the industries they place each agent in. Open any claim to see its source, the date it was checked, and how to request a correction. Two agents are rarely documented to the same depth, so read a difference between the two columns as a difference in the public record before reading it as a difference in the products.
What this agent was judged by
The independent evidence behind these states comes mainly from analysts and trade press.States rest on 1 independent source across analysts and trade press. This is not the same yardstick for every agent, and that asymmetry is a known limitation.
What this agent was judged by
The independent evidence behind these states comes mainly from other independent sources.States rest on 2 independent sources across other independent sources, end-user review sites. This is not the same yardstick for every agent, and that asymmetry is a known limitation.
| Attribute | Breeze Customer Agent | Lyro |
|---|---|---|
| Review basis | Source-based review | Source-based review |
| Deployment model | The agent is a cloud service inside HubSpot and requires at least one Facebook, WhatsApp, or live chat channel connected to the HubSpot conversations inbox or help desk before it can be deployed.Vendor-reported
| A hosted agent added to a website via the Tidio widget; the vendor states it can be added in a few clicks without technical knowledge.Vendor-reported
|
| Channels | HubSpot lists live chat, email, forms, WhatsApp, Facebook Messenger, and inbound voice calls as channels the agent can handle.Vendor-reported
| 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.Vendor-reported
|
| Languages | HubSpot states the agent is available in all HubSpot-supported languages, without publishing a specific count or list on the product page.Vendor-reported
| 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.Vendor-reported
|
| Help desk and CRM integrations | The agent operates within HubSpot's own conversations inbox and help desk; HubSpot's documentation describes no integration with third-party helpdesk products.Vendor-reported
| Tidio states Lyro can connect with Zendesk, Intercom, Salesforce and more than 20 platforms and can run alongside an existing support solution.Vendor-reported
|
| Knowledge sources | HubSpot states the agent draws on synced knowledge base articles, website content, CRM data, historical conversations, and unstructured sources such as PDFs and meeting transcripts.Vendor-reported
| Tidio states Lyro automatically scrapes a business's support content and uses it as its knowledge base.Vendor-reported
|
| Actions in backend systems | HubSpot states the agent can take action in the customer's CRM in addition to answering questions, without publishing a list of the specific actions available.Vendor-reported
| Tidio describes Smart Actions covering order updates, lead qualification and product recommendations as the actions Lyro performs beyond answering.Vendor-reported
|
| Human handoff | HubSpot documents that the agent hands conversations to a human with full context when its confidence is low, when escalation rules are met, or when the visitor asks for a person.Vendor-reported
| Tidio states users can set flexible handoff and escalation rules and that Lyro creates a ticket in the connected support solution for a human agent.Vendor-reported
|
| Target customer size | Access requires a HubSpot Professional or Enterprise subscription, listed at $90 and $150 per seat per month annually, with Professional including 3,000 HubSpot Credits and Enterprise 5,000.Vendor-reported
| Published self-serve pricing runs from 50 free lifetime conversations and $32.50 a month up to 1,000 conversations a month, above which Tidio directs buyers to sales, indicating a small-business entry point.Vendor-reported
|
| Vendor-reported performance claims | HubSpot advertises a 70% average resolution rate (90% for top teams), 74% more tickets closed, and an 84% higher ticket resolution rate, all figures self-reported and not independently verified.Vendor-reported
| Tidio claims customers automate around 67% of customer inquiries with Lyro on average, and cites one case study with a 97% decrease in average response time.Vendor-reported
|
| Workflow evidenceBilling Illustrative scenario I was charged twice for the same order. Can you refund the extra payment? What to verify: Verify identity, inspect payment records, apply the refund policy, and confirm the payment-system result. If no authorized refund action is connected, hand off with the evidence. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceOrders Illustrative scenario My order has not arrived. Where is it? What to verify: Retrieve the correct order and current carrier status. Distinguish a real tracking update from an estimate; do not invent a delivery date. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | External report 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. 3 cited claims for orders on LyroTidio states Lyro can automate order updates and lead qualification through a feature it calls Smart Actions.Vendor-reported
A UK merchant two years on the app wrote that, with Actions, customers can check the delivery status of their orders through Lyro.Independent report
A US Shopify merchant wrote that Lyro handles the bulk of repetitive questions about shipping and orders, keeping their support inbox cleaner.Independent report
|
| Workflow evidenceReturns Illustrative scenario I bought this 12 days ago and opened the box. Can I return it? What to verify: Check the actual return window, product exclusions, and order record. A policy answer and an executed return are different capabilities. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented 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. 1 cited claim for returns on LyroTidio 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.Vendor-reported
|
| Workflow evidenceProduct questions Illustrative scenario Does this adapter work with my exact laptop model? What to verify: Use a current, approved compatibility source. Ask for the model when missing and distinguish documented compatibility from an assumption. | Vendor-documented CX Today described the agent drawing on knowledge bases and CRM data (18 Feb 2025), but that coverage is descriptive rather than a test of answer quality, so it is not counted as independent support. 1 cited claim for product questions on Breeze Customer AgentHubSpot states the agent answers customer questions across email, chat, and forms using synced knowledge base articles, website content, and CRM history.Vendor-reported
| Caveat documented 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. 4 cited claims for product questions on LyroTidio states Lyro automatically scrapes a business's support content to use as its knowledge base and can provide product recommendations.Vendor-reported
A Shopify merchant wrote that Lyro has learned their product range, delivery options and returns and can handle the bulk of their questions.Independent report
Another Shopify merchant wrote that Lyro solved many queries before they became an email ticket.Independent report
A Trustpilot reviewer reported that Lyro, as deployed on Tidio's own site, can barely answer any help questions.Independent report
|
| Workflow evidenceAccount issues Illustrative scenario I lost access to my email. Change the address on my account. What to verify: Follow the approved identity-recovery process before accessing or changing account data. Escalate when identity cannot be verified. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceComplaints Illustrative scenario I have contacted you three times and the problem is still unresolved. What to verify: Recognize the repeat complaint, retain relevant history, and route it to the right team. Do not promise compensation outside the policy. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceHuman handoff Illustrative scenario Please connect me to a person who can approve this exception. What to verify: Transfer to an available team with the conversation and relevant records. Outside working hours, explain the actual follow-up path rather than promise immediate contact. | Vendor-documented No independent evaluation of handoff quality or escalation accuracy was found. 1 cited claim for human handoff on Breeze Customer AgentHubSpot documents that the agent transfers a conversation to a human when its confidence is low, when escalation rules are met, when a visitor explicitly asks for a human, or when a configured handoff phrase is triggered.Vendor-reported
| External report 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. 2 cited claims for human handoff on LyroTidio 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.Vendor-reported
A Shopify merchant described the agent as able to answer repetitive questions automatically and escalate questions when needed.Independent report
|
| Workflow evidenceSmall businesses Illustrative scenario A two-person support team wants to launch without a dedicated engineer. What to verify: Validate setup effort, existing help-desk support, required integrations, and ongoing maintenance. A small customer's story alone does not establish suitability for every small business. | Caveat documented The seat minimums reported by Vendr apply to Service Hub subscriptions generally; they set the floor cost of reaching a tier where the agent is available. 2 cited claims for small businesses on Breeze Customer AgentProcurement platform Vendr lists HubSpot Service Hub Professional at $100 per seat per month with a five-seat minimum and Enterprise at $150 per seat per month with a ten-seat minimum.Independent report
HubSpot documents that Customer Agent is available only on Professional and Enterprise subscriptions, excluding businesses on HubSpot's Free and Starter tiers.Vendor-reported
| External report 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. 3 cited claims for small businesses on LyroTidio 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.Vendor-reported
A small Shopify store reported an AI resolution rate of around 90% after six months on the app.Independent report
A small Australian merchant wrote that Lyro has learned their product range, delivery options and returns and can handle the bulk of their questions.Independent report
|
| Workflow evidenceMid-market Illustrative scenario A growing support team needs separate queues and connected order and account systems. What to verify: Validate routing, permissions, integration ownership, and handling of each team's policies in the intended configuration. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceEnterprise Illustrative scenario A multi-brand support organization needs controlled access across regional teams. What to verify: Validate data boundaries, audit records, escalation ownership, and the specific deployment requirements. A vendor's enterprise positioning is not proof of these controls. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Industry evidenceRetail and e-commerce | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | External report The independent evidence is Shopify App Store reviews written by merchants running the product. That is first-hand and unpaid, and it is also self-selected: reviewers are the merchants who chose to write. 3 cited claims for retail and e-commerce on LyroA Shopify merchant using the app for six months reported an AI resolution rate of around 90%.Independent report
A Shopify merchant wrote that Lyro has learned their product range, delivery options and returns and can handle the bulk of their questions.Independent report
A Shopify merchant described the agent as able to answer repetitive questions automatically and escalate questions when needed.Independent report
|
| Industry evidenceFinancial services | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Industry evidenceTelecommunications | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Industry evidenceTravel and hospitality | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Industry evidenceHealthcare | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Industry evidencePublic sector and education | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Industry evidenceLogistics and delivery | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Channels | ||
| Web and in-app chat | Vendor-documented HubSpot lists live chat, email, forms, WhatsApp, Facebook Messenger, and inbound voice calls as channels the agent can handle. 1 cited claim for web and in-app chat on Breeze Customer AgentHubSpot lists live chat, email, forms, WhatsApp, Facebook Messenger, and inbound voice calls as channels the agent can handle.Vendor-reported
| Vendor-documented A hosted agent added to a website via the Tidio widget; the vendor states it can be added in a few clicks without technical knowledge. 1 cited claim for web and in-app chat on LyroA hosted agent added to a website via the Tidio widget; the vendor states it can be added in a few clicks without technical knowledge.Vendor-reported
|
| Vendor-documented HubSpot lists live chat, email, forms, WhatsApp, Facebook Messenger, and inbound voice calls as channels the agent can handle. 1 cited claim for email on Breeze Customer AgentHubSpot lists live chat, email, forms, WhatsApp, Facebook Messenger, and inbound voice calls as channels the agent can handle.Vendor-reported
| External report 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. 2 cited claims for email on LyroTidio 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.Vendor-reported
A German merchant wrote that Lyro answers their emails, social media messages and website live chats.Independent report
| |
| Voice and phone | Vendor-documented HubSpot lists live chat, email, forms, WhatsApp, Facebook Messenger, and inbound voice calls as channels the agent can handle. 1 cited claim for voice and phone on Breeze Customer AgentHubSpot lists live chat, email, forms, WhatsApp, Facebook Messenger, and inbound voice calls as channels the agent can handle.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| SMS | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Vendor-documented HubSpot lists live chat, email, forms, WhatsApp, Facebook Messenger, and inbound voice calls as channels the agent can handle. 1 cited claim for whatsapp on Breeze Customer AgentHubSpot lists live chat, email, forms, WhatsApp, Facebook Messenger, and inbound voice calls as channels the agent can handle.Vendor-reported
| Vendor-documented 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. 1 cited claim for whatsapp on LyroTidio 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.Vendor-reported
| |
| Social messaging | Vendor-documented HubSpot lists live chat, email, forms, WhatsApp, Facebook Messenger, and inbound voice calls as channels the agent can handle. 1 cited claim for social messaging on Breeze Customer AgentHubSpot lists live chat, email, forms, WhatsApp, Facebook Messenger, and inbound voice calls as channels the agent can handle.Vendor-reported
| External report 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. 2 cited claims for social messaging on LyroTidio 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.Vendor-reported
A German merchant wrote that Lyro answers their emails, social media messages and website live chats.Independent report
|
| Help desks | ||
| Zendesk | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented Tidio states Lyro can connect with Zendesk, Intercom, Salesforce and more than 20 platforms and can run alongside an existing support solution. 1 cited claim for zendesk on LyroTidio states Lyro can connect with Zendesk, Intercom, Salesforce and more than 20 platforms and can run alongside an existing support solution.Vendor-reported
|
| Salesforce | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented Tidio states Lyro can connect with Zendesk, Intercom, Salesforce and more than 20 platforms and can run alongside an existing support solution. 1 cited claim for salesforce on LyroTidio states Lyro can connect with Zendesk, Intercom, Salesforce and more than 20 platforms and can run alongside an existing support solution.Vendor-reported
|
| ServiceNow | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Freshdesk | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Intercom | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented Tidio states Lyro can connect with Zendesk, Intercom, Salesforce and more than 20 platforms and can run alongside an existing support solution. 1 cited claim for intercom on LyroTidio states Lyro can connect with Zendesk, Intercom, Salesforce and more than 20 platforms and can run alongside an existing support solution.Vendor-reported
|
| HubSpot | Vendor-documented The agent operates within HubSpot's own conversations inbox and help desk; HubSpot's documentation describes no integration with third-party helpdesk products. 1 cited claim for hubspot on Breeze Customer AgentThe agent operates within HubSpot's own conversations inbox and help desk; HubSpot's documentation describes no integration with third-party helpdesk products.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Kustomer | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Gorgias | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Gladly | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Help Scout | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Front | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Microsoft Dynamics 365 | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
Change history
Open the changelogEvery change to this record is in the public changelog, with what it changed and why.
· Evidence
Lyro: languages, channels, refund procedures and new merchant reports
Lyro: 8 claims added · 1 claim edited · 1 claim removed · 5 evidence states moved
- OrdersVendor-documented→External report
- ReturnsNot established→Vendor-documented
- Channel · EmailNot established→External report
- Channel · WhatsAppNot established→Vendor-documented
- Channel · Social messagingNot established→External report
· Structure
Channels and help desks become evidence rows, and records gain bylines
Breeze Customer Agent: 6 evidence states moved
- Channel · Web and in-app chatNot established→Vendor-documented
- Channel · EmailNot established→Vendor-documented
- Channel · Voice and phoneNot established→Vendor-documented
- Channel · WhatsAppNot established→Vendor-documented
- Channel · Social messagingNot established→Vendor-documented
- Help desk · HubSpotNot established→Vendor-documented
Lyro: 4 evidence states moved
- Channel · Web and in-app chatNot established→Vendor-documented
- Help desk · ZendeskNot established→Vendor-documented
- Help desk · SalesforceNot established→Vendor-documented
- Help desk · IntercomNot established→Vendor-documented
· Catalog
Launch: 22 AI customer service agents and 532 claims, every one sourced and dated
Breeze Customer Agent: Added to the catalog with 22 claims and 3 rows with evidence.
Lyro: Added to the catalog with 27 claims and 5 rows with evidence.
Recorded before launch
Notes the profile carried when it went live, from research before launch.
Lyro: Added the star distribution behind the Shopify App Store rating and stated what the rating covers, so it is not read as a measurement of Lyro itself. Source