Tidio is a customer service platform that combines live chat and chatbot functionalities, enabling businesses to engage with customers in real-time and improve support efficiency.
Tidio is an all-in-one AI-powered customer service platform that combines live chat, intelligent chatbots, and helpdesk tools to automate up to 70% of customer inquiries while maintaining a human touch, enabling businesses to scale support efficiently and boost sales.[1][2][3] Key features include the Lyro AI Agent, which resolves queries across channels like websites, WhatsApp, Instagram, and Messenger using verified knowledge from your help center—never guessing—and seamlessly hands off complex issues to human agents; real-time visitor tracking, no-code Flows for automated conversations and lead capture, ticketing with auto-routing, and analytics for performance insights.[1][3][5]
It targets small and medium-sized businesses, particularly e-commerce stores on Shopify, seeking to enhance real-time engagement, recover abandoned carts, and manage multichannel support without coding expertise.[2][4][5] What sets Tidio apart is its emphasis on reliability and brand control—Lyro speaks multiple languages, delivers context-aware human-like responses, and integrates effortlessly with CRMs and e-commerce platforms, trusted by over 300,000 businesses for fast, error-free automation.[3][7][8]
Sources
Tidio explicitly states that Third-Party AI Providers are 'contractually prohibited from training their own foundation m
Tidio explicitly states that Third-Party AI Providers are 'contractually prohibited from training their own foundation m
Moderate risk. Suitable for internal data but avoid confidential information.
Tidio explicitly states that Third-Party AI Providers are 'contractually prohibited from training their own foundation models' on customer data, and that 'Input and Output are not used to train foundation models exposed to other customers, except in irreversibly aggregated form.' However, Tidio reserves the right to use 'aggregated, anonymised interaction data to tune model performance' for improvements, and customers must opt-out of this improvement training via support—indicating it is not default-protected.
“[AI Terms] 'Input and Output are not used to train foundation models exposed to other customers, except in irreversibly aggregated form. Customers may opt-out of improvement training via support.'”
Tidio grants itself a 'worldwide, non-exclusive, royalty-free licence to host, copy and process Input solely to (a) deliver and improve the Service, (b) comply with law, and (c) enforce the Master T&C.' The license is limited in stated purpose but is broad in scope (worldwide, sublicensable per master ToS), and improvements belong to Tidio. The license does not explicitly terminate on account deletion.
“[AI Terms] 'Customer grants Tidio a worldwide, non-exclusive, royalty-free licence to host, copy and process Input solely to (a) deliver and improve the Service, (b) comply with law, and (c) enforce the Master T&C.'”
Tidio shares customer data with Third-Party AI Providers (OpenAI, Anthropic, Google Cloud) as sub-processors under the DPA, with contractual prohibitions on training. A live list is maintained in Annex A with 30 days' notice of changes. However, the master ToS permits broad sharing with 'affiliates' and 'partners,' and the AI Terms do not fully restrict this beyond the named providers.
“[AI Terms] 'Customer Data contained in Input or Output may be routed through Third-Party AI Providers solely to deliver the Service, under the parties' Data Processing Addendum. These providers are contractually prohibited from training their own foundation models on such data. A live list of providers and hosting regions is kept in Annex A.'”
The AI Terms state that 'Inputs collected for an Action are deleted or pseudonymised after completion unless Customer opts to store them,' providing some clarity for Actions. However, the master ToS indicates data may be retained for 'reasonable period' and up to 6 months after account deletion, with vague language around what constitutes necessary retention.
“[AI Terms] 'Inputs collected for an Action are deleted or pseudonymised after completion unless Customer opts to store them.' [ToS] 'if you only unsubscribe our Services from your device without using our in-app delete my account feature, your information may be stored with us for a longer period (but only up to 6 months).'”
The master ToS explicitly states 'Tidio does not claim ownership of the information that you submit for your Tidio account or through our Services' and 'you retain any and all of your rights to any Content you submit.' The AI Terms confirm that 'All rights in such improvements belong to Tidio and its licensors' only for aggregated improvements, not the customer's outputs.
“[ToS] 'Tidio does not claim ownership of the information that you submit for your Tidio account or through our Services. You must have the necessary rights to such information.' [AI Terms] 'All rights in such improvements belong to Tidio and its licensors.'”
The ToS references GDPR compliance, EU-US Data Privacy Framework, and Standard Contractual Clauses for EU/UK/Swiss users, and mentions a Data Processing Agreement. However, no SOC 2, ISO 27001, HIPAA, or other formal security certifications are explicitly stated in the provided documents. The ToS notes 'Tidio is not a HIPAA Business Associate.'
“[ToS] 'Tidio participates in the EU-US Data Privacy Framework ("DPF") and relies on those certain Standard Contractual Clauses attached to the DPA.' [AI Terms] 'Tidio is not a HIPAA Business Associate; Customer remains responsible for any ePHI submitted.'”
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