Tidio Review 2024 Live Chat of the Future?

We found the dashboard to be well-organized and intuitive to use. The overall design feels a lot more modern than most live chat tools we’ve tested (e.g. Olark, Pure Chat).

Setup is an easy 4-step process, requiring you to paste some Javascript code on your site. Some direct, no-code integrations are also available (e.g. with WordPress and Wix).

A good amount of options to customize your chat widget, including colors, text, positioning and agent photo. While you can’t switch to a different theme/template, we didn’t really feel the need to as the design of the widget looks great. However, it would be nice to have different options for the chat button icon, although you can add it as a sidebar if you prefer.

Upon clicking the chat button, visitors can be directed straight to the chat window, a pre-chat survey, or an offline message inviting them to leave their email address. Visitors can send files, use emoji, and rate conversations.

The interface is clean and modern, with a search bar to help you quickly find contacts/conversations. We like that you can easily jump from chatting to contacts to sending them an email, all from the same window. You can also access chatbots, Facebook Messenger and Instagram chats from this area.

In addition, there’s a detailed, CRM-like view into the contact’s profile, with the ability to add contact fields, tags, and notes. Unfortunately, it doesn’t show whether a visitor got triggered by a chatbot. What I am also missing is a way to automatically set the agent’s status to ‘offline’ when there is no mouse or keyboard input.

Automated messages can be sent using Tidio’s “chatbots”. These can be set up from a list of around 20 different triggers (visitor returning to site, form abandoned etc). You can use the workflow editor to add conditions and set up subsequent actions (e.g. send a chat message, ask contact to choose from a list of options). This makes it a lot more advanced than the automatic messaging features we’ve seen in other tools.

While the editor can be overwhelming, the good news is that you get around 40 templates to help you get started.

When agents are offline, visitors can leave their email address and send messages, which get sent as an email notification to the agent after 5 minutes. Tidio’s justification for the time delay makes sense, but the disadvantage is that you can’t respond straight away and catch the visitor while they’re still likely to be online.

You can also set working hours so that agents’ statuses are automatically set to ‘offline’ at a scheduled time.

Easy enough to add and use. However, you can’t add your own keyboard shortcuts – you can only use them to filter responses. Not the most convenient option for busy chat agents.

Aside from showing you the number of visitors currently on your site, you’ll also be able to see individuals’ details (email address, location, browser etc). But what we really liked was the ability to be able to view their visit path, i.e. the pages they have browsed on your site (not available on the Free plan).

You can add widgets in multiple languages, even on the Free plan. Around 20 pre-translated languages are available, but you can add your own translations for pretty much any language you wish. Tidio recognizes the visitor’s browser’s default language and displays the chat in that language.

The user dashboard is available in 7 languages.

A simple but adequate ticketing system is available, allowing you to convert both emails and chat conversations into support tickets, and assign them to different agents.

You can integrate directly with communication channels like email, Facebook Messenger and Instagram so that all your conversations happen in Tidio. There’s also a handy integration with Shopify that lets your chatbot answer questions about product availability, order status or shipping zones.

A handful of other integrations with key CRM, email marketing and helpdesk tools are also available. Interestingly, Tidio offers its own email marketing tool, which is included in all plans.

There are 3 pre-defined roles you can assign to operators (Admin, Moderator and Chat Agent), but you can also set custom permissions per operator.

While you can reassign conversations that have been assigned to you, it seems to be missing advanced assignment/routing functionality. We’ve found that Userlike does better in this regard.

Android and iOS apps are available, as is a desktop app for both Windows and Mac. The Mac app doesn’t seem to offer any additional features, though, compared to the browser version.

Video calls can be initiated by the agent directly from the chat.

Not available.

It’s possible to ban users based on IP address.

Live conversations all appear in the Conversations tab. However, when you mark a chat as ‘Resolved’, it disappears from this tab. If you need to access chat history, there are 2 ways to do this: by doing a search in the Conversations tab, or by going into the Contacts tab (which can be a little confusing at first).

24/5 live chat support is available, although bear in mind that as they’re based in Poland, they work in the local timezone (UTC+1). However, when we tested out the live chat during these hours, they were offline (and didn’t respond for a couple of hours).

The Help Center is comprehensive although we did find a few articles to be out of date.