Tidio provides live chat and chatbots for Shopify stores. This guide covers setup, automation, and optimization for customer communication.
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Tidio Live Chat
Support Integration for Shopify
4.7 ★
1118 reviews
Price
Free plan available
Last Updated
2025-12-21
Why Tidio?
Related: Shopify Gorgias Integration: Customer Support Helpdesk Guide (2025), Shopify Freshdesk Integration: Helpdesk Setup Guide (2025), Free Favicon Converter.
All-in-one communication:
| Feature | Benefit |
|---|---|
| Live chat | Real-time support |
| Chatbots | 24/7 automation |
| Lyro AI | Smart responses |
| Follow-up messaging | |
| Shopify data | Order context |
Impact on stores:
- 30% more conversions
- 70% queries automated
- Faster response times
- Reduced support costs
Tidio Pricing
Related: Shopify Yotpo Integration: Reviews & Loyalty Guide (2025), Shopify Zendesk Integration: Customer Support Guide (2025), Shopify Stamped Integration: Reviews & Loyalty Guide (2025).
| Plan | Price | Features |
|---|---|---|
| Free | $0/mo | Live chat, basic bots |
| Starter | $29/mo | Chatbots, analytics |
| Growth | $59/mo | Advanced features |
| Tidio+ | $749/mo | Premium support |
Add-ons:
- Lyro AI: $39/mo (50 conversations)
- Extra operators: $19/mo each
Getting Started
Related: Judge.me setup guide, Shopify Fera Integration: Reviews & Social Proof Guide (2025), Shopify Loox Integration: Photo Reviews Guide (2025).
Step 1: Install Tidio
- Go to Shopify App Store
- Search “Tidio”
- Click Add app
- Create Tidio account
- Widget auto-installs
Step 2: Configure Widget
Customize appearance:
- Widget color
- Position (left/right)
- Offline message
- Welcome message
Data Flow
%%{init: {'theme': 'base', 'themeVariables': { 'primaryColor': '#e0f2fe', 'primaryTextColor': '#0369a1', 'primaryBorderColor': '#0369a1', 'lineColor': '#64748b', 'secondaryColor': '#f0fdf4', 'tertiaryColor': '#fef3c7'}}}%%
graph LR
A[Shopify Store] -->|Data Sync| B[Shopify]
B -->|Bi-directional| C[Tidio]
Real-time sync
Scheduled sync
Step 3: Connect Shopify Data
Enable integration:
- Go to Integrations
- Click Shopify
- Authorize access
- Data starts syncing
Step 4: Set Up Chatbots
Create automations:
- Go to Chatbots
- Choose template or build
- Configure triggers
- Test and activate
Live Chat Features
Chat Interface
| Feature | Function |
|---|---|
| Visitor list | See who’s online |
| Chat history | Full conversation log |
| Typing indicator | See messages being typed |
| Canned responses | Quick replies |
| File sharing | Send attachments |
| Emoji/GIFs | Rich communication |
Shopify Context
In every chat see:
- Customer name
- Order history
- Cart contents
- Browsing pages
- Customer value
Quick Actions
From chat window:
- View order status
- Send discount code
- Share product links
- Create support ticket
Chatbot Automation
Pre-Built Templates
| Template | Use Case |
|---|---|
| FAQ answerer | Common questions |
| Order status | Shipping queries |
| Cart recovery | Abandoned carts |
| Lead capture | Email collection |
| Product finder | Recommendations |
| Appointment booking | Schedule calls |
Building Chatbots
Visual bot builder:
- Set trigger (message, page, time)
- Add conversation flow
- Include conditions
- Connect actions
- Test and deploy
Chatbot Actions
| Action | Function |
|---|---|
| Send message | Automated response |
| Ask question | Collect info |
| Show buttons | Multiple choice |
| Carousel | Product display |
| Collect email | Lead capture |
| Transfer to human | Escalation |
Lyro AI Chatbot
What Lyro Does
AI-powered support:
- Answers questions naturally
- Learns from your content
- Provides accurate info
- Escalates when needed
Training Lyro
- Connect knowledge sources
- Add FAQ pairs
- Link to help articles
- Include product info
Lyro Capabilities
| Capability | Description |
|---|---|
| Natural language | Conversational |
| Context aware | Remembers conversation |
| Multi-topic | Handles varied questions |
| Accurate | Based on your content |
Lyro Pricing
| Plan | Conversations |
|---|---|
| $39/mo | 50 |
| $79/mo | 100 |
| $159/mo | 250 |
| Custom | 500+ |
Ecommerce Automations
Cart Recovery
Visitor leaves with items in cart
↓
Trigger: 5 minutes inactive
↓
Bot: "Noticed you have items in cart..."
↓
Offer: Discount code or help
↓
Result: 15-20% recovery
Order Status
Automated flow:
- Customer asks about order
- Bot requests order number/email
- Pulls status from Shopify
- Provides tracking info
Product Recommendations
| Trigger | Response |
|---|---|
| “Looking for…” | Show matching products |
| Viewing category | Suggest bestsellers |
| Price question | Budget-appropriate options |
Lead Collection
Capture emails:
- Offer incentive (discount)
- Ask for email
- Send to Klaviyo/Mailchimp
- Confirm subscription
Visitor Tracking
Real-Time Monitoring
See live:
- Active visitors
- Pages viewing
- Time on site
- Cart contents
- Location
Proactive Chat
Trigger chat based on:
- Time on page (30+ seconds)
- Number of pages viewed
- Specific page visits
- Cart value threshold
- Return visitors
Visitor Segments
| Segment | Trigger |
|---|---|
| High value | Cart > $200 |
| Repeat visitor | 3+ visits |
| Exit intent | Moving to leave |
| Checkout page | Payment page |
Integrations
Email Marketing
| Platform | Integration |
|---|---|
| Klaviyo | Contact sync |
| Mailchimp | List subscription |
| HubSpot | CRM sync |
Support
| Platform | Integration |
|---|---|
| Zendesk | Ticket creation |
| Freshdesk | Support sync |
Other
| Platform | Integration |
|---|---|
| Zapier | Automations |
| Google Analytics | Event tracking |
| Facebook Messenger | Multi-channel |
Analytics
Key Metrics
| Metric | Track |
|---|---|
| Total conversations | Volume |
| Response time | Speed |
| Resolution rate | Effectiveness |
| Satisfaction score | Quality |
| Conversion rate | Sales impact |
Reports
Available data:
- Operator performance
- Chatbot effectiveness
- Busiest hours
- Common questions
- Customer satisfaction
Optimization
Use data to:
- Improve response times
- Train better chatbots
- Staff appropriately
- Identify common issues
Mobile App
Features
Tidio mobile app:
- Receive notifications
- Chat on the go
- View visitor info
- Manage conversations
Available on
- iOS (App Store)
- Android (Google Play)
Best Practices
Chat Widget
| Practice | Recommendation |
|---|---|
| Position | Bottom right |
| Color | Brand-matching |
| Welcome | Friendly, helpful |
| Offline | Set expectations |
Response Time
| Time | Customer Expectation |
|---|---|
| < 30 seconds | Excellent |
| 30-60 seconds | Good |
| 1-5 minutes | Acceptable |
| 5+ minutes | Poor |
Chatbot Design
| Do | Don’t |
|---|---|
| Be helpful | Be pushy |
| Offer human option | Force bot |
| Keep it simple | Overcomplicate |
| Test thoroughly | Launch untested |
Troubleshooting
Widget Not Showing
Causes:
- App not installed
- Theme conflict
- JavaScript error
Solutions:
- Verify installation
- Check theme compatibility
- Clear cache
- Contact support
Chatbot Not Triggering
Causes:
- Trigger conditions wrong
- Bot not active
- Conflict with other bots
Solutions:
- Review trigger settings
- Check active status
- Disable conflicting bots
Tidio vs Alternatives
| Feature | Tidio | Zendesk | Gorgias |
|---|---|---|---|
| Free plan | Yes | No | No |
| Chatbots | Built-in | Separate | Limited |
| AI (Lyro) | Available | Advanced | Basic |
| Ecommerce focus | Yes | General | Yes |
| Pricing | $29+ | $49+ | $60+ |
| Best for | SMB | Enterprise | DTC |
Next Steps
After setup:
- Configure widget - Match brand
- Create chatbots - FAQ, cart recovery
- Train Lyro - Add knowledge
- Set up proactive - Engage visitors
- Monitor & improve - Track metrics
Shopify + Tidio implementation checklist (2025)
This section adds practical “make it stable” steps you can use after you install the app/connector. It’s intentionally lightweight: the goal is fewer sync surprises, cleaner reporting, and easier troubleshooting.
1) Quick setup checklist
- Permissions first: grant only the scopes you need (orders/customers/products as required) and document who owns the admin credentials.
- Data mapping: confirm how email, phone, currency, and SKU are mapped between Shopify and Tidio.
- Historical import: decide how far back to import orders/customers (avoid importing years of data if you don’t need it).
- Deduplication rules: pick one unique identifier per object (usually email for customers, order ID for orders) to prevent doubles.
- Alerts: set a lightweight alert path (email/Slack) for failed syncs, auth expiry, and API rate limits.
2) Data you should verify after connecting
Most integration issues show up in the first hour if you test the right things. Use the table below as a QA checklist (create a test order if needed).
| Data object | What to check | Why it matters |
|---|---|---|
| Customers | Email/phone format, marketing consent fields, duplicates | Prevents double messaging and broken segmentation |
| Orders | Order total, tax, discount, shipping, currency | Keeps revenue reporting and automation triggers accurate |
| Line items | SKU, variant ID, quantity, refunds/returns behavior | Avoids inventory and attribution mismatches |
| Fulfillment | Status changes + timestamps, tracking numbers, carrier fields | Drives customer notifications and post-purchase flows |
| Catalog | Product titles, handles, images, collections/tags | Ensures personalization and reporting match your storefront |
3) Automation ideas for Support
- Start with one core workflow and validate end-to-end before adding more automation.
- Keep field naming consistent (email, phone, currency, SKU) to reduce mapping bugs.
- Monitor errors weekly and document a simple rollback plan for high-impact changes.
API sanity check (Shopify Admin API)
If your integration UI says “connected” but data isn’t flowing, a quick API call helps confirm whether the store is accessible and returning the objects you expect.
# List the 5 most recent orders (GraphQL)
curl -X POST "https://your-store.myshopify.com/admin/api/2025-01/graphql.json" \
-H "X-Shopify-Access-Token: $SHOPIFY_ADMIN_TOKEN" \
-H "Content-Type: application/json" \
-d "{\"query\":\"{ orders(first: 5, sortKey: CREATED_AT, reverse: true) { edges { node { id name createdAt totalPriceSet { shopMoney { amount currencyCode } } customer { email } } } } }\"}"Tip: keep tokens/keys in environment variables, and test in a staging store/site before rolling changes to production.
4) KPIs to monitor (so you catch problems early)
- Sync freshness: how long it takes for a new order/customer event to appear in Tidio.
- Error rate: failed syncs per day (and which object types fail most).
- Duplicates: number of merged/duplicate contacts or orders created by mapping mistakes.
- Revenue parity: weekly spot-check that Shopify totals match downstream reporting (especially after refunds).
- Attribution sanity: confirm that key events (purchase, refund, subscription) are tracked consistently.
5) A simple 30-day optimization plan
- Week 1: connect + map fields, then validate with 5–10 real orders/customers.
- Week 2: enable 1–2 automations and measure baseline KPIs (conversion, AOV, repeat rate).
- Week 3: tighten segmentation/rules (exclude recent buyers, add VIP thresholds, handle edge cases).
- Week 4: document the setup, create an “owner” checklist, and set a recurring monthly audit.
Related integration guides
Browse all: integration guides.
For full helpdesk, see Gorgias integration. For email marketing, check Klaviyo integration.