n-Tidio's AI Is Actually Two Tools: Lyro and Flows. Here's the Difference.
Tidio AI splits into two separate features: Lyro, a conversational AI agent that answers customer questions in natural language without a fixed script, and Flows, a drag-and-drop builder for structured automations like cart-abandonment reminders or lead capture that don't need Lyro's open-ended conversation at all. Lyro Actions can trigger a Flow mid-conversation when a specific phrase or question comes up. We connect both to your actual store and account data, so Lyro answers from real order and inventory information instead of whatever you've manually fed it, and Flows can call out to systems Tidio doesn't reach on its own.
What Lyro and Flows each actually do
Lyro reads your store's content, FAQs, product pages, past conversations, and uses that to answer naturally phrased questions without a human. It hands off to an agent when a question needs one, or when it's simply not confident in the answer.
Flows is different: a visual builder with dozens of templates for scenarios like cart abandonment, lead qualification, and FAQ routing. You build the logic yourself, trigger by trigger, with no conversation AI involved unless you connect one.
Lyro Actions is the bridge between them: a specific phrase or question inside a Lyro conversation can trigger a Flow, so the bot can take a defined action, like offering a discount code, mid-conversation instead of just replying with text.
The real limit on both: Lyro only knows what it's been fed, and Flows can only act within what Tidio's own triggers and integrations expose. Anything that needs a live lookup against your actual store or order system, beyond what a native integration already covers, needs that connection built separately.
What We Build on Top of Lyro and Flows
Lyro answering from live order data
A customer asks where their order is, and Lyro checks your actual fulfillment system in real time instead of defaulting to a generic hold-for-an-agent reply.
Flow steps that reach outside Tidio
A cart-abandonment Flow checks real inventory before offering a discount on an item that's actually out of stock, instead of running the same offer regardless.
Lyro Actions tied to your CRM
A question Lyro can't fully answer triggers a Flow that captures the lead with the right context already attached, routed into your CRM tagged by what they actually asked.
Escalation that keeps the full conversation
When Lyro hands off to a human, the agent gets the complete conversation and whatever account or order data already came up, not a cold handoff starting from zero.
Running Tidio and Lyro keeps punting questions it should be able to answer?
Tell us what customers ask that Lyro can't handle right now, order status, stock, account details, whatever it is. Usually that's a missing data connection, not a limit of the AI itself, and it's exactly the kind of thing we build. Tidio's chatbot is just one example of where this shows up; the same offer covers any manual process anywhere else in your business.
Let's talk