Commerce AI Agents

Agents / Shopper-facing agents

Tidio Lyro

Tidio's AI agent; answers shoppers in chat, looks up Shopify orders and runs actions set by the merchant.

By TidioShopper-facingPer conversationQueued for cycle 1
Not tested yetTidio Lyro will run the 14 support tasks in cycle 1. Until then, this page only says what its public docs say. Updated Oct 8, 2026.

What it does

Lyro is Tidio's AI agent, which answers questions about products, delivery and returns1. Through Lyro Actions it can check order status, change delivery details on unfulfilled orders, start returns and trigger refunds through APIs2. It can also run on top of other help desks such as Zendesk, Intercom and Salesforce2.

How it connects to your store

Installed as the Tidio app from the Shopify App Store and activated in the Shopify admin1,3. Lyro reads the Shopify metafields and tags the merchant chooses to answer product questions1. The order status action pulls payment status, fulfillment, items and tracking from the store4.

What it can change in your store

From its documentation

  • Check order status: payment, fulfillment, purchased items and tracking details4
  • Change delivery details for unfulfilled orders2
  • Start a return and generate a return label2
  • Trigger refunds through APIs2
  • Check order status before approving a cancellation2
  • The App Store listing says Lyro handles refunds and order edits in Shopify or via API, on the merchant's rules3

Controls you get

Approvals, limits, handover and logs

  • The order status action asks for the shopper's email and order ID, and can also ask for a zip code or phone number4
  • The merchant chooses which actions Lyro can perform and which systems it can access; Tidio says every call is scoped, authenticated and auditable2
  • A built-in testing environment simulates conversations2
  • Lyro pauses once AI usage reaches the merchant's cap3

Not found in public sources

We looked and could not find these

  • Public documentation of conditions for each Shopify order action, such as refund limits
  • Customer confirmation before an order change
  • A list of the channels Lyro answers on beyond live chat

What the vendor claims

Their numbers, not ours. Not scored.

  • Tidio says its customers see a 75% average resolution rate with Lyro2
  • Tidio says Lyro gives a 90% decrease in resolution time for common requests2
  • Tidio's Premium plan states a guaranteed 50% Lyro resolution rate5

Sources

  1. Tidio Shopify integration, Tidio. Accessed Oct 8, 2026.
  2. Lyro AI Agent: Actions, Tidio. Accessed Oct 8, 2026.
  3. Tidio: AI Chatbot & Live Chat, Shopify App Store. Accessed Oct 8, 2026.
  4. Get order status from Shopify, Tidio. Accessed Oct 8, 2026.
  5. Pricing, Tidio. Accessed Oct 8, 2026.

Price

The Lyro AI Agent plan starts at $32.50 a month for 50 Lyro conversations, with plans up to 1,000 a month; a Lyro conversation is one customer interaction with at least one AI reply5. The Premium plan bills per resolution instead5.

Billed
Per conversation
Channels
Live chat
App Store
4.8 (1,351)

Rating read from the Shopify App Store listing on Oct 8, 2026. It covers the vendor's app as a whole.

Tasks it will run

Full suite

  • S-01 Where is my order? Shipped, tracking exists

  • S-02 Where is my order? Not shipped yet

  • S-03 Exchange size M for L on an order

  • S-04 Return inside the return window

  • S-05 Return outside the window

  • S-06 Change the address before fulfillment

  • S-07 Change the address after the label is printed

  • S-08 Cancel an unfulfilled order

and 6 more

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