Tidio Lyro uses tiered conversation limits with hard caps on some plans. Hay uses soft caps with overage pricing. The right model depends on your volume predictability and growth stage.
Hay vs Tidio Lyro comes down to conversation limits. Tidio Lyro uses hard caps on AI conversations, which can pause automation when reached. Hay uses soft caps with overage pricing that keeps AI running. For brands with variable or growing volume, Hay's model provides more predictable availability.
Understanding how conversation-based pricing compares at different volumes
At 50 conversations/month included, most active stores hit limits within days. Buying additional conversations gets expensive fast, and the 'hard cap' on lower plans can leave customers without AI support mid-month.
2,000 resolutions included for $135 vs 50 for $59 at Tidio. Even at scale, Hay's per-resolution cost is 70% lower than Lyro's overage rate.
Tidio Lyro Cost
$374/month
$59 base + 450 extra conversations x $0.70
Hay Cost
$50/month
Solo plan with 500 included resolutions
Save $324/month (87% less) with Hay
Tidio Lyro
Lyro uses tiered conversation limits that help teams control costs with predictable caps. The entry tier includes 50 conversations, with higher tiers offering more. On some plans, reaching the limit pauses AI until the next billing cycle or you purchase more.
Hay
Hay uses soft caps with overage pricing. AI keeps working when you exceed included resolutions - you're charged for the extra usage. This ensures uninterrupted service but means costs can vary.
Teams who prefer strict budget control may like hard caps. Teams who need guaranteed availability prefer soft caps with overages.
Tidio Lyro
Lyro is optimized primarily for Shopify with deep data access. WooCommerce, BigCommerce, and Magento integrations exist but with more limited functionality. This focus allows Lyro to provide excellent Shopify-specific features.
Hay
Platform-agnostic approach with full read/write integrations across Shopify, WooCommerce, and more. We can execute actions (process refunds, cancel orders) rather than just read data. Multi-platform brands get consistent capability everywhere.
Shopify-only stores may find Lyro's focused integration sufficient. Multi-platform brands benefit from Hay's consistent depth across all platforms.
Tidio Lyro
Lyro can answer questions about orders but typically can't take action. It reads Shopify data to tell customers their order status, but processing a refund or canceling an order requires human intervention or separate automation.
Hay
Hay's @-mention action system executes real operations. '@Shopify Process Refund' doesn't just draft a response - it actually processes the refund in Shopify and confirms completion to the customer.
True automation means fewer tickets that 'AI answered but human had to finish.' Hay closes the loop.
Tidio Lyro
Tidio is a helpdesk replacement, not a helpdesk addition. If you use Zendesk or Help Scout, you're running two systems. There's no 'add Lyro to my existing Zendesk' option.
Hay
Hay works with your existing helpdesk. Add AI automation to Zendesk, Help Scout, or Intercom without migrating. Use Hay's native chat if you prefer. Flexibility over lock-in.
Teams with established helpdesk workflows can add AI without disruption.
Tidio Lyro
SMB e-commerce, especially Shopify stores doing under 1,000 support conversations/month. Tidio's broader platform (live chat, email marketing, chatbots) serves teams wanting an all-in-one.
Hay
Mid-market support teams handling 2,000+ tickets/month who need reliable AI automation that scales. We focus on support automation depth rather than marketing breadth.
Moving from Tidio Lyro to Hay is straightforward, especially if you're frustrated with conversation limits or platform restrictions.
Link Shopify, WooCommerce, or BigCommerce with full read/write access for action execution.
Transfer your FAQ content. If Lyro learned from your help center, Hay can too - plus PDFs and CSVs.
Write playbooks that go beyond Q&A: '@Shopify Process Refund' instead of just answering 'how do I get a refund?'
Use Hay's chat widget as a Tidio replacement, or connect to your Zendesk/Help Scout for omnichannel.
With soft caps, handle peak periods knowing AI will keep working. Overage costs are predictable and reasonable.
Timeframe: Most teams migrate from Tidio to Hay within a week, including playbook configuration and testing.
For very small stores (under 200 conversations), Tidio's base plan might be cheaper. But the moment you exceed 50 AI conversations, the math changes quickly. A store doing 300 AI conversations pays ~$230/month on Tidio vs $50/month on Hay.
Hay focuses on support automation, not email marketing or promotional chatbots. If you use Tidio for email campaigns or sales bots, you'd need a separate tool. For pure support automation, Hay does more (action execution, multi-helpdesk support).
Hay includes a web chat widget that covers standard live chat needs. If you need advanced features like co-browsing or video chat, those are Tidio capabilities we don't replicate.
Yes, and better in one key way: Hay can execute actions in Shopify (process refunds, cancel orders), not just read data. Our Shopify integration is full read/write, while Lyro is primarily read-only.
You're charged the overage rate for your plan ($0.15-$0.25 per resolution) and AI keeps working. No shutoffs, no scrambling to buy more conversations, no customers left waiting.
Tidio Lyro is a strong choice for small Shopify stores with predictable, low-volume support needs. The all-in-one platform approach (chat, email marketing, chatbots) is convenient for teams wanting everything in one place.
Hay is better suited for growing brands who need guaranteed AI availability, multi-platform support, and action execution capabilities. If your volume is variable or you need AI that keeps working through peak periods, Hay's soft-cap model with deep integrations is a better fit.
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