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Hay.chat vs Tidio Lyro:
Conversation Packs vs Included Resolutions
Published · Updated
The main difference between Hay.chat and Tidio Lyro is that Lyro is sold in conversation packs, while Hay.chat includes resolutions in a flat monthly plan.
Tidio sells Lyro in conversation packs, from 50 for $39 a month up to 1,000 for $700, and monthly plans move up a pack automatically when you run low. Hay.chat includes resolutions in a flat monthly plan, with store actions built in. The right model depends on your volume and how much you want the AI to do.
Tidio Lyro vs Hay.chat: Feature Comparison
| Feature | Tidio Lyro | Hay.chat |
|---|---|---|
| AI Volume Pricing | Packs: 50 for $39 up to 1,000 for $700 | Resolutions included in a flat plan |
| What Happens at Limit | Monthly plans move up a pack; free and annual plans stop | Overage charges apply, AI keeps working |
| Above 1,000 AI Conversations | Quoted Plus plan (from $300/mo + usage) | Starter: 2,000 included |
| Shopify Integration | Lyro: read-only (human agents can edit) | Deep (read + write) |
| WooCommerce Integration | Product sync, no order actions | Full integration |
| AI Refunds and Order Changes | Custom API actions only | Built in |
| Works With Existing Helpdesk | Zendesk, Intercom, Salesforce (Lyro Connect) | Zendesk, Chatwoot |
| Minimum Price (with AI) | $39/mo (50 conversations) | €50/mo (500 resolutions) |
| Channels | Chat, email, Messenger, Instagram, WhatsApp | Web chat, email, WhatsApp |
| Plain-Language Instructions | Yes (Procedures) | Yes (playbooks) |
| Human approval of AI replies | No | Yes |
| Knowledge Base Import | URL, Q&A, CSV, PDF, Zendesk | URL, PDF, CSV, direct upload |
| Confidence Scoring | Not documented | Configurable thresholds |
| Best For | Small stores wanting live chat and AI in one | Shopify and WooCommerce stores that want AI to take actions |
Tidio Lyro pricing as of October 2026, from its public pricing page. Hay.chat prices are from our pricing page and change only with notice.
Pricing: The Real Cost Breakdown
Understanding how conversation packs compare with included resolutions
Tidio Lyro
Lyro is sold in packs rather than per conversation. On monthly plans Tidio moves you up to the next pack when you reach 95% of your quota; on free and annual plans, or with auto-upgrade off, Lyro stops answering until the next cycle. Prices are monthly billing; annual billing gives two months free.
Hay.chat
2,000 resolutions included for €135, against 1,000 conversations for $700 at Tidio. Even Hay.chat's overage rate is about 70% lower than Lyro's effective per-conversation price.
Real-World Scenario: 500 AI Conversations/Month (Small Store)
Tidio Lyro Cost
$350/month
Lyro 500-conversation pack, monthly billing
Hay.chat Cost
€50/month
Solo plan with 500 included resolutions
About 84% less with Hay.chat
Key Differences That Matter
AI Volume and Limits
Tidio Lyro
Lyro is sold in packs from 50 to 1,000 conversations a month. On monthly plans, Tidio alerts you at 80% of your quota and moves you to the next pack at 95%. Free and annual plans stop at the limit. Above 1,000 conversations you need a quoted Plus plan.
Hay.chat
Hay.chat includes resolutions in a flat monthly plan: 500 on Solo, 2,000 on Starter. Go over and you pay €0.20 per extra resolution on Starter, and the AI keeps working.
Small stores with steady volume can manage well with a Lyro pack. Stores past a few hundred conversations a month get far more for the money on Hay.chat.
E-commerce Platform Support
Tidio Lyro
Tidio's Shopify integration lets human agents cancel, refund and edit orders, while Lyro itself mostly reads order data. WooCommerce support covers product sync and recommendations, with no order actions. BigCommerce and Magento integrations are more limited.
Hay.chat
Full read/write integrations on Shopify and WooCommerce. The AI itself processes refunds and changes orders, following the rules you set, on both platforms.
Shopify stores that only need answers may find Lyro sufficient. Stores that want the AI to settle tickets, especially on WooCommerce, get more from Hay.chat.
Action Execution Capability
Tidio Lyro
Lyro can call external systems through custom API Actions, which a developer has to build. The only Shopify template is order status lookup, and templates are limited to higher plans. There's no built-in Lyro refund or cancel action.
Hay.chat
Hay.chat'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.chat closes the loop without custom development.
Helpdesk Integration
Tidio Lyro
Tidio is a full helpdesk, and Lyro Connect also adds Lyro to Zendesk, Intercom and Salesforce.
Hay.chat
Hay.chat works on top of Zendesk, inside Chatwoot, or on its own web chat, WhatsApp and email channels.
Both can sit on top of Zendesk. Lyro Connect covers more helpdesks today; Hay.chat goes further on store actions.
Target Market
Tidio Lyro
Small and mid-sized online stores, especially Shopify stores doing under 1,000 AI conversations a month, that want live chat and AI in one tool.
Hay.chat
Shopify and WooCommerce stores, from founder-run shops to support teams handling a few thousand tickets a month, who want AI that takes actions on a flat monthly price.
When to Choose Each Platform
Choose Tidio Lyro if:
- You're a small Shopify store under a few hundred AI conversations a month
- You want live chat, a helpdesk and AI in one tool
- You mostly need answers, not order changes
- You want AI on Instagram and Messenger as well as chat
- You use Intercom or Salesforce and want AI on top
Choose Hay.chat if:
- You need AI that settles refunds and order changes itself
- You're on WooCommerce, or on Shopify and WooCommerce together
- You handle more than a few hundred conversations a month
- You use Zendesk and want AI on top
- You're growing and can't predict conversation volume
- You want predictable pricing without pack upgrades
Switching from Tidio Lyro to Hay.chat
Moving from Tidio Lyro to Hay.chat is straightforward, especially if you're outgrowing conversation packs or want the AI to take actions.
Connect Your E-commerce Platform
Link Shopify, WooCommerce, or both, with full read/write access for action execution.
Import Knowledge Sources
Transfer your FAQ content. If Lyro learned from your help center, Hay.chat can too - plus PDFs and CSVs.
Configure Action Playbooks
Write playbooks that go beyond Q&A: '@Shopify Process Refund' instead of just answering 'how do I get a refund?'
Deploy Chat Widget or Integrate Helpdesk
Use Hay.chat's chat widget as a Tidio replacement, or connect to your Zendesk.
Scale Without Hard Limits
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.chat within a week, including playbook configuration and testing.
Tidio Lyro AI resolution rate in 2026
Tidio says its customers average a 75% resolution rate with Lyro, on its Lyro page and pricing page (as of October 2026). Neither page says how a resolution is measured. The Premium plan, from 3,000 Lyro conversations, lists a 'Guaranteed 50% Lyro AI resolution rate' next to pay-per-resolution billing, with no terms given for the guarantee.
What Tidio does define is the unit you pay for. A Lyro conversation is any customer interaction, on a channel connected to Tidio, with at least one reply from Lyro, so it counts whether Lyro resolves it or not. Lyro's packs work out at about $0.70 a conversation (see the pricing above), which at a 75% rate puts each resolved conversation nearer $0.93.
Hay.chat counts the other way round. Only conversations Hay.chat resolves itself count toward your plan, and anything it hands to your team doesn't. Starter includes 2,000 resolutions for €135 a month. We don't publish an average resolution rate, because yours depends on your playbooks and your ticket mix.
Frequently asked questions
The Bottom Line
Tidio Lyro is a strong choice for small Shopify stores with low, steady volume that want live chat and AI in one tool, or that need AI across Instagram and Messenger.
Hay.chat is better suited to Shopify and WooCommerce stores that want the AI to settle tickets, not just answer them. Past a few hundred conversations a month, it costs a fraction of Lyro's packs, with refunds and order changes built in.