I really appreciate how Tidio allows us to customize the customer journey with workflows and automation. The AI handles most basic and even some complex queries, which cuts down on unnecessary tickets and filters out a lot of non-serious questions before they reach a human. The ability to set up escalations and handoff rules gives us more control over which issues come to a live agent. The platform's flexibility to integrate with our knowledge base and adjust flows based on agent availability is a big plus. I also like that we can run Tidio in parallel with Freshdesk and plan a gradual migration, with support for training and ticket history import. Review collected by and hosted on G2.com.

The main frustration is with the widget's home screen and the 'chat with us' button, which is a bit ambiguous for users and doesn't allow for a more guided intro or clear separation between AI and live agent options. There are also limitations around delays and message display—long policies get cut off after 15 seconds, which isn't enough time for customers to read them. The inability to create truly custom actions or intros on the initial screen, and the risk of accidental ticket creation when only one person is available, are pain points that need workarounds. Review collected by and hosted on G2.com.