spec: FinOps Framework 1.0
provider: Tidio
providerId: tidio
created: 2026-06-12
modified: 2026-06-12

billingModel: hybrid
billingModelDescription: >
  Tidio uses a hybrid billing model. Core plans are subscription-based (flat monthly/annual
  fee) gating a capped number of billable conversations. AI (Lyro) and automation (Flows)
  add-ons are metered and sold in conversation or visitor-reached quota buckets. The Premium
  tier also offers pay-per-resolution billing for the Lyro AI managed service.

focusColumns:
  - column: BillingAccountId
    description: Tidio project ID associated with the subscription
  - column: ServiceName
    value: Tidio
  - column: ServiceCategory
    value: Customer Service / CX Platform
  - column: ChargeType
    values:
      - Usage
      - Tax
      - Adjustment
  - column: BillingPeriodStartDate
    description: First day of the monthly or annual billing period
  - column: BillingPeriodEndDate
    description: Last day of the billing period
  - column: UsageQuantity
    description: Number of billable conversations, Lyro AI conversations, or Flows visitors reached consumed in the period
  - column: UsageUnit
    values:
      - conversation
      - lyro_conversation
      - flows_visitor
  - column: BilledCost
    description: Total charge for the period including plan fees and add-on overages
  - column: ListUnitPrice
    description: Per-unit cost for metered add-on quota buckets

meters:
  - name: Billable Conversations
    unit: conversation
    description: >
      A conversation is counted as billable when a real visitor or customer sends a
      message to the widget or email inbox. Internal test conversations and spam are
      excluded. Unused quota does not roll over between billing periods.
    plans:
      - Free: 50/month included
      - Starter: 100/month included
      - Growth: scales 250–2,000/month
      - Plus: custom limit
      - Premium: custom limit

  - name: Lyro AI Conversations
    unit: lyro_conversation
    description: >
      A Lyro AI conversation is counted each time the AI agent handles an end-user
      session. Metered per quota bucket purchased as an add-on or included in
      Premium. Pay-per-resolution variant available on Premium.
    addonStartingPrice:
      amount: 39
      currency: USD
      period: month
      quota: 50

  - name: Flows Visitors Reached
    unit: flows_visitor
    description: >
      A Flows visitor is counted each time a proactive automation (Flow) is triggered
      for a unique visitor session. Sold in quota buckets as an add-on or bundled
      in entry plans.
    addonStartingPrice:
      amount: 29
      currency: USD
      period: month
      quota: 2000

principles:
  - name: Visibility
    description: >
      Monitor conversation, Lyro AI, and Flows usage from the Tidio Analytics
      dashboard to track consumption against plan quotas and anticipate add-on costs.
  - name: Allocation
    description: >
      Use Tidio's project/multiproject feature (Plus and above) to allocate costs
      across business units or brands by separating workspaces.
  - name: Optimization
    description: >
      Evaluate Lyro AI resolution rate; the Premium pay-per-resolution model can be
      more cost-effective than per-conversation billing at high volumes with strong
      AI resolution performance.
  - name: Forecasting
    description: >
      Conversation volume is the primary cost driver. Historical conversation trends
      from Analytics should inform plan tier selection and add-on quota purchases
      to avoid overage surprises.