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Developers/Tutorials/Migrate from Tidio

Migrate from Tidio to message.com

Tidio is a Shopify-popular chat widget with chatbots and per-operator pricing. message.com swaps in a unified inbox at a different cost shape: no per-operator tax, AI included, phones and email tickets in the same queue.

What stays the same

  • Snippet install. One async script tag.
  • Chatbot patterns. Tidio Lyro flows map to message.com AI agent with custom tools. See Build an AI agent with tools.
  • Shopify integration. Both connect to Shopify for order data. message.com pattern uses webhooks today and a Built-for-Shopify app on the roadmap. See Sync Shopify orders.

What is different

  • No per-operator cap. Tidio limits operators by plan; message.com does not.
  • Phones included. message.com phones live in the same inbox as chat.
  • AI is base, not add-on. Tidio Lyro is metered separately; message.com AI is included on the base plan.
  • Unified inbox. Chat + email + phone share one queue and one conversation type.

1. Export Tidio data

  1. In Tidio, go to Settings → Data export.
  2. Request Visitors and Conversations exports.
  3. Receive CSVs via email within 24 hours.

2. Set up message.com

  1. Sign up at app.message.com/register.
  2. Run onboarding. Pick chat first; add tickets and phone if you use them.
  3. Copy the install snippet.

3. Import contacts

Upload the visitors CSV under Settings → Visitors → Import. Column mapping:

  • email → email.
  • name → name.
  • Tidio id → externalId with tidio: prefix.
  • Custom properties → attributes.

4. Swap the snippet

Remove the code.tidio.co snippet from theme.liquid (or wherever it lives). Paste:

HTML
<script>
  (function(d,s,o){
    var j=d.createElement(s);j.async=1;j.src='https://app.message.com/widget.js';
    j.dataset.workspace=o;
    d.head.appendChild(j);
  })(document,'script','YOUR_WORKSPACE_ID');
</script>

5. Re-implement chatbots

Tidio Lyro flows can be split into two patterns in message.com:

Cutover checklist

  • Snippet live on a staging URL. Launcher renders, identify fires.
  • Test chat round trip from staging.
  • Mobile tested (Tidio users are heavy on mobile traffic).
  • Shopify order sync wired (if applicable).
  • Chatbot flows recreated as proactive messages or AI tools.
  • Dual-load for a week; watch chat volume on both sides.
  • Remove Tidio from production theme.
  • Cancel Tidio subscription.

Common pitfalls

  • Shopify theme caching. Shopify caches theme.liquid at the edge. After swapping the snippet, clear cache or use a duplicated theme and publish.
  • Tidio mobile app stops. Agents using the Tidio mobile app should switch to the message.com mobile app (PWA today; native iOS/Android on the roadmap).
  • Lyro answers vanishing. If you depend on Tidio Lyro for after-hours answers, set up AI agent + KB in message.com before cutover.
  • Visitor history split. Old conversations stay in Tidio (read-only). New ones land in message.com. Communicate the boundary internally.