Tidio Expands Lyro AI With Proactive Conversations and Smarter eCommerce Features in 2026

Tidio has continued expanding its AI-powered customer service platform in 2026, with several updates focused on making Lyro AI Agent more proactive, useful for eCommerce, and easier for businesses to measure.

Recent releases include proactive AI conversations, smarter product recommendations, product cards inside chats, cart-aware recommendations, and new sales analytics. These changes show Tidio’s broader focus on using AI not only for customer support but also for sales and customer engagement.  

Lyro Can Now Start Conversations

One of Tidio’s notable 2026 updates is Proactive Lyro.

Previously, Lyro primarily responded when customers started conversations. With the new Proactive Roles feature, businesses can configure Lyro to automatically start a conversation based on selected triggers.  

Businesses can decide:

• When Lyro should start a conversation

• What message it should send

• How the conversation should be handled

• Which proactive role should be used

This can help businesses engage website visitors before they leave or before they manually request assistance.

Smarter Product Recommendations

Tidio also improved Lyro’s capabilities as an eCommerce shopping assistant.

The April 2026 update introduced more accurate product recommendations and allowed Lyro to ask follow-up questions to better understand what shoppers are looking for.  

For example, instead of immediately recommending a product, Lyro can ask about a customer’s requirements and then suggest a more suitable option.

Product Cards Inside Conversations

Recommended products can now appear as visual product cards directly inside the chat experience.

This gives shoppers more information without requiring them to leave the conversation.

For Shopify stores, customers can also add recommended products directly to their cart from the chat, including selected sizes where applicable.  

This creates a more direct path from:

Customer question → Product recommendation → Add to cart

Cart-Aware Recommendations

Lyro’s eCommerce capabilities also became more context-aware.

For Shopify stores, Lyro can use information about what a customer already has in their cart when making recommendations.

This allows the AI to suggest products that complement existing purchases rather than simply recommending unrelated products.  

Better Out-of-Stock Awareness

Another improvement is product availability awareness.

For Shopify stores, Lyro can detect when products are out of stock and avoid recommending unavailable products.  

This is important because recommending unavailable products can create unnecessary frustration and additional support requests.

New Lyro Sales Analytics

In July 2026, Tidio introduced Shopify Lyro Products Analytics, allowing businesses to see the sales value associated with Lyro’s product answers and recommendations.  

Businesses can view information such as:

• AI-assisted orders

• Product recommendation value

• Cart value

• Average order value

• Top recommended products

• Conversion funnel information

The analytics are available through the Analytics → Sales → Lyro section of the Tidio panel.  

Why These Updates Matter

These updates show that Tidio is positioning Lyro as more than a traditional customer-support chatbot.

The platform is increasingly connecting:

AI Support + Customer Engagement + Product Discovery + Sales Analytics

For eCommerce businesses, this means the AI agent can potentially help customers throughout more of the buying journey.

Instead of simply answering:

“Where is my order?”

Lyro can also help with questions such as:

• “Which product is right for me?”

• “Do you have this in my size?”

• “What goes well with this product?”

• “Can I add this to my cart?”

Benefits for eCommerce Businesses

The latest features can help online stores:

Improve Product Discovery

AI can help customers find suitable products faster.

Increase Customer Engagement

Proactive conversations can engage visitors before they ask for help.

Reduce Support Work

AI can handle repetitive product and customer questions.

Create Better Shopping Experiences

Product cards and cart-aware recommendations make conversations more useful.

Measure AI-Driven Sales

New analytics help businesses understand whether AI interactions are contributing to revenue.

Tidio’s Broader AI Direction

Tidio’s official product updates show that the company is continuing to develop Lyro around AI-powered customer service and automation. Its 2026 updates include both support-focused and commerce-focused improvements.  

This direction is also reflected in Tidio’s broader newsroom, which highlights AI customer service, eCommerce research, and Lyro-related developments.  

Frequently Asked Questions

What is new in Tidio in 2026?

Recent updates include proactive Lyro conversations, improved product recommendations, visual product cards, cart-aware recommendations, out-of-stock awareness, and Lyro sales analytics.  

Can Lyro start conversations automatically?

Yes. Tidio’s Proactive Roles allow Lyro to start conversations based on configured triggers.  

Can Lyro recommend products?

Yes. Lyro can provide product recommendations and, for supported eCommerce setups, display product cards and use product catalog information.  

Can Lyro see products in a Shopify cart?

Yes. Tidio’s Shopify functionality allows Lyro to use cart information when making product recommendations.  

Can businesses measure sales generated by Lyro?

Yes. Tidio introduced Shopify Lyro Products Analytics to help businesses track AI-assisted sales and recommendation performance.  

Conclusion

Tidio’s 2026 updates show a clear expansion of Lyro AI from traditional customer support toward proactive engagement and eCommerce sales assistance.

The ability to start conversations, ask follow-up questions, recommend products, display product cards, understand shopping carts, and measure AI-assisted sales gives businesses more ways to use AI throughout the customer journey.  

For eCommerce businesses in particular, these updates make Tidio more than a live chat tool. It is increasingly becoming a platform where AI support and AI-assisted shopping work together.