NewDesk team4 min read
Before you read on
This is not one team with a logo I am allowed to show. It is the same conversation I have had with several, folded into one and with the names taken out. I would rather tell you that than make one up.
"We are paying twice"
That is usually the first thing they say. Tidio's pricing page says it plainly: you pay separately for AI conversations and for human conversations, and every plan has a monthly limit. Grow on either side and you move up a tier. This team had started rationing the AI to stay under the number, which is the exact opposite of what an AI is for.
Here it is one payment for the term and nothing is counted. Unlimited conversations, unlimited agents, unlimited AI answers in beta. Intro is $99 a quarter or $299 a year.
"The bot loses them"
Second thing, every time. A bot that gives up and opens a ticket somewhere else drops the customer at the exact moment they wanted a person. In NewDesk the AI and the team answer in one thread, and whoever joins reads everything that was said.
"Wait, they can call us?"
This is the one nobody expects until they have it. A customer stuck in a form or a settings page starts a voice or video call from the widget, shares their screen, and it is over in a minute. Tidio, like most chat tools, stops at text.
How the switch went
Forward the support address. Paste the website so the AI learns it. Drop the widget tag on the site. Invite the team. Connect WhatsApp, Telegram or SMS if they had them on the other side. This team ran both for a week and then turned Tidio off. The 14-day trial needs no card, so the week cost nothing.
One honest caveat: if you lean on Tidio's marketing flows, look at our broadcasts to live visitors and the outbound email allowance before you move, and make sure they cover you.