How to govern Tidio
Chatbots handling customer conversations on your site, and where a person needs to step in.
Tidio · Reviewed when the vendor ships a capability change or a customer declares the tool
How Tidio is used
We see one common way businesses use Tidio, and we govern it on its own terms. If your team uses it differently, that is fine: you describe the use in your own words and Certrak works out the governance from what it actually does.
Customer-facing chatbot or automated support
Consequence to people: HighInteracting with customers directly, without a person reviewing each response
Personal informationNo human reviewCustomers, no decisions about themSends messages outside the businessActs on its own
Governing Tidio in practice
- Name one person who owns Tidio in your business. Governance starts with a name.
- Write down what Tidio is used for. Certrak recognises one common use: Customer-facing chatbot or automated support. Yours may differ; write down yours.
- Decide what Tidio may and may not be given. Personal information is in scope for some uses; write the boundary down before it is needed.
- There is no human review of outputs. Decide whether that is acceptable for each use, and what would make you change it.
- Tidio can send messages outside the business without a person approving. Record which of these you allow, and who can change that.
- Look at this again every month, and sooner on any of these: industry incidents, vendor model updates, autonomy level changes and data classification changes.