How to govern Tidio
Chatbots handling customer conversations on your site, and where a person needs to step in.
Tidio · Certrak checks Tidio every quarter, and sooner when Tidio ships a capability change or a customer declares a new use of it · Last checked 23 Oct 2026 · Next check by 23 Jan 2027
No change Reviewed the updates page through 21 October. Lyro for Emails now handles a whole email conversation rather than only the first message (8 October), Lyro's knowledge can be edited by asking an agent in plain language (21 October), up to ten PDFs can be added as knowledge at once (14 October), and Copilot's suggested replies follow the same guidance as Lyro (20 October). Certrak already governs Tidio as a customer-facing agent that replies without a person reviewing each message, so the governance stack is unchanged. Full changelog ↓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
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 again at each use on the rhythm shown against it, and sooner on any of these: industry incidents, vendor model updates, autonomy level changes and data classification changes.
What changed, and how Certrak responded
We record every check here, including the ones that changed nothing. A check that found no governance change proves we looked.
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No change Scheduled review
Manage Lyro's knowledge just by asking
Tidio shipped it 21 Oct 2026.
Reviewed the updates page through 21 October. Lyro for Emails now handles a whole email conversation rather than only the first message (8 October), Lyro's knowledge can be edited by asking an agent in plain language (21 October), up to ten PDFs can be added as knowledge at once (14 October), and Copilot's suggested replies follow the same guidance as Lyro (20 October). Certrak already governs Tidio as a customer-facing agent that replies without a person reviewing each message, so the governance stack is unchanged.