The chatbot that actually does things
Hay.chat processes refunds, updates orders and resets passwords, not just answers questions about them. Configure it like you're training a new hire. With plain language, not flowcharts. And because it's source-available, you can see exactly how it all works.
The support automation trap
Nobody likes talking to a chatbot. There's a reason for that.
You ask for a refund. It sends you an FAQ article. You ask again, more specifically this time. It sends you the same article. Eventually you get "Let me connect you with someone who can help," and you're back in a queue wondering why the chatbot existed at all.
Hi, I ordered a sweater last week and it still hasn't arrived. Order #4829. Can you help?
omg just let me talk to a fu***ng human
Why Hay.chat is different?
Here's what happens when a customer reaches out:
Customer asks a question
Sarah wants to know where her order is. She types into your chat widget. Normal stuff.
Hay.chat checks your systems
Before responding, Hay.chat looks up Sarah's order in Shopify. Checks the shipping status in your fulfillment system. Pulls her customer history from your CRM. This happens in about two seconds.
Hay.chat responds with real information
This is where most chatbots would say "Let me connect you with someone who can help with that." Hay.chat doesn't.
Humans step in when it makes sense
Angry customer? VIP account? Weird edge case that doesn't fit the playbook? Hay.chat hands it off.
Test before anything goes live
You see what it would have said. You correct it when it's wrong. You expand what it handles as trust builds. This isn't a "flip the switch and pray" situation. You stay in control until you're comfortable.
Hay.chat Assistant
Online
Good news! Your order shipped yesterday via FedEx. Estimated delivery date is
Bring your tools
Works with what you already use
Your helpdesk, your CRM, your payment system. Hay.chat plugs into them. You don't replace them.
More integrations shipping soon. Don't see yours? We'll build it.
What Hay.chat can do
Real actions, not canned responses
These aren't templates. Each one connects to your actual systems, pulls live data, and does the thing.
Process Refunds
Customer requests a refund → Hay.chat verifies the order, checks your refund policy, processes it through Stripe or your payment provider, confirms to the customer. They get confirmation in the same conversation. You don't touch it.
Update Orders
Shipping address change, item swap, quantity adjustment. Hay.chat handles it in your e-commerce platform and lets the customer know it's done. No follow-up ticket needed.
Reset Passwords
Customer locked out → Hay.chat triggers the reset, confirms delivery, walks them through next steps if needed. They're back in their account. Done.
Check Order Status
Real tracking info from your fulfillment system. Estimated delivery date. Carrier details. Not "your order is being processed, check back later."
Cancel Subscriptions
Look, sometimes people want to cancel. Hay.chat can handle it cleanly, offer alternatives if you want, and process the cancellation without making the customer feel like they're escaping a timeshare presentation.
Collect Information
Pre-qualify leads, gather details before handoff, update customer records. Hay.chat asks the right questions and puts the answers where they belong in your CRM.
How to get started?
Train AI in plain language, not complex flowcharts
The Hard way
The Hay.chat way
- Identify the inquiry type:
-
For Product questions
Check the product catalog
for specs and recommendations.
-
For Order status, changes or cancellations:
ask for the order number,
Find order by ID
and then
Provide status and tracking, and use the
Shipping Policy
to determine if changes or cancellations are allowed.
-
For Shipping issues:
Check tracking
-
For Product questions
It just takes three steps to go live:
Connect channels
Be in places customers already message you. Keep one unified experience across channels while routing and hand offs stay clean.
Add your knowledge
Upload your docs, policies, and FAQs (or connect your help center) so Hay.chat answers with your source of truth.
Define your playbooks
Describe what "good support" looks like in plain language: when to answer, what to ask, when to escalate, and what to do.
Transparent and trustworthy
The AI customer support tool you can trust
Most AI tools want you to become a flowchart architect. Drag this node here, connect it to that condition, miss an edge case, watch the whole thing break.
Got a playbook for handling refunds? The one you give new hires? Paste it in. Hay.chat understands "if the order is under 30 days old and they haven't used it, process the refund" the same way a person would.
Source-available
The actual product is on GitHub. Not a limited community edition. When software makes decisions in customer conversations, you should be able to see how it works.
Visit our GitHub
No Vendor Lock-in
Works with OpenAI and Anthropic today. More providers coming, including models you run yourself. Switching doesn't mean rebuilding your playbooks.
Hosted in Europe
Your data is stored in the EU. AI replies are generated by OpenAI in the US under EU Standard Contractual Clauses. Need a different region? Talk to us. See every sub-processor
Every decision, logged
Hay.chat records why it responded, what it checked, how confident it was, and what it chose not to say. Full reasoning chain on every conversation.
Stop deflecting. Start resolving.
Your customers get answers. Your team gets time back. See how it works.
Solo
- - 500 resolutions included
- - €0.25 per extra resolution
- - All core features
- - Email support
Starter
- - 2,000 resolutions included
- - €0.20 per extra resolution
- - All core features
- - Priority support
Growth
- - 20,000 resolutions included
- - €0.15 per extra resolution
- - All core features
- - Priority support
Currently in beta. Enjoy full access while we ship fast and grow with your business.
Hay.chat is best for Shopify and WooCommerce stores that want AI to actually track orders and process refunds, following their own policies and processes. Flat monthly plans, no per-seat fees, hosted in the EU.