Hay 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 open source, you can see exactly how it all works.
The support automation trap
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 is different?
Sarah wants to know where her order is. She types into your chat widget. Normal stuff.
Before responding, Hay 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.
This is where most chatbots would say "Let me connect you with someone who can help with that." Hay doesn't.
Angry customer? VIP account? Weird edge case that doesn't fit the playbook? Hay hands it off.
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 Assistant
Online
Good news! Your order shipped yesterday via FedEx. Estimated delivery date is Feb 5, 2026
Bring your tools
Your helpdesk, your CRM, your payment system. Hay plugs into them. You don't replace them.
More integrations shipping soon. Don't see yours? We'll build it.
What Hay can do
These aren't templates. Each one connects to your actual systems, pulls live data, and does the thing.
Customer requests a refund → Hay 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.
Shipping address change, item swap, quantity adjustment. Hay handles it in your e-commerce platform and lets the customer know it's done. No follow-up ticket needed.
Customer locked out → Hay triggers the reset, confirms delivery, walks them through next steps if needed. They're back in their account. Done.
Real tracking info from your fulfillment system. Estimated delivery date. Carrier details. Not "your order is being processed, check back later."
Look, sometimes people want to cancel. Hay 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.
Pre-qualify leads, gather details before handoff, update customer records. Hay asks the right questions and puts the answers where they belong in your CRM.
How to get started?
Be in places customers already message you. Keep one unified experience across channels while routing and hand offs stay clean.
Upload your docs, policies, and FAQs (or connect your help center) so Hay answers with your source of truth.
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
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 understands "if the order is under 30 days old and they haven't used it, process the refund" the same way a person would.
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.
Works with OpenAI and Anthropic today. More providers coming, including models you run yourself. Switching doesn't mean rebuilding your playbooks.
No surprise transatlantic transfers, no data residency buried in enterprise-tier fine print. Need a different region? Talk to us.
Hay records why it responded, what it checked, how confident it was, and what it chose not to say. Full reasoning chain on every conversation.
Your customers get answers. Your team gets time back. See how it works.
Currently in beta. Enjoy full access while we ship fast and grow with your business.
Visit our GitHub
