AI support agents for Shopify and WooCommerce stores
Automation that protects customer experience.
Hay.chat answers the questions your team gets every day and sorts out the order in Shopify or WooCommerce, right in the chat. It follows the rules you write in plain language, and hands over to a person when your customer asks or the answer isn't clear.
No card needed for the free trial.
The support automation trap
Nobody likes talking to a chatbot. There's a reason for that.
So the bot guesses a delivery date or sends the same help article again. Ask it for a person and it loops. You pick it up later, with a customer who's now annoyed and a refund to sort. Hay.chat looks up the order and its tracking in Shopify, WooCommerce or Magento before it answers.
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
A shopper wants to know where their order is. They type into your chat widget. Normal stuff.
Hay.chat checks your systems
Before it replies, Hay.chat looks up the order in Shopify and pulls the tracking. If the question touches your shipping policy, it reads that too.
Hay.chat responds with real information
The shopper gets the carrier and tracking details in the chat. If they want it sent somewhere else and nothing has shipped, Hay.chat changes the address too.
Humans step in when it makes sense
If someone asks for a person, Hay.chat isn't sure of its answer, or your playbook says to hand over, the chat goes to your team. Out of hours, the shopper is told when you're back. Replies carry an AI label by default, and Hay.chat is told never to pass as a person.
Test before anything goes live
Ask it the questions your customers send, in the Playground. Fix the playbook when it's wrong, and roll back a change if you need to. If you'd rather read replies before they go out, switch on reply approval.
Hay.chat Assistant
Online
Good news! Your order shipped yesterday via FedEx. Estimated delivery date is
Bring your tools
Shopify or WooCommerce? It plugs right in.
Hay.chat connects to Shopify, WooCommerce, Magento, Wix, Nuvemshop and Stripe, works inside Chatwoot inboxes, and answers on web chat, email and Instagram DMs. You keep the tools you have.
Don't see yours? Tell us which one you need.
What Hay.chat can do
Real actions, not canned responses
Each action runs on the live order in your own store, inside the rules your playbook sets. Refunds, cancellations and discounts wait for your approval by default.
Refunds
A customer asks for a refund. Hay.chat finds the order and checks it against your refund policy. If it fits, the refund goes to your team to approve by default. Works on Shopify, WooCommerce, Magento and Stripe.
Cancel and change orders
Hay.chat cancels orders before they ship on Shopify, WooCommerce and Magento. On Shopify it also swaps items, sets up exchanges and changes the delivery address while nothing has shipped. On WooCommerce it can update the address too.
Returns
On Shopify, Hay.chat handles returns and exchanges in the chat, inside the rules your playbook sets.
Order status and tracking
Live order status and tracking from Shopify, WooCommerce and Magento. On WooCommerce, Hay.chat reads tracking numbers from the common tracking plugins and from order notes.
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
Connect Shopify, WooCommerce or another store plugin, then add web chat, email or Instagram DMs.
Add your knowledge
Upload your policies and FAQs, or point Hay.chat at your help centre.
Define your playbooks
Paste in the rules you'd give a new hire for refunds, cancellations and hand-offs.
With your integrations connected, your documents synced and your playbooks ready, you can be live in a day.
Transparent and trustworthy
You can check
what it did
and why it did it
Hay.chat talks to your customers and changes real orders. You shouldn't have to take its word for how it does that.
You can read the code, see which document each answer came from, roll back a playbook change and export any conversation.
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
Answers with a paper trail
In the dashboard, each answer shows the document it came from and a confidence score. Every playbook keeps its version history, so you can roll back a change.
Data stored in the EU
Your customer data is stored in the EU. Questions about where AI processing runs? Talk to us. See every sub-processor
Every decision, logged
Export any conversation as a PDF, a CSV or an evidence pack, with every message timestamped and its channel shown. Useful when a customer disputes a charge.
Automate the queue.
Keep the customer experience.
See it in a demo, or start a 30-day free trial. You can be live in a day once your integrations, documents and playbooks are ready.
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
Prices shown are monthly. Save 10% with annual billing.
Want hands-on help? Ten stores get weekly sessions with the founders for 90 days, at 50% off.
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, customer data stored in the EU.