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Hay.chat vs Crisp:
All-in-One Messaging vs AI That Takes Actions
Published · Updated
The main difference between Hay.chat and Crisp is that Hay.chat's AI processes refunds and changes orders on Shopify and WooCommerce out of the box, while Crisp's Hugo AI needs a custom MCP server you build before it can change anything.
Crisp is an all-in-one messaging platform, with its Hugo AI agent available from the $45 Mini plan and knowledge-trained AI from Essentials at $95. Hay.chat focuses on AI support automation that takes actions in your store. The right choice depends on whether you want breadth of features or AI that settles tickets.
Crisp vs Hay.chat: Feature Comparison
| Feature | Crisp | Hay.chat |
|---|---|---|
| Entry Price for AI | $45/month (Mini); knowledge training from $95 (Essentials) | €50/month (Solo) |
| How AI Is Billed | Plan + AI credits (~$0.05-0.10 per conversation) | Flat monthly, resolutions included |
| AI Order Lookup | Yes (Shopify, WooCommerce, Stripe) | Yes |
| AI Refunds and Order Changes | Custom MCP server you build | Built in |
| Co-browsing (MagicBrowse) | Yes (Essentials and up) | No |
| Multi-Channel Support | Yes | Yes |
| CRM Built-in | Yes | No |
| Plain-Language Instructions | Partial (Hugo instructions) | Yes (playbooks) |
| Human approval of AI replies | No | Yes |
| Shopify Integration | Order lookup; operator refunds from the inbox (Hugo stays read-only) | Full read/write |
| Works on Top of Zendesk | No | Yes |
| Knowledge Base RAG | Yes | Yes |
| Automated Quality Assurance | No | Yes |
Crisp pricing as of October 2026, from its public pricing page. Hay.chat prices are from our pricing page and change only with notice.
Pricing: The Real Cost Breakdown
Understanding how Crisp's plans and AI credits compare to Hay.chat's flat plans
Crisp
Each plan includes some AI credits (about 90 conversations on Mini, 450 on Essentials, 1,350 on Plus), then usage is billed as you go. Plans are per workspace, so multiple sites mean multiple fees.
Hay.chat
AI is core to Hay.chat, not a premium upsell. Every plan includes the same AI engine and actions, with resolutions included.
Real-World Scenario: 500 AI Conversations a Month, Knowledge-Trained AI
Crisp Cost
~$98-120/month
Essentials $95 + AI credits beyond the included allowance
Hay.chat Cost
€50/month
Solo plan with 500 AI resolutions included
About half the price with Hay.chat, with store actions included
Key Differences That Matter
AI Access Philosophy
Crisp
Crisp's Hugo AI agent starts on the $45 Mini plan, and knowledge training, the AI chatbot builder and the knowledge base start on Essentials at $95. AI usage is billed in credits on top. You get AI alongside a full messaging platform.
Hay.chat
AI is Hay.chat's core offering, included in every plan. We built Hay.chat specifically for AI support automation. This focused approach means every plan includes the same AI engine - you're not paying for features you don't need.
Teams wanting an all-in-one platform may prefer Crisp's bundling. Teams focused specifically on AI automation may prefer Hay.chat's direct approach.
Co-browsing Capability
Crisp
Crisp's MagicBrowse feature, on Essentials and up, allows agents to view and assist with customer browsers in real-time. This is genuinely useful for complex troubleshooting, onboarding, and technical support scenarios where visual assistance speeds resolution.
Hay.chat
Hay.chat doesn't include co-browsing capabilities. Our AI works with conversation data and connected systems. For teams in privacy-sensitive industries or where co-browsing isn't needed, this keeps the product focused.
Teams needing visual assistance should consider Crisp. Teams focused purely on automated ticket resolution may not need this capability.
E-commerce Integration Depth
Crisp
Crisp's one-click Shopify, WooCommerce and Stripe integrations let Hugo look up customers, orders and invoices. They're read-only: to refund or change an order, you build and host a custom MCP server for Hugo to call.
Hay.chat
Full read/write integrations with Shopify, WooCommerce, Stripe. AI can view order status AND process refunds AND cancel orders AND check inventory. Action execution, not just data display.
Crisp's AI can tell a customer where their order is. Hay.chat's AI can also fix it, with nothing to build.
Platform Position
Crisp
Crisp positions as an all-in-one business messaging platform: chat, email, CRM, knowledge base, marketing. This breadth is valuable for teams wanting consolidated tooling and a single vendor relationship.
Hay.chat
Hay.chat focuses specifically on AI support automation. We don't do CRM, don't do email marketing, don't do general messaging. Our entire product roadmap is about AI ticket resolution. This focus allows deeper specialization.
Teams wanting consolidated tooling benefit from Crisp's breadth. Teams wanting specialized AI automation benefit from Hay.chat's focus.
Action Capability
Crisp
Hugo is an autonomous agent with instructions, routing and escalation. It can read order data natively; write actions run through custom MCP servers that your team builds, with identity verification.
Hay.chat
Native action execution via @-mentions in playbooks. No custom servers or Zapier required for core e-commerce and helpdesk actions. AI completes tasks directly, reducing hand-offs and resolution time.
When to Choose Each Platform
Choose Crisp if:
- You want an all-in-one platform (chat, CRM, email, knowledge base)
- Co-browsing/MagicBrowse is valuable for your support use case
- Your AI mostly needs to answer questions and look up orders
- You have developers to build custom MCP actions if needed
- You want a free plan for basic live chat
Choose Hay.chat if:
- AI support automation is your primary goal
- You want AI capabilities in every plan tier
- You need AI that executes actions, not just answers
- You don't have developers to build custom integrations
- You use Zendesk as your helpdesk
- You need deep e-commerce integrations (Shopify, WooCommerce)
Switching from Crisp to Hay.chat
Moving from Crisp to Hay.chat makes sense if you want the AI to settle tickets in your store, not just answer them.
Export Knowledge Base Content
Export your Crisp help articles and FAQ content. Upload to Hay.chat for RAG training.
Connect E-commerce Platforms
Link Shopify, WooCommerce with full read/write access, so the AI can refund and change orders, not just look them up.
Configure Action Playbooks
Translate your Hugo instructions and chatbot flows into Hay.chat's plain-language playbooks with @-mention actions.
Deploy Chat Widget
Replace Crisp's chat widget with Hay.chat's. Same visitor experience, better AI backend.
Optional: Keep Crisp for CRM
If you use Crisp's CRM features, you can keep it for that while using Hay.chat for AI support automation.
Timeframe: Most teams migrate from Crisp to Hay.chat within a week, including playbook configuration and testing.
Crisp AI and automation features
Crisp's AI and automation features start on the $45 Mini plan, which includes the Hugo AI agent, chat triggers and $5 of AI credits (around 90 automated conversations). Essentials at $95 adds the knowledge base, an omnichannel AI chatbot, a no-code workflow automation builder and $25 of credits (Crisp pricing, as of October 2026).
The Plus plan, at $295, adds $75 of credits, unlimited task automations and a way to connect the AI agent to third-party tools. Hugo can look up Shopify, WooCommerce and Stripe orders, but to refund or change one you build and host a custom MCP server for it to call.
Hay.chat puts the store actions in the product instead. Refunds, order lookups and order changes on Shopify and WooCommerce are ready to @-mention in a playbook on every plan, from €50 a month, and resolutions are included in the flat plan rather than drawn from credits.
Frequently asked questions
The Bottom Line
Crisp is a comprehensive all-in-one messaging platform, with AI from the $45 Mini plan and knowledge-trained AI from Essentials. The bundled approach (AI plus CRM, co-browsing, and a knowledge base) is good value for teams wanting a consolidated solution.
Hay.chat is purpose-built specifically for AI support automation - AI in every plan, action execution as a core capability. For Shopify and WooCommerce stores that want the AI to process refunds and change orders without building custom integrations, Hay.chat is the more direct choice.