Introduction
Welcome to Hay - your AI-powered customer support assistant that works 24/7 to help customers while your team focuses on what matters most.
What is Hay? #
Hay is a smart customer support platform that uses AI to handle repetitive support conversations automatically. Think of it as adding a tireless team member who:
- Never sleeps - Provides instant responses to customers at any time of day
- Never forgets - Remembers every piece of documentation and training you provide
- Learns quickly - Gets smarter as you add more information and feedback
- Works everywhere - Connects to your existing tools like Shopify, WhatsApp, and Zendesk
How Does Hay Work? #
Hay works in four simple steps:
1. Connect Your Channels #
Link the platforms where your customers reach out to you - whether that's your website, WhatsApp, or your help desk software.
2. Train Your Agent #
Upload your existing support documentation, FAQs, and process guides. Hay reads and learns from these instantly.
3. Set Up Playbooks #
Create simple workflows that tell Hay how to handle specific situations - like processing refunds, checking order status, or escalating to a human.
4. Watch It Work #
Hay starts handling conversations automatically, learning and improving with every interaction.
Who Is Hay For? #
Hay is perfect for:
- E-commerce businesses handling high volumes of order questions
- SaaS companies providing product support
- Service businesses managing appointment requests
- Any team drowning in repetitive support questions
What Makes Hay Different? #
Smart, Not Scripted #
Unlike chatbots that follow rigid scripts, Hay understands context and responds naturally to customer questions.
Human Handoff #
Hay knows when it needs help. It automatically escalates complex issues to your human team with full context.
Multi-Channel #
One AI assistant that works across all your support channels - no need to set up separate bots for each platform.
Privacy First #
Your customer data stays secure and private. Hay is built with GDPR compliance and data protection in mind.
Getting Help #
If you need assistance while using Hay:
- Check the relevant section in this guide
- Contact your account manager
- Visit our support portal
Let's get started! Head to the Quick Start guide to set up your first agent.