Can Hay.chat track a Shopify order for a shopper?
Hay.chat looks up a Shopify order in your store, reads its tracking and tells the shopper where it is, using real order data instead of a canned reply.
What Hay.chat does with the order#
When a shopper asks where their order is, Hay.chat looks the order up in your connected Shopify store and reads its tracking. The answer comes from the order itself, so the shopper hears what Shopify actually shows for it. These are the questions support teams call WISMO, short for "where is my order?".
How a shopper asks#
Shoppers ask in their own words. A typical exchange looks like this:
Shopper: Hi, where's my order? It should have arrived by now.
The AI: looks up the order, reads its tracking and tells the shopper where the parcel is.
Does this need approval?#
No. Looking up an order and reading its tracking doesn't move money, so nothing waits for your team. The actions that wait for a person by default are refunds, cancellations and discounts. See Action approvals for the full picture.
When the chat goes to your team#
Hay.chat hands the chat to a person when the shopper asks for one, a tool fails and needs manual work, the AI's confidence is low, an answer fails its action-claim check, a playbook reaches a Handoff to human step, or an approval expires. After the hand-off the shopper doesn't see a queue position. For alerts and opening hours, see Team alerts and business hours.
Limits#
Hay.chat connects one Shopify store per workspace.