What can't Hay.chat do in Shopify?
Hay.chat connects one Shopify store per workspace and has no multi-store support. Refunds and cancellations wait for a person to approve them by default.
One store per workspace#
Hay.chat connects one Shopify store per workspace. There is no multi-store support, so a single workspace can't answer for several Shopify stores at once.
What waits for you#
Refunds and cancellations don't go through on the AI's say-so. By default each one waits for a person on your team to approve it. That default covers existing workspaces too, unless a workspace saved its own approval settings. If nobody decides within 48 hours, the request expires and the chat goes to your team. Action approvals covers where requests appear and how to approve or decline them.
When a chat goes to a person#
Hay.chat hands a chat to your team in six cases:
- The shopper asks for a person
- A tool fails and the request needs manual work
- The AI's confidence is low
- An answer fails its action-claim check
- A playbook reaches a Handoff to human step
- An approval expires
After a hand-off, the shopper doesn't see a queue position. See Team alerts and business hours for how your team is alerted.