What can Hay.chat actually do in Klaviyo?

Seven areas. Customer profiles: look up, search, create, and update. Marketing subscriptions: subscribe and unsubscribe for email and SMS. Lists and segments: browse and open. Campaigns: list, open, create, assign a template, and pull performance reports. Flows: list, open, and pull reports. Events and metrics: view events, record new ones, and browse metrics. Plus templates, image uploads, catalogue items, and account details. You choose which of those your agent is allowed to use.

Why use Klaviyo and Shopify together with Hay.chat?

Because each one only holds half the answer. Shopify knows what was ordered, what shipped, and what can be refunded. Klaviyo knows who the customer is to you: lifetime spend, which segment they're in, whether they're subscribed, and which flow is emailing them right now. Support that can see one but not the other ends up refunding a lost parcel while a promotional flow keeps chasing the same person. Hay.chat reads and acts across both in the same conversation.

Klaviyo has its own helpdesk and AI agent now. Why use Hay.chat?

If you want your support to live inside Klaviyo, theirs is the obvious choice and we'd say so. Hay.chat is for teams who don't want to move their helpdesk to their email platform just to get email context into support. You keep whatever you already run, Klaviyo keeps doing marketing, and Hay.chat reads across both plus Shopify, Stripe, WhatsApp, and the rest. It's also EU-hosted and sold as a flat monthly plan. There's a fuller comparison further up this page.

Will it unsubscribe people without asking me?

That's the point, and it's the one write action most teams switch on first. When somebody says "stop emailing me", forwarding that to marketing as a ticket is worse for everyone, including your compliance position. Hay.chat does it in the reply and confirms it. If you'd rather it didn't, leave the action off and it will route those conversations to a person instead.

Does unsubscribing from marketing stop their order emails too?

No, and the playbook is written to make sure of it. Marketing consent and transactional messages are separate things in Klaviyo, and email and SMS are separate subscriptions from each other. Hay.chat asks which one the customer actually means rather than pulling every switch at once.

Can it send campaigns or build flows?

The Klaviyo API allows it, so technically yes. We'd suggest not. A support agent has no business starting a send, and the scope you give it should say so. Reading campaign and flow reports is a different matter and genuinely useful when a customer asks why they got a particular email.

What if the customer isn't in Klaviyo?

Then Hay.chat carries on without the profile rather than guessing. It'll use the order in Shopify and answer from that. If your playbook wants a profile created for a new contact, that's an action you can switch on, but nothing is created silently just because somebody opened a chat.

Is my data stored in the EU?

Hay.chat's side is, yes. EU-hosted on DigitalOcean, with conversation data, customer records, and message logs in EU regions under GDPR, on every plan. Klaviyo is a US company and your Klaviyo data lives wherever Klaviyo keeps it, which is worth knowing but isn't something connecting Hay.chat changes either way.

Klaviyo helpdesk integration that acts on the profile, not just reads it

A Klaviyo helpdesk integration should do more than surface a profile card beside the ticket. Hay.chat reads the Klaviyo profile, checks the order in Shopify, refunds it, and stops the flow that was about to email them again. One conversation, both systems.

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Hay.chat

Online

Second time an order's gone missing now. And I'm still getting emails telling me to finish my checkout.

@Shopify · Get Order

Order #7712 · Ridge Merino Crew, size M · £84.00 · fulfilled 21 Aug · no carrier scan since 22 Aug

@Klaviyo · Get Profile

[email protected] · 11 orders · £1,340 lifetime · segment: VIP · active in flow "Abandoned Checkout"

I can see both, and I'm sorry. The jumper has sat at the same depot since the 22nd, so I'm treating it as lost rather than late. And you're right about the emails, you're caught in an abandoned checkout flow that shouldn't have you in it. Let me deal with both.

@Shopify · Refund Order

£84.00 refunded to card ending 4471 · order marked refunded

@Klaviyo · Create Event

"Support: Delivery Issue" recorded on profile · matches suppression segment for 14 days

£84 is back on the card ending 4471, 3 to 5 working days. I've stopped the checkout emails and paused promotional sends to you for a fortnight, though you'll still get anything about a real order. And since it's twice now, I've flagged your address for someone to check the courier route.

Your marketing team knows who this customer is. Your support tool doesn't.

For most Shopify stores, Klaviyo ended up as the customer database. Not by design, just by gravity. It holds every order Shopify ever sent it, what people browsed, what they abandoned, which segment they landed in, and which of your flows is emailing them this week.

Support gets none of that. The agent sees a chat window and an order number. So the customer who has spent £1,340 with you gets the same scripted reply as the one who bought a keyring in March, and the person whose parcel just vanished keeps getting a cheerful email about the thing still sitting in their basket.

That last one is the part that stings. Nobody decided it should happen. The refund lives in Shopify, the flow lives in Klaviyo, and no single person or tool was ever standing in both.

Hay.chat stands in both. It reads the profile before it answers, acts on the order, and writes back to Klaviyo so marketing knows what just happened.

423,920

Shopify stores running Klaviyo (Storeleads, Aug 2026)

+18.6%

Year-on-year growth in those installs

Klaviyo capability areas Hay.chat can reach

Klaviyo sells a helpdesk now. Here's the honest comparison.

Worth saying plainly, because you'll find it the moment you search. Klaviyo has shipped K:Service, which bundles a helpdesk, a Customer Hub, and an AI Customer Agent. It's aimed at exactly the ecommerce teams this page is written for.

Hay.chat vs Klaviyo Customer Agent

The difference isn't really what the agent can do. It's where your support lives afterwards. Klaviyo's agent is built to work inside Klaviyo, which is a good trade if you want one vendor holding marketing and service together and you're happy to move your helpdesk to your email platform to get it.

Hay.chat is for the other case. You keep whatever you already run, whether that's Zendesk, a shared inbox, or nothing formal yet, and Hay.chat reads across Klaviyo, Shopify, Stripe, WhatsApp, and the rest of it. Marketing data reaches support without support relocating into the marketing tool.

Hay.chat vs Klaviyo Customer Hub

Customer Hub gives shoppers a logged-in place to see their orders and manage preferences. It's a destination, and a decent one. The catch is that it only helps the customers who go there.

Most people don't. They reply to the email, or open the chat widget, or message the number on the packaging, and they expect the answer to come to them. Hay.chat works on that side of it: same order data, same preference controls, delivered in the conversation the customer already started rather than on a page you have to persuade them to visit.

On pricing

Hay.chat is a flat monthly plan with a set number of included resolutions and a small overage rate as a safety valve, rather than a meter that runs faster the better your support gets. Compare it against whatever K:Service quotes you on your own volumes. We'd rather you did the sum than take our word for it.

How Hay.chat works across Klaviyo and Shopify, step by step

Step 1: Understand

One message often carries two problems. A complaint about a late parcel and an aside about the emails. Hay.chat reads both, and treats the aside as a real request rather than something to acknowledge and drop.

Integration Hay.chat NLU

Step 2: Query

It opens two windows at once. Shopify for the order, the fulfilment, and the money. Klaviyo for the person: lifetime spend, which segments they sit in, which flow is currently sending to them, and whether they are subscribed to email, SMS, or both.

Integration Shopify · Get Order · Klaviyo · Get Profile, Get Segments

Step 3: Validate

Your playbook decides what that combination means. A VIP with eleven orders and a second lost parcel is not the same case as a first-time buyer, and you can say so in plain English rather than building two flowcharts to express it.

Integration Hay.chat Playbook Rules

Step 4: Act

Then both sides get handled. The refund goes through Shopify. The unsubscribe goes through Klaviyo, email and SMS separately if that's what they asked for. And a support event is recorded on the profile, so the flow that was about to email them stops.

Integration Shopify · Refund Order · Klaviyo · Unsubscribe Profile, Create Event

Step 5: Escalate

When it needs a person, the person arrives already briefed. The order, the profile, the lifetime value, and the segment membership are all attached, so nobody opens three tabs to work out who they're talking to.

Integration Zendesk · Create Ticket with Context

Stop emailing discount codes to the customer you just let down.

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Klaviyo knows who they are. Shopify knows what they bought. Hay.chat uses both.

Profiles, subscriptions, lists, segments, campaigns, flows, and events on the Klaviyo side. Orders, refunds, and fulfilment on the store side. One conversation reaching across the pair.

Klaviyo

Shopify

Stripe

Zendesk

Klaviyo · profiles, subscriptions, campaigns, and flows

Shopify · 9 automated actions

Stripe · 27 actions

Zendesk · 51 actions

View all integrations →

Teach Hay.chat the rules your marketing runs on

Upload your docs

The bits that live in someone's head, not in Klaviyo. Which segments are allowed to receive what. How long to suppress after a complaint. What a VIP is actually entitled to. Drop them in as PDF, DOCX, or HTML.

Suppression rules VIP tiers & perks Consent & opt-out policy Flow inventory

Control what Hay.chat knows

Categorise documents, set visibility, and toggle which ones your agent can reach. Campaign margins and your promo calendar stay internal, even though the agent can read Klaviyo.

Keep it current

Retire a flow or change a suppression window, update the document, and save. The next conversation follows the new rule without anyone touching the agent.

See what Hay.chat learns from every Klaviyo conversation

The dashboard below is filled with sample data so you can see the shape of the reporting. These are not customer results.

Sample data

81% auto-resolved

Auto-resolved 81% Handed to a human 19%

Escalation reasons

Refund above the cap set in the playbook 40%

Customer requested human agent 32%

Profile matched no email or phone in Klaviyo 28%

Hay hands a conversation to a person below its confidence threshold, which defaults to 75% and is yours to move. Every decision it made on the way is in the log.

3,110

Monthly queries handled

1m 21s

Avg. resolution time

Opt-out requests

Top category

Query breakdown by type

Opt-out & email preferences 34%

Order tracking 27%

Returns & refunds 18%

Discount & promo questions 14%

Other 7%

Opt-out requests arrive in support, not in the email footer

Already covered

A large share of people who want out say so in a chat rather than clicking unsubscribe. Handled by a human, that becomes a ticket forwarded to marketing. Handled by Hay.chat, it's done inside the reply.

Promotional sends during open complaints predict churn

Add playbook

Customers who receive a campaign while a delivery issue is unresolved unsubscribe at a noticeably higher rate. A suppression event written at the moment of the complaint is the cheapest fix available.

VIP segment membership changes the right answer

Add playbook

The same refund request has two correct outcomes depending on lifetime value, and support usually can't see which. Reading the segment before deciding turns a policy argument into a lookup.

See how the Klaviyo playbook works

One playbook, written in plain English, reaching into Klaviyo and your store in the same breath.

Back to list Playbooks Save Playbook

Klaviyo · complaints & opt-outs

Playbook body @ for Actions/Documents / for blocks

1 Before you answer anything, run Klaviyo · Get Profile on their email. Note the lifetime spend, the segments, and any flow they're currently in. Don't read it back at them, just use it.

2 If there's an order in play, open it with Shopify · Get Order . If they're in the VIP segment, the refund cap in VIP tiers & perks applies instead of the standard one.

3 If they ask to stop receiving messages, do it now with Klaviyo · Unsubscribe Profile . Ask whether they mean email, texts, or both. Never assume both, and never turn off their order notifications.

4 When something has genuinely gone wrong, record it with Klaviyo · Create Event as Support: Delivery Issue. The suppression segment does the rest. No promos at them for a fortnight.

Never create a campaign or a flow from a customer conversation. If someone asks why they got an email, explain it and hand over to me.

Details

Trigger 104/250

This playbook will be activated when customer says:
- Please stop emailing me
- My order never arrived

Define when this playbook should be activated

Channel

All channels

Status

Active

Assign Agents

Retention Agent

Available Actions

Type @ in the body to insert an action.

Klaviyo Get Profile
Klaviyo Unsubscribe Profile
Klaviyo Create Event
Shopify Get Order
Shopify Refund Order
+ more across Klaviyo and your store

Trigger
Two requests, one trigger. The same playbook catches "where is my order" and "stop emailing me", because customers routinely send both in one message.
1
Read the person before the order. Get Profile returns lifetime value, segment membership, subscription status, and the flow they're currently sitting in. That's the context support has never had.
2
Two systems, one document. A Klaviyo action and a Shopify action on consecutive lines. Nothing is wired between them. The playbook just says what to do and Hay.chat reaches into both.
3
Opt-outs finish here. Email and SMS are separate consents in Klaviyo, and the playbook treats them separately. "Stop emailing me" doesn't silently kill their order updates too.
4
Write back so marketing knows. Create Event drops a support event onto the profile. Your suppression segment picks it up, and the flow that was about to email them stops on its own.

“But I don't want an AI loose in my marketing database.”

Reasonable. Klaviyo holds your list, and a bad afternoon in there costs more than a bad afternoon in your helpdesk. So scope it. Hay.chat only gets the actions you switch on, and for most stores that's a short list.

Read-only is a valid setup. Plenty of teams start with Get Profile and nothing else. The agent gets the context it needs to answer well, and cannot change a single thing in Klaviyo. Add write actions later, one at a time, once you've watched it work.
Campaigns and flows stay yours. Klaviyo's API lets you create campaigns and assign templates. That doesn't mean your support agent should. Leave those actions off, say so in the playbook, and nothing your customers type will ever start a send.
Opt-outs are treated as consent, not as a toggle. Email and SMS are separate subscriptions. The playbook asks which one they meant, and transactional order updates are never switched off as a side effect of somebody leaving your newsletter.
Testing mode before anything ships. Run Hay.chat in testing mode first. You see what it would have done to a profile, and approve or reject it, before it does anything to a real one.
Every action is logged. Which profile, which action, what it checked, and why. If a subscription state looks wrong later, the reasoning is still there to read.
EU data hosting. Conversation data sits in the EU on DigitalOcean. GDPR-aligned by default, on every plan.

The honest pitch is narrow. Let it read the profile so support stops flying blind, and let it action opt-outs so those stop becoming tickets. Everything past that is optional.

Ready to let support see what marketing already knows?

Paste in a Klaviyo private key, connect your store, and let one conversation handle the refund and the unsubscribe without either team touching a ticket.

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Frequently Asked Questions

In Klaviyo, go to Account, then Settings, then API Keys, and create a private key. It starts with pk_. Paste it into the Private API Key field in Hay.chat, where it's stored encrypted and treated as a secret. Save, and Hay.chat validates it against your Klaviyo account and tells you if the credentials aren't right. It's a two minute job.