WhatsApp AI customer service that connects your support workflow to the channel your customers already use. Hay's AI agent resolves enquiries, processes refunds, and tracks orders directly inside WhatsApp. No ticket queue. No "someone will get back to you." The conversation is the resolution.
When a customer messages you on WhatsApp, they expect the same experience they get messaging anyone else. Fast, conversational, done. Most AI tools don't deliver that. They answer a question, push a knowledge base article, or collect details and promise a follow-up.
That's not support. That's a form with a chat bubble on top.
2B+
WhatsApp users worldwide
< 1 min
Expected response time on messaging
70%
Of routine queries can be resolved without an agent
Hay treats WhatsApp as a place where things get done. Orders get tracked, refunds get processed, account details get updated. The customer never leaves the chat.
AI that executes actions, not just answers questions
Customers send photos of damaged items, PDFs of receipts, screenshots of errors. Hay reads them and acts on them. A photo of a dented package gets attached to the order record, not left as an unread attachment.
Proactive notifications go through approved Meta templates: order confirmations, shipping updates, delivery alerts. Hay keeps your templates organised and only sends them within Meta's rules.
Tappable options for common requests. Faster on mobile, cleaner flows, fewer typos. When Hay needs to confirm a refund or offer two choices, buttons keep it feeling native to WhatsApp.
Short, scannable messages that work on a phone screen. Configure response styles per channel, so WhatsApp gets casual and concise while email gets more detail.
Assign different playbooks to WhatsApp than you use on web chat or email. Different tone, different return policies, different escalation rules. The logic stays the same, the delivery adapts.
Assign a specific AI agent to WhatsApp, or use the same one across all channels. If your LATAM customers use WhatsApp and your UK customers use email, route accordingly.
Customer:
"Hey, where's my order?"
Hay:
Happy to check. What's the email you used to order?
→ Customer replies → Hay queries Shopify → Returns tracking link and ETA
Result: Resolved in under a minute. No ticket. No agent.
Customer:
"The jacket I ordered doesn't fit, can I return it?"
Hay:
Sorry about that. Let me check your order... It's eligible for a full refund. Want me to process it now?
→ Checks WooCommerce → Verifies policy → Refunds via Stripe → Confirms
Result: Refund issued inside WhatsApp. No email chain, no portal login.
Customer:
"[sends photo of damaged package]"
Hay:
That doesn't look right. I've logged the image to your order and started a replacement. You'll get a tracking link within 24 hours.
→ Attaches image to order → Creates replacement → Notifies fulfilment
Result: Replacement triggered without an agent touch.
Customer:
"My payment didn't go through, what happened?"
Hay:
Your card ending in 4242 was declined yesterday. Want me to send a secure link to try a different method?
→ Checks Stripe → Identifies decline reason → Sends payment link
Result: Customer retries on their own time. Revenue recovered.
Meta has been tightening WhatsApp Business policy. Marketing spam and generic chat bots are out. Purpose-specific support assistants are in. That's what Hay is.
If you've had a WhatsApp account flagged before, you know why this matters.
Two billion people use WhatsApp. Give your customers the choice to reach you there.
Messaging means minutes, not hours. Hay answers instantly, any time, in any language you support.
Most WhatsApp tools create a ticket. Hay closes the loop in the chat.
Data stays in the EU. European data protection standards throughout.
WhatsApp isn't a paid add-on from Hay. Included from the Solo plan at €50/month through to Enterprise. You'll need a Twilio account and standard Twilio messaging rates apply, but Hay doesn't charge extra for the channel.
You need a WhatsApp Business account, access to Meta Business Manager, and a Twilio account. Connect your Twilio and Meta credentials in Hay's dashboard, select your WhatsApp Business number, and enable the connection. Takes a few minutes. If you don't have a WhatsApp Business API account or Twilio account yet, we'll walk you through it.
Yes. Approved Meta templates for order confirmations, shipping updates, delivery notifications. Template approval goes through Meta's standard review process. Hay only sends them when Meta's rules allow it.
Meta allows free-form replies for 24 hours after a customer's last message. Outside that window, Hay falls back to approved templates. If you need to re-engage after the window closes, Hay prompts you to pick a template rather than sending something that could get your account flagged.
Yes. Photos, videos, PDFs. Hay reads them, pulls out relevant information, and acts on it. A photo of a damaged item becomes context for the conversation, not an attachment in a ticket.
The same actions available on any channel. Order tracking, refund processing, subscription management, ticket creation, customer lookups, payment retries. Shopify, WooCommerce, Stripe, Zendesk, HubSpot, Gorgias, and more. If Hay can do it on web chat, it can do it on WhatsApp.
Yes. EU-hosted on DigitalOcean. Conversation data, customer records, and message logs handled under GDPR. No special arrangement needed.
Yes. Same knowledge base, same playbooks, same escalation rules. A customer who starts on WhatsApp and follows up via email keeps their context. Or assign a different agent to WhatsApp with its own tone and playbooks.
Yes. Useful if you want different behaviour, language, or policies on WhatsApp. Configurable per channel.
Meta applies tiered limits to WhatsApp Business accounts. New accounts start conservatively. Limits grow as your quality rating improves. Hay handles this automatically.
No. Hay doesn't charge for WhatsApp. It's included on every plan. Twilio charges a small per-message fee and passes through Meta's template message fees, which vary by type and country. Customer-initiated service conversations don't incur Meta fees, so inbound support costs stay low. Check Twilio's pricing page for current rates.
Start reducing repetitive tickets with AI that actually executes actions.
