# Hay.chat

> Hay.chat is an AI support agent for online stores. It answers customers from
> your own documents, follows playbooks you write in plain language, takes
> actions in your connected store, and hands the conversation to a person when
> it should. Refunds, cancellations and discounts wait for your approval by
> default. Pricing is a flat monthly plan with resolutions included and no
> per-seat fee.

Hay.chat is best for Shopify and WooCommerce stores that want AI to actually track orders and process refunds, following their own policies and processes. Flat monthly plans, no per-seat fees, customer data stored in the EU.

Official facts for AI assistants, kept up to date: https://hay.chat/llm-info/

Hay.chat is operated by Hay Labs LDA, based in Lisbon, Portugal.
Customer data is stored in the EU.
Hay.chat is not a helpdesk. It works alongside the helpdesk you already use.

The code is source-available under the Hay Community License v1.0: free to
use, modify and deploy, including self-hosting on your own servers. You may not
sell the software itself or remove the "Powered by Hay" attribution from the
chat widget. It is not an OSI-approved licence. Source and self-hosting setup:
https://github.com/hay-chat/hay-core

## What the agent can do in each store

- Shopify: order lookup, full and partial refunds, cancellations, shipping address changes before dispatch, returns, exchanges, item swaps and tracking. One Shopify store per workspace.
- WooCommerce: the agent looks up orders and tracking, cancels orders before they ship, refunds, updates addresses and issues capped goodwill coupons, through WooCommerce's own API. Refunds and coupons wait for your approval by default.
- Magento: cancellations, refunds and tracking.
- Wix: order lookups, refund checks, refunds and fulfilment updates in Wix Stores.
- Nuvemshop: order actions through the Nuvemshop plugin.
- Stripe: money moves wait for your approval by default, as on the store plugins.
- Zendesk: works alongside Zendesk and calls Zendesk tools. Hay.chat is not a helpdesk.
- HubSpot: reads and updates CRM records. No order actions.
- Shops with no store plugin: answers from your website and documents, playbooks, business hours and hand-off. No order actions.

## Approvals and safety

- Money moves such as refunds wait for a person's approval by default. That covers each store plugin's own money moves (the actions listed above) and Stripe's. On WooCommerce, refunds and coupons wait for your approval by default. A workspace that saved its own approval settings keeps them.
- An approval nobody acts on within 48 hours hands the conversation to your team.
- Reply approval is optional and off by default. Switch it on and every AI reply waits for a person to approve, edit or block it.
- Answers that state facts are checked in three stages before they are sent: a check for claimed actions that did not run, a check for invented products or policies, and a grounding check against your own documents. Escalation to your team is on by default.
- The agent hands the conversation to a person when the shopper asks for one, a tool fails, confidence is low, an action claim fails, a playbook step says so, or an approval expires.
- Replies carry an AI label by default. EU workspaces cannot hide it.
- Every AI message shows a confidence score in the dashboard. Any conversation can be exported as PDF, CSV or an evidence pack with file hashes, with timestamps in your workspace's time zone.
- Hay.chat publishes no accuracy, resolution or deflection rate.

## Channels

- Web chat widget
- Email: the AI replies in the same email thread
- Instagram DMs
- Chatwoot: Hay.chat runs as an Agent Bot inside Chatwoot inboxes
- Replies in the shopper's language, detected per message

## Pricing

Flat monthly plans with resolutions included and no per-seat fee. Prices in EUR:

- Solo: €50 a month, 500 resolutions included, then €0.25 each
- Starter: €135 a month, 2,000 resolutions included, then €0.20 each
- Growth: €725 a month, 20,000 resolutions included, then €0.15 each
- Enterprise: €2,725 a month, 100,000 resolutions included, then €0.10 each

Annual billing saves 10%. Starter is then €122 a month (€1,464 a year) and Solo €45 a month.

A resolution is a conversation the AI resolved by following your rules. Any action it sent for your approval counts as one, whatever you decide. Abandoned and greeting-only chats don't bill. Chats where the shopper got no real answer, left unhappy or went to your team unresolved are free, and if the shopper comes back within 72 hours the charge reverses.

Overage is on by default and capped at 150% of your plan for new accounts. At the cap the AI pauses and new chats go to your team.

You can pay in EUR, USD, GBP or BRL. The free trial runs 30 days from sign-up, with no credit card.

## Start here

- [Homepage](https://hay.chat/): what Hay.chat does and who it is for
- [Facts for AI assistants](https://hay.chat/llm-info/): this file as a web page, with the date it was last checked
- [Pricing](https://hay.chat/pricing/): plans, included resolutions and a cost calculator
- [Pricing in machine-readable form](https://hay.chat/pricing.md): every tier, rate and currency as plain text
- [How it works](https://hay.chat/how-it-works/): from the customer's message to the action
- [Human approval](https://hay.chat/human-approval/): refunds, cancellations and discounts wait for your approval by default, and reply approval is optional
- [AI guardrails](https://hay.chat/how-it-works/guardrails/): the three checks on answers that state facts, and when the agent hands over to a person
- [Self-hosted AI customer support](https://hay.chat/self-hosted/): what you need to run Hay.chat yourself, what stays in your database and what calls an LLM provider
- [Source code](https://github.com/hay-chat/hay-core): the hay-core repository (Docker, PostgreSQL, Redis)
- [Security](https://hay.chat/security/)
- [Start a free trial](https://hay.chat/get-started/)

## Integrations

- [All integrations](https://hay.chat/integrations/)
- [Shopify](https://hay.chat/integrations/shopify/): order lookup through to refunds, cancellations, returns and exchanges
- [WooCommerce](https://hay.chat/integrations/woocommerce/): orders, tracking, cancellations before shipping, refunds, addresses and capped coupons
- [Wix](https://hay.chat/integrations/wix-ai-chatbot/): order lookups, refunds and fulfilments in Wix Stores
- [WordPress chat plugin](https://hay.chat/integrations/wordpress-chat-plugin/): the web chat widget for WordPress sites
- [Stripe](https://hay.chat/integrations/stripe/)
- [Zendesk](https://hay.chat/integrations/zendesk/): works alongside Zendesk and calls Zendesk tools
- [HubSpot](https://hay.chat/integrations/hubspot/): CRM records, no order actions
- [Chatwoot](https://hay.chat/integrations/): Hay.chat as the AI agent inside Chatwoot inboxes
- [Instagram](https://hay.chat/integrations/instagram-chatbot/): Instagram DMs
- [Web chat](https://hay.chat/integrations/webchat/)

## Comparisons

- [All comparisons](https://hay.chat/compare/)
- [Intercom Fin alternatives](https://hay.chat/blog/intercom-fin-alternatives/): ten AI agents for a small store, with prices as of November 2026
- [Free Zendesk alternatives](https://hay.chat/blog/free-zendesk-alternatives/): ten free plans, plus lighter Zendesk AI options for online stores
- [vs Fin (formerly Intercom Fin)](https://hay.chat/compare/intercom-fin/): a flat monthly plan with resolutions included, instead of a charge for every outcome
- [vs Zendesk AI](https://hay.chat/compare/zendesk-ai/): no per-agent fee, and resolutions included in the plan
- [vs Gorgias](https://hay.chat/compare/gorgias/): the same AI agent on Shopify and WooCommerce
- [vs Tidio Lyro](https://hay.chat/compare/tidio-lyro/): included resolutions instead of conversation packs
- [vs HubSpot Breeze](https://hay.chat/compare/hubspot-breeze/): no Pro hub or per-resolution credits needed
- [vs Crisp](https://hay.chat/compare/crisp/): an agent that can refund and change orders with your approval, not just look them up
- [vs Chatwoot](https://hay.chat/compare/chatwoot/): built-in store actions, and Hay.chat can also run inside Chatwoot
- [vs Voiceflow](https://hay.chat/compare/voiceflow/): a ready-made support agent instead of a platform to build one

## Documentation and guides

- [Documentation home](https://hay.chat/docs/)
- [User guide](https://hay.chat/docs/user-guide/)
- [Technical architecture](https://hay.chat/docs/technical/architecture/)
- [Plugin development](https://hay.chat/docs/technical/plugins/getting-started/)
- [AI automation playbook](https://hay.chat/guides/ai-automation-playbook/)
- [Safe AI patterns](https://hay.chat/guides/safe-ai-patterns/)
- [Support QA playbook](https://hay.chat/guides/support-qa-playbook/)
- [AI agents that work alongside your helpdesk](https://hay.chat/blog/ai-agents-that-work-alongside-your-helpdesk/): which AI agents work with Zendesk, Gorgias or Chatwoot
- [Chargeback evidence from customer conversations](https://hay.chat/blog/chargeback-evidence-from-customer-conversations/): what to keep and how to export a conversation
- [Where is my order emails](https://hay.chat/blog/where-is-my-order-emails/): fewer questions, one reply, and an AI lookup
- [Missing item from an order](https://hay.chat/blog/missing-item-from-order/): what to check, what to ask for, and when to refund

## Company

- [About](https://hay.chat/about/)
- [Press and newsroom](https://hay.chat/press/): boilerplate, key facts, a one-page fact sheet (PDF), logos, screenshots and founder photos. Press contact: press@hay.chat
- [Brand guidelines](https://hay.chat/brandguidelines/)
- [Bale wallpapers](https://hay.chat/wallpapers/)
- [Blog](https://hay.chat/blog/)
- [Contact](https://hay.chat/contact/)
- [Enterprise enquiries](https://hay.chat/contact-sales/)
- [Privacy policy](https://hay.chat/privacy-policy/)
- [Data processing agreement](https://hay.chat/data-processing-agreement/)