AI Customer Support for Shopify Stores

Q: Does Hay work with Shopify Plus?

Yes. Hay connects via Shopify's Admin API, which works identically across all Shopify plans including Shopify Plus. If you're on Plus with a custom checkout or multi-store setup, Hay supports that too.

Q: Can Hay handle questions about Shopify Payments and Shopify Shipping?

Hay retrieves order and fulfilment data from Shopify, which includes payment status and shipping details from Shopify Shipping. For refunds, Hay can also connect to Stripe directly if you need cross-platform refund processing.

Q: What if a customer asks a product question Hay doesn't know the answer to?

Hay searches your Shopify product catalogue via the API, and also checks your uploaded knowledge base (sizing guides, care instructions, FAQs). If neither source has the answer, Hay escalates to your team with full conversation context — no dead ends.

Q: Does Hay work with custom Shopify apps and third-party plugins?

Hay connects to Shopify's core Admin API for orders, products, customers, and fulfilment. For data from third-party apps (loyalty points, subscription tools), you can upload that information to Hay's knowledge base or connect additional integrations like Stripe or Zendesk.

Q: What ecommerce platforms does Hay work with?

Hay integrates with Shopify (9 actions), WooCommerce (25 actions), and Magento (14 actions), plus supporting tools like Stripe (27 actions), Zendesk (51 actions), Attio, and HubSpot. See all integrations .

Q: How long does it take to set up?

Under 10 minutes for the basics. Connect your Shopify store, upload your return policy and product guides, and Hay starts handling conversations immediately. You can refine playbooks and escalation rules as you go.

Q: Is there a free trial?

Yes — 30 days free, no credit card required. Early adopter pricing locks in 50% off for life. Start your free trial .

Hay connects to your Shopify admin and handles order tracking, product questions, and returns — without your team lifting a finger.

Start Your Free Trial 30 days free. No credit card.

Hay

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Hi, I ordered the SoundCore Q45 headphones last week and haven't received any shipping update yet.

@Shopify · Get Order

Order #4891 — SoundCore Q45 Wireless Headphones, ordered Feb 19, status: Fulfilled

@Shopify · Get Fulfilment

Shipped via DPD, tracking: DPD4891UK, last scan: Cambridge depot, Feb 24

Great news — your SoundCore Q45 headphones shipped yesterday via DPD! Here's your tracking link: dpd.co.uk/track/DPD4891UK. The last scan was at the Cambridge depot, so they should be with you tomorrow.

Thanks! Also, do you have any wireless earbuds that are good for running?

@Shopify · Search Products

Found 3 results: SoundCore Sport X10 (£59.99, in stock), JBL Endurance (£44.99, in stock), Sony WF-SP800N (£89.99, low stock)

We have a few options! The SoundCore Sport X10 (£59.99) is our most popular for running — sweatproof with ear hooks. Want me to send you the product link?

How Hay handles Shopify support, step by step

Step 1: Understand

Hay reads the customer's message and identifies what they need — whether it's an order status check, a product question, or a return request. It extracts key details like order numbers, product names, and shipping references.

Integration: Hay NLU

Connects to Shopify —————————— and the rest of your support stack

9 native Shopify actions for orders, products, and fulfilment. Plus Stripe for payments, Zendesk for ticketing, and more.

View all integrations →

Teach Hay your Shopify store policies in minutes

Step 1

Upload your docs

Drag and drop your return policies, product guides, and shipping info. Hay accepts PDF, DOCX, and HTML — or crawl your help centre directly.

Return policy Product guides Shipping info Shopify FAQs

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Step 2

Control what Hay knows

Categorise documents, set visibility, and toggle which ones your AI agent can access. You decide what Hay can and can't reference when answering customers.

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Step 3

Keep it current

Update documents anytime — Hay always uses the latest version. Search your knowledge base to find and edit any document in seconds.

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See what Hay learns from every Shopify conversation

78% auto-resolved

Auto-resolved 78% Escalated 14%

Escalation reasons

Action unavailable in Shopify API 45%

Customer requested human agent 30%

Below confidence threshold 25%

See how the Shopify support playbook works

Hay's playbook editor lets you define exactly how each type of Shopify query is handled — from trigger to resolution.

Playbook editor screenshot

Natural language trigger

Define when this playbook fires using plain English: 'Customer asks about order status' or 'Customer wants to return a product'.

@Shopify Get Order

Pulls order details — product, date, payment status, and fulfilment — directly from your Shopify admin.

@Shopify Get Fulfilment

Checks the shipping carrier, tracking number, and last scan location for the customer's order.

Conditional responses

Different replies based on order status: shipped (send tracking), processing (give timeframe), or cancelled (explain next steps).

Smart escalation

Routes to your team when Hay's confidence is low, the customer asks for a human, or the query exceeds the playbook's scope.

Your Shopify store generates the same support questions every day. Hay answers them.

Connect your Shopify store, upload your policies, and let Hay handle order tracking, product questions, and returns automatically.

Start Your Free Trial or book a demo

30-day free trial No credit card required Set up in under 10 minutes Early adopter pricing: 50% off for life

Frequently Asked Questions

How does Hay compare to Shopify Inbox?

Shopify Inbox is a messaging tool — it routes conversations to your team. Hay is an AI agent that actually resolves them. Hay connects to your Shopify admin, looks up orders, checks fulfilment status, searches products, and processes returns — all without a human in the loop. Shopify Inbox tells your team there's a message. Hay handles the message.

Does Hay work with Shopify Plus?

Can Hay handle questions about Shopify Payments and Shopify Shipping?

What if a customer asks a product question Hay doesn't know the answer to?

Does Hay work with custom Shopify apps and third-party plugins?

What ecommerce platforms does Hay work with?

How long does it take to set up?

Is there a free trial?

AI Customer Support for Shopify Stores

How Hay handles Shopify support, step by step

Step 1: Understand

Step 2: Query

Step 3: Validate

Step 4: Act

Step 5: Escalate

Connects to Shopify —————————— and the rest of your support stack

Teach Hay your Shopify store policies in minutes

Upload your docs

Control what Hay knows

Keep it current

See what Hay learns from every Shopify conversation

Escalation reasons

Query breakdown by type

Pre-shipment queries spike on Mondays

Product size questions correlate with fewer returns

Fulfilment delays trigger 3x more escalations

See how the Shopify support playbook works

Natural language trigger

@Shopify Get Order

@Shopify Get Fulfilment

Conditional responses

Smart escalation

Your Shopify store generates the same support questions every day. Hay answers them.

Frequently Asked Questions