Heylio Care · customer service and pre-sales

Your customers have questions. Heylio Care answers them.

By chat and email, day and night, Heylio Care answers from your content, finds the order in your store and hands over to your team when needed. You decide what goes out on its own.

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Léa's week, seen from your customer service

LÉA · ORDER #2318 · MAISON LUNEQuestion received · Sun 23:12 · Store chat

Question received
Order found
Gesture approved
Return opened
Learned

01 · Sun 23:12 · Store chat

Léa hesitates. The answer comes right away.

Can she exchange it? Will it arrive before Saturday? Heylio answers from your policies and your catalogue, then adds the shirt to the cart.Add to cart works on Shopify, PrestaShop and BigCommerce.

02 · Thu 21:40 · Email

“Where is my order?” Heylio goes and looks.

It finds order #2318 in the store and replies with the status, the carrier and the tracking link.With Heylio Tracker activated on your account, the parcel status and the estimated delivery date are read live from Heylio Tracker.

03 · Thu 21:41 · Your screen

A goodwill gesture? You decide.

Léa asks for a gesture for the delay. Heylio prepares a discount code, but spending needs your approval: the proposal is waiting for you, one click is enough.

04 · Sun 18:05 · Chat

She doesn't like the colour. The return opens in the conversation.

Heylio reminds her of your policy, asks for the reason and opens the return with Heylio Return. Léa gets the summary and the label by email.Available if your store uses Heylio Return.

05 · Mon 09:10 · Your team

What it doesn't know, it doesn't make up.

Léa asks whether initials can be embroidered. Nothing in your content: Heylio hands over to Inès, on the team. Her answer becomes a suggested article, which you approve. Next time, Heylio will know.

Store chat

Chat · Maison Lune

Can I exchange it if the size is wrong?

Yes: free exchange within 30 days.

Delivered before Saturday?

Ordered tonight, it ships Monday. Shall I add it to your cart?

Added to cart

Léa · Thu 21:40Where is my order?Hello, my order #2318 hasn't moved for two days. Any news?

Order found in the store

Order: #2318
Status: Shipped · in transit
Carrier: Colissimo

HeylioHello Léa, your parcel is in transit with Colissimo. Here is the tracking link.

Spending: after approval

Awaiting approval

Discount code · €5

Customer: Léa · order #2318
Reason: Late delivery
Proposed by: Heylio

ApproveDecline

Chat · Maison Lune

I don't like the colour, I'd like to send it back.

Of course: returns are possible within 30 days. I'll open it for you.

Return opened with Heylio Return

Item: Linen shirt · M
Reason: Colour not as expected

Summary and label sent by email

Conversation handed over

Can you embroider initials?

I'd rather check: I'm passing your question to the team.

Inès · Yes, two letters, on the cuff.

New suggestion

Article: embroidered initials

Drawn from Inès's answer. Nothing applies without you.

Awaiting approval

Léa and the Maison Lune store are illustration characters.

What Heylio Care does

Support, pre-sales and your channels, in one place.

It answers from your content

FAQ, policies, product pages, pages of your site. When it doesn't know, it doesn't make it up.

Actions in Shopify

Find an order, refund, cancel, change an address, create a discount code.

Pre-sales

The chat searches the catalogue, compares and adds to cart.

Chat and email, one inbox

Gmail, Outlook and the chat on your site.

Coming soon

Voice

Talk to Heylio Care from the chat bubble.

Your rules decide

Automatic sending, review or handover, case by case.

How it works

Connected to your store, let loose when you're ready.

Connect your store and channels
Shopify, or a standalone dashboard; your mailbox and the chat on your site.
It learns your content
FAQ, policies, pages and catalogue: it answers from what you wrote.
You choose what goes out alone
At first, everything waits for your approval. You open up by level: answer, act, spend.

With the suite

Heylio Care is the customer service of the whole suite.

With Heylio Return, a return request is settled in the conversation. With Heylio Tracker, “where is my order?” gets the real parcel status and the estimated delivery date.

Pricing

€0.49 excl. VAT per ticket resolved by the AI, with no human reply for 72 hours, or €0.39 excl. VAT in a monthly pack. €0.10 excl. VAT per approved draft. A handover to a human is never billed.

See pricing

Frequently asked questions

Before you start.

Do I need Shopify?

No. Heylio installs in the Shopify admin, but Heylio Care also works as a standalone dashboard. Without a connected store, it answers from your content.

Does it answer without my approval?

Not at first: everything waits for your approval. You then choose what it does alone at three levels (answer, act, spend), with a cap in euros.

What does it do when it doesn't know?

It doesn't make it up: it hands over to your team, and that handover is never billed.

The Heylio suite

Each product works on its own. Together, they talk.

Customer service and pre-salesAnswers your customers by chat and email, day and night, and sells on your store.€0.49 excl. VAT per ticket resolved by the AI, less in a pack
Returns and exchangesA returns portal in your brand colours that turns returns into exchanges.From €89 excl. VAT a month, 80 returned items includedLearn more
Parcel trackingA tracking page in your brand colours, alerts before the tickets, claims all the way to the refund.€0.07 excl. VAT per parcel, 500 free a month in a packLearn more

Heylio Care

Ask it a question. The chat on this page is Heylio Care.

The chat on this page answers you right away, on your real questions.