Follow this step-by-step guide to automate your customer support and start saving hours every day.
Get started by installing Heylio from the Shopify App Store. The installation takes less than 30 seconds.
Search for "Heylio" or click the button below to go directly to our listing.
Review the permissions and click "Install app" to add Heylio to your store.
Find Heylio in your Shopify admin under Apps and open it to continue setup.
Tip: Heylio comes with a free plan that includes 50 AI responses. Perfect for testing before upgrading!
Link your support email to let Heylio read and respond to customer emails automatically.
In the Heylio dashboard, navigate to the Settings page.
This will open Google's secure OAuth flow. Sign in with your support email account.
Allow Heylio to read and send emails on your behalf. We never store your password.
We use Google's official OAuth 2.0. Your credentials are never stored on our servers. You can revoke access anytime from your Google account settings.
Playbooks are automated response rules that tell Heylio how to handle different types of customer inquiries.
Auto-reply with tracking info when customers ask about their order status.
Handle refund requests based on your store's return policy.
Process order cancellations automatically if not yet shipped.
Update shipping addresses before orders are fulfilled.
Go to Playbooks → Setup Wizard. Our AI assistant will help you create customized playbooks based on your business.
Heylio automatically reads your Shopify store policies (refund, shipping, etc.) to generate accurate responses.
For each playbook, decide if you want instant auto-replies or prefer to review suggestions first.
Tip: Start with "approval mode" for your first week. Review AI suggestions before they're sent to build confidence in the system.
Upload your product information, FAQs, and policies so the AI can answer specific questions about your business.
Navigate to Settings → Knowledge Base in your dashboard.
Add PDFs, text files, or paste content directly. Great for product guides, sizing charts, and FAQs.
Click "Index" to process your documents. This usually takes 1-2 minutes depending on size.
Before going live, test your setup to make sure everything works as expected.
Go to Playbooks → Test to run predefined scenarios (WISMO, refund, cancellation, etc.).
Email your support address with a test question and watch Heylio handle it.
Check the AI Actions page to see how tickets are being classified and what actions are taken.
Once satisfied, enable auto-reply on your playbooks and let Heylio handle the rest.
Your AI-powered support is ready. Watch your response times drop and customer satisfaction soar!
Our team is here to help you get the most out of Heylio.