Customer service
Meet Maya, your AI customer service agent.
Maya is MOVA's AI customer service agent for online stores. She answers shoppers in web chat on your site, day or night: store hours, shipping, returns, and payment. She's included at Basic in the $149/month base and works from launch day. Premium, $59/month, adds answers about a specific order from its live status.
I understand what happened. I'm handling it.
- Basic: Answers general questions in web chat on your site, day or night: hours, shipping, returns, and payment
- Premium: Also answers about a specific order, from its live status, not a guess
- Master: Hands the chat to a person with a summary and a draft reply
Maya works at Basic from launch day: the web chat goes live with your new site. Premium and Master are upgrades.
Maya is one of MOVA's 11 AI employees, all 11 included at Basic in the $149/month base.
Meet Maya in 30 seconds
- Department
- Customer service
- Her question
- What did we promise the customer?
- Where she works today
- In web chat on your site, from launch day
- Price
- Basic is included. Order answers come with Premium, $59/month
A customer asks one question in chat. How many people do you check with before you can answer it right?
Maya doesn't guess. At Basic, she answers the common questions: hours, shipping, returns, and payment. At Premium, she also reads the order, the shipment, and what was already said in the chat, and answers from what's actually happening.
01What Maya does
What does an AI customer service agent do?
The cards marked “At Hasod today” run every day at Hasod, the online gift store in Israel where we built MOVA. At your store, Maya answers in web chat on your site from launch day, at Basic, and the rest comes with the level you choose. The tag on each card shows its level: Basic is included in the base, and Premium and Master are upgrades.
- 01From launch dayBasic:
General questions, day or night
Store hours, shipping, returns, and payment: Maya answers these in web chat on your site from the day it goes live, up to 300 chats a month.
- 02At Hasod todayPremium:
“When will it arrive?” from the order itself
The answer is built from the carrier, when the order shipped, and whether anyone actually started packing it. What hasn't happened yet isn't promised.
- 03At Hasod todayPremium:
The order updates inside the chat
Being packed, shipped, ready for pickup, delivered: each change shows up in the customer's chat as an updated order card.
- 04At Hasod todayMaster:
A payment link inside the chat
A customer who wants to pay gets a secure payment link in the chat, at the price on your site. At your store, it runs through your payment processor where it allows it.
- 05At Hasod todayMaster:
Reads a photo before answering
A photo a customer sends is sorted before Maya answers: a product that arrived damaged, a screenshot of an error, a logo, or a document. A screenshot of an error flags the chat for your team.
- 06At Hasod todayMaster:
To a person, fast
A customer waiting for a person triggers a text to your team, where your provider allows it, with who it is and their last words. At Master, a summary and a draft reply can go by email too.
02See it work
Maya at work: “When will my order arrive?”
- 1
A customer asks in web chat when her gift box will arrive.
- 2
Maya answers from the order connected to the chat.
- 3
The order card shows where the delivery is.
03Getting started
How does Maya join your store?
Maya works at Basic from launch day: the web chat goes live with your new site. Premium and Master are upgrades.
- 1
Tell us about your store
A short call with a person, not a bot: what you sell, who buys it, and what's not working.
- 2
Bring what you already have
Your products, photos, and content move to the new site, and everything runs from one admin. Until the new site goes live, your current one keeps selling.
- 3
Decide what comes to you
Maya doesn't promise a customer a date or stock before she checks. At Master, a chat that needs judgment goes to a person on your team, with a summary.
- 4
You approve with one tap
What needs a decision comes to you with the reasons, on your phone or your computer. Approve, change, or say no.
Your payment processor and shipping carriers are connected during setup, where your provider allows it.
04Who she is
What matters to Maya
That customers know who's helping them and what's happening now, and that a chat ends with an answer, not silence.
Her question
“What did we promise the customer?”
How she sounds
- “I understand what happened. I'm handling it.”
- “I'm checking. Not guessing.”
- “Don't transfer them again.”
05Teammates
Who does Maya work with?
Nobody on the team works alone. Here's how Maya works with the other departments at Hasod today.
Maya and AxelA customer asks in chat: will the gift box arrive by Friday?
- MayaCustomer: Will my mom's gift box get there by Friday?
- AxelOrder 18421 is packed and already with our own courier.
- MayaReply: It went out today with our courier, and it arrives today.
A precise answer, because the chat doesn't guess. It reads the order.
Axel, AI order management agent
Maya and Jett“Where's my order?” The answer is already in the chat.
- JettOrder 18421 has been handed to the carrier.
- MayaThe order card in the customer's chat now says: out for delivery.
- JettDelivered. The order is closed, and the chat card updates.
Customers see in the chat when their order is being packed, when it ships, and when it arrives, and nobody has to look it up.
Jett, AI shipping agent
Who balances her
Feelings vs. promises
Maya sees a worried customer, and Jett wants to promise “tonight.” Together: they promise only what's certain.
06The rest of the team
And ten more, one for each department.
07Three levels
How much does Maya cost?
Maya is included at Basic in the $149/month base. You can upgrade just Maya to Premium or Master, without upgrading the rest of the team, and go back to Basic any month.
Maya works at Basic from launch day. Premium and Master are upgrades.
Basic for Maya
The essential version of the agent, included in the base: the core of its department's job.
Includedin the $149/month base
Included in your plan- Answers general questions in web chat on your site: hours, shipping, returns, and payment
- Up to 300 chats a month
- Recommended
Premium for Maya
The agent knows your whole store: products, orders, inventory, and suppliers. It does the main work of its department.
$59/month
Ask about PremiumEverything in Basic, plus:
- Knows your whole store: products, prices, inventory, and policies
- Answers questions about your store, including about a specific order, using the order's live status
- Recommends products by who it's for, the occasion, and the budget
- Keeps loyalty points for your customers and tells each one their balance
- Up to 1,000 chats a month
Master for Maya
Everything in Premium, plus bigger quotas, a monthly review with a person from MOVA, and actions that cost money, which run only once you turn them on.
$99/month
Ask about MasterEverything in Premium, plus:
- Sends a secure payment link inside the chat, through your payment processor where it allows it
- Reads a photo the customer sends before answering
- Hands the chat to a person with a summary and a draft reply, by email, and by text where your provider allows it
- Gives a customer a credit from the chat
- Up to 2,500 chats a month
- A monthly review with a person from MOVA: what worked, and what to change
Prices as of Oct 2026, per month. Prices are before sales tax where it applies.
Pricing for the whole team08Questions
Questions about Maya, answered.
What if Maya tells a customer something that didn't happen?
At Hasod, Maya says an order is being packed only when someone has actually started packing it. When she's about to repeat herself, she offers a person and flags the chat for the team.
Does Maya replace the people who answer customers today?
No. She answers what can be answered without a person. At Hasod, every chat sits on one screen where a person can step in and pick it up, and at Master, what needs judgment goes to a person with a summary of the chat and a draft reply.
When does Maya start working at my store?
From launch day, at Basic: the web chat goes live with your new site. Premium and Master are upgrades, and the rest of the team joins one department at a time.
How much does an AI customer service agent cost?
With MOVA, Maya is included at Basic in the $149/month base, together with your new site, the admin, and the rest of the team. You can upgrade just Maya to Premium for $59/month or to Master for $99/month, and go back to Basic any month. AI usage is included in normal volume. No credits to buy. Maya works at Basic from launch day. Setup and the move are a one-time fee, quoted after a short call. No long-term contract. Cancel any month. The setup fee covers work already done, so it isn't refunded. Prices are before sales tax where it applies.
Is there a limit on how many chats Maya answers?
Up to 300 chats a month at Basic, 1,000 at Premium, and 2,500 at Master. We tell you before you reach the limit, nothing stops in the middle of a task, and anything beyond the limit goes ahead only after you approve it.
What happens to my store's data?
Maya works with the chats on your site, and at Premium with the order a customer asks about. We use your data only to run the service and never share it, except with the infrastructure, AI, and messaging providers that run it. Your store's data lives in its own database. It belongs to you.
Want Maya in your store?
Maya works at Basic from launch day: the web chat goes live with your new site. Premium and Master are upgrades.
Tell us about your store.
A short call with a person, not a bot. We learn how your store runs, and you get a fixed quote for the setup and the move.
Live in 7 days from access to your current site, or your first month is free.
The 7 days start when we have access to your current site and all your materials. Time spent waiting for your approvals or materials doesn't count.
No long-term contract. Cancel any month. The setup fee covers work already done, so it isn't refunded.
US stores are joining as early access.