AI customer service
MOVA's AI customer service agent, Maya, answers shoppers in web chat on your site, at any hour: shipping, returns, hours, and payment. She's included at Basic in the $149/month base and works from launch day. Premium adds answers about a specific order from its live status, for $59/month on top of the base.
$149/month for your new site, the admin, and all 11 agents at Basic. Live in 7 days from access to your current site, or your first month is free.
The order is linked to the chat
Answered in web chat, at night
Answering about one specific order, from its live status, comes with Maya at Premium, and so do the order's updates in the chat. At Basic she answers general questions in web chat.
01The definition
AI customer service is a chat that answers your customers on its own, at any hour, in plain language. The important question is where its answers come from. A chat that only knows your FAQ gives a general answer. A chat that can see the order answers about that order.
With MOVA, Maya answers in web chat on your site. At Basic, she answers general questions on hours, shipping, returns, and payment. At Premium, she knows your whole store and answers about a specific order from its live status. At Master, she hands a chat to a person with a summary and a draft reply, so they pick up where she left off.
From the real order, or from FAQs someone wrote once.
Only what has already happened, or also what it hopes will happen.
It says so and offers a person, or it repeats the same answer.
02One chat
Behind every answer is a department that knows something. This is how it works today at Hasod, the online gift store in Israel where we built MOVA:
The chat here is an illustration. What's behind it runs at Hasod today, and at your store it depends on Maya's level.
Hi, I ordered a gift box for my mom yesterday
Hi! Order 18421, the gift box for your mom, is already linked to this chat. How can I help?
When will it arrive?
Packing started at 10:40 AM. When it ships, the update will show up right here in this chat.
03A good answer
A chat that answers fast is easy. A chat that doesn't promise what it can't keep, notices when it's stuck, and doesn't leave a customer waiting takes more. All of these run at Hasod today, and each card shows the level it comes with:
An order is called “being packed” only after someone has actually started packing it, not because of the status on the site.
Maya, Customer serviceWhen she's about to repeat herself, she says so, offers a person, and flags the chat for the team.
Maya, Customer serviceA screenshot of an error, a product that arrived damaged, or a family photo: every photo is sorted before she answers.
Maya, Customer serviceWhen a customer has waited 5 minutes for a person, your team gets a text, where your provider allows it. At Hasod, these alerts go out between 8 AM and 11 PM Israel time.
If someone on the team replies after the customer has left the chat, the reply goes out to them: a browser notification where they allowed one, an email if the chat has their address, or, as a last resort, a text to the number they left, each with a link back to the chat.
The order shipped? The card in the chat updates, without anyone sending a message.
Maya, Customer serviceMaya answers in web chat on your site from the day it goes live. What she can do depends on her level: general questions at Basic, a specific order at Premium, and at Master also payment links, photos, and handing a chat to a person with a summary.
Basic: included in the basePremium: Master: an upgrade for this agentAt Hasod today: runs at Hasod, in no level yet
04In the chat
Four moments in one chat, and what Maya does at each one.
IllustrationThe rows on the cards are examples
Late at night or on a weekend. The answer comes in web chat on your site, on the same pages where they shop.
A general question, like hours, shipping, or returns? She answers. A question about a specific order? At Premium, from its live status.
At Master, she reads a photo the customer sends before answering, and sends a secure payment link inside the chat, through your payment processor where it allows it.
At Hasod, she flags the chat for the team. At Master, the chat goes to a person with a summary and a draft reply, by email, and by text where your provider allows it.
05Who answers
Maya owns the conversation. Three teammates make sure she has something to say, and that what customers ask makes the store better.
Customer service
Shipping
Orders & operations
Market research
Basic: included in the basePremium: Master: an upgrade for this agent
Maya answers in web chat on your site from the day it goes live. What she can do depends on her level: general questions at Basic, a specific order at Premium, and at Master also payment links, photos, and handing a chat to a person with a summary.
06Three levels
What Maya answers depends on her level. Here's the same job at Basic, Premium, and Master:
How long does shipping take?
It takes 3 to 5 business days.
Can I return an item?
Yes, within 30 days.
A general answer, at any hour
At Basic
General questions in web chat on your site: hours, shipping, returns, and payment. Up to 300 chats a month.
Basic:
When will my gift box arrive?
Order 18421 started packing at 10:40 AM. When it ships, the update will show up right here in this chat.
Great, thanks
The answer comes from the order, not a guess
At Premium
Knows your whole store, and answers about a specific order from its live status. Up to 1,000 chats a month.
Premium:
The gift box arrived with a crushed corner
I can see in the photo that the box was damaged. I've passed this to the team with a summary, and a person will pick it up from here.
Green: done on its own · Gray: waiting for a person
At Master
Reads a photo before answering, sends a payment link, and hands the chat to a person with a summary and a draft. Up to 2,500 chats a month.
Master:
Maya answers in web chat on your site from the day it goes live. What she can do depends on her level: general questions at Basic, a specific order at Premium, and at Master also payment links, photos, and handing a chat to a person with a summary.
07Who it's for
For a store whose customers ask the same questions again and again, and that wants people to handle only what needs a person.
08Price
$149/month before sales tax: your new site, the admin, hosting, upkeep, and all 11 agents at Basic. AI usage is included in normal volume. No credits to buy. You can upgrade any agent on its own to Premium or Master, from $29/month per agent. Setup and the move are a one-time fee, quoted after a short call.
The base, every month
$149/month
before sales tax
Live in 7 days from access to your current site, or your first month is free. No long-term contract. Cancel any month. The setup fee covers work already done, so it isn't refunded.
Basic is included in the base. Premium and Master are upgrades for this agent only.
BasicIncluded in the base
Premium$59/month
Master$99/month
Everything in Premium, plus:
As of Oct 2026. Prices are before sales tax where it applies.
Maya answers in web chat on your site from the day it goes live. What she can do depends on her level: general questions at Basic, a specific order at Premium, and at Master also payment links, photos, and handing a chat to a person with a summary.
As of Oct 2026. Prices are before sales tax where it applies.
09More solutions
Each page answers one question store owners ask. Here are the others:
10Questions
At Premium, yes: she answers about a specific order from its live status, and the order is linked to the chat once the payment is confirmed. At Basic, she answers general questions: hours, shipping, returns, and payment.
At Hasod, when Maya is about to repeat herself, she tells the customer, offers a person, and flags the chat for the team. At Master, the chat goes to a person with a summary and a draft reply, so whoever picks it up continues where she left off.
In web chat on your site, on the same pages where your customers shop. That's where she works from launch day.
At Hasod, a change of address is made by someone on the team. Maya passes the request on, and the team takes it from there, with everything already said in the chat.
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.
At Hasod, every chat sits on one screen where a person can step in and pick it up. 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.
No long-term contract. Cancel any month. The setup fee covers work already done, so it isn't refunded. If you leave, you get a full export of your store's data within 14 days. 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.
Maya starts answering on the day your site goes live. It starts with a short call with a person.
Live in 7 days from access to your current site, or your first month is free.
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.
