Your platform

How answers work

HolaReply answers only from your own site and what you add to its knowledge base, shows where each answer came from, and passes everything else to your team.

PlanFreeWorks onWordPressShopifyAny website

How it works#

1 · A visitor asksIn any language. Names, emails and phone numbers are removed before the question reaches the AI.

2 · It finds your pagesOnly published content it was allowed to read, and your knowledge base.

3 · It answersIn the visitor’s language, with “Answered from” links to the pages used.

4 · No answer?It says so, offers a person and the enquiry form. It never guesses.

Answers your site doesn’t give#

Add them to the Knowledge base: a question, other ways people ask it, and your answer. The assistant uses them like a page of your site.

How the assistant talks#

Automatic (recommended): one short follow-up question only while the visitor is browsing or unsure, never after a complete answer. Guide the conversation (the standard for older accounts): when it helps, an answer ends with one short question about what the visitor wants, such as the dish, the size or the quantity, so the right product or person can follow. Never after a hand-over, never “Anything else?”, never asking for contact details. Choose Direct answers only for short answers without a question. On Shopify: Apps › HolaReply › Settings, How the assistant talks; in the Desk: Manage › Settings › Answers; on WordPress: HolaReply › Settings › Answers.

Answers from more websites you run (Business)#

One chat can answer from up to 3 websites you run: the one it is on and 2 more. In the Desk, Manage, Settings, Website (on Shopify: Websites), type the address under Add a website you run and click Add. Put the line it shows in the <head> of that website’s home page, then click Check. Once it says Proven yours, choose what it reads (products, pages, policies, blog) and click Save; it is read again every day. Under each answer, Answered from names the website of each page, and pages of another website open in a new tab. Only websites you run, and only their public pages. Pro answers from the website the chat is on. WordPress: with Pro or Business connected to HolaReply Desk.

Personality: how the assistant sounds#

In the Desk, Manage, Settings, Answers, Personality: Automatic (recommended: professional with a business buyer, friendly with a casual visitor, calm and serious with someone upset), Professional, Friendly (the standard for older accounts) or Playful, plus your own notes on tone (500 characters), for example “creative with chefs, direct with buyers”. The tone changes only the wording: facts, prices, stock, allergens, locked topics and hand-overs follow the same rules in every tone, and are never joked about or guessed.

Idea mode: recipes and ideas with your products#

Off unless you turn it on. When a visitor asks for an idea, such as a recipe, a combination or a routine, the assistant may create one from the AI’s general knowledge, using only your own products, which it shows with their links. Facts such as prices, stock, allergens, certifications and policies still come only from your site, and each idea is labelled for the visitor as an idea. Add Your rules for ideas in your own words (for example: only edible products). Turning it on asks you to accept that ideas have no source page on your site, that you are responsible for them and that HolaReply accepts no liability for idea content.

Idea mode is part of Business, on WordPress, Shopify and any website.

While Idea mode is on, the note under the chat says that your assistant is an AI and can make mistakes, in each visitor’s language. To use your own words instead, fill in Note under the chat (optional) under Idea mode; it is shown as you typed it.

Set it up#

Choose what it readsHolaReply › Content & index: under What the assistant may read, set each type to Read or Not read, then Update index. Only published content is read; an edit is read again about a minute later.
Add your own answersHolaReply › Knowledge base, + Add answer: fill in Question, Also matches and Answer, keep Use this answer on, then Save answer.
Set what it says when it has no answerHolaReply › Settings › Answers: When nothing is found. Leave it as it is to keep the standard message, then Save changes.
Set a daily limitSame tab: Daily limit for AI answers (500 a day for the whole site by default; 0 means no limit). Past it, questions become enquiries until midnight.

Questions#

Will it make things up?

No. It answers only from your pages and your knowledge base. When they don’t say, it tells the visitor and offers your team. The one exception is Idea mode, which you turn on yourself: ideas are labelled as ideas, use only your products, and facts still come only from your site.

What about questions that have nothing to do with my business?

On Shopify and any website, a clearly unrelated question, such as “Who won the world cup?”, gets a short reply that the assistant answers questions about your products and services, without offering your team or the enquiry form. A question about your business that your site does not answer still goes to your team, as a lead.

What if someone asks for a person?

The question goes straight to your team, without asking the AI.

Is there a limit per visitor?

Yes: at most 40 AI answers a day for each visitor, so nobody can run up your costs.

Which languages does the chat speak?

The AI answers in the language the visitor writes in. On HolaReply Desk (Shopify, any website, connected WordPress) the chat’s own words, such as its buttons, the enquiry form and its fixed messages, follow the visitor too, in 30 languages, and Arabic, Hebrew and Urdu read right to left.