Hella · AI replies
Any AI can sound friendly. Yours has to name the right product and the right price.
A reply with nothing behind it tells the customer to 'visit our website' and answers nothing. Hella's AI agents are given your products, your brand voice and your own notes before they write, and each reply shows which of those it used.
What a reply is built from
Four layers, each one on top of the last.
The same customer question, answered with each layer added. Two of the layers come from Aura, if you use it.
- 01The AI model, on its ownPolite, quick and empty. No product, no price, the same answer any shop anywhere would give.Never used alone
- 02What your kind of business is likeHow your category sells, what buyers usually ask, what never to promise, and the Indian facts general AI gets wrong. Read fresh for each reply.From Aura
- 03Your brand and your productsThe voice and rules you set once, and your products with their real price bands. Now the reply names real things.From Aura
- 04Your notes and correctionsOpening hours, delivery areas and policies you keep in Hella, and every correction your team makes, folded back in.Kept in Hella
You choose
Each source is a switch, and none is on unless you turn it on.
Each one adds a little to what every reply costs to write, so an agent reads only what you have switched on.
From Aura
Brand voice
Your tone, your persona and the words you never use.
From Aura
Products
Your products and their price bands, the first forty of them.
From Aura
Industry guidance
What sells in your category, only for the topics a question needs.
From Hella
Order history
This customer's own past orders, and nobody else's.
From Hella
Local notes
Hours, delivery areas and policies, in your own words.
A person stays in charge
It drafts. Your team decides what is sent.
Drafts first
Every new agent leaves its reply in the inbox for a person to read, change and send.
Some words always reach a person
Refund, complaint, manager and any words you add go straight to your team, before the AI sees the message.
Sending on its own is your call
If an agent has earned it, you can let it send without a check. That is set one agent at a time.
If Aura cannot be reached
The agent answers with what it has, marks the reply as incomplete, and holds it for a person instead of sending.
Every reply shows its sources
When an answer looks odd, you can see what the agent read before it wrote it, and fix that.
Before you ask
AI reply questions, answered plainly.
Do Hella's AI replies need Aura?
No, but they are better with it. On its own, a Hella AI agent works from what Hella holds: your notes, quick replies and each customer's order history. Connecting Aura adds your brand voice, your products with their price bands and guidance about your category, which is what lets a reply name the right product.
How do I stop a Hella AI agent from sending a wrong reply?
Leave it on drafts, which is how every agent starts: a person reads each reply before it goes. Words like refund, complaint and manager always go to a person first. Each reply also lists what the agent read, so you can see why it said what it did and fix the source.
Are my customers' WhatsApp chats used to train AI?
No. Conversations, contacts and orders in Hella belong to your business and are not used to train AI models, Shankh Labs' or anyone else's. When an AI reply is drafted, only what that reply needs is sent to the AI provider.
Want to see it answer your customers' questions?
Send us three questions your customers ask most. We will show you the replies, sources and all.