Exactly what hola. is built from, where every answer comes from, and what it does when it doesn't know. Plain enough for an owner, detailed enough for whoever handles your tech.
Every message a guest or buyer sends goes through the same path. Nothing is hidden, and nothing is pulled from the open internet.
flowchart TB V["Guest or buyer
WhatsApp · website chat"] --> C subgraph HOLA ["hola."] direction TB C["The conversation so far"] S["Your source of truth
listings · rooms · rates · policies"] R["Your rules
voice · questions · guardrails · hand-off"] M(["Language model"]) C --> M S --> M R --> M end F["Your website · spreadsheet · PDFs"] -. "kept current" .-> S M -->|"answer in seconds"| V M -->|"needs a person"| T["Your team takes over the chat"] M -->|"every morning, 6 a.m."| B["Lead brief on your WhatsApp"] classDef model fill:#EAF0FF,stroke:#3E6BFF,color:#161A21; class M model;
WhatsApp Business on the number your clients already know, plus a chat on your website. Your team can open any conversation and take over at any moment.
Your listings or rooms, rates, policies and extras, turned into one clean document you approve. We set it up to stay current from wherever your information already lives.
Your tone, the questions you want asked, what counts as a hot lead, and what always goes to a person. The guardrails (never invent, never negotiate, no legal advice, honest about being digital) are built in, not bolted on.
On every single message, the model reads the conversation, your full source of truth and your rules, then writes the reply. It runs on a provider that does not train on your conversations.
When a conversation needs a person, hola. says so and passes it on with the context. Every morning at 6 a.m. you get a brief per lead: who, what they want, budget or dates, and the next step.
For a brokerage or a boutique hotel, everything you approve fits in front of the model on every message. Nothing has to be searched for, so nothing can be missed by a search. For much larger knowledge bases (hundreds of documents) we add retrieval search. That's on the roadmap below, not hidden in this diagram.
The same cycle runs for every message. The checks happen before the reply is written, not after.
sequenceDiagram
autonumber
participant B as Buyer
participant H as hola.
participant S as Source of truth
participant T as Your team
B->>H: Is Lote del Sol still available?
H->>S: Read approved listings and rules
S-->>H: Lote del Sol · 1,254 m² · titled · $439,000
Note over H: Is it in the inventory? Does this need a person?
H-->>B: Yes. 1,254 m², titled, $439,000. Building or investing?
B->>H: A home, cash, around $450k.
H-->>B: Offers Thursday 10:00 or Friday 14:00
B->>H: What would the seller take?
Note over H: Negotiation → hand-off rule
H-->>B: That's for our agents. Best WhatsApp to reach you?
H->>T: Hand-off with the full conversation
H->>T: 6:00 a.m. lead brief
Your people are better at judgement, negotiation and care. hola. is better at being there at 11:47 p.m. with the right price. The point is to use each for what it does best.
| Busy front desk | hola. | |
|---|---|---|
| Nights and weekends | Waits for morning | Answers in seconds |
| English ↔ Spanish | Depends who's on shift | Native in both, switches mid-chat |
| Prices and details | From memory, or a tab they have to find | Reads the approved source on every message |
| Same question, tenth time | Tired, shorter, sometimes different | Same facts every time |
| Negotiation, judgement, upset clients | Your team, always | Hands off with the context |
| Final confirmation | Your team | Collects everything, never confirms on its own |
There's no software for you to learn. We build it, you approve it, and nothing reaches a client until you've said yes.
Send us your website, a spreadsheet or a folder of PDFs. Whatever you have works.
WhatsApp Business on your existing number, and a chat on your website.
A short questionnaire: your tone, the questions you want asked, what counts as a hot lead, what always goes to a person.
You get a free demo on your real information first. Message it like a client would.
A person answering at the end of a long day recalls prices from memory, retypes details from another tab, and sometimes gives the tenth client a shorter answer than the first. hola. reads your full approved information on every message, so the price it quotes is the price in your source, at 3 a.m. the same as at 3 p.m.
hola. is told to answer only from the information you approved. If the answer isn't there, it doesn't fill the gap. It follows the rule for that situation:
Language models can describe a true fact too generously. In our own testing, hola. once called a lot that's an 8-minute walk from the beach "beachfront". The price, size and title were right. The adjective wasn't.
So we don't promise perfection. We build for it to be caught:
hola. is a WhatsApp receptionist built on your listings or rooms, your rules and your voice. English and Spanish, day and night, with your team one message away.
It quotes your prices and your policies, and says so when something isn't there.
Negotiation, legal questions and upset clients go to your team, with the conversation attached.
It switches the moment your client does, so no one gets a translated-sounding reply.
No software to learn. We set it up, you approve it, and we keep improving it.
Generic chatbots answer a list of FAQs. hola. is built for one business at a time: your inventory kept current, your qualification questions, your hand-off rules and a brief on your phone every morning. It's set up by a team in Nosara that sells real estate and shoots for hotels on this coast, and knows what a buyer at 11:47 p.m. actually asks.
Both use the sample businesses from our live demo. Every fact in the replies comes from the panel beside them.
Playa Norte Realty, a sample brokerage. Sarah booked Thursday 10:00 at Lote del Sol and writes back in the same chat.
Casa Marea Hotel, a sample 12-room boutique hotel. Three policies apply to one message.
These aren't in the standard plan today. Some we build on request as a separate project. Before you sign, we'll tell you exactly which ones exist for your build.
Viewings and leads written straight into Google Calendar, HubSpot or Airtable, with a check before anything is saved.
Live room availability and reservations through your booking engine, instead of a request your team confirms.
The same receptionist answering your phone line, in both languages.
For knowledge bases too large to read in full on every message: hundreds of documents, manuals, contracts.
Recognising a number across separate conversations and recalling their history from your CRM.
Taking money involves holding client funds in Costa Rica, so we'd scope it with your accountant and attorney first.
Send us your website or listings on WhatsApp. We'll build your free demo on your real information and send you the link.