In short: A chatbot runs only when something attaches it to a customer’s conversation. That can be a keyword, a default bot for all customers, an assignment, a campaign, an automation, Dolores AI or an agent. Only one bot is active on a conversation at a time.
Ways to start a bot
| Trigger | Where to set it | Good for |
|---|---|---|
| Keyword | Bot settings, Bot keyword | Customers starting a flow themselves, for example from a link or QR code |
| Default bot for all customers | Chatbots list page, Activate the bot for all customers (הפעלת הבוט על כל הלקוחות) |
A main menu for every new inquiry |
| Lists or specific customers | Bot settings, Chatbot assignment | Different bots for different audiences, or testing |
| Campaign bot | Campaign form, Send as campaign bot (Pro and up) | Handling replies to a campaign |
| Drip stage or automation | The assign chatbot action | Starting a bot as one step in a process |
| Dolores AI action | Dolores Actions tab, Activate chatbot | Handing off when Dolores spots an intent |
| Agent in the chat | Robot icon in the chat header | Starting or stopping a bot by hand |
Rules that matter
- Keywords are exact matches. The whole message must equal the keyword (case and extra spaces are ignored). “menu” starts the bot, “show me the menu” does not.
- One keyword, one bot. Two bots can’t share the same keyword.
- Default bot: runs when a customer with no bot sends a new message, meaning a new customer or more than 8 hours since the last message.
- The bot service must be on. Check Service status on the chatbots list page, and make sure the bot itself is active.
- Who wins: a campaign bot, a Dolores action or a manual start replaces the bot that was running. A campaign without a bot turns off the running bot.
Bot replies are free-form messages that Meta charges as service messages. See Paying Meta and WhatsApp Messaging Costs.
Common questions
Customers type the keyword but the bot does not start
Make sure they send only the keyword, the bot is active and the bot service is on. If the bot is assigned to lists, the customer must be in one of them.
How do customers learn the keyword?
Put it in a WhatsApp link with ?text=, a QR code, or a quick reply button on a template.
Do bot runs use up my plan?
No. Your plan limits the total number of steps you build across all bots, not how many times they run.
Dolores does not start the bot
Make the description in “When should Dolores do this?” concrete, with examples of what customers actually say.