In short: Actions let Dolores AI do things in your account, not just reply. For example, it can assign a chat to a team, add the customer to a list, or send data to your CRM. You write a plain-language description of when to run the action, and Dolores decides during the chat.
Set up an action
- Open the Dolores AI page and go to the Actions tab (
פעולות). - Click Add integration (
+ הוספת אינטגרציה). - In When should Dolores do this?, describe the situation in plain language.
- Under Perform the following actions, choose an operation. Click Add operation to add more.
- Click Save.
Actions run only while Dolores is active. If the page doesn’t show Active, click Activate AI.
What an action can do
- Assign the chat to an agent or a team, or remove the assignment.
- Change the chat status, for example to Waiting for Agent or Closed.
- Add the customer to a list or remove them from one.
- Add an internal note. The customer doesn’t see it.
- Start or stop a chatbot for the customer.
- Send an HTTP request to an external system, such as a CRM or a Google Sheet, with details from the chat.
One action can include several operations. They all run when the description matches.
Write a description that works
Write it like an instruction to a new employee. Two or three sentences is enough.
- Be specific: name what the customer actually writes.
- Set boundaries: also say when not to run it.
- Avoid overlap: two actions that match the same chat can both run.
| Weak | Strong |
|---|---|
| “When the customer wants to buy” | “When the customer says they want to order, or asks about payment or shipping. Not when they only ask about price.” |
| “When they need an agent” | “When the customer writes ‘I want to talk to a person’, or asks the same question twice without a good answer.” |
After every change, open the Playground and try one chat that should trigger the action and one that shouldn’t.
Common questions
The action never runs
Check that Dolores is active and that the action has at least one operation saved. If both are fine, rewrite the description with real phrases customers use.
The action runs at the wrong time
The description is too broad. Add the cases where it should not run.
Dolores ran the action but didn’t answer the customer
Say it in the description, for example: “Tell the customer an agent will reply soon, then assign to the support team.”
The HTTP request doesn’t reach my system
Check that the URL uses HTTPS, the system accepts POST, and the data format matches what it expects. See the webhooks guide for more.