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Customer SupportRetail & E-commerceTechnologyHealthcareFinancial ServicesSchools & EducationTelecommunications
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Welcome to Dolores

Dolores is an AI-powered customer support platform that helps you automate customer interactions across chat, phone, and email channels.

Quick Start

  1. Sign up at the login page with your company name, email, and password — or use Sign in with Google / Sign in with Microsoft
  2. Verify your email — check your inbox for a verification link (OAuth sign-ups are verified automatically)
  3. Enter training mode — your first project "My Project" is created automatically in training mode
  4. Train your AI — upload documents, chat with Dolores in training mode, or add knowledge manually
  5. Switch to normal mode — once trained, switch to normal mode and your AI is ready to serve customers

Key Concepts

  • Projects — All your data is organized under projects. Switch between projects using the dropdown in the header.
  • Training Mode — In this mode, you teach Dolores by chatting with it or uploading files.
  • Normal Mode — In this mode, Dolores serves customers using the knowledge it learned during training.

Training Your AI

Chat Training

The most natural way to train Dolores is through conversation:

  1. Make sure you're in Training Mode (toggle in the chat toolbar)
  2. Tell Dolores information about your business, products, policies, etc.
  3. Dolores will automatically save this as knowledge items
  4. You can also tell Dolores how to behave: "Always greet customers by name"

File Upload

Upload documents to extract knowledge automatically:

  1. Go to the Files tab
  2. Click Upload and select your file (PDF, DOCX, TXT, or audio files)
  3. Dolores will extract knowledge items from the document
  4. Review the extracted items in the Knowledge tab

Supported formats: PDF, DOCX, TXT, MP3, MP4, WAV, WEBM, OGG, FLAC, AAC, M4A

Duplicate Detection

When you upload similar content, Dolores uses multi-layer duplicate detection: exact topic matching, semantic similarity, and AI-powered concept comparison.

Knowledge Base

The knowledge base is the core of Dolores's intelligence.

Viewing Knowledge

Go to the Knowledge tab to browse all knowledge items. You can search, edit, delete, or export your knowledge base as CSV or JSON.

Categories

  • Product — Information about your products or services
  • Policy — Business policies (returns, shipping, warranty, etc.)
  • Troubleshooting — Common issues and solutions
  • General — Everything else

History & Rollback

Dolores tracks all changes to the knowledge base. Go to Knowledge > History to view changes or roll back.

Tools

Tools extend Dolores's capabilities by connecting to external APIs.

System Tools

  • Transfer to Agent — Transfers phone calls to a live human agent

Custom Tools

Create your own tools that call external APIs. Go to the Tools tab and click + Add Tool. Specify the name, description, type (API or MCP Server), input schema, and execution config.

Once created, Dolores will automatically use tools when relevant during conversations.

Email Support

Dolores can monitor a customer-facing email inbox and automatically reply to incoming messages.

Setting Up

  1. Open the Email tab in the sidebar
  2. Click Connect Gmail or Connect Outlook and authenticate with your provider
  3. Once connected, Dolores polls your inbox for new messages and replies automatically using its knowledge base

How It Works

  • Incoming emails are processed through the same AI pipeline as chat and phone
  • Replies are sent in the same thread so the conversation stays organized
  • Email sessions appear in the Sessions tab alongside chat and phone sessions

Forward to Agent

When Dolores determines an email conversation needs human attention, it forwards the thread to a configured agent email address with a summary and reason for escalation. Once forwarded, Dolores stops auto-replying — the human agent owns the conversation. Configure the agent email in the transfer-to-agent tool settings.

Phone Support

Dolores can handle inbound phone calls with AI-powered voice conversations.

Setting Up

  1. Open Deploy → Phone Number in the sidebar
  2. Search for available phone numbers
  3. Assign a number — it will be automatically configured
  4. Customize the greeting that callers hear

Note: Trial accounts are limited to 1 phone number. Paid accounts can purchase up to your tenant's configured maximum.

Call Transfer

When Transfer to Agent is enabled, Dolores can transfer the call to a live agent based on configured conditions, with a summary of the conversation.

Conversation Logs

View all customer interactions in the Sessions tab.

Tabs

  • Calls — Phone call sessions with phone number, date, duration, message count
  • Chats — Web chat sessions with user email, date, message count, and mode
  • Review — AI-flagged conversations that need human attention

Click any session to expand and read the full conversation.

Notable Conversations

Dolores automatically reviews completed conversations and flags ones that may need attention. Flagged sessions show reason tags like "unresolved_issue", "frustration_detected", or "knowledge_gap". Phone sessions are reviewed when the call ends; chat and email sessions are reviewed after 10 minutes of inactivity. Admins can mark flagged sessions as resolved.

Link Click Tracking

All URLs in outbound messages are automatically shortened and tracked. You can see which links customers clicked on and which messages drove engagement.

Pricing

Pay As You Go

  • $0.099 per minute for voice call handling
  • $0.006 per message for chat and email
  • No monthly minimums or commitments
  • Only pay for what you use
  • Internal and training sessions are not billed

Enterprise

For high-volume users or teams needing custom integrations, contact us for a tailored plan with custom per-minute and per-message rates.