Kommo AI terms

These Kommo AI terms describe the terms, rules, limitations, and conditions that apply to Customer’s access to and use of artificial intelligence-powered features, tools, packages, credits, and functionality made available by Kommo as part of the Services (“Kommo AI”).

These Kommo AI terms supplement and form part of the Kommo terms of Use or other applicable agreement governing Customer’s use of the Services (the “Agreement”). Kommo’s Privacy Policy, Refund Policy, Acceptable Use Policy, applicable product-specific terms, order forms, package descriptions, pricing pages, documentation, and billing terms may also apply to Customer’s use of Kommo AI.

If there is a conflict between these Kommo AI terms and the Agreement, these Kommo AI terms apply only with respect to Customer’s use of Kommo AI, unless the Agreement expressly states otherwise. Capitalized terms not defined in these Kommo AI terms have the meanings given to them in the Agreement.

Use of Kommo AI is subject to these Kommo AI terms.

Kommo AI means any artificial intelligence-powered or AI-assisted features, tools, and functionality made available by Kommo as part of the Services from time to time, including AI agent, Kommo Copilot, Analyst mode, AI-generated suggestions, summaries, recommendations, reports, workflow assistance, and other AI features.

Kommo AI is provided as assistive technology. Customer remains responsible for configuring, reviewing, approving, and lawfully using Kommo AI and any outputs generated or assisted by Kommo AI.

“AI agent” means Kommo’s AI-powered automation tool made available as part of Kommo AI for assisting with client communications, booking, workflow automation, and related CRM functionality.

“Analyst mode” means Kommo’s AI-assisted analytics functionality that may analyze available Customer Content, CRM data, usage data, communication data, pipeline data, performance metrics, or other supported information to generate insights, reports, trends, forecasts, recommendations, or other analytics-related AI Outputs.

“Kommo Copilot” means Kommo’s AI-assisted functionality that may provide contextual assistance, explanations, recommendations, workflow guidance, configuration support, data retrieval, text generation, action assistance, or other product-related assistance within the Services.

“AI Credit Package” means a paid or free package that provides a fixed amount of Credits for eligible Kommo AI functionality during the applicable usage period or package period.

“AI Output” means any output, suggestion, reply, summary, rewritten text, classification, recommendation, insight, report, forecast, preview, task draft, action, or other result generated or assisted by Kommo AI.

“Billing Interface” means the Kommo billing page, checkout flow, order form, invoice flow, administrative interface, or any other purchasing interface approved by Kommo.

“Credits” means internal units used solely to measure and track consumption of eligible Kommo AI functionality. Credits are only a usage metric. Credits have no cash value, are not legal tender, are not electronic money, are not stored value, are not a gift card, are not a deposit, and are not redeemable or exchangeable for money or money equivalent.

“Customer Content” means any data, text, files, messages, prompts, instructions, Knowledge Sources, CRM data, product data, order data, integration data, End User data, usage data, or other content submitted to, uploaded to, generated in, or made available through the Services by or on behalf of Customer.

“Eligible Kommo AI Functionality” means Kommo AI features, actions, requests, generations, previews, processing events, or other functionality that Kommo designates from time to time as consuming Credits or Usage Limits.

“End User” means any client, lead, contact, website visitor, customer, prospect, user, employee, contractor, representative, or other person who interacts with Customer through the Services or whose data is processed through the Services.

“Knowledge Sources” means files, documents, URLs, text entries, product data, order data, integration data, CRM data, and other supported sources that Customer uploads, connects, creates, enables, or otherwise makes available for use with Kommo AI.

“Package Period” or “Usage Period” means the period during which an AI Credit Package, Credits, Usage Limits, or other paid Kommo AI functionality is available for use, as stated in the Billing Interface, order form, pricing page, package description, or applicable billing terms. Unless expressly stated otherwise, unused Credits and Usage Limits expire at the end of the applicable Package Period or Usage Period and do not roll over.

“Usage Limits” means Credits, quotas, rate limits, storage limits, parsing limits, preview limits, generation limits, package limits, plan-based restrictions, account-level limits, global limits, and other technical, operational, or commercial limits applicable to Kommo AI.

Depending on availability, Customer’s subscription plan, package, configuration, region, billing status, Usage Limits, and applicable product rules, Kommo AI may include some or all of the following features:

• AI agent, which may process incoming client messages, generate and send replies, use connected Knowledge Sources and integrations, and perform configured CRM actions;
• AI reply suggestions, which may generate suggested responses to incoming client messages based on available sources, conversation context, Customer configuration, and other available information;
• AI writing assistance, which may rewrite, shorten, expand, simplify, correct, or adjust the tone of text entered by users;
• AI summaries, which may generate summaries of conversations, unanswered questions, and other conversation-related information;
• Kommo Copilot, which may assist users with navigating, understanding, configuring, analyzing, or using the Services, including by providing contextual suggestions, explanations, recommendations, workflow guidance, configuration support, data retrieval, text generation, or action assistance based on available account data, user input, Customer Content, and supported product functionality;
• Analyst mode which may analyze Customer Content, CRM data, usage data, communication data, pipeline data, performance metrics, and other available information to generate summaries, insights, reports, trends, forecasts, recommendations, or other analytics-related AI Outputs;
• AI task suggestions, which may analyze a specific conversation or message selected by a user to determine whether it contains a potential task and may create suggested task drafts, including task text, deadline, task type, or related information;
• Knowledge Sources, which may allow Customers to upload, connect, create, update, delete, enable, disable, unlink, or manage sources used by Kommo AI.

Kommo AI may process Customer Content and other information submitted to, generated by, or made available through the Services, including prompts, instructions, messages, conversation content, CRM data, lead data, contact data, user-entered text, uploaded files, URLs, text sources, product information, order information, integration data, generated outputs, usage data, logs, analytics, and related metadata.

Customer is responsible for ensuring that it has all rights, permissions, licenses, notices, consents, and lawful bases required to submit, upload, connect, use, disclose, transfer, and process Customer Content through Kommo AI.

Customer is responsible for ensuring that Customer Content, Knowledge Sources, prompts, instructions, workflows, templates, and integration data are accurate, lawful, relevant, complete, up to date, and appropriate for the intended use. Inaccurate, incomplete, outdated, ambiguous, or conflicting Customer Content may result in inaccurate, incomplete, outdated, ambiguous, or conflicting AI Outputs.

Customer is responsible for ensuring that its use of Kommo AI complies with applicable privacy, data protection, telecommunications, consumer protection, marketing, platform, and AI-related laws and regulations, including those applicable in the jurisdictions where Customer, its users, and End Users are located.

Customer is responsible for providing all legally required notices, obtaining all legally required consents, and implementing any required protections for automated processing, profiling, automated decision-making, AI transparency, human review, opt-outs, impact assessments, transfer assessments, or other safeguards required for Customer’s specific use of Kommo AI.

Customer must not use Kommo AI in a manner that would require Kommo to comply with sector-specific laws or regulated data regimes unless such use is expressly supported by Kommo in writing.

Kommo AI may use third-party artificial intelligence providers, model providers, infrastructure providers, hosting providers, analytics providers, security providers, monitoring providers,APIs, and other service providers or subprocessors to provide, maintain, secure, troubleshoot, monitor, improve, and support Kommo AI.

Customer Content and other information processed by Kommo AI may be shared with such providers as necessary to provide Kommo AI and the Services, subject to Kommo’s Privacy Policy and applicable law.

AI providers and models are configured by Kommo and may not be selected, changed, or controlled by Customer unless Kommo expressly makes such controls available. Kommo may change, replace, add, remove, or discontinue providers, models, infrastructure, configurations, or components from time to time, subject to applicable contractual and legal requirements.

Unless Kommo expressly states otherwise in writing, Kommo AI is not designed to allow Customer to select a specific model provider or require that a specific model, model version, or provider remains available.

Customer is solely responsible for:

• configuring Kommo AI features, including AI agent settings, channels, pipeline stages, triggers, actions, persona, tone, reply language, delay settings, communication guidelines, Knowledge Sources, integrations, workflows, templates, approval flows, guardrails, escalation rules, and automation rules;
• reviewing, testing, supervising, and monitoring Kommo AI before and after enabling it;
• ensuring that Customer Content, Knowledge Sources, prompts, instructions, workflows, templates, and integration data are accurate, lawful, up to date, and appropriate;
• ensuring that its use of Kommo AI complies with applicable laws, regulations, industry rules, platform policies, messaging rules, marketing rules, privacy obligations, contractual obligations, and obligations to users and End Users;
• reviewing, validating, approving, editing, rejecting, supervising, and monitoring AI Outputs and AI-assisted actions;
• determining whether human review is required before using, sending, publishing, relying on, or acting upon any AI Output;
• ensuring that Kommo AI is not used for prohibited, unlawful, deceptive, harmful, unsafe, discriminatory, abusive, or high-risk purposes;
• maintaining appropriate human oversight where required by law or appropriate for the use case;
• ensuring that users authorized to use Kommo AI understand its capabilities, limitations, risks, and configuration requirements.

Customer is fully responsible for how Kommo AI is used by its employees, contractors, agents, administrators, authorized users, and any third parties acting on its behalf.

Kommo AI may generate AI Outputs based on available information, model behavior, Customer configuration, connected Knowledge Sources, prompts, user input, conversation context, and other relevant data.

AI Outputs are generated automatically and probabilistically. AI Outputs may be inaccurate, incomplete, outdated, inconsistent, misleading, offensive, biased, hallucinated, delayed, unavailable, or otherwise unsuitable for Customer’s intended use.

Kommo does not guarantee that Kommo AI or any AI Output will be accurate, reliable, lawful, available, secure, complete, non-infringing, appropriate, commercially useful, fit for a particular purpose, or free of errors.

Customer must independently review, verify, and determine the suitability of all AI Outputs before using, relying on, sending, publishing, or acting on them.

Customer must not use Kommo AI as the sole basis for payment instructions, bank details, legally significant communications, contractual commitments, financial decisions, compliance determinations, safety-related decisions, healthcare-related decisions, employment decisions, credit decisions, insurance decisions, housing decisions, educational decisions, migration-related decisions, public benefit decisions, or other high-risk matters without appropriate human review, independent verification, and all legally required safeguards.

Kommo AI is not intended to replace professional judgment, legal review, compliance review, customer support oversight, sales supervision, or human decision-making where such review or oversight is required or appropriate.

Customer is responsible for providing all legally required notices and obtaining all legally required consents before using Kommo AI.

This includes, where required by applicable law, informing End Users that they are interacting with, receiving responses from, or being assisted by an AI-powered or automated system.

Customer is responsible for ensuring that any required AI transparency notice is clear, timely, understandable, and appropriate for the relevant channel, language, jurisdiction, audience, and context.

Customer is responsible for ensuring that its privacy notices, consent mechanisms, internal policies, client-facing disclosures, communication practices, and contractual arrangements accurately describe its use of Kommo AI, including automated replies, AI-generated suggestions, conversation summaries, Knowledge Sources, integrations, data sharing, CRM automation, AI-assisted analytics, Kommo Copilot functionality, and international data transfers.

Customer is responsible for determining whether additional disclosures, opt-outs, consent mechanisms, human review rights, records, impact assessments, legitimate interest assessments, data protection impact assessments, transfer assessments, or safeguards are required for its specific use of Kommo AI.

Customer must not mislead End Users into believing that they are communicating with a human where disclosure of automation or AI assistance is required by applicable law, platform policy, or the circumstances of the interaction.

AI reply suggestions may generate suggested responses to incoming client messages based on available conversation context, Customer configuration, enabled Knowledge Sources, and other supported information. Suggested replies are provided for convenience only and must be reviewed, edited, approved, sent, or rejected by Customer’s users. AI reply suggestions may be unavailable, incomplete, inaccurate, or unsuitable where there is insufficient context, unsupported language, missing configuration, Usage Limit issues, unavailable sources, or technical unavailability.

AI writing assistance and AI rewrite suggestions may help users rewrite, expand, simplify, correct, or change the tone of text entered into Kommo. These features may process user-entered text and generate alternative versions for convenience only. Customer’s users are responsible for reviewing any rewritten or suggested text before use or sending. These features may be limited by supported contexts, languages, message types, character limits, account configuration, Usage Limits, or technical availability.

AI summaries may generate summaries of conversations, unanswered questions, or other conversation-related information where supported. AI summaries may omit, misinterpret, reorder, or incorrectly summarize relevant information and may be unavailable where there is insufficient context, unsupported language, Usage Limit issues, or technical unavailability. Customer’s users are responsible for reviewing summaries before relying on them.

AI task suggestions may analyze a selected conversation or message to determine whether it contains a potential task and may generate a suggested task draft. Task suggestions are not guaranteed to detect every task, commitment, deadline, or follow-up obligation and may be inaccurate, incomplete, unavailable, or unsuitable. Customer’s users remain responsible for reviewing, creating, assigning, and managing tasks in the Services.

Kommo Copilot may provide contextual assistance, explanations, recommendations, workflow guidance, configuration support, text generation, summarization, data retrieval, action assistance, or other product-related assistance within the Services. Kommo Copilot may process user input, Customer Content, CRM data, conversation data, account context, product configuration, and other supported information to generate AI Outputs or assist users with supported workflows. Customer and its users remain responsible for reviewing, confirming, approving, or rejecting any Kommo Copilot output or action before relying on it or applying it.

Analyst mode may analyze Customer Content, CRM data, communication data, pipeline data, usage data, performance metrics, and other available information to generate summaries, insights, reports, trends, forecasts, recommendations, or other analytics-related AI Outputs. Analyst mode outputs may be based on incomplete, delayed, inaccurate, outdated, or limited underlying data and may depend on Customer configuration, data quality, available integrations, system availability, and model behavior. Customer is responsible for reviewing and validating Analyst mode outputs before relying on them for business, operational, financial, sales, marketing, staffing, compliance, forecasting, or other decisions.

AI agent is an AI-powered automation tool that processes incoming client messages and generates responses based on configured communication rules, connected Knowledge Sources, product data, integrations, selected channels, pipeline stages, triggers, actions, and other Customer settings.

AI agent may use large language model technology to interpret client messages and respond in natural language. AI providers and models are configured by Kommo and may not be changed by Customer unless Kommo expressly makes such functionality available.

AI agent is intended to assist with client communications, responding to inquiries, qualifying leads, routing conversations, using Knowledge Sources, recommending relevant products or services, and performing configured CRM actions. AI agent is not intended for internal workflow automation unrelated to client communication unless expressly supported by Kommo.

Depending on configuration, availability, plan, package, integrations, and applicable limits, AI agent may: respond to messages, use Knowledge Sources, qualify leads, provide product/order information, perform configured CRM actions, escalate to human.

Customer is responsible for configuring AI agent, including its name, status, persona, role, tone, reply length, reply language, response delay, chat guidelines, Knowledge Sources, product access, integrations, actions, channels, pipeline stages, triggers, and other available settings.

AI agent may respond only in the channels and pipeline stages selected in the AI agent settings, subject to technical availability, Customer configuration, subscription plan, package limits, connected integrations, and applicable restrictions.

AI agent may be activated only if the required configuration conditions are met, including at least one valid channel and pipeline stage combination where applicable. Activation may create or modify triggers that control when AI agent starts responding.

Only authorized users may enable, disable, configure, or manage AI agent, depending on Customer’s account settings, plan, and user permissions.

Customer is responsible for testing AI agent before activation and monitoring its operation after activation. Preview, testing, or simulation functionality does not guarantee that AI agent will behave identically in live conversations.

AI agent is triggered according to Customer’s configuration, including enabled channels, pipeline stages, triggers, conditions, and applicable rules. AI agent generally responds to incoming direct client messages and does not respond to internal notes or comments unless Kommo expressly supports such functionality.

Once an AI agent is activated in a conversation, it may continue responding in that conversation according to its configured logic until the conversation is closed, the AI agent is stopped for that conversation, the AI agent is disabled, applicable limits are reached, the conversation is transferred or escalated where applicable, or another stopping condition applies.

Moving a lead to another pipeline stage may not stop AI agent from continuing an already active conversation. If a new conversation is created in a pipeline stage where no AI agent trigger is configured, AI agent may not be activated for that new conversation.

Messages received while the AI agent is turned off may not be processed after reactivation. Restarting the AI agent does not guarantee that missed messages will be processed.

Closing a conversation may reset its state. When a new message is received after closure, the AI agent may be triggered again if the configured conditions are met.

AI agent may not automatically react to pipeline stage changes unless configured functionality expressly supports such behavior. AI agent availability and behavior may depend on active triggers, selected channels, selected pipeline stages, Usage Limits, active agent limits, billing status, and package status.

AI agent may reply in the language selected in its settings. Where a “match incoming message” or similar setting is available and enabled, AI agent may attempt to reply in the language used in the incoming message. If the language cannot be determined, AI agent may use the configured account language, selected reply language, user interface language, or other default behavior determined by Kommo.

Response delay settings may define only the waiting period before response generation begins. Actual response time may be longer depending on message complexity, Knowledge Sources, actions, integrations, third-party provider performance, service availability, and other factors.

Unless expressly supported, AI agent processes text messages only. Attachments, images, videos, files, voice messages, public social media comments, or other non-text inputs may be unsupported or may not be interpreted. Voice message support, where available, may depend on plan, configuration, limits, and technical restrictions.

AI agent may lack contextual awareness of time, URL, customer location, browsing context, lead card context, or other information unless such information is expressly made available through supported functionality. AI agent may not be able to read certain CRM data and may be able only to write or update certain CRM fields through configured actions.

Depending on Customer’s configuration, subscription plan, enabled features, and applicable limits, AI agent may perform configured actions in Kommo, including changing lead stages, adding or removing tags, assigning responsible users, filling CRM fields, launching bots, creating tasks, escalating conversations, creating summaries, or performing other actions made available by Kommo.

AI agent Actions may be performed automatically based on AI interpretation of client messages, configured conditions, available Knowledge Sources, Customer instructions, integrations, and other settings.

Customer is solely responsible for configuring, testing, supervising, and monitoring AI agent Actions. Incorrect, incomplete, conflicting, outdated, or unclear configuration may result in unintended actions, incorrect CRM updates, missed actions, duplicate actions, delayed actions, unavailable actions, or other undesired results.

Some actions may be unavailable depending on Customer’s subscription plan, package, billing status, account configuration, channel, pipeline stage, integration status, or feature availability. If an action is unavailable, AI agent may not perform it, and new unavailable actions may not be configurable.

CRM actions performed by AI agent are generally internal and may not be visible to End Users unless Customer configures a separate message, bot, or communication step. Customer is responsible for determining when an End User-facing message is required.

Kommo is not responsible for business decisions, losses, missed opportunities, incorrect CRM updates, unintended automation results, or other consequences arising from Customer’s configuration, instructions, Knowledge Sources, integrations, or failure to monitor AI agent, except to the extent required by applicable law.

AI agent may not respond or may stop responding if, for example, AI agent is turned off, no configured condition matches, the selected channel is not enabled, the current pipeline stage is not enabled, the relevant integration is disconnected, the applicable AI Credit Package, Usage Limit, or subscription has expired, Usage Limits have been reached, active agent limits have been reached, billing is inactive, the channel is unavailable, the message type is unsupported, or temporary internal or third-party errors occur.

AI agent response quality may depend on Customer configuration, Persona settings, guidelines, Knowledge Sources, product data, integration data, message clarity, model behavior, and available context. Repetitive, duplicate, inconsistent, or incorrect replies may occur if configuration overlaps, conflicts, sources are generic or insufficient, or instructions are unclear.

AI agent should not be used for critical or sensitive numeric data, deterministic legal commitments, regulated advice, emergency communications, safety-critical communications, or other contexts where inaccuracies, delays, or failures could cause significant harm without appropriate safeguards and human review.

Where Kommo makes multi-agent management available, Customer may create, duplicate, delete, configure, enable, disable, and manage multiple AI agents within one account, subject to plan-based limits, package limits, active agent limits, technical restrictions, and other Usage Limits.

Multiple AI agents may operate in different pipeline stages, channels, or configurations, but overlapping or conflicting configurations may be restricted or rejected by Kommo. Customer is responsible for reviewing multi-agent configurations, avoiding overlapping responsibilities, and ensuring that each AI agent is assigned to appropriate channels, stages, sources, and actions.

Customer may upload, connect, create, update, delete, enable, disable, unlink, or otherwise manage Knowledge Sources for use with Kommo AI, including files, URLs, text entries, product data, integration data, and other supported source types.

Customer is responsible for ensuring that Knowledge Sources are accurate, lawful, relevant, complete, up to date, non-infringing, and appropriate for the intended use, and that Customer has all rights, permissions, notices, consents, and lawful bases required to use them with Kommo AI.

Kommo does not guarantee that Knowledge Sources will be parsed, extracted, updated, interpreted, connected, synchronized, or used correctly. Knowledge Sources may be rejected, limited, truncated, unavailable, incomplete, outdated, or incorrectly parsed due to plan limits, package limits, format, size, structure, language, technical availability, third-party restrictions, or other limitations.

Where supported, Kommo AI may use CRM product data, order data, tracking information, integration data, and other available information to generate AI Outputs or perform supported actions.

Customer is responsible for ensuring that product information, order information, integration data, permissions, and related disclosures are accurate, complete, up to date, lawful, and appropriate for use with Kommo AI.

Kommo does not guarantee that product data, order data, integration data, synchronization, currency display, stock status, pricing, tracking links, or other integration-based information will be accurate, current, complete, or available at all times.

Kommo may provide internal support, administrative controls, monitoring tools, account-level controls, global controls, usage tracking, and other administrative mechanisms to operate, troubleshoot, secure, limit, disable, restore, or support Kommo AI.

Kommo may enable, disable, restrict, reset, throttle, or otherwise control access to Kommo AI globally, by account, by feature, by plan, by region, by customer, or by use case where Kommo reasonably determines that such action is necessary for billing, support, security, abuse prevention, service protection, legal compliance, operational stability, excessive usage control, or service improvement.

Kommo may monitor Kommo AI usage, errors, consumption, limits, and availability for billing, security, support, abuse prevention, troubleshooting, legal compliance, and service improvement purposes, subject to applicable law and Kommo’s Privacy Policy.

Kommo AI may be subject to Usage Limits, including Credits, quotas, rate limits, storage limits, preview limits, generation limits, AI Credit Package limits, plan-based restrictions, billing conditions, and other technical or commercial limitations.

Unless Kommo states otherwise in the applicable package terms, product interface, Billing Interface, pricing page, order form, or billing terms, Credits or Usage Limits may be shared across multiple Kommo AI features available in the account.

Certain Kommo AI features may consume Credits or Usage Limits when a request is processed, a response is generated, a source is parsed, a preview is generated, an action is attempted, an AI Output is produced, or the feature is otherwise used, regardless of whether the output is satisfactory, used by Customer, or delivered to an End User.

Credits are internal usage units only. Credits have no cash value, are not legal tender, are not electronic money, are not stored value, are not a gift card, are not a deposit, and are not redeemable or exchangeable for money or money equivalent.

Unless expressly stated otherwise in the applicable package terms, pricing page, order form, Billing Interface, or billing terms:

• Credits may be included with Customer’s subscription plan, package, paid add-on, AI Credit Package, promotional offer, trial, or other Kommo-approved entitlement;
• plan-included Credits renew according to the applicable subscription plan, billing terms, product interface, or other applicable documentation;
• unused Credits do not roll over to the next billing period, AI Credit Package, Package Period, Usage Period, or other usage period;
• Credits are not refundable, transferable, or exchangeable for cash, except where required by applicable law;
• reaching applicable limits may result in reduced, suspended, disabled, or unavailable Kommo AI functionality;
• additional Credits, AI Credit Packages, subscription upgrades, paid add-ons, or package extensions may be required to continue using certain Kommo AI features; and
• AI Credit Package availability, size, duration, price, upgrade options, extension options, extra Credits, and combined billing operations may depend on account configuration, region, plan, and Kommo’s then-current billing rules.

AI Credit Packages may provide a fixed amount of Credits or Usage Limits for eligible Kommo AI functionality during the applicable Package Period or Usage Period. Unless otherwise stated in the Billing Interface, order form, pricing page, package description, or applicable billing terms, an AI Credit Package may be available only to Customers with an active paid Kommo subscription.

Purchase or use of an AI Credit Package does not expand, replace, or otherwise modify Customer’s Kommo subscription plan, seat count, service tier, or feature entitlements unless expressly stated by Kommo in writing, in the Billing Interface, or in an applicable order form.

Except as expressly stated in the applicable billing terms or required by applicable law, fees for AI Credit Packages and other paid Kommo AI features are non-refundable.

If Customer’s subscription, package, or billing status becomes inactive, expires, is cancelled, is suspended, or otherwise becomes invalid, Kommo AI features may stop responding, stop processing, become unavailable, display prompts to restore billing, or require Customer to purchase or renew an applicable package.

Where Customer has an active AI Credit Package, certain Eligible Kommo AI Functionality may be subject to reduced Credit consumption rates compared with the rates applicable without an active AI Credit Package. Applicable Credit consumption rates may vary by feature and will be displayed or otherwise made available by Kommo in the product interface, Billing Interface, pricing page, package description, documentation, or other applicable terms.

Kommo may generate and display records relating to the use and consumption of Credits by Kommo AI, including the applicable user or actor, AI feature, date and time of use, related lead, conversation or other Service context, Credits consumed, and other usage-related information. Such records may be made available through lead cards, event feeds, administrative interfaces, analytics interfaces, or other parts of the Services.

The period during which AI usage records are available through the Services may vary depending on Customer’s subscription plan or other applicable product rules. After the applicable period expires, such records may no longer be available to Customer through the Services.

AI Credit Package availability, Credit amounts, purchase increments, minimum and maximum package sizes, purchase options, renewal options, extension options, and duration will be as specified by Kommo in the Billing Interface, pricing page, package description, documentation, or applicable billing terms. An AI Credit Package may be purchased for one or more applicable Package Periods, but may not extend beyond the end of Customer’s then-current Kommo subscription term. Customer may purchase additional Credits or increase the size or duration of an existing AI Credit Package for the remaining term of the applicable Kommo subscription, subject to the options and limits made available by Kommo.

Kommo AI, including AI agent, may interoperate with or rely on third-party channels, platforms, services, applications, APIs, and integrations, including social media platforms, messaging channels, telephony providers, email providers, marketplaces, CRM integrations, customer communication channels, e-commerce platforms, and other third-party technologies or services.

The availability, compatibility, performance, transmission of communications, and functionality of third-party channels and integrations depend on factors outside Kommo’s reasonable control, including third-party terms, platform rules, API terms, permissions, approvals, technical limitations, geographic restrictions, rate limits, outages, deprecations, suspensions, access changes, product changes, and other acts or omissions of the applicable third party.

Kommo does not control and is not responsible for third-party channels, platforms, services, applications, APIs, integrations, or providers, or for interruption, unavailability, incompatibility, delay, message delivery failure, content rejection, policy enforcement, account limitation, access revocation, API change, or other restrictions imposed by any third party. Customer is responsible for obtaining and maintaining all accounts, permissions, approvals, authorizations, tokens, notices, disclosures, and consents required for lawful use of third-party channels and integrations with Kommo AI.

Kommo AI may be unavailable, delayed, limited, degraded, suspended, disabled, or discontinued due to maintenance, technical limitations, third-party provider availability, Usage Limits, billing status, security reasons, abuse prevention, legal requirements, product changes, model behavior, channel availability, integration status, or changes to the Services.

Kommo AI may return errors, fail to generate an output, generate an incomplete output, generate an unsuitable output, fail to parse a Knowledge Source, fail to send a message, fail to perform an action, or fail to display a suggestion due to insufficient context, unsupported input, unsupported language, incoherent text, character limits, Usage Limits, service unavailability, connectivity issues, external provider issues, or other reasons.

Kommo may monitor usage of Kommo AI for billing, security, abuse prevention, service protection, legal compliance, troubleshooting, and service improvement purposes, subject to applicable law and Kommo’s Privacy Policy.

Kommo may suspend, restrict, throttle, disable, or terminate access to Kommo AI, in whole or in part, at any time if Kommo reasonably believes that:

• Customer has violated these Kommo AI terms, the Agreement, or applicable law;
• there is fraud, abuse, abnormal consumption, security risk, or other misuse;
• required payment was not successfully collected;
• continued provision of Kommo AI creates legal, regulatory, operational, financial, security, or reputational risk;
• a third-party provider or technical dependency becomes unavailable or commercially impracticable; or
• Customer’s use violates third-party platform policies, developer requirements, channel rules, or integration requirements.

During suspension, Credits may become unavailable for use and may continue to expire as otherwise provided in these Kommo AI terms.

Kommo may also disable Kommo AI globally or for specific accounts, features, customers, regions, plans, or use cases to manage system load, address security or abuse risks, comply with law, control excessive usage, or protect the Services.

Customer must not use Kommo AI:

• in violation of applicable law or regulation;
• for unlawful, harmful, deceptive, fraudulent, abusive, unsafe, or misleading purposes;
• to infringe or misappropriate intellectual property, privacy, publicity, confidentiality, or other rights of any person;
• to generate, transmit, request, upload, process, or distribute fraudulent, deceptive, defamatory, discriminatory, abusive, unlawful, hateful, violent, sexually exploitative, harmful, malicious, or otherwise prohibited content;
• to impersonate a person or organization without appropriate authorization or disclosure;
• to mislead End Users into believing they are communicating with a human where disclosure of automation or AI assistance is required;
• to send misleading, unauthorized, spam, unsolicited, or unlawful customer communications;
• to violate applicable messaging, marketing, consent, anti-spam, telemarketing, or platform rules;
• to process sensitive or special categories of personal data unless Customer has a valid legal basis and has implemented appropriate safeguards;
• to process children’s data, protected health information, payment card data, government identifiers, biometric data, or other highly regulated data unless Customer has a valid legal basis, all required consents, and appropriate safeguards, and unless such use is expressly supported by Kommo;
• to make decisions that produce legal or similarly significant effects concerning individuals without appropriate human review and all legally required safeguards;
• for employment, credit, insurance, housing, healthcare, education, public benefits, law enforcement, migration, or other high-risk or regulated decisions, unless expressly permitted by Kommo in writing and fully compliant with applicable law;
• to provide legal, medical, financial, tax, accounting, employment, insurance, or other regulated professional advice as a substitute for qualified professional advice;
• to upload, process, or use third-party content, confidential information, trade secrets, personal data, or intellectual property without necessary rights and permissions;
• to circumvent Kommo’s technical limitations, Usage Limits, usage logic, billing rules, access controls, content filters, or security controls;
• to reverse engineer, extract, copy, benchmark, scrape, or misuse models, prompts, system instructions, safety mechanisms, or underlying technology except to the extent expressly permitted by law;
• to interfere with, overload, disrupt, test the vulnerability of, or compromise Kommo AI, the Services, providers, integrations, or third-party platforms; or
• in breach of any terms, policies, rules, restrictions, or technical requirements of any current or future third-party channel, platform, integration, or provider used with Kommo AI.

Kommo AI is not intended to provide legal, medical, financial, tax, accounting, employment, insurance, security, regulatory, compliance, or other professional advice. AI Outputs are not a substitute for professional judgment, qualified advice, or Customer’s independent review.

Kommo does not guarantee that Kommo AI will improve sales, conversion rates, response time, customer satisfaction, support quality, accuracy, productivity, profitability, business outcomes, compliance outcomes, or any other performance metric.

Any examples, templates, previews, suggested configurations, generated configurations, default settings, sample sources, recommended actions, or other convenience materials are provided for informational and convenience purposes only and must be reviewed, tested, and adapted by Customer before use.

As between Kommo and Customer, Customer retains any rights it has in Customer Content, subject to the rights and licenses granted under the Agreement and these Kommo AI terms.

Customer grants Kommo the rights and permissions necessary to process Customer Content to provide, maintain, secure, troubleshoot, support, monitor, and improve Kommo AI and the Services, subject to the Agreement, Privacy Policy and applicable law.

AI Outputs may not be unique, and the same or similar outputs may be generated for other customers or users. Kommo does not represent that Customer will have exclusive rights in AI Outputs or that AI Outputs will not infringe third-party rights. Customer is responsible for reviewing AI Outputs before use, publication, distribution, or reliance.

Kommo and its providers retain all rights, title, and interest in and to Kommo AI, including all software, models, prompts, workflows, interfaces, documentation, branding, usage logic, configurations, templates, systems, and related intellectual property, except for Customer’s rights in Customer Content as expressly provided in the Agreement.

To the extent Customer provides suggestions, comments, ideas, recommendations, reports, or other feedback regarding Kommo AI, Kommo may use such feedback without restriction, compensation, or obligation, subject to applicable law and confidentiality obligations in the Agreement.

Kommo AI is provided on an “as is,” “as available,” and “with all faults” basis to the maximum extent permitted by law.

To the maximum extent permitted by law, Kommo disclaims all representations, warranties, and conditions, express, implied, statutory, or otherwise, including any implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, uninterrupted operation, and error-free performance.

Kommo does not warrant that Kommo AI will meet Customer’s expectations or achieve any particular business, operational, commercial, legal, compliance, or technical result.

Nothing in these Kommo AI terms excludes, restricts, or modifies any rights, warranties, remedies, refunds, withdrawal rights, cooling-off rights, consumer guarantees, privacy rights, or liabilities that cannot be excluded, restricted, or modified under applicable law.

The limitations of liability set forth in the Agreement apply to Kommo AI, including AI agent.

Without limiting the Agreement, and to the maximum extent permitted by law, Kommo will not be liable for any indirect, incidental, special, exemplary, punitive, or consequential damages, or for any loss of profits, revenue, business, goodwill, data, customers, contracts, or anticipated savings, arising out of or relating to Kommo AI.

Kommo is not liable for any losses, claims, damages, or liabilities arising from or related to:

• reliance on AI Output without independent verification;
• incorrect Customer configuration, prompts, instructions, workflows, templates, approval rules, guardrails, or automation rules;
• inaccurate, unlawful, incomplete, outdated, conflicting, or inappropriate Customer-provided data or materials;
• acts or omissions of Customer, its users, its downstream customers, or End Users;
• failures, outages, errors, delays, degradations, output changes, or other issues attributable to third-party providers or systems;
• suspension, restriction, throttling, discontinuation, or modification of Kommo AI in accordance with these Kommo AI terms;
• any block, disablement, content rejection, delivery failure, access revocation, removal, account limitation, policy enforcement action, permission change, API change, or other restriction imposed by any current or future third-party channel, platform, integration, or provider; or
• Customer’s failure to provide notices, obtain consents, maintain human review, or comply with applicable law.

To the extent not otherwise stated in the Agreement, Kommo’s aggregate liability arising out of or relating to an AI Credit Package or other paid Kommo AI functionality will not exceed the amount actually paid by Customer to Kommo for the AI Credit Package or paid Kommo AI functionality giving rise to the claim during the twelve (12) months preceding the event giving rise to the claim.

Nothing in these Kommo AI terms limits liability to the extent such limitation is prohibited by applicable law.

Customer’s indemnification obligations under the Agreement apply to Customer’s use of Kommo AI.

Without limiting the Agreement, Customer is responsible for claims, actions, proceedings, liabilities, damages, losses, judgments, settlements, penalties, fines, costs, and expenses, including reasonable attorneys’ fees, arising out of or related to:

• Customer’s use of Kommo AI;
• Customer Content or other materials submitted to, uploaded to, connected to, or used with Kommo AI;
• Customer-generated, Customer-configured, Customer-approved, or Customer-sent communications or actions involving Kommo AI;
• Customer’s configuration, instructions, prompts, workflows, templates, Knowledge Sources, integrations, automations, or approval rules;
• violation of these Kommo AI terms, the Agreement, applicable law, third-party rights, third-party platform policies, or contractual obligations; or
• infringement or violation of third-party rights by Customer’s use of Kommo AI.

Kommo may modify, suspend, discontinue, replace, or update Kommo AI, AI agent, AI Credit Packages, features, pricing elements, Credit logic, Usage Limits, or these Kommo AI terms from time to time.

Kommo may migrate legacy or previously offered AI Credit Packages to a then-current package structure. In connection with such migration, Customer’s remaining Unused Credits will be transferred on a one-to-one basis, and the remaining Package Period will remain unchanged. Such migration will not reduce Customer’s remaining Unused Credits or shorten the remaining Package Period.

If a change materially adversely affects an already-paid AI Credit Package or paid Kommo AI functionality during the then-current paid period, Kommo will, where required by applicable law, provide reasonable notice, apply the change prospectively, or provide an appropriate remedy.

Updates to these Kommo AI terms may be made to reflect new features, legal requirements, provider requirements, billing changes, security requirements, operational changes, or changes to the Services.

Updated Kommo AI terms will become effective upon posting or as otherwise stated by Kommo, unless otherwise required by applicable law or the Agreement. Continued access to, configuration of, enabling of, purchase of, or use of Kommo AI after the effective date of updated Kommo AI terms is subject to the updated version.

Where required by applicable law, Kommo will provide additional notice or obtain additional consent before material changes take effect.

These Kommo AI terms supplement the Agreement. Except as expressly set forth in these Kommo AI terms, the Agreement remains in full force and effect and continues to apply to Customer’s use of the Services, including Kommo AI.

If Customer uses third-party channels, integrations, messaging platforms, e-commerce platforms, app stores, AI providers, or other third-party services in connection with Kommo AI, Customer is responsible for complying with the terms, policies, and legal requirements applicable to those third-party services.

Capitalized terms not defined in these Kommo AI terms have the meanings given in the Agreement.

If any provision of these Kommo AI terms is held to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

No failure or delay by Kommo in exercising any right under these Kommo AI terms will constitute a waiver of that right.

Date of Last Revision: September 3, 2026