A complete guide to Kommo AI agent: Built by you, powered for business

Kommo’s AI agent is a total game-changer and the future of conversational automation. Think of the last time you asked ChatGPT a question. What do you recall about its responses? It not only answers your question but also goes ahead and anticipates any further questions you may have.

This is exactly how Kommo’s AI agent works. All you need to do is feed it with knowledge sources and customize its personality to suit your brand, and leave the rest to the agent!

What’s more is that Kommo’s AI agent builder tool allows you to create your AI agent with absolutely no coding or technical skills required.

Taking your business operations into the future has never been easier ⚡

Once deployed, your AI agent becomes a powerful front-line assistant, ready to handle conversations, qualify leads, and deliver accurate info without breaking a sweat.

Here’s what it brings to the table:

Kommo’s AI agent pulls detailed product data from top e-commerce stores like Shopify, Lazada, Nuvemshop, and WooCommerce.

Information like name, price, stock levels, product descriptions, and links is synced, allowing the AI agent to provide accurate answers to your customers, reflecting real-time updates from your inventory.

It also references your uploaded documents from the knowledge base, such as return, delivery, or privacy policies. This means that the AI agent can confidently answer customer questions like “When will my order arrive?” or “What’s your refund policy?” using your exact information and language.

From greetings, emojis to quick thank-yous, Kommo’s AI agent handles low-context messages with ease, with no need to program every scenario, unlike chatbots.

It will naturally pick up the flow of conversation. For example, if someone says “Hi, I’m looking for help”, your AI agent can greet them, introduce itself, and begin guiding the interaction without delay and without you having to script a single message in advance.

Need to figure out if a lead is a good fit before jumping in? Kommo’s AI agent has you covered.

You can configure your AI agent to ask key questions like budget, product needs, or timeframe, and use those answers to determine if a human rep should step in. For instance, it might confirm a lead’s order or share helpful links, then automatically escalate the conversation to a sales agent only if they meet your criteria.

This helps your team to focus only on high-intent prospects without sacrificing response times for everyone else.

If you’ve connected Shopify and our other e-commerce integrations, your AI agent can answer order-related questions and send tracking links and status updates directly in the chat, across any communication channel.

So when a customer asks, “Where’s my order?”, the AI agent can check their email, locate their order, and send the shipping status without any interference from your team members.

Not everything should be handled by AI. That’s exactly where smart escalation to a human comes in.

You can build rules that tell the AI agent :

• When to step aside
• What message to send during the handoff
• Whether to include a chat summary for your support team

For example, if the customer mentions legal issues or payment problems, you can immediately route them to a support agent.

Your AI agent doesn’t just speak one language; it speaks your customer’s language. It can automatically detect and reply in any language your clients use, delivering natural, context-aware conversations.

Whether someone writes in Japanese, Mandarin, or Italian, your AI agent will respond in kind!

Are you super excited to see this work for you? Let’s get to it 🔥

Now that you know what the AI agent can do, the next step is making it uniquely yours. That’s where Kommo’s AI agent builder really shines.

Kommo offers a growing library of expertly designed templates tailored to key industries and use cases, so you can kickstart your AI agent building journey right away 🤩

You can preview how each behaves, or start from scratch to build something tailored to your business from the ground up.

This is where we get a bit technical, but do not worry, we will walk you through it. ☺️

The AI agent is built on the following 4 building blocks:

• Sources
• Actions
• Persona
• Integrations

Each of these blocks is the core pieces that come together to build your AI agent’s brain, behavior, and personality. Let's look at each of these components in detail:

This is where your AI agent will pull information from. When you start, blank sample sources are created to guide you, but they don’t contain preset info.

You can add sources by uploading files (txt, pdf, doc), pasting text, or importing URLs.

Manage sources with options to enable, disable, unlink (which disables the source without deleting it), or delete. Clicking a source lets you preview or edit its content and title.

This is where your AI agent really gets its intelligence: custom actions.

The Kommo AI agent Builder uses a simple “When > Do” framework that lets you decide exactly how the AI should behave in every situation - from what it says, to what it tags, to whether it should escalate the conversation to a human.

Let's explore both the “When” conditions and the “Do” actions 🤿

Your AI agent listens carefully and acts only when certain conditions are met. These are your triggers, and they define what the AI agent responds to. You can mix and match triggers for more advanced logic.

“When” trigger conditions are fully customizable to suit your unique needs, so if the options in the provided list are not what you’re looking for, simply start typing your own “when” condition.

Let's look at a few examples 👇

Now that we have understood “When” conditions, let's look at “Do” actions

Once your “when” conditions are met, the AI agent takes action, exactly the way you design it. Unlike “When” conditions, you cannot fully customize “Do” actions. There are 8 “Do” actions for you to build your AI agent’s rules.

Your agent’s voice and personality matter. In the Persona settings, you can fine-tune the personality of your AI agent - how it behaves, talks, and reacts.

Let your AI agent learn from your connected tools. You can link e-commerce integrations like Shopify, Lazada, Nuvemshop, WooCommerce, which automatically give your AI agent the power to recommend products to clients based on their preferences, give live updates on whether items are in stock or not, and provide current order tracking details ⚡

Just connect, sync, and let your AI agent do the rest!

With your AI agent’s knowledge, behaviour, persona, and integrations all tailored to your needs, you are just a few steps away from bringing it to life.

Let's learn about the quick and easy setup process to get your AI agent to start working for you.

Getting started takes just a few steps:

1. Go to Settings > AI agent or access it from the WhatsApp tab in the left-hand panel.

1. Choose whether to start from scratch or pick a template.

1. Configure each of the 4 AI agent building blocks.

1. Hit Turn on AI agent, and choose which Pipeline stages or chat channels your AI agent should activate.

Kommo’s AI agent builder is more than a setup tool; it's a strategy layer for scaling your customer conversations with precision and personality.

Whether you want to qualify leads, offer real-time order updates, or just free up your team from answering the same questions over and over, Kommo’s AI agent is ready to help 24/7, multilingual, and on-brand.

Built for those who refuse to settle, the AI agent builder puts the tools in your hands to sculpt an experience that’s unmistakably yours - bold, brilliant, and designed to push your business forward.

The best part? You don’t need to be a developer or an AI expert to create an AI agent that is tailor-made for your business. You just need Kommo 🏆

Your customers expect smart, instant support, and with Kommo’s AI agent, you can deliver just that. Whether it's answering questions, qualifying leads, or automating conversations, the AI agent is your 24/7 teammate.

So don’t wait. Create your first AI agent in Kommo today and experience the difference. It's free to try, no credit card needed!