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”).

Kommo AI may include AI agent, AI reply suggestions, AI writing assistance, AI rewrite suggestions, AI task suggestions, AI summaries, Kommo Copilot, Analyst mode, Knowledge Sources, AI-powered previews, AI-generated recommendations, AI-powered conversation analysis, AI-powered workflow assistance, AI-generated insights, AI-powered reporting, and other AI-assisted features that Kommo may make available from time to time.

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 may provide artificial intelligence-powered features, tools, and functionality as part of the Services. Kommo AI is designed to help Customers automate or assist with client communications, text generation, text rewriting, conversation summaries, task suggestions, lead qualification, CRM updates, product or service recommendations, workflow assistance, product guidance, data analysis, reporting, performance insights, forecasting, and related business workflows.

Kommo AI may be made available as part of Customer’s subscription plan, as a free feature, as a paid add-on, as a usage-based feature, as a package-based feature, or on any other basis determined by Kommo and described in the product interface, Billing Interface, pricing page, package description, documentation, or other applicable terms.

Kommo AI is provided as assistive technology. Customer remains responsible for configuring, supervising, reviewing, approving, and lawfully using Kommo AI and all AI Outputs.

Kommo does not guarantee that Kommo AI will be available for all accounts, plans, regions, languages, channels, integrations, message types, or use cases.

Kommo may add, modify, limit, suspend, replace, rename, or discontinue any Kommo AI feature at any time, subject to applicable law and the Agreement.

“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 or other paid Kommo AI functionality is available for use, as stated in the Billing Interface, order form, pricing page, package description, documentation, or applicable billing terms. Unless otherwise stated by Kommo, a 30-day period is not a calendar month.

“Unused Credits” means Credits that have been allocated to an AI Credit Package or other applicable Kommo AI functionality for the current Package Period or Usage Period and have not yet been consumed.

“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 rewrite suggestions, which may suggest rewriting actions such as grammar correction, friendlier tone, more professional wording, shorter text, longer text, simpler language, or other available transformations;
• 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;
• AI previews, testing environments, generation tools, recommendations, analytics, metrics, and related AI-assisted functionality; and
• any other AI-powered or AI-assisted feature made available by Kommo.

Kommo may add, modify, limit, suspend, replace, discontinue, rename, or change any Kommo AI feature at any time, subject to applicable law and the Agreement.

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

Customer is solely 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, 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 must not submit to Kommo AI any content or data in violation of applicable law, third-party rights, contractual obligations, confidentiality obligations, internal confidentiality restrictions, or applicable platform policies.

To the extent Kommo AI processes personal data on behalf of Customer, such processing is governed by the applicable Privacy Policy. Customer remains responsible for determining whether and how Kommo AI may be used with personal data, including sensitive personal data, special categories of personal data, children’s data, health data, financial data, government identifiers, or other regulated data.

Customer is responsible for ensuring that its use of Kommo AI complies with all 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 determining the applicable legal basis for processing personal data through Kommo AI and for providing all legally required notices and obtaining all legally required consents.

Customer is responsible for ensuring that its privacy notices, consent mechanisms, client-facing disclosures, internal policies, 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.

Where Customer uses Kommo AI in jurisdictions that require specific protections for automated processing, profiling, automated decision-making, AI transparency, or human review, Customer is responsible for implementing those protections unless Kommo expressly assumes responsibility in the Agreement.

Where Customer Content or personal data is transferred internationally in connection with Kommo AI, such transfers must be supported by an appropriate transfer mechanism where required by applicable law, which may include adequacy decisions, standard contractual clauses, approved contractual clauses, binding corporate rules, data subject consent, or other lawful transfer mechanisms.

Kommo may use subprocessors and service providers to provide Kommo AI. Such subprocessors may be located in jurisdictions other than Customer’s or End Users’ jurisdictions. Details regarding applicable subprocessors and transfer mechanisms are described in Kommo’s Subprocessors List, Privacy Policy, or other applicable documentation.

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. This includes, without limitation, regulated healthcare, banking, credit, insurance, employment, education, law enforcement, public benefits, children’s services, biometric identification, or other high-risk or specially regulated contexts.

Kommo AI may use third-party artificial intelligence providers, model providers, infrastructure providers, hosting providers, analytics providers, security providers, monitoring providers, vector databases, 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, Subprocessors List, 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;
• providing all required notices and obtaining all required consents from users, employees, contractors, clients, leads, contacts, and other 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;
• responding to End User requests, objections, opt-outs, human review requests, privacy requests, and data subject rights requests where Customer is responsible for such requests under applicable law; and
• 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, message context, enabled Knowledge Sources, Customer configuration, user interface language, and other information available to Kommo AI.

AI reply suggestions may require the customer to enable the feature, complete setup, and provide or connect Knowledge Sources before suggestions are generated. Knowledge Sources for suggested replies may include supported URLs, documents, text entries, and other source types made available by Kommo.

Suggested replies may be generated only in supported contexts, including where there is an incoming client message, sufficient context, a recognizable question or request, and available information in connected Knowledge Sources or other supported data.

Suggested replies are provided as suggestions only. Customer’s users are responsible for reviewing, editing, approving, sending, or rejecting any suggested reply. A suggested reply may not be generated if there is insufficient information, an unsupported language, insufficient context, missing configuration, usage limit issues, unavailable sources, or technical unavailability.

Kommo does not guarantee that suggested replies will be accurate, complete, appropriate, lawful, non-infringing, timely, or suitable for the relevant client communication.

AI writing assistance and AI rewrite suggestions may help users rewrite, expand, simplify, or change the tone of text entered into Kommo.

Available rewrite options may include grammar and spelling correction, professional tone, friendly tone, witty tone, shorter text, longer text, simpler wording, undo changes, or other transformations made available by Kommo.

These features may process the text entered by users and generate alternative versions of that text. Generated text is provided for convenience only and should be reviewed by Customer’s users before use or sending.

AI Rewrite Suggestions may appear only when Kommo AI detects supported text characteristics, such as grammar, spelling, punctuation, tone, professionalism, length, or other criteria determined by Kommo.

AI writing assistance and AI Rewrite Suggestions may be limited to supported contexts, languages, message types, character limits, user interface modes, recipient types, account configurations, external recipient communications, coherent text, and other supported contexts.

These features may not appear or may be unavailable if the text is in an unsupported language, does not match the user interface language where required, is too short, too long, incoherent, consists only of numbers or symbols, does not contain a supported issue or transformation opportunity, violates applicable restrictions, or if Usage Limits or technical restrictions apply.

Customer is responsible for ensuring that any rewritten or suggested text is accurate, appropriate, lawful, non-infringing, professional, and suitable for the intended recipient and context.

AI summaries may generate summaries of separate conversations, unanswered questions, or other conversation-related information. summaries may be created for open, closed, past, or current conversations where supported.

AI summaries may generate outputs in the user interface language or another default language determined by Kommo, even if the underlying conversation is in a different language.

AI summaries are automatically generated and may omit, misinterpret, reorder, or incorrectly summarize relevant information. A summary may be unavailable if the conversation lacks meaningful context, is too short, is unstructured, contains too many errors, exceeds limits, or if Kommo AI is unavailable.

AI summaries may be displayed as notes or other interface elements, and Customer’s users may be able to pin, delete, edit, or otherwise manage summaries where supported.

Customer and its users are responsible for reviewing summaries before relying on them for business, legal, support, sales, operational, compliance, or other purposes.

AI task suggestions may analyze a specific conversation or message selected by a user to determine whether it contains a potential task. If a task is detected, Kommo AI may generate a suggested task draft with task text, deadline, task type, or related information.

Task suggestions are generated only when requested through supported interface controls and are not guaranteed to appear automatically. Task suggestions may be inaccurate, incomplete, unavailable, unsuitable, or based on an incorrect interpretation of the selected message or conversation. Kommo AI may be unable to use general lead context, names, goods, client details, or other contextual information unless such data is expressly supported.

A task suggestion may not be generated if the selected message does not contain a distinguishable task, there is insufficient context, the relevant interface control, conversation, message type, or account configuration is unsupported, Usage Limits have been reached, Kommo AI is unavailable, or the feature is unavailable for Customer’s plan or account.

AI task suggestions are not intended to detect every task, commitment, deadline, or follow-up obligation in a conversation. Customer’s users remain responsible for independently identifying, creating, assigning, and managing tasks in the Services.

Customer’s users are responsible for reviewing and approving any task before relying on it, creating it, assigning it, or using it in the Services.

Kommo Copilot may provide contextual assistance, explanations, recommendations, workflow guidance, configuration support, text generation, summarization, data retrieval, or other product-related assistance within the Services.

Kommo Copilot may process user input, Customer Content, CRM data, conversation data, account context, product configuration, usage context, and other supported information to generate AI Outputs or assist users with supported workflows.

Where Kommo Copilot supports actions within the Services, such as creating records, adding notes, updating fields, or performing other CRM-related operations, such actions may require user confirmation where supported or required. 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.

Kommo Copilot may use routing, retrieval, writing, data enrichment, action assistance, and other supported AI-assisted workflows. Kommo does not guarantee that Kommo Copilot will correctly understand user intent, retrieve complete data, select the correct workflow, recommend the best action, or produce accurate, complete, current, or suitable results.

Kommo Copilot outputs and recommendations are provided for convenience only and must be reviewed before use.

Analyst mode is activated within the Kommo Copilot and 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. Analyst mode outputs may also 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.

Kommo does not guarantee that Analyst mode will produce accurate forecasts, complete reports, improved business outcomes, or any particular performance result.

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:

• interpret client intent and communication cues;
• respond to incoming client messages in connected channels;
• use enabled Knowledge Sources, files, URLs, text sources, product data, order data, and integration data;
• qualify leads and guide conversations according to Customer’s settings;
• provide product or service information based on available data;
• provide order-related information where supported integrations and permissions are configured;
• perform configured CRM actions;
• escalate conversations to a human operator where configured or where supported by default behavior;
• generate summaries or internal notes where such functionality is configured;
• respond in configured languages or match incoming message language where such setting is available and enabled; and
• participate in preview, testing, metrics, and analytics workflows.

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. Non-admin users may have limited or no access to activation controls and may be able to request activation from an authorized admin where supported.

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.

Where AI agent preview, testing, or simulation functionality is available, such functionality is provided to help Customer test and evaluate AI agent configuration before or during use.

Preview, testing, or simulation functionality may use Customer configuration, Knowledge Sources, product data, integrations, and other supported information to simulate AI agent behavior. Preview results do not represent real conversations and may not reflect exactly how AI agent will behave in live conversations.

AI agent preview may display information about simulated responses, sources used, actions taken or scheduled, knowledge gaps, or other details related to the simulated workflow.

AI agent preview may be subject to separate Usage Limits. Preview usage may not consume the same Credits as live AI agent responses unless Kommo states otherwise in the product interface, package terms, or documentation.

Customer is responsible for reviewing AI agent configuration and testing results before enabling AI agent in live channels.

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 uses only Knowledge Sources, product data, and integrations that are enabled, connected, or otherwise made available for AI agent according to Kommo’s supported configuration. Knowledge Sources added elsewhere in the account may not automatically be used by AI agent unless added or enabled for AI agent where required.

Customer may add existing sources, upload supported files, provide or create text sources, enable product data, connect supported integrations, or provide website URLs for Kommo AI to retrieve, parse, extract, or use website content where supported.

Website URL parsing and other source processing may be unavailable, incomplete, outdated, or inaccurate if the relevant website, URL, file, source, integration, language, format, size, structure, or content type is unsupported, inaccessible, login-protected, dynamically generated, blocked, rate-limited, unavailable, restricted, or otherwise cannot be accessed or interpreted by Kommo AI.

Customer is responsible for ensuring that Knowledge Sources are accurate, lawful, up to date, non-infringing, and appropriate for use by AI agent. Kommo does not guarantee correct extraction, parsing, interpretation, synchronization, or use of Knowledge Sources.

Integration data may be used only where supported and properly connected. Integration availability may change, and integration data may be delayed, incomplete, unavailable, or subject to third-party platform restrictions.

AI agent may be stopped globally, disabled for new replies, or stopped for a specific lead or deal where supported. Stopping AI agent globally may disable activation triggers and prevent new replies. Stopping AI agent for a specific conversation may apply only to that conversation and may not disable AI agent globally.

AI agent may escalate or transfer a conversation to a human operator based on Customer’s configuration or supported default behavior. Customer is responsible for configuring whether AI agent should ask for permission, create a summary, send a transfer message, or perform related handover steps.

An operator transfer without an explanatory message or summary may be perceived by an End User as an interruption or error. Customer is responsible for reviewing escalation and handover configuration before activation.

Where a “Stop AI agent” or similar trigger is available, it may stop the selected AI agent in conversations within the relevant lead or workflow, while other active AI agents not included in the trigger may continue communicating according to their configuration.

Kommo may provide AI agent metrics, analytics, dashboards, usage indicators, performance indicators, credit usage information, remaining limits, and related reporting. Metrics may include, for example, unique leads, answered conversations, handover rate, average response time, unanswered questions, Credits used, remaining Credits, or similar indicators.

Metrics are provided for informational purposes only and may be delayed, incomplete, approximate, unavailable, or affected by configuration, integrations, channel availability, billing status, technical limitation. Kommo does not guarantee that metrics will be error-free or suitable for compliance, accounting, or audit purposes unless expressly agreed in writing.

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 be able to create, duplicate, delete, configure, enable, disable, and manage multiple AI agents within a single account, subject to plan-based limits, package limits, active agent limits, draft limits, technical restrictions, and other Usage Limits.

Active AI agent limits may differ by subscription plan, package, product edition, account configuration, migration flow, or other factors. Customer may be able to create more AI agents than can be active at the same time.

A pipeline stage may support only one active AI agent at a time unless Kommo expressly states otherwise. Multiple AI agents may operate within the same pipeline on different stages or in different channel and stage combinations, subject to configuration and technical rules.

If a lead moves to another stage, new conversations may be handled by the AI agent assigned to the new stage, while existing conversations may continue with the AI agent that was previously triggered in that conversation. This is intended to prevent conflicts and maintain predictable conversation behavior.

If multiple AI agents are assigned to the same stage or otherwise conflicting configuration is attempted, Kommo may save only valid assignments, display updated selections after refresh, prevent activation, show an error, or apply other conflict-resolution behavior.

Deleting an AI agent may permanently remove it and may immediately stop it from responding in connected channels if it was active. Deleted agents may not be restorable.

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.

Supported source types, size limits, page limits, character limits, languages, and parsing requirements may vary by feature, plan, package, time, and technical availability. Kommo may reject, limit, truncate, fail to parse, or fail to update Knowledge Sources that do not meet applicable requirements.

Customer is solely responsible for ensuring that it has all rights, permissions, notices, consents, and lawful bases required to upload, connect, process, and use Knowledge Sources with Kommo AI.

Customer is responsible for ensuring that Knowledge Sources are accurate, lawful, relevant, complete, up to date, and appropriate for the intended use. Kommo does not guarantee that Knowledge Sources will be parsed, extracted, updated, interpreted, connected, synchronized, or used correctly.

Certain websites may be inaccessible, login-protected, dynamically generated, blocked, unparsable, incomplete, or otherwise unsuitable for use as Knowledge Sources. Uploaded files may be incorrectly parsed if they are unsupported, too large, malformed, unstructured, password-protected, image-based, corrupted, or do not follow recommended templates or formatting.

If a Knowledge Source is updated, deleted, unlinked, disabled, or fails to update, Kommo AI may continue using the last available version, stop using the source, revert to a previous version, or apply other supported behavior. Customer is responsible for verifying Knowledge Source status and content before relying on Kommo AI.

Knowledge Sources may be subject to plan-based or package-based storage limits. If a storage limit is reached, new Knowledge Sources may not be added until storage is increased, freed, reset, or otherwise made available according to applicable terms.

Where supported, Kommo AI may use CRM product data, including product name, description, price, currency, stock quantity, product link, and other available fields. Customer is responsible for ensuring that product information is accurate, complete, up to date, and lawful.

Where supported e-commerce or other integrations are connected, Kommo AI may use integration data such as order status, tracking links, return or refund policies, product information, or other integration-specific information. Integration data may be incomplete, delayed, unavailable, unsupported, or subject to third-party platform restrictions.

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.

Customer is responsible for maintaining integrations, permissions, data accuracy, and any required disclosures to End Users regarding the use of integration data with Kommo AI.

Kommo AI may be subject to different types of Usage Limits, including general AI limits, Knowledge Source limits, AI agent limits, AI agent preview limits, AI agent generation limits, rate limits, storage limits, parsing limits, global limits, and other technical, operational, or commercial limits.

Different Kommo AI features may have separate Usage Limits. Reaching the limit for one feature may affect only that feature, unless Kommo states or configures otherwise.

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

Kommo may reset, adjust, extend, restrict, or refuse to reset Usage Limits in accordance with applicable package terms, billing rules, product rules, account configuration, support policies, or technical requirements.

Kommo may apply temporary or global limits to protect system stability, prevent abuse, manage excessive usage, control service costs, or maintain fair access to Kommo AI features.

If Usage Limits are reached, Kommo AI features may become unavailable, return errors, stop processing, stop responding, display limit messages, or require Customer to upgrade, purchase a package, wait for reset, contact support, or take other actions.

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.

Customer acknowledges that Kommo AI availability may depend on administrative controls, support decisions, system availability, billing status, and provider availability.

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, or documentation, Credits or Usage Limits may be shared across multiple Kommo AI features available in the account, including AI agent, AI writing assistance, AI rewrite suggestions, AI reply suggestions, AI summaries, AI task suggestions, Kommo Copilot, Analyst mode, and Knowledge Source-related functionality.

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.

For AI agent, Credits may be consumed when AI agent processes an incoming message or attempts to generate or send a response, even if the response is not ultimately delivered due to channel issues, reassignment, third-party service failure, Customer configuration, End User unavailability, external messaging platform error, or other circumstances outside Kommo’s reasonable control.

Credits and usage indicators are provided for convenience and may be approximate, delayed, or subject to adjustment. Kommo may display Credits instead of underlying tokens or other technical measures. Kommo’s internal calculation methods may differ by feature, response complexity, message size, Knowledge Sources, actions, and other factors.

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, as stated by Kommo;
• plan-included Credits renew according to the applicable subscription plan, billing terms, product interface, or other applicable documentation, unless Kommo states otherwise;
• promotional, trial, complimentary, or other non-standard Credits, if any, are provided only as stated by Kommo and may be subject to separate availability, renewal, expiration, and usage rules;
• 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;
• limits may reset according to the applicable package activation date, subscription date, usage period, first use date, or other reset rules determined by Kommo; 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.

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.

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, documentation, 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.

AI Credit Package availability, purchase options, renewal options, upgrade options, extension options, compatibility with existing packages, and duration may depend on Customer’s account configuration, billing status, subscription plan, region, legacy billing configuration, partner status, special plan status, or Kommo’s then-current billing rules.

Unused Credits or Usage Limits expire at the end of the applicable Package Period or Usage Period unless Kommo expressly states otherwise. Unused Credits or Usage Limits do not roll over to the next package, billing, or usage period unless Kommo expressly states otherwise.

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.

Kommo AI, including AI agent, may interoperate with or rely on third-party channels, platforms, services, applications, APIs, and integrations, including, for example, 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, whether currently supported by Kommo or made available in the future.

Such channels, platforms, services, applications, APIs, and integrations may include, by way of example only, Instagram, Facebook, WhatsApp, and other existing or future third-party products, providers, communication environments, or technologies that Kommo may support, enable, integrate with, or make available from time to time.

The availability, compatibility, performance, transmission of communications, and functionality of any such third-party channel, platform, service, application, API, or integration depend on factors outside Kommo’s reasonable control, including third-party terms, policies, developer requirements, platform rules, API terms, permissions, approvals, account type requirements, business verification requirements, technical limitations, geographic restrictions, content restrictions, rate limits, access scopes, token validity, outages, deprecations, suspensions, removals, access changes, product changes, and other acts or omissions of the applicable third party.

Kommo does not control and is not responsible for any third-party channel, platform, service, application, API, integration, or provider, or for any interruption, unavailability, incompatibility, delay, deprecation, failure of message transmission, content rejection, policy enforcement action, account limitation, suspension, disablement, removal, termination, access revocation, permission change, API change, or other restriction or action imposed by any such third party.

Kommo does not warrant that any current or future third-party channel, platform, service, application, API, integration, feature, action type, message format, permission set, approval status, or related functionality will remain available, compatible, approved, supported, or unchanged for any period of time. Kommo may add, modify, limit, suspend, replace, or discontinue any such third-party channel, platform, service, application, API, integration, or related functionality at any time, with or without notice, unless otherwise required by applicable law or a separate written agreement.

Customer is solely responsible for obtaining and maintaining all accounts, permissions, approvals, authorizations, tokens, notices, disclosures, and consents required for lawful use of any current or future third-party channel, platform, service, application, API, or integration in connection with Kommo AI, and for complying with all applicable third-party terms, platform policies, developer requirements, channel requirements, and applicable law.

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.

Customer is responsible for obtaining appropriate professional advice before relying on any AI Output in regulated, sensitive, high-risk, or important contexts.

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.

Kommo does not guarantee that any AI Output will be accepted by End Users, suitable for Customer’s business, compliant with Customer’s industry rules, or consistent with Customer’s internal policies.

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, 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, any AI Credit Package, any feature, any pricing element, any Credit logic, any Usage Limit, or these Kommo AI terms at any time.

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: June 26, 2026