Manage after-hours conversations with Kommo AI agent

1. Go to the AI agent section.

1. Go to the Persona tab and configure how the AI agent should communicate with your clients. Configure the following fields:

• Role and personality
• Tone of voice
• Length of replies
• Reply language
• Delay before replying (seconds)
• Guidelines

To learn more about how to set up the AI agent’s Persona, check our manual setup guide.

1. In the Sources tab, click on + Add new knowledge source.

Choose a source type to add relevant information about your business. This will allow the AI agent to provide answers based on your business information (e.g., services you offer, pricing, business hours, or frequently asked questions).

Once you’ve added the information about your business, save it.

1. Go to the Actions tab and click + Add action to create one.

For each action you’ll need to define the following instructions:

• WHEN - conditions the AI agent needs to meet to answer.
• DO - actions the AI agent will execute when the conditions are met.
• More (optional) - additional rules the AI agent should follow when a situation needs a bit more clarity or checks.

1. Choose the WHEN condition Message is received during specific hours.

Set your normal working hours, for example Mon - Fri from 8:00 to 18:00. This helps the AI agent identify when your team is available and respond normally during open hours.

1. Add the following DO actions:

• Answer using knowledge base source: and select the source you added earlier. This allows the AI agent to answer common questions using your business information.
• Manage tags: and add tags to the lead, such as business-hours or active-support. This can help you identify conversations received while your team is available.

1. In the More field, add an instruction such as: ‘Answer questions about products, pricing, availability, and store hours. If the client needs personalized help, ask what they are looking for’.

1. Click Save action.

1. Choose the WHEN condition Message is received during specific hours.

Set the condition for Mon-Fri, outside your normal working hours — in this case from 19:00 to 7:00.

1. Add the following DO actions:

• Ask for client’s: name and phone or email. This helps collect contact details so your team can follow up later.
• Manage tags: and add tags to the lead, such as after-hours or follow-up-needed. Tags make it easier to identify conversations that need attention the next business day.
• Add task: and set the Task type to Follow-up for the Current responsible user. You can also use Fill with AI in the comment field to generate a relevant task note automatically.

1. In the More field, add an instruction such as: ‘Let the client know the store is currently closed. If any contact details are missing, ask for them and explain that the team will reply tomorrow morning’.

1. Save the action.

1. Choose the WHEN condition Message is received during specific hours.

Set the condition for Sat,Sunday for the full day or for the hours when your business is closed.

1. Add the following DO actions:

• Ask for client’s: name, phone number, or email. This gives your team the details needed to follow up on the next business day.
• Manage tags and add tags such as weekend, after-hours, or monday-follow-up. Tags make weekend conversations easier to identify and prioritize later.
• Add task: and set the Task type to Follow-up for the Current responsible user. In the Comment field, add a note explaining that the conversation was received during the weekend and should be reviewed as soon as possible.

1. In the More field, add an instruction like: ‘Let the client know the store is currently closed on weekends. If any contact details are missing, ask for them and explain that the team will reply on Monday’.

1. Click Save action.

1. Choose the following WHEN conditions:

• Client wants to: get support
• Client wants to: speak to a human agent

Set the action to run when any condition is met. This helps the AI agent recognize different requests that require human assistance.

1. Add the following DO actions:

• Transfer to user: and choose to transfer the conversation with client’s permission and with conversation summary. For the message field, you can add a message like this: ‘You are being connected to a team member who will continue assisting you’.
• Add task: and set the Task type to Follow-up for the Current responsible user. In the Comment field, include: ‘The client requested human assistance. Please review the conversation and follow up’. This gives your team member the context needed to continue the chat smoothly.

1. In the More field, add the following instruction: ‘If there is a delay, let the client know a team member is reviewing the request and avoid asking additional questions before the transfer’.

1. Once you’re done, click Save action.

With this setup, your AI agent can respond to customer messages during and outside business hours, collect useful details when your team is unavailable, and transfer urgent or complex conversations when needed.

This can help your team avoid missed inquiries, follow up faster, and keep customer data organized in your CRM.

Need more help setting up or troubleshooting? Contact us by sending an email to support@kommo.com or write to us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

Not a user yet? Sign up for our free 14-day trial or book a free live demo to see it in action!