Assist customers 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 Incoming message contains: greeting.

You can also type your own custom WHEN condition manually and press Enter to save it. For example: add phrases like hello or hi there.

1. Select the DO actions Always use this exact message and add a welcome message. For example: ‘Hi! Thank you for contacting us. What can we help you with?’

You can also add other actions like Manage tags and add a tag to the incoming lead like new-lead.

1. Click Save action.

1. Select the WHEN condition Client wants to: purchase. This helps the AI agent recognize clients who may need help choosing a product or service.

1. Add the following DO actions:

• Always bring up this topic and ask what the client is interested in to better understand their needs before making recommendations. For example: ‘What kind of product or service are you looking for today?’.
• Ask for client’s: budget to suggest more relevant options.
• Manage tags and add useful tags to the lead, such as interested-client or budget-shared.
• Set field to save information in the lead card. For example, store the client’s budget in a Sale field automatically.

1. In the More field, add extra guidance for how the AI agent should continue the conversation. You can add the following instruction: ‘If the client needs help choosing a product or solving an issue, ask follow-up questions to understand their needs while naturally collecting any missing details during the conversation’.

1. Save the action.

1. Go to the Sources tab → Click + Add new knowledge source.
2. Choose a source type (Existing knowledge source, URL, DOC, DOCX, PDF or Text) and add information your AI agent can use to answer common customer questions.

You can add the following sources:

• Delivery options → you can add shipping methods, estimated delivery times, pickup availability, and costs.
• Products and services → include product categories, key features, pricing, and availability.
• Custom product orders → add information about personalization options, production times, and how clients can request a custom item.

1. Save each source after adding the information.
2. Go back to the Actions tab → Click + Add action.

You can now create a separate action for each source. This helps the AI agent use the most relevant information based on what the client asks.

• Answer delivery questions

Choose the WHEN condition Each time client asks about:, and enter the value delivery.

Then, add the DO action Answer using knowledge base source and select the Delivery options source.

You can add the following to the More field: ‘If the client asks about an existing order, explain delivery times and offer extra help if needed’.

Click Save action to keep your changes.

• Answer product questions

Use the WHEN condition Each time client asks about:, and enter the value product.

Next, add the DO action Answer using knowledge base source and select the Products and services source.

You can add the following in More: ‘Recommend suitable options based on the client’s needs and budget, asking follow-up questions if more details are needed’.

Once ready, save the action.

• Handle custom product requests

Select the WHEN condition Each time client asks about:, and enter the value custom product.

After that, choose the DO action Answer using knowledge base source and select the Custom product orders source.

Add the following to More: ‘Ask for the product type, preferred specifications, quantity, and deadline, and offer to transfer the client to a specialist if approval is needed’.

When you're done, click Save action.

1. Choose the WHEN condition Client wants to: get support.

You can also add custom phrases such as human agent, speak to a person, complaint, refund issue, or need help. This helps the AI agent recognize when a human handoff may be needed.

1. Add the following DO actions:

• Transfer to user and choose to transfer the conversation with client’s permission and with conversation summary. This gives your team useful context so the client does not need to repeat information. You can also add a message such as: ‘I’ll connect you with a support specialist who can help you further. Please wait a moment’.
• Add task and set it to create an immediate follow-up task for the current responsible user, using Fill with AI in the comment field to generate a helpful task comment based on the conversation.

This helps notify the responsible user and ensures the request is followed up quickly.

1. Click Save action.

With this setup, your AI agent can answer common customer questions, collect useful details, and transfer more complex conversations to your team when needed.

This can help your team respond faster, reduce repetitive work, and keep customer data organized in your CRM.

Once your AI agent is ready, you can launch it. Learn how to do this in our article.

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!