Qualify leads 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 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.

For more details about how these instructions work, check our manual setup guide.

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. Pick the WHEN condition First time client asks about: price. This helps identify new leads who are showing buying intent.

1. Add the following DO actions:

• Always bring up this topic and ask whether the client is new or returning. You can use a question such as: ‘Is this your first time buying from us, or are you already a customer?’.
• Ask for client’s: email and name to collect personal details for future follow-up.
• Manage tags and add clear tags to organize the lead. For example: asked-price, new-client, or returning-client.
• Set field to save information in the lead card. For example, choose Chat contact and store the client’s phone number automatically.

1. In the More field, add any extra guidance you want the AI agent to follow. You can add the following instruction: ‘If the client shares only part of the requested information, continue the conversation and politely ask for the missing details before moving on’.

1. Save the action.

1. Go to the Sources tab and add a knowledge source with your business FAQs. This can include information such as pricing, delivery times, payment methods, or common pre-sale questions.

Save your new source.

1. Go back to the Actions tab and click + Add action.
2. Choose the WHEN conditions:

• First time client talks about: price
• Client wants to: ask questions

Select the option below to trigger the action when all conditions are met. This ensures the action runs when the client shows first purchase intent and asks a pre-sale question.

1. Add the following DO actions:

• Answer using knowledge base source and select the FAQ source you added earlier.
• Change lead stage to the next stage in your pipeline. For example, move the lead to Qualified lead, Interested, or Negotiation.
• Manage tags to label the lead with useful tags such as sales-opportunity or ready-to-buy.
• Set field to save relevant details in the lead card. For instance, you can add a Sale field with the client’s budget.

1. In the MORE field, add an instruction such as: ‘If the client asks additional questions, continue helping them and guide the conversation toward the product or service that best fits their needs’. This helps keep the conversation moving.

1. Click Save action.

1. Choose the WHEN conditions:

• Client wants to: purchase
• Client wants to: get support

Set the action to trigger when all conditions are met.

1. Add the following DO actions:

• Transfer to user and choose to transfer the conversation with the client’s permission and with a conversation summary. This helps the assigned team member continue the chat with context. You can use a message such as: ‘You’ll be transferred to an operator who can assist you further’.
• Manage tags to label the lead with tags such as returning-client or support-request.
• Set field to save useful information in the lead card. For instance, add a Sale field with the client’s budget.
• Change responsible user in: lead to assign the conversation to the teammate.

1. Save the action.

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

This helps detect when the client is requesting human assistance or needs support beyond the AI agent’s scope.

1. For the DO action, select Add task to create a task for the lead’s responsible user so they can follow up as soon as possible. Include a short task note to explain what the client needs help with, such as: ‘Client requested extra support with a purchase. Please follow up as soon as possible’.

1. Click Save action.

With this setup, your AI agent can qualify incoming leads automatically, collect useful details, and route conversations to the right team member when needed.

This helps your team focus on high-intent opportunities, respond faster, and keep lead 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!