Create an AI agent manually

To set up the AI agent manually, you can choose one of these three options:

• Set up using a template
• Set up from scratch
• Set up via integration

1. Go to the AI agent section.

1. Choose one of the templates on the screen.

Or click template library for more options:

1. Either choose a template and click Use template, or click Start from scratch to create it step by step.

1. Go to AI agent and click Start from scratch.

1. In the Sources tab, click +Add new knowledge source to train the AI agent manually.

Select a type of source you would like to upload.

Once a source is uploaded, you can update, edit, delete, unlink, or turn it off:

• Unlinking keeps the source in your workspace but disconnects it from the AI agent. You can reconnect it anytime.
• Turning off keeps the source linked but temporarily disables it for all AI features.

To edit a source, click its name, make all changes you need, and click Save:

After adding all sources, switch the Products toggle to let the AI agent access your product catalog information.

Keeping knowledge sources well organized and up to date helps ensure accurate and reliable AI agent responses.

Here are a few tips to keep in mind:

• Include essential business information – add your company name, contact details, business hours, locations, and services.
• Provide complete product details – include descriptions, variations, specifications, and commonly requested information.
• Keep policies up to date – maintain clear return, refund, shipping, and delivery information.
• Cover common customer questions – address FAQs like payment methods, promotions, and order tracking.
• Structure content clearly – organize information using short sections, bullet points, and clear headings.
• Use consistent terminology – apply the same terms for products and services across all sources
• Update knowledge regularly – refresh content when products, pricing, or policies change.
• Use the More field correctly – guide the conversation when information is missing or unclear.

1. In the Actions tab, you can set the AI agent to perform tasks based on conditions. Each agent supports up to 20 Actions. Click + Add action to create one.

Each Action consists of three parts: WHEN (conditions), DO (actions to execute), and More (additional rules).

An Action can have up to 5 WHEN conditions. You can choose from suggested options or create your own by typing and saving a custom option in any WHEN field

The conditions include:

• Client wants to (Choose from purchase, get support, get a refund, speak to a human agent, or custom input)
• Client asks about (Choose from availability, delivery time, price, refund policy, order status, troubleshooting, or custom input)
• Client sentiment is (Choose from frustrated, confused, happy, neutral, sad, or custom input)
• Client provides their (Choose from email, phone, name, address, or custom input)
• Incoming message contains (Choose from greeting, profanity, url / link, or custom input)
• Message is received during specific hours (Set up working hours)
• Client hasn’t responded in: (Set a waiting time up to 24 hours) – available only in active chats within the 24-hour window, not available on the Base plan, with a waiting time from 1 minute to 23 hours 59 minutes after the client’s last message.

You can also define a custom WHEN condition by clicking the WHEN field, entering your desired condition manually, and pressing Enter:

If the WHEN conditions are met, the agent executes the listed DOs. The agent always sends a text reply to the lead and can perform up to 5 additional DOs selected from a preset list.

The preset list includes:

• Transfer to user
• Always use this exact message
• Always reply with this specific information
• Always bring up this topic
• Answer using knowledge base source
• Ask for client's
• Don't mention
• Attempt to bring up this topic
• Add task
• Set field
• Manage tags
• Start bot
• Change lead stage to
• Change responsible user in

The AI executes DOs in a logical order. For example: If a DO says “ask for contact details” and another says “thank you for contact details”, the AI will wait until the user shares their info before saying thanks.

The AI will try to understand the intent behind custom inputs, but it may not always work as expected.

You can decide if all WHEN conditions must be met, or any condition is enough to trigger the DOs.

Use the more field to add any extra guidance the AI agent should follow as it carries out the action. This is where you can fine-tune how the agent behaves when a situation needs a bit more clarity or checks.

You can add rules like:

• continue only when the client has shared the information you need
• pause the action if a question wasn’t answered
• ask for clarification when a message isn’t clear

These instructions help the AI agent handle specific cases more accurately and follow the action the way you intended.

1. In the Persona tab, you can customize how the AI agent communicates:

To do so, adjust the following fields:

• Role and personality

Set the agent’s overall persona, like “A sales manager who recommends the best products.” Use this field for a general tone and purpose (max 1500 characters). To learn how to write effective instructions, check the examples in the available AI agent templates.

• Tone of voice

- Casual – relaxed and informal

- Friendly – cheerful and highly informal

- Professional – polite and formal

• Length of replies

- Short: 100–200 characters

- Medium: 150–250 characters

- Long: 200–300 characters

The AI agent might adjust automatically based on the situation.

• Reply language

The AI agent supports all languages but works best with Kommo's system languages: English, Spanish, Portuguese, Turkish, Indonesian, and Russian. You can set the reply language manually or let the AI agent detect it automatically. If the lead's language can’t be clearly identified, the AI agent will default to one of the supported system languages.

• Delay before replying

Set how long the agent waits before replying (default: 600 seconds, range: 1–86,400). This helps avoid interrupting users who send multiple short messages in a row and allows them to complete their thoughts before the AI agent replies.

• Guidelines

Add specific rules for how the agent should communicate. Up to 50 lines, 300 characters each.

1. Click Save to save all your changes.

E-commerce businesses can connect multiple platforms to a single AI agent in Kommo to automate chats and handle store inquiries.

Here's how to set up the integration using Shopify as an example:

1. Click the Integrations tab. Click Install in the Shopify box.

1. This step depends on your current Shopify setup. If your Shopify store is already connected, you can skip this step. Click Install.

The following modal window will open:

1. Go to your Shopify store settings. Copy the domain listed under your store name (e.g., 9bb49f-c6.myshopify.com) and paste it into the integration modal window. Click Connect to complete the integration.

1. Open Shopify. Go to Apps > Shopify App Store.

1. Search for Kommo and click Install.

Log into your Kommo account and allow permissions.

1. Go back to Kommo and click Go to my Shopify store to continue the set up.

1. Turn the Kommo website chat button toggle on. This will allow the AI agent to communicate in live chat in your Shopify store.

1. Return to Kommo. The AI agent will begin syncing all your Shopify data.

1. Name your agent.

1. Use Test mode (on the right side of the screen) to see how the AI agent interacts with leads.

Learn how Test mode works in our article.

1. Click Save.

Once your AI agent is set up, check out our how to use guide to see how it works once it’s live.

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!