Launch and use the AI Agent

February 11, 2026

What you’ll need:

  • Available with an active 14-day trial, and as a paid add-on on Base, Advanced, and Enterprise plans (after the trial).

Keep in mind:

  • Trial accounts can upload up to 10 sources; paid plans up to 100.
  • The AI agent only replies to incoming messages and can’t start conversations.
  • Only one AI Agent can be active per workspace. Saving a new agent will overwrite the existing one.
  • To get better results, don’t use the AI Power-Up and a Salesbot with messaging steps in the same pipeline stage as the AI agent.
  • To ensure fair use and prevent system overload, usage limits apply. If you hit a limit, an error will appear – you can purchase an AI agent package or contact Support for help.

In this guide, you’ll learn how to turn on the AI agent, use it in your pipeline, and manage how it responds to leads during conversations.

How to launch the AI agent?

To activate the AI agent, follow these steps:

  1. In the AI agent section, click Turn on AI agent.

  1. Next, choose where the AI agent should work:
  • Select the channel where the AI agent will reply to incoming messages. (For example, Live chat).

If your account doesn’t have any connected channels yet, you’ll be prompted to connect one first.

  • Choose the pipeline stages where the AI agent should operate.

  1. Click Turn on AI agent to activate it.

After activation, you’ll be redirected to the Settings tab, where you can see the linked channel and pipeline stages.

If you want the AI agent to work in more than one channel, you can add another channel and pipeline stages setup or remove any setup at any time.

Make sure your AI agent is set up before launching it. For setup instructions, check out our how to set up guide.

How to activate the AI agent in the pipeline?

  1. Open your pipeline and click Automate, or use the three dots (…) and select Edit pipeline.

  1. Next, hover over an empty block in any stage. Click +Add trigger.

Note: The AI agent activates only in stages with a trigger but keeps responding even if the conversation moves to stages with no triggers set up. If a lead enters a stage without an AI trigger, the agent won’t start new conversations there.

  1. Click + AI agent.

  1. The AI agent will be added to the pipeline.

To complete setup, select a conversational trigger– currently limited to incoming messages in the chosen channels.

  1. Click Done, then Save to save all changes.

Note: If the pipeline has multiple triggers or channels per stage, settings will reflect all relevant stages and channels. The AI agent won’t activate if no stage is selected.

How does the AI agent interact with leads?

  • Initial response: Automatically replies when a lead messages your business, detecting intent and responding accordingly.
  • Duration: Stays active as long as the lead’s questions match its knowledge sources.
  • Transfer to manager: Hands off the chat if it can’t help or the lead asks for a human.
  • Chat closure: Remains active until the chat is closed or transferred. After closing, there’s a 5-minute cooldown before it can start a new conversation.
  • Transfer details: Transferred chats appear unread and include full context for the manager.

How does the AI agent work with voice messages?

When a client sends a voice message, the Kommo AI agent automatically:

  • Converts the voice message into text using speech recognition
  • Processes the message like a regular text input
  • Uses Sources to find relevant business information
  • Follows Actions to determine the next steps
  • Understands the client’s intent based on context
  • Applies your Persona to match tone and style

Based on this, the agent generates a text reply, which can answer questions, ask follow-ups, update lead data, trigger automations, or pass the conversation to your team. Both the original voice message, its transcription, and the response are saved in Kommo for full visibility and follow-up.

Note: If a voice message cannot be transcribed (for example, due to poor audio quality or a processing error), the AI agent will notify the client and ask them to resend their request in text form. The message will be marked with an error indicator in the chat, and admins will receive a silent notification with a direct link to the affected conversation for quick review.

Voice transcription is enabled by default. To disable it, open the Settings tab and toggle off the Voice message transcription switcher:

How to review AI agent performance

Once the AI agent is active, you can review how it’s performing in the Performance tab. To open it, go to AI Agent → Performance.

This section shows activity from the last 7 days and updates automatically. Data refreshes daily at 12:00AM in the account’s time zone.

In this tab, you’ll see:

  • Unique leads: number of leads the AI agent interacted with in at least one conversation.
  • Answered conversations: number of conversations successfully handled by the agent.
  • Unanswered questions: number of conversations where the agent couldn’t provide an answer due to missing data or context.
  • Handover rate: percentage of conversations transferred to a human teammate.
  • Average response time: the agent’s average time to reply, based only on messages it actually sent.

These metrics help you monitor agent activity and outcomes at a glance.

How to disconnect the AI agent from a conversation?

  1. Open the active conversation and find the AI agent listed above the chatbox, next to the participants.
  2. Click its label to reveal a red stop button, then click it to disable the AI agent in that conversation.

Note: Once stopped, the AI agent won’t respond to the current or any future messages in any conversation.

A Turn off agent button in the AI agent’s settings instantly stops the agent in all conversations and deletes active triggers:

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!

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