Work with AI agents

May 14, 2026

What you’ll need:

  • Available during the 14-day trial and as part of paid plans after the trial period.
  • The Voice messages feature is available only for clients on the Pro plan.

Keep in mind:

  • AI agents only reply to incoming messages and can’t start conversations.
  • You can create multiple AI agents in the same workspace.
  • The number of active AI agents depends on your subscription plan.
  • AI agent credits are shared across all agents in the workspace.
  • 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 activate AI agents in your pipeline, use triggers to control their behavior, and monitor how they perform in conversations.

If you haven’t set up your AI agents yet, check out our guide first.

Activate AI agents in the pipeline

To allow AI agents to start handling conversations, add them to the relevant pipeline stages using a trigger.

  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 and 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 + Launch AI agent.

  1. Select the AI agent you want to add to the pipeline, or create a new one.

Important: Multiple AI agents can work in the same pipeline when assigned to different stages. However, each pipeline stage can launch only one AI agent for new conversations created in that stage.

  1. Choose the conversational trigger that should activate the selected AI agent – currently limited to incoming messages in the chosen channels.

Important: Some stages already assigned to another AI agent may still appear available when setting triggers. If you try to save, only the available stages will be applied, and an error message will appear.

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

Once an AI agent is active in a selected stage, it can respond to incoming messages based on its assigned triggers and settings.

If a lead moves to another stage, new conversations will be handled by the AI agent assigned to that stage. Existing conversations will continue with the AI agent already handling them.

Stop AI agents in the pipeline

You can also use a pipeline trigger to stop a specific AI agent when a lead enters a stage.

This is useful when you want an AI agent to stop responding at a certain point in the pipeline, while another AI agent or a teammate continues the conversation.

  1. Open your pipeline → Click Automate or use the three dots (…) and select Edit pipeline.
  2. Hover over an empty block in the stage where you want the AI agent to stop and click +Add trigger.
  3. Select Stop AI agent.

  1. Choose the AI agent you want to stop.

  1. Click Done, then Save to apply your changes.

When a lead with an active conversation enters that stage, the selected AI agent will stop in all conversations linked to that lead.

If other AI agents are active for the same lead and are not included in the trigger, they will continue responding.

Understand how AI agents interact with leads

  • Initial response – The AI agent assigned to the current pipeline stage can automatically reply when a lead messages your business, based on the configured triggers and channels.
  • Conversation handling – The active AI agent remains engaged while the lead’s requests match its knowledge sources and settings. As the lead moves through the pipeline, other AI agents may become involved depending on the stage setup.
  • Transfer to manager – The AI agent can hand off the chat if it can’t help or if the lead asks to speak with a human.
  • Chat closure – AI agents remain active until the conversation is closed, transferred, or stopped by a trigger. After closing, there is a 5-minute cooldown before another conversation can begin.
  • Transfer details – Transferred chats appear unread and include full context for the manager.

Use voice messages with AI agents

When a client sends a voice message, the AI agent currently handling the conversation 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 AI agent generates a text reply. It can answer questions, ask follow-up questions, update lead data, trigger automations, or transfer the conversation to your team.

The original voice message, its transcription, and the AI agent’s response are saved in Kommo for 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:

Review AI agents usage and performance

Once your AI agents are active, you can review their performance in the Dashboard tab. To open it, go to AI agents→ choose an AI agent → click the Dashboard tab.

Each AI agent has its own Dashboard with information about:

Stats

Review performance for the last 7 days with metrics such as Unique leads, Answered conversations, Unanswered questions, Handover rate, Average response time, Weekend leads, and Weekend conversations.

Conversations by channel

Track how many conversations are coming from each connected channel.

Credit usage by message type

Monitor how credits are used for text messages and voice messages.

These insights help you understand how your AI agents are performing and how credits are being used.

To understand active AI agent limits and workspace capacity, see our AI agent limits guide.

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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