Kommo AI agent overview

The Kommo AI agent is a tool that helps your business communicate with leads more efficiently by automatically handling customer queries across multiple channels 24/7.

For information on other Kommo AI features, check out our Kommo AI: Overview article.

1. Answer product questions

If your product info in Kommo is complete (name, size, link, price, stock), the agent can:

- Recommend the right product

- Suggest sizes

- Share links, availability, and pricing in your account’s currency

1. Track orders

Fetches order details from your e-commerce integration to update customers.

1. Share store policies

Uses your uploaded policies (returns, shipping, refunds) to give accurate, consistent answers.

1. Handle small talk

Responds to simple messages like “Hi” or “Thanks!” without extra setup.

1. Qualify leads & collect info

Asks questions, captures key details, and preps leads for your team to follow up.

• 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.
• It can’t update lead fields or interact with anything beyond configured settings.
• It replies using only the info in your connected sources (like products, policies, and orders) and doesn’t access any external data.
• 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.
• The AI agent uses the currency set in your account settings.

The AI agent can act like a team member, such as a sales rep or support agent.

1. In Settings, click AI agent.

1. Choose one of the templates on the screen.

Or click templates library for more options:

1. Either choose a template and click Use template and apply one or click Start from scratch to set up manually.

1. Go to Settings → AI agent. Click Start from scratch.

1. In the Knowledge tab, click +Add new knowledgesource 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 account but disconnects it from the AI agent. You can reconnect it anytime.
• Tnuring 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.

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 two parts: WHEN (conditions) and DO (actions to execute):

WHEN: Trigger conditions

An Action can have up to 5 WHEN conditions. You can select conditions from a list of suggestions:

- 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)

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

DO: The AI’s response

If the WHEN conditions are met, the agent executes the listed DOs. You can only choose up to 5 DOs 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

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.

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. Supported integrations include:

1. Shopify

1. WooCommerce

1. Nuvemshop/Tiendanube

1. Lazada

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. Test how the AI agent interacts with leads in Playground mode (on the right side of the screen).

1. Click Save.

Once the AI agent is set up, you can activate it by clicking Turn on AI agent:

Next, select what pipeline stage and channels the AI agent will be active in:

Finally, click Turn on AI agent to activate it.

1. Open your pipeline by clicking Leads. Next, hover over an empty block in any stage. Click +Add trigger.

1. Click + AI agent.

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

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

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

• 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 base.
• 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.

A well-organized and up-to-date knowledge base is essential for ensuring that the Kommo AI agent provides accurate and reliable responses.

Follow these tips to optimize your information and deliver the best customer experience:

1. Always include general business information: Add your company’s name, contact details, business hours, locations, and services. This helps the AI agent respond accurately to basic inquiries.

1. Product information: Provide detailed descriptions of all products, including sizes, materials, colors, and variations. Include commonly asked details such as care instructions or compatibility (e.g., device specifications or accessory requirements).

1. Policies and guidelines: Keep your return, refund, and exchange policies clear and up to date. Add information about shipping timelines, costs, and delivery options (e.g., expedited shipping).

1. Common customer inquiries: Address FAQs such as accepted payment methods, how to use promo codes, and order tracking instructions. Make sure to include troubleshooting tips in your policies.

1. Promotions and discounts: Share details about active campaigns, bundles, or discounts, including their start and end dates.

1. Structure content clearly: Organize text into short paragraphs or bullet points for easy scanning. Use clear headings, such as “Product care,” “Delivery information,” or “Payment options.”

1. Use consistent terminology: Standardize terms for products and services to prevent confusion (e.g., consistently use “refund” instead of “money back”).

1. Stay updated: Regularly update the knowledge base with new information, such as product launches, price changes, or policy updates.

1. Test in Playground mode: Use the AI agent’s Playground mode to test how it handles customer interactions based on your uploaded content. Note that the Playground focuses solely on testing the AI agent and does not simulate the full pipeline flow.

1. Open the active conversation and find the AI agent listed above the chatbox, next to the participants.

1. Click its label to reveal a red stop button, then click it to disable the AI agent in that 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!