Kommo AI agent is a built-in AI assistant inside Kommo that can automatically handle customer conversations and support tasks across channels 24/7, using your own business data and rules — with an average first response time of 3–8 seconds.
To get started, check out our how to set up guide and our how to use article.
Main subfeatures
The Kommo AI agent works by combining your business information (Knowledge sources) with rules and automation (Actions).
At a high level, the AI agent:
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Uses Sources to understand your products, policies, and business information
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Follows Actions to decide when and how to reply or update leads
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Applies your Persona settings to match your brand’s tone and style
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Uses integrations to pull real-time data from connected platforms
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Provides performance analytics to show agent activity and outcomes
Learn more about each subfeature:
Sources
Sources are where you upload your content — product details, policies, FAQs, business info, or other documents. The AI agent can only reply using sources.
Once a source is connected, the agent can:
- Recommend products
- Explain your return policy
- Share pricing and availability
- Answer common questions using your exact wording
Each source can be updated, edited, turned off, or unlinked without removing it from your workspace. This lets you control what the AI agent knows and keep data up to date.
Note: The AI agent replies only using sources and doesn’t access external data.
Actions
Actions guide the AI agent’s behavior. Each action detects specific customer messages and triggers the response you set.
Every Action has three parts:
1. WHEN
When conditions specify what triggers an action, based on what a lead says, how they feel, or when they don’t reply. Each part of a WHEN condition can be customized by typing and saving your own option.
2. DO
DO steps control what the AI agent does after a trigger. It always sends a reply and can request info, update the lead, start a bot, or transfer the chat. Steps run in order and wait for replies when needed. The agent only performs configured actions and can’t edit custom fields.
3. MORE
The More field lets you add extra instructions that guide how an action continues in specific cases—for example, waiting until the client shares required information.
Integrations
Integrations connect your online store to the AI agent so it can use real-time data in conversations. This feature is designed for e-commerce businesses that want the agent to access product details, stock levels and store policies directly from their platform.
Supported integrations include:
- Shopify
- WooCommerce
- Nuvemshop/Tiendanube
- Lazada
With these integrations, the AI agent can recommend available products, share prices in your account’s currency, check stock levels, and answer questions using your store policies.
This makes replies more accurate. For security, synced data is read-only – updates must be made in your e-commerce platform and synced again in Kommo.
Persona
Persona settings shape how your AI agent communicates. This is where you define its role, tone, and style so it feels like a natural part of your team.
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Role and personality: What the agent represents, like a sales rep recommending products or a support agent helping with orders.
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Tone of voice: Casual, friendly, or professional.
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Length of replies: Short, medium, or long replies depending on your audience.
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Reply language: The agent can detect the customer’s language or you can set one manually.
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Delay before replying: Add a short pause so the agent doesn’t reply instantly and interrupt customers.
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Guidelines: Specific things the agent should always follow, like words to avoid or details to highlight.
Performance
The Performance section shows how the AI agent performs in real conversations. It displays activity and outcomes from the last 7 days with automatically updating counters.
Here you can see the number of unique leads handled by the agent, answered and unanswered conversations, handovers to teammates, and average response time.
Testing the AI agent
Test mode lets you review how the AI agent responds before using it in live conversations. It shows only the agent’s replies and doesn’t include automations or handoffs.
See our Testing mode article to learn how to use it.
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.
