Kommo AI agent: overview

The Kommo AI agent helps businesses communicate with leads more efficiently by automatically handling customer queries across multiple channels. Using information such as product details and company policies, the AI agent:

• Saves time by managing repetitive questions.
• Provides instant responses 24/7.
• Delivers consistent replies based on your business information.

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

The Kommo AI agent enhances customer interactions in various business cases. Here are some examples:

1. Consulting on product details and availability

The AI agent can answer questions about product descriptions, pricing, and availability using data from the Products list in Kommo. It provides accurate responses if:

• Product names, characteristics, prices, and descriptions are fully detailed.
• Stock availability is updated in Kommo.
• Prices are displayed in the currency set in your Kommo account.

1. Order tracking and updates

For order-related inquiries, the AI agent identifies the correct order and provides order status from Shopify, keeping customers informed and reassured.

1. Providing business information

Using uploaded policies (e.g., delivery, returns, refunds), the AI agent ensures accurate responses. Keeping these policies comprehensive and up-to-date is essential.

1. Answering low-context queries

For general greetings like “hello” or “goodbye,” the AI agent provides simple responses without needing extra training.

These use cases demonstrate how the Kommo AI agent improves customer experiences by saving time and ensuring consistent, high-quality service.

There are a few limitations to keep in mind when working with the AI agent:

1. To ensure maximum efficiency, avoid using the AI Power-Up feature and a Salesbot with messaging steps to manage incoming messages in the same stages as the AI agent. By using only one tool per account for lead management, you ensure that the selected tool can fully optimize its functionality without interference from other features.
2. Manually added sources to the Kommo AI agent’s knowledge base can be updated or modified as needed, giving flexibility to adjust content. However, information synced directly from Shopify is locked and cannot be edited within Kommo, ensuring data consistency but limiting customization.
3. The AI agent cannot be connected to chats with the WhatsApp Lite channel.
4. The AI agent will work in a conversation until it eventually transfers communication to a human. For it to work in a new conversation, make sure that the previous one was marked as closed. Keep in mind that once a conversation is closed, the AI agent requires a five-minute cooldown before it engages in a new conversation.
5. The AI agent communicates with clients using only the information available in your sources, such as products, policies, and orders. It does not have access to any external data.
6. The AI agent provides responses using the currency set in the account’s Settings. If the currency is updated, the agent may not immediately reflect the changes. Typically, it takes about one hour for the updates to take effect.
7. To ensure fair access and prevent system abuse, usage limits apply. Once you reach any limits, an error message will appear. You can contact Support to reset this limit for your account.
8. Currently, only one AI agent can be installed per Kommo account. The AI agent supports only one active connection to your integration, which provides it with information about your business (e.g., a choice between Shopify or WooCommerce). Currently, only the Shopify integration is available for you to connect to the AI agent, however, more integrations will become available in February 2025.

The AI agent is built to streamline customer communication for businesses of all sizes and industries. Currently, Kommo offers several setup options:

For ecommerce businesses, connecting the AI agent with an integration, such as Shopify, offers a powerful way to automate customer interactions and manage online store inquiries efficiently. This section provides step-by-step instructions to connect the AI agent to your Shopify store, sync essential data, and tailor the setup to your specific business needs. With this integration, you can streamline order tracking, answer product-related questions, and provide top-tier support to your customers.

To set up the integration, follow these steps:

1. In Settings, go to Kommo AI → AI Agent and turn the toggle on.

1. Click Go to Shopify Integration in the Shopify integration section.

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

Check the privacy policy checkbox, then click Install.

The following modal window will open:

1. 4. 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.

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. After synchronization is complete, you can review the data that was collected:

• Successfully uploaded sources will show a green checkmark.
• Any sources not uploaded will show a gray checkmark.
• Click View Source to view any uploaded source in text format.

1. Alternatively, click +Add source to upload additional sources manually.

1. Go to the Settings tab and select the communication channels where the AI agent will operate. The agent will handle all new incoming messages in these selected channels.

If you have channels connected, but haven’t selected any, the agent can still be saved but will only function in Playground mode for testing purposes. It won’t interact with clients.

1. Test how the AI agent interacts with your clients using the sources you’ve provided in Playground mode (located on the right side of the screen).
2. Finally, click Save to activate your AI agent. Your setup is now complete!

Once you finish setting up the agent, you can access it again via settings or in the pipeline.

If you do not have Shopify connected, you can set up the AI agent directly through Kommo. Let’s look into setting up the AI agent manually:

1. Go to Settings → Kommo AI → AI Agent and turn the toggle on.

1. Click add sources to train the AI agent manually.

1. The setup process will start. You will see a list of suggested sources that you will be asked to upload.

1. Click View product list to open your Kommo product list. Ensure all product details are filled in.
2. Then, upload text sources by clicking + Add Source.
3. Use the Playground (the screen on the right) to test how the AI agent will behave like.
4. In the Settings tab, select the communication channels where the AI agent will manage messages.

In the settings menu, you can fine-tune how the AI agent operates to suit your business needs. Here are the available customization options:

• Choose the preferred language for the AI agent to use in conversations. Right now, it supports English, Spanish, Portuguese, and Russian.
• Specify a custom message to notify clients when the AI agent transfers a conversation to a responsible user.
• Choose a condition to define when the AI agent will be triggered.

• Check the Summarize the conversation box to allow Kommo to create notes summarizing conversations between clients and the AI agent. These notes will include key points and highlights for easier review. The notes will appear in the conversation right after the AI agent transfers the conversation to you.

1. Click Save to activate the AI agent. Setup is complete!

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 agent will be added to the pipeline.

The setup will continue within the pipeline. To finish the setup, choose a condition to trigger the AI agent. Currently, the AI agent can only be executed by an incoming message in the selected channels:

Keep in mind that if there are other Salesbots that were added to the same stage, the Salesbots will interfere with the AI agent. To learn more about Salesbots, read our How to create a Salesbot article.

Click Done, then Save to save all changes. Your setup is complete!

This section provides an overview of how the AI agent handles leads from the moment they message your business, ensuring seamless communication and efficient lead management.

1. When a lead messages your business: The AI agent automatically engages with incoming messages. It identifies the lead’s intent based on the content of the message and provides relevant responses.
2. Duration of AI interaction: The AI agent continues to assist the client as long as their questions are within its knowledge base.
3. Transferring leads to a manager: If the AI agent encounters a question it cannot answer or the lead requests direct communication with a person, the conversation is seamlessly transferred to a manager.
4. How transfers appear in chat: When a conversation is transferred, the chat log marks the transition by keeping the conversation unread in the chat list. The responsible manager will see the full context of the conversation, including AI-generated summaries if enabled.

This structured interaction ensures that your leads are handled promptly, with the flexibility to escalate cases to human managers when needed.

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. 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).
2. 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).
3. 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.
4. Promotions and discounts: Share details about active campaigns, bundles, or discounts, including their start and end dates.
5. 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.”
6. Use consistent terminology: Standardize terms for products and services to prevent confusion (e.g., consistently use “refund” instead of “money back”).
7. Stay updated: Regularly update the knowledge base with new information, such as product launches, price changes, or policy updates.
8. 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.

To stop the Kommo AI agent from responding in a conversation, follow these steps:

1. Open the conversation where the AI agent is active. Look for the AI agent listed above, next to the participants in the conversation.
2. Click on the AI agent label to display a large red button.

1. Click the red button to stop the AI agent from responding in that conversation.

This process gives you full control over how and when the AI agent engages with customers, ensuring flexibility in managing communications.

By effectively setting up and maintaining the AI agent and its knowledge base, you can simplify customer interactions, save time, and ensure consistent, high-quality responses—all while focusing on building strong customer relationships.

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!