---
title: "Assist customers with Kommo AI agent"
slug: "ai-agent-assist"
description: "Learn how to set up the Kommo AI agent to handle customer support requests automatically and assist clients throughout the conversation."
updated: 2026-04-29T16:23:53Z
published: 2026-04-29T16:23:53Z
canonical: "support.kommo.com/ai-agent-assist"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.kommo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Assist customers with Kommo AI agent

> [!NOTE]
> **What you’ll need:**
> 
> - Available with an active 14-day trial, and as a paid add-on on Base, Advanced, Pro and Enterprise plans (after the trial).
> 
> **Keep in mind:**
> 
> - DO actions such as **Manage tags** and **Set field** are available on Advanced, Pro, and Enterprise plans only.
> - 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.
> - 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](https://www.kommo.com/contact-us/) for help.

In this article, you’ll learn how to configure the AI agent with multiple actions to provide customer support, from the first reply to answering common questions and transferring conversations when needed.

# Set up the AI agent step by step

1. Go to the **AI agent** section.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-00qoiudj.png)

> [!NOTE]
> **Note:** If you’ve never created an AI agent before, click on **Create my AI agent**. Then, follow the steps in [our guide](https://www.kommo.com/support/crm/ai-agent-automatic-setup/) to create one automatically.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-frzdfb5x.png)
2. Go to the **Persona** tab and configure how the AI agent should communicate with your clients. Configure the following fields:

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-geua8vg6.png)

To learn more about how to set up the AI agent’s Persona, [check our manual setup guide](/v1/docs/create-an-ai-agent-manually).
  1. **Role and personality**
  2. **Tone of voice**
  3. **Length of replies**
  4. **Reply language**
  5. **Delay before replying (seconds)**
  6. **Guidelines**
3. In the **Sources** tab, click on **+ Add new knowledge source**.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-w4o21tme.png)

Choose a source type to add relevant information about your business. This will allow the AI agent to provide answers based on your business information (e.g., services you offer, pricing, business hours, or frequently asked questions).

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-p490iaay.png)

Once you’ve added the information about your business, save it.
4. To learn more about how to add a source, check our article about [AI Knowledge sources](/v1/docs/add-and-manage-ai-knowledge-sources).
5. Go to the **Actions** tab and click **+ Add action** to create one.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-o8f8t1nj.png)

For each action you’ll need to define the following instructions:

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-l5ywt2b1.png)
  1. **WHEN** - conditions the AI agent needs to meet to answer.
  2. **DO** - actions the AI agent will execute when the conditions are met.
  3. **More** *(optional)* - additional rules the AI agent should follow when a situation needs a bit more clarity or checks.

> [!WARNING]
> **Important:** The AI agent will try its best to interpret these instructions, but it may not always work as expected.

## Start assisting customers

### A. Set up the first-contact action

1. Choose the WHEN condition **Incoming message contains: greeting**. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-pqiyx2x1.png)

You can also type your own custom WHEN condition manually and press **Enter** to save it. For example: add phrases like *hello* or *hi there****.***

**![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-v97q0yqg.png)**
2. Select the DO actions **Always use this exact message** and add a welcome message. For example: ‘*Hi! Thank you for contacting us. What can we help you with?*’

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-7i97m2pv.png)

You can also add other actions like **Manage tags** and add a tag to the incoming lead like *new-lead*.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-cj3yy52k.png)
3. Click **Save action**.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-awi3zagv.png)

### B. Collect customer details and update the lead card

1. Select the WHEN condition **Client wants to: purchase**. This helps the AI agent recognize clients who may need help choosing a product or service.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-twfd6atc.png)

2. Add the following DO actions:

- **Always bring up this topic** and ask what the client is interested in to better understand their needs before making recommendations. For example: ‘*What kind of product or service are you looking for today?’.*
- **Ask for client’s: budget** to suggest more relevant options.
- **Manage tags** and add useful tags to the **lead**, such as *interested-client* or *budget-shared*.
- **Set field** to save information in the lead card. For example, store the client’s budget in a **Sale** field automatically.

> [!NOTE]
> **Note:** Actions such as **Manage tags** and **Set field** are only available on the **Advanced plan and higher**.
> 
> ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-0ncu4l1b.png)

1. In the **More** field, add extra guidance for how the AI agent should continue the conversation. You can add the following instruction: ‘*If the client needs help choosing a product or solving an issue, ask follow-up questions to understand their needs while naturally collecting any missing details during the conversation*’.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-femwdemu.png)
2. Save the action.

### C. Add support sources for better answers

1. Go to the **Sources** tab → Click **+ Add new knowledge source**.
2. Choose a source type (Existing knowledge source, URL, DOC, DOCX, PDF or Text) and add information your AI agent can use to answer common customer questions.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-ma5fjzs5.png)

You can add the following sources:

- **Delivery options** → you can add shipping methods, estimated delivery times, pickup availability, and costs.
- **Products and services** → include product categories, key features, pricing, and availability.
- **Custom product orders** → add information about personalization options, production times, and how clients can request a custom item.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-m4gbi0hg.png)

> [!WARNING]
> **Tip:** Creating separate sources for different topics can make replies more accurate and easier to update later.

1. Save each source after adding the information.
2. Go back to the **Actions** tab → Click **+ Add action**.

You can now create a separate action for each source. This helps the AI agent use the most relevant information based on what the client asks.

#### **Answer delivery questions**

Choose the WHEN condition **Each time client asks about:**, and enter the value **delivery**.

Then, add the DO action **Answer using knowledge base source** and select the **Delivery options** source.

You can add the following to the More field: ‘*If the client asks about an existing order, explain delivery times and offer extra help if needed*’.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-gvy7d1vk.png)

Click **Save action** to keep your changes.

#### **Answer product questions**

Use the WHEN condition **Each time client asks about:**, and enter the value **product**.

Next, add the DO action **Answer using knowledge base source** and select the **Products and services** source.

You can add the following in More: ‘*Recommend suitable options based on the client’s needs and budget, asking follow-up questions if more details are needed*’.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-6bezub0o.png) Once ready, save the action.

#### **Handle custom product requests**

Select the WHEN condition **Each time client asks about:**, and enter the value **custom product**.

After that, choose the DO action **Answer using knowledge base source** and select the **Custom product orders** source.

Add the following to More: ‘*Ask for the product type, preferred specifications, quantity, and deadline, and offer to transfer the client to a specialist if approval is needed*’.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-54vvac8d.png)

When you're done, click **Save action**.

### D. Transfer conversations to a human operator

1. Choose the WHEN condition **Client wants to: get support**.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-6u3j0i2w.png)

You can also add custom phrases such as *human agent, speak to a person, complaint, refund issue,* or *need help*. This helps the AI agent recognize when a human handoff may be needed.

2. Add the following DO actions:

- **Transfer to user** and choose to transfer the conversation **with client’s permission** and **with conversation summary**. This gives your team useful context so the client does not need to repeat information.

You can also add a message such as: ‘*I’ll connect you with a support specialist who can help you further. Please wait a moment*’.
- **Add task** and set it to create an immediate follow-up task for the current responsible user, using Fill with AI in the comment field to generate a helpful task comment based on the conversation.

![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/how-to-set-up-the-kommo-ai-agent-hubs--spokes-image-wqvczt2q.png)

This helps notify the responsible user and ensures the request is followed up quickly.

3. Click **Save action**.

With this setup, your AI agent can answer common customer questions, collect useful details, and transfer more complex conversations to your team when needed.

This can help your team respond faster, reduce repetitive work, and keep customer data organized in your CRM.

> [!WARNING]
> **Note:** Before launching the AI agent, we recommend using **Test mode** to review how it responds in different situations and make sure each action works as expected. Try messages such as asking about pricing, requesting more information before buying, or asking for support. If needed, update the relevant **WHEN**, **DO**, or **More** instructions. Learn more in [our article about Testing the AI agent](/v1/docs/testing-the-ai-agent).
> 
> 
> 
> Once your AI agent is ready, you can launch it. Learn how to do this in [our article](/v1/docs/launch-and-use-the-ai-agent).

## Related

- [Qualify leads with Kommo AI agent](/ai-agent-lead-qualification.md)
- [Kommo AI agent overview](/kommo-ai-agent.md)
- [Set up AI agents](/ai-agent-manual-setup.md)