---
title: "Assist customers with a 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."
tags: ["AI Agent", "Kommo AI"]
updated: 2026-08-17T13:23:08Z
published: 2026-08-17T13:23:08Z
canonical: "support.kommo.com/ai-agent-assist"
---

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

# Assist customers with a Kommo AI agent

> [!NOTE]
> **What you’ll need:**
> 
> - Available during the 14-day trial and on Advanced, Pro, and Enterprise plans. Base plan accounts can continue using the AI agent if it was activated previously.
> 
> **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.
> - You can create multiple AI agents in the same workspace. The number of active AI agents depends on your subscription plan. To learn more, [check our AI agent limits article](/resources/docs/understand-limits-ai-agents#limits-for-active-ai-agents).
> - AI agents use the shared AI credits available in your account. If you run out of credits, AI agents stop responding until your credits renew or an admin purchases an additional AI credit package. To learn more, see our [Kommo AI limits article](/resources/docs/ai-agent-packages).

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.

![AI agent dashboard with credit balance and activity metrics.](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](/resources/docs/create-an-ai-agent-using-automatic-setup) to create one automatically.

![Kommo AI agent landing page with the Build my AI agent option.](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:

![Customer support AI agent builder displaying the settings page.](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](/resources/docs/ai-agent-manual-setup#set-up-ai-agents-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**.

![Customer support AI agent builder displaying the AI agent rule builder.](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).

![Customer support AI agent builder displaying the Sources area for adding reference content.](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](/resources/docs/add-and-manage-ai-knowledge-sources).
5. Go to the **Actions** tab and click **+ Add action** to create one.

![Customer support AI agent builder displaying the AI agent rule builder.](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:

![Customer support AI agent builder displaying the More field for additional agent 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**. ![Customer support AI agent builder displaying the WHEN section for defining the rule condition.](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****.***

![Customer support AI agent builder displaying the custom condition fields in the rule builder.](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?*’

![Customer support AI agent builder displaying the DO section for choosing the agent action.](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*.

![Customer support AI agent builder displaying the settings page.](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**.

![Customer support AI agent builder displaying the configured rule with the Save button.](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.

![Customer support AI agent builder displaying the WHEN section for defining the rule condition.](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**.
> 
> ![Customer support AI agent builder displaying the Actions tab with available automation actions.](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*’.

![Customer support AI agent builder displaying the More field for additional agent instructions.](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.

![Customer support AI agent builder displaying the Sources area for adding reference content.](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.

![Customer support AI agent builder displaying the custom condition fields in the rule builder.](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*’.

![Customer support AI agent builder displaying the Add button.](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*’.

![Customer support AI agent builder displaying the Add button.](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*’.

![Customer support AI agent builder displaying the More field for additional agent instructions.](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**.

![Customer support AI agent builder displaying the WHEN section for defining the rule condition.](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.

![Customer support AI agent builder displaying the Add button.](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.

> [!NOTE]
> **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](/resources/docs/ai-agent-testing).

Once your AI agent is ready, you can launch it. Learn how to do this in [our article](/resources/docs/ai-agent-usage).

## Related

- [Qualify leads with a 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)