What you’ll need:
A documented sales process with clear pipeline stages and owners
Admin access in Kommo to configure automations
At least one repetitive action that follows a stable rule
Test leads and connected channels for checking each workflow
Keep in mind:
The eight levels are a planning guide, not locked stages or feature unlocks. Start with the level that matches your current goal.
Automate a stable process. Automation cannot fix unclear ownership, inconsistent stages, or missing data.
Start with internal actions before enabling client-facing messages or automatic stage movement.
Feature availability and limits depend on your Kommo plan. See Compare Kommo plans.
Every automation needs an owner, a test case, and a fallback process.
The AI agent replies only after a client sends an incoming message and cannot start conversations.
Use this guide when your sales process is already defined but you need to decide which automation to introduce next. For complete setup instructions and examples, see Automate repetitive sales work.
Choose an automation level
Start with the first level that matches a stable, repeated process. You do not need to complete every earlier level before moving to another one.
Level | Best when | What to automate | Risk |
|---|---|---|---|
1. Internal reminders | Work is missed because teammates forget the next action. | Tasks, internal messages, and stage hints | Low |
2. Lead organization | Your team repeatedly assigns leads or updates the same record data. | Responsible users, tags, and fields | Low to medium |
3. Pipeline movement | Reliable conditions show when a lead is ready for the next stage or team. | Stage changes, related leads, and handoffs | Medium |
4. Client communication | Your team sends the same confirmations, reminders, or follow-ups. | Templates, emails, and messenger messages | Medium |
5. Structured conversations | A conversation follows predictable questions, answers, and branches. | Salesbots for qualification, routing, and data collection | Medium to high |
6. AI-assisted workflows | Clients need answers that depend on their questions or conversation context. | Kommo AI tools and AI agents | Medium to high |
7. Lifecycle communication | You need to communicate with changing groups of leads. | Segments, broadcasts, and advertising audiences | High impact |
8. External systems | Kommo must exchange data with another business system. | Native integrations, Zapier, n8n, webhooks, and API | High technical complexity |
Check your process is ready
Write the manual process from the starting event to the expected result.
Confirm that each pipeline stage has one clear meaning and owner.
Identify the fields, tags, sources, stages, or message events that can be used as reliable conditions.
Define what should happen when required data is missing or the main owner is unavailable.
Choose one repetitive action that is easy to observe and reverse.
Prepare a matching test lead and a non-matching test lead.
If the pipeline or ownership rules are still changing, complete that work first. See Set up your first sales pipeline.
Choose the right Kommo automation tool
Goal | Use | Start here |
|---|---|---|
Create tasks, update records, or move leads when conditions are met | Pipeline automation | Automate pipeline actions and Set up digital pipeline triggers |
Notify a teammate without sending a message to the client | A Salesbot with an Internal message step | Go to Pipelines → select a pipeline → Automate → + → Salesbot. Add and configure the Internal message step inside the Salesbot. See Salesbot overview. |
Reuse consistent chat or email messages | Chat templates and email templates | Create and use chat templates and Create and use email templates |
Ask predictable questions, collect data, and follow fixed branches | Salesbot | |
Answer incoming questions using connected business information | AI agent | |
Group matching leads and send targeted messages | Segments and Broadcasting | |
Connect a messaging channel to Kommo | WhatsApp Business, Instagram, or TikTok | Start with the channel your business already uses. See Connect WhatsApp Business to Kommo, Connect Instagram to Kommo, or Connect TikTok to Kommo. |
Plan your automation roadmap
Choose one outcome. Define the single manual action or delay the automation should remove.
Document the rule. Write the trigger, conditions, action, owner, expected result, and fallback process.
Start with a low-risk internal action. Create a task, update a field, add a tag, or notify one teammate.
Test before expanding. Confirm the action runs once for a matching lead and does not run for a non-matching lead.
Add client-facing automation carefully. Check the recipient, channel, timing, consent, template, and human handoff.
Add AI or lifecycle automation after the process is stable. Review unanswered questions, handoffs, audience rules, and credit usage.
Connect external systems last. Define the source of truth, field mapping, duplicate handling, retries, error logging, and fallback process.
Test every automation
Test case | What to confirm |
|---|---|
Positive | The correct lead meets the conditions and the action runs once. |
Negative | A lead that does not meet the conditions is not changed. |
Missing data | The workflow does not send an incorrect message or move an incomplete lead. |
Repeat | Repeating the event does not create duplicate tasks, messages, leads, or external records. |
Fallback | An unavailable channel, inactive owner, failed integration, or unexpected reply reaches a safe human process. |
Review the automation launch checklist
The manual workflow is documented and used consistently.
The automation has a trigger, conditions, action, owner, expected result, and fallback.
Required fields, tags, templates, and channels are ready.
Responsible users and fallback owners are defined.
Positive, negative, missing-data, repeat, and fallback cases are tested.
Client-facing messages use the correct recipient, channel, template, timing, and consent rules.
Salesbot and AI agent handoffs are tested.
Duplicate actions are prevented.
External integrations have error handling and a fallback process.
The team knows which actions are automated and which remain manual.
Confirm your first automation works
A good first result is visible and easy to verify: one routine internal action happens under the correct conditions, does not run twice, and saves time without making the process harder to understand.