How Kommo works

Kommo is a messenger-based CRM that helps you turn conversations into sales.
Everything is built around how real sales teams work — chats, follow-ups, and deals moving forward. This article explains the core Kommo concepts and how they work together.

How Kommo is structured (big picture)

At a high level, Kommo helps you:

• capture incoming messages and requests

• organize them into leads

• communicate with customers from one place

• automate routine work

• track results and close deals faster

Most of your daily work happens in these areas:

• leads and pipelines

• contacts and companies

• messaging channels

• automation (Salesbot and triggers)

• Kommo AI

Let’s break them down.

Leads: where sales happen

A lead represents a potential deal with a customer. It’s a single sales opportunity that moves through your process — from first contact to won or lost.

Each lead brings everything together in one place:

• all customer messages

• tasks and reminders

• notes and files

• linked contacts or companies

• deal value and current stage

Every new incoming chat, form submission, or call can automatically create a lead — so nothing gets lost.

Pipelines and stages: your sales process

Leads live inside pipelines. A pipeline is a visual board that represents each step of your sales process, for example:

• new inquiry

• qualified

• negotiation

• payment

• won or lost

With pipelines, you can:

• create multiple pipelines for different products or teams

• rename and reorder stages

• move leads by drag and drop

• trigger automations when a lead changes stage

This makes it easy to track progress, spot bottlenecks, and keep deals moving.

Contacts and companies: who you sell to

Contacts represent individual people. Companies represent the businesses those contacts belong to.

A contact or company can be linked to:

• one or multiple leads

• all past messages and calls

• tasks, notes, and custom fields

For example, a returning customer may have several leads over time — all connected to the same contact. This gives your team full context without repeated questions or missing history.

Channels: where conversations come from

Kommo connects all your communication channels into one inbox. Common channels include:

• WhatsApp

• Instagram

• Facebook Messenger

• Telegram

• email

• web forms and live chat

Once connected:

• messages from all channels land in Kommo

• each conversation is linked to a lead

• your team replies from a single interface

No switching between apps — everything stays in one place.

Salesbot: automation inside conversations

Salesbot is Kommo’s automation tool for chats. It helps handle routine steps automatically, so your team can focus on real conversations.

You can use Salesbot to:

• greet new leads automatically

• ask qualifying questions

• send follow-ups and reminders

• assign leads to the right sales rep

• update fields or move leads between stages

Salesbot works 24/7 and follows the rules you set.

Kommo AI: smarter work, less manual effort

Kommo AI helps your team reply faster and stay consistent. Depending on your setup, Kommo AI can:

• suggest replies in chats

• summarize conversations

• help fill in lead fields

• power an AI agent that replies to customers automatically

Kommo AI uses your chat history, knowledge sources, and business rules — helping reduce manual work and improve response quality.

Tasks and reminders: nothing slips through

Tasks help your team stay on top of next steps. You can create tasks to:

• call a lead

• follow up after a message

• prepare a quote

• check payment status

Tasks can be:

• added manually

• created automatically by Salesbot or integrations

• assigned to specific team members

Overdue tasks are highlighted, so important actions don’t get missed.

Automations and integrations: connect everything

Kommo supports:

• triggers based on lead actions

• integrations with ads, forms, calendars, and other tools

• API and no-code platforms like Zapier

This lets you:

• route leads automatically

• sync data with other systems

• build end-to-end workflows without manual effort

How it all works together

Here’s a simple example:

1. A customer messages you on WhatsApp

2. Kommo creates a new lead in your pipeline

3. Salesbot greets the customer and asks a question

4. A task is created for a sales rep

5. The rep continues the conversation and moves the lead forward

6. Kommo AI helps speed up replies and summaries

All in one place — without chaos or lost leads.