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:
A customer messages you on WhatsApp
Kommo creates a new lead in your pipeline
Salesbot greets the customer and asks a question
A task is created for a sales rep
The rep continues the conversation and moves the lead forward
Kommo AI helps speed up replies and summaries
All in one place — without chaos or lost leads.
What to explore next
If you’re just getting started, good next steps are:
Kommo is flexible — you can start simple and automate more as you grow.
If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact 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 14-day free trial or book a free live demo.