---
title: "How Kommo works"
slug: "kommo-basics"
description: "Learn the core Kommo concepts and how leads, pipelines, messaging, automation, and AI work together in your daily sales flow."
updated: 2026-07-06T15:27:00Z
published: 2026-07-06T15:27:00Z
canonical: "support.kommo.com/kommo-basics"
---

> ## 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.

# 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.

## Related

- [Getting started with Kommo](/getting-started-overview.md)
- [Kommo AI agent overview](/kommo-ai-agent.md)