What you’ll need:
At least one business messaging channel your clients already use
Administrator (Admin) access in Kommo to connect channels and configure workspace-wide communication tools
A simple pipeline for new conversations, qualification, follow-up, and closed leads
A test client account, phone number, or social profile for each connected channel
Keep in mind:
Messaging windows, supported formats, templates, pricing, and approval rules differ by channel.
Only connect channels your team is prepared to monitor and support consistently.
Some features, including bots, broadcasting, advanced automations, and AI-agent capabilities, depend on your Kommo plan and enabled packages.
The AI agent replies to incoming messages. It cannot start a conversation with a client.
Test routing, assignments, templates, and automations before using them with real clients.
Choose this guide if your business handles a large number of client conversations through WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, website chat, Apple Messages for Business, or other messenger channels.
The goal is to give every conversation a clear owner, preserve the full client history, reduce repetitive work, and make the next action visible. This helps teams respond faster without relying on personal phones, separate inboxes, or manual handover notes.
What you can build in Kommo
Kommo can support several communication models. Most high-volume teams use a combination of them.
Communication model | Best for | How it works |
|---|---|---|
Shared inbox | Teams receiving conversations across several channels | Connected conversations appear in Kommo and stay linked to the relevant lead, contact, responsible user, tasks, and pipeline history. |
Assigned conversation workflow | Teams divided by region, product, language, shift, or department | New conversations are assigned using rules, then moved through stages as the team qualifies and follows up with the client. |
Bot-assisted communication | Repeated questions, structured qualification, and after-hours intake | A bot follows predefined steps, sends messages, collects answers, updates records, and routes the conversation. |
AI-assisted communication | Teams that need faster replies, conversation summaries, and automatic first-line handling | Kommo AI helps teammates write and understand messages, while the AI agent can manage supported incoming conversations automatically. |
Broadcast communication | Reminders, service updates, launches, announcements, and re-engagement | Approved audiences receive private messages through supported channels, with delivery and engagement results tracked in Kommo. |
Useful business use cases
High-volume sales inquiries: Route new conversations to a shared team and prevent important prospects from remaining in a personal inbox.
Multiple brands, regions, or languages: Assign conversations by channel, product, region, language, or team while keeping one operating standard.
Long buying journeys: Preserve messages, files, voice notes, tasks, and previous decisions while the lead moves through the pipeline.
Shift-based teams: Let another teammate continue from the same client history when the original owner is unavailable.
Qualification at scale: Collect product interest, location, budget, timeline, or booking needs before a specialist joins the conversation.
Post-sale communication: Keep onboarding, delivery, installation, renewal, and service conversations connected to the client record.
After-hours service: Use a bot or AI agent to acknowledge the client, answer common questions, collect details, and create the right follow-up.
Client updates at scale: Use broadcasts for reminders, service changes, event invitations, product updates, and feedback requests.
Step 1. Choose the right messenger channels
Start with the channels that already generate valuable conversations. Do not connect a channel only because it is available.
Channel | Useful for | Important considerations |
|---|---|---|
WhatsApp Business | Direct sales, quotes, appointment reminders, order updates, repeat clients, and broadcasts | Free-form replies depend on the customer-service window. Approved templates are required to start or continue some conversations outside that window. |
Direct messages, comments, story mentions, product questions, and social-media inquiries | Meta applies messaging windows and format restrictions. Older conversations may no longer accept replies. | |
Facebook Messenger | Page messages, comments, click-to-message ads, and ongoing client communication | Messaging after the standard window may require an approved tag or subscription topic. |
TikTok | Direct messages, comments, shared posts, social inquiries, and messaging-ad conversations | Availability and message rules depend on region and TikTok account settings. |
Website chat | Visitors comparing offers, requesting help, or asking questions before submitting a form | Choose which channels appear in the website chat button and make sure each option is actively monitored. |
Telegram and other messengers | Markets or customer groups that prefer alternative messaging apps | Supported formats, bots, broadcasts, and contact matching depend on the specific integration. |
Connect one primary channel first, test the full route, and add more channels only after the team understands the workflow. See Connect your first channel.
Step 2. Prepare the conversation pipeline
Messenger conversations should not remain only in the inbox. Use a simple pipeline that shows what needs to happen next.
A practical structure may include:
New conversation
First response due
Qualification
Specialist follow-up
Proposal, booking, or order
Waiting for client
Won or lost
Use additional stages only when they change ownership, automation, reporting, or the next action. Avoid creating a separate stage for every channel. Store the channel, source, topic, and client type in fields or tags instead. See Create and manage pipelines.
For businesses that handle sales and support in the same channels, use separate pipelines or clear routing rules so service requests do not compete with new sales inquiries.
Step 3. Define ownership and response rules
Every incoming conversation should have one clear responsible user, even when several teammates can see and continue it.
Decide:
Which team receives each channel
How conversations are assigned by language, product, region, department, or shift
How quickly a first response is expected
When a conversation must be escalated
Who handles existing clients, new prospects, complaints, or urgent requests
What happens when the responsible user is unavailable
When the lead should be moved to Waiting for client, Follow-up, Won, or Lost
A useful starting point is to create:
A first-response task for every new conversation
A shorter deadline for live-chat or messaging-ad leads
A reassignment rule for unavailable teammates
A manager alert for overdue high-priority conversations
A follow-up task when the client asks to continue later
Keep the first automation internal until assignment and ownership work reliably. See Automate pipeline actions.
Step 4. Organize the daily chat inbox
The Communication section is the team’s operational view for client messages.
Use it to:
Review conversations from connected channels
Open the full lead record without leaving the chat
Sort conversations by newest, longest wait, or starred
Filter by channel, responsible user, unread status, stage, or other criteria
Mute notifications when appropriate
Complete actions across several selected chats
Use internal mentions and team chats without exposing them to the client
Create saved working views for common responsibilities, such as:
Unanswered new conversations
Longest-wait conversations
Chats assigned to my team
High-priority clients
Waiting for client
Overdue follow-up
AI-agent handoffs
For full inbox tools, see Manage chats in Kommo.
Step 5. Use conversation tools efficiently
Kommo keeps daily actions inside the conversation so teammates do not need to switch between several screens.
Depending on the connected channel, teammates can:
Send text messages
Send voice messages
React to messages
Add emojis
Send files, images, videos, or other supported media
Review the full conversation history
Switch between linked contacts when a lead has more than one contact
Add notes and tasks
Mention a teammate
Run a template or bot using chat shortcuts
Insert lead, contact, or company field values into a message
Channel capabilities differ. For example, one channel may support reactions or buttons while another supports only text and images. Build your shared process around the most important capability available across your main channels, then add channel-specific experiences where useful.
Step 6. Create a reliable handoff process
A handoff should let the next teammate continue without asking the client to repeat information.
Before transferring responsibility, record:
What the client needs
What has already been answered
What information is still missing
What was promised and by when
Which product, service, order, or appointment is involved
Why the conversation is being transferred
Use internal notes, mentions, tasks, and the lead history instead of copying conversation summaries into external team chats. The new teammate can reply through the same business channel, while the client continues the same conversation.
Step 7. Prepare a message-template library
Templates reduce typing and keep frequent replies accurate, but teammates should still review and personalize them before sending.
Useful templates include:
Welcome and first response
Business hours and expected response time
Qualification questions
Product or service overview
Price, availability, or delivery information
Request for missing contact details
Booking invitation
Payment or order update
No-response follow-up
Handoff to a specialist
Out-of-scope or not-eligible response
Post-purchase check-in
Use short, distinct template names so teammates can find them quickly. Add placeholders for information such as the contact name, company, responsible user, or appointment details.
General Kommo templates are pre-written messages used across supported channels. WhatsApp templates are different: they may require Meta approval and are needed for specific outbound or out-of-window messages. See Create and set up chat templates and Manage WhatsApp Business message templates.
Step 8. Automate structured conversations with bots
Use a bot when the conversation follows predictable steps and the business wants full control over the sequence.
Bots can:
Send a welcome message
Ask qualification questions
Offer quick-reply buttons or menus
Collect contact or request information
Send files, links, price lists, or instructions
Add tags or update supported fields
Assign or transfer the lead
Move the lead to another pipeline stage
Create a task
Follow up after no response
Start with one short flow, such as greeting → request type → contact details → team handoff. Add branches only after the main path works reliably.
Step 9. Use the AI agent for incoming conversations
The AI agent is useful when the business receives many varied questions that do not fit a fixed bot flow.
Depending on your plan and configuration, it can:
Reply to incoming messages across supported channels
Answer questions using approved knowledge sources
Understand the client’s intent
Ask follow-up and qualification questions
Collect missing contact or lead information
Recommend products or services
Update supported lead information or start a bot
Transfer the conversation to a teammate
Process supported incoming voice messages and reply with text
Prepare the AI agent
Add accurate knowledge sources with products, services, prices, policies, locations, operating hours, and FAQs.
Configure the Persona with the correct role, tone, reply length, language, delay, and communication guidelines.
Create Actions for qualification, data collection, booking, routing, bot launch, and human handoff.
Choose the channels and stages where the AI agent should work.
Define situations where it must not answer and should transfer the conversation.
Use Test mode for common, unclear, negative, urgent, and out-of-scope requests.
The AI agent cannot initiate a conversation. It responds only after the client sends an incoming message.
Review its Dashboard to track unique leads, answered and unanswered conversations, handover rate, average response time, conversations by channel, and credit usage.
See Kommo AI agent overview and Work with AI agents.
How Kommo AI supports teammates
Kommo AI core tools help people manage conversations even when the AI agent is not replying automatically.
AI reply suggestions: Generate an editable reply using the conversation and connected knowledge sources.
AI rewriter: Make a draft friendlier, more professional, shorter, clearer, or grammatically correct.
AI suggestions: Improve wording while the teammate writes.
Conversation Summary: Show the main points of a long conversation before a handoff or follow-up.
Task Suggestions: Turn commitments such as “message me tomorrow” into a follow-up task.
Copilot: Summarize the lead, find unanswered client questions, suggest missing field values, and explain how to complete tasks in Kommo.
AI-generated content should be reviewed when accuracy, tone, policy, or client-specific context matters. Learn more in Kommo AI overview and Kommo Copilot overview.
Step 10. Account for channel-specific rules
High-volume teams should document the permanent restrictions for every connected channel.
WhatsApp Business
A customer message opens a customer-service window for free-form replies.
After the window closes, an approved template may be required to continue the conversation.
Templates can be used for reminders, order updates, follow-ups, broadcasts, carousels, and interactive flows.
Template pricing and delivery rules depend on message category and timing.
See WhatsApp Business overview.
Meta limits replies based on when the client last messaged.
Supported media, stickers, reactions, and reply options are more limited than in the native app.
Comments, story mentions, Ice breakers, and Quick replies can create additional conversation entry points.
See Instagram overview.
Facebook Messenger
Standard messaging windows apply.
Messages outside the window may require an approved tag or subscription topic.
Page messages, comments, ads, and Opt-in topics may use different rules.
See Facebook overview.
TikTok
TikTok availability depends on the business account’s region and messaging permissions.
Message formats, reply windows, and the number of allowed replies are restricted by TikTok.
Welcome messages, suggested questions, and chat prompts can guide new conversations.
Step 11. Use broadcasts for proactive communication
Broadcasting is useful when many clients need the same timely information, but it should not replace individual follow-up.
Common use cases include:
Appointment or payment reminders
Service interruptions or operating-hour changes
Product availability or launch announcements
Event invitations
Onboarding instructions
Feedback and review requests
Re-engagement of an eligible client segment
Use filters or segments to choose relevant recipients. Kommo sends each message as a private conversation and removes repeated contacts to reduce duplicate delivery.
Channel-specific consent, templates, messaging windows, content limits, and pricing still apply. Only send messages clients expect and are allowed to receive.
Step 12. Measure messaging performance
Review more than the number of messages sent. Useful operational metrics include:
Area | Useful metrics |
|---|---|
Demand | New conversations by channel, day, hour, campaign, language, or team |
Speed | First-response time, average response time, longest-wait conversations, overdue follow-ups |
Coverage | Answered conversations, unanswered questions, weekend conversations, after-hours conversations |
Quality | Qualification rate, handover rate, repeat contacts, client complaints, reopened conversations |
Business outcome | Bookings, proposals, orders, won leads, sales value, conversion by channel |
Automation | Bot completion, AI-agent answered conversations, handoffs, failed paths, credit usage |
Use inbox filters and dashboard widgets to make backlogs visible. Review unanswered and longest-wait conversations during the day instead of waiting for a weekly report.
See
Step 13. Test the complete messaging workflow
Test every connected channel as a real client before launch.
Send a new incoming message from the real channel.
Confirm that the correct lead and contact are created or matched.
Check the channel, source, pipeline, stage, responsible user, and tags.
Verify the first-response task or assignment.
Reply with text, a template, and supported media.
Send a voice message and confirm how it appears in Kommo.
Test an internal mention and teammate handoff.
Run the bot or AI-agent path, including the human-transfer case.
Test the messaging-window limitation or approved-template path where relevant.
Confirm that the next task and pipeline stage remain visible after the chat.
Test a returning client to make sure history is matched correctly and unnecessary duplicate records are not created.
For an initial communication test, see Send and receive your first message.
Recommended operating model for high-volume teams
Assign one owner for channel integrations and rules.
Assign one owner for templates, bots, AI sources, and automation quality.
Define response targets by channel and client priority.
Create shared inbox views for new, longest-wait, overdue, and escalated conversations.
Review the backlog at the start, middle, and end of each shift.
Use one documented handoff format.
Audit unanswered questions, failed automations, and incorrect routing regularly.
Review templates and knowledge sources whenever products, prices, policies, or operating hours change.
Archive unused channels, templates, tags, bots, and rules so the workspace remains understandable.
Launch checklist
Only actively monitored messenger channels are connected
Each channel has a clear destination pipeline and responsible team
First-response and escalation targets are documented
New conversations create or match the correct lead and contact
Source, channel, topic, language, and priority information are stored consistently
Templates cover the most common conversation intents
WhatsApp and other channel-specific template requirements are understood
Bots and AI-agent actions have been tested before launch
The team knows how to mention, reassign, and hand off a conversation
Tasks and pipeline stages show the next action after every important chat
Inbox views make unanswered and longest-wait conversations visible
The process for updating templates and knowledge sources has an owner
A complete test has been completed for every connected channel
Best first result
A real client can message the business through any supported messenger channel, Kommo connects the conversation to the correct record and responsible team, the client receives a timely and relevant response, and the next action remains visible until the request is resolved.