Set up Meta Business Agent in Kommo, add business information and instructions, customize its messages, and test its replies.
What you’ll need:
Any Kommo plan: Base, Advanced, Pro, or Enterprise, or a 14-day free trial.
Admin access to Kommo. Only admins can change the agent’s settings.
Meta Business Agent connected to your WhatsApp number in Kommo. If you haven’t connected it yet, follow Connect Meta Business Agent to Kommo.
A payment method added to your WhatsApp Business Account (WABA). Follow Meta’s instructions for adding a payment method.
Business information and content you want the agent to use, such as FAQs, website addresses, and files.
Keep in mind:
Each WhatsApp number supports one agent. Set up each number separately.
Check your automations before turning on the agent. If Salesbot, a Kommo AI agent, or a Digital Pipeline trigger sends a message, Meta Business Agent stops replying in that chat.
The agent can reply only within 24 hours of the client’s last message.
Meta charges for using the agent. See Updated pricing rules for WhatsApp Business.
Meta Business Agent is an AI assistant built by Meta. It automatically answers WhatsApp messages using the business information and instructions you provide.
In Kommo, you can give the agent the information it needs to help your clients and test its answers before turning it on.
Important: Meta Business Agent has separate settings from Kommo AI. It cannot use Kommo AI Knowledge or other information stored in Kommo. Even if you have already set up Kommo AI, you’ll need to add your business information and instructions to Meta Business Agent separately.
This article shows how to add sources and skills, choose who Meta Business Agent replies to, set up handoff and follow-up messages, and test its answers.
How Meta Business Agent’s settings work
The Meta Business Agent’s settings are organized into five tabs:
Sources: Stores business information, websites, frequently asked questions (FAQs), and files Meta Business Agent can use in its answers.
Skills: Gives Meta Business Agent instructions for handling specific situations.
Allowed numbers: Limits replies to selected phone numbers. By default, Meta Business Agent can reply to everyone.
Settings: Lets you customize the message sent before a conversation passes to your team and set up follow-up reminders.
Preview: Lets you test Meta Business Agent without sending messages to real clients.
The sections below explain how to use each tab.
Open your Meta Business Agent settings
Each WhatsApp number’s Meta Business Agent has its own settings.
To open Meta Business Agent settings:
Go to Settings → Integration marketplace.
Find the Meta Business Agent integration and open it.
Click Set up next to the number with the agent you want to set up.
Choose the tab you want to work with.
Add information Meta Business Agent can use
Add information to Sources so Meta Business Agent can answer questions about your business.
Add business information
Describe your business, what you offer, and how clients can contact you.
Open Sources.
Click Business info.
Enter your business information.
Click Save.
Add websites
Add links to websites with information Meta Business Agent can use in its answers. You can add as many websites as you need. Meta first reads and indexes their pages before the content is ready to use.
Each website entry shows its address and status: Processing, Available, or Couldn't process. Once it’s ready, you’ll also see how many pages were processed.
If the status is Couldn't process, delete the website entry and add it again.
In Sources, click Websites.
Click Add website.
Enter the website address.
Click Save.
Repeat these steps to add more websites.
Add frequently asked questions
Add questions your clients often ask, along with the answers you want Meta Business Agent to use. You can add as many questions and answers as you need.
In Sources, click FAQ.
Click Add question.
Enter the question and its answer.
Click Save.
Repeat these steps to add more questions.
Upload files
Upload files with information you want Meta Business Agent to use in its answers. You can add as many files as you need.
Check that each file meets these requirements:
File type: .pdf, .doc, .docx, .png, .jpg, or .jpeg.
Maximum size: 25 MB per file.
Important: Check each file before uploading it. After you upload it, you cannot view or edit its contents in the agent’s settings.
To upload a file:
In Sources, click Files.
Click Add a File.
Select a file from your device and upload it. Click Save.
Add instructions for Meta Business Agent
Skills tell Meta Business Agent what to do in specific situations. For example, you can explain how it should answer questions about opening hours or thank a client for positive feedback.
To add a skill:
Open Skills.
Click Add skill.
Fill in the three fields:
Title: Give the skill a name, such as opening-hours. You can use up to 64 characters: lowercase English letters, numbers, and hyphens. The name cannot start or end with a hyphen.
Description: Briefly explain what the skill is for. You can use up to 1,024 characters.
Skill: Tell the agent what to do and how to reply. You can use up to 20,000 characters.
Click Save.
Choose who Meta Business Agent can reply to
By default, Meta Business Agent can reply to everyone. Use Allowed numbers if you want it to reply only to certain phone numbers – for example, while testing it with your team.
Important: If you turn on Reply only to numbers in this list without adding any phone numbers, Meta Business Agent will not reply to anyone.
To choose the phone numbers:
Open Allowed numbers.
Turn on Reply only to numbers in this list.
Click Add number.
Enter the number in international format, including + and the country code. Click Save.
Repeat the steps to add more numbers.
Note: If the number’s format is incorrect, an error appears next to the field, and the number is not added.
To let Meta Business Agent reply to everyone again, turn off Reply only to numbers in this list.
Set up messages for handoffs and reminders
In the Settings tab, you can customize two types of messages:
A handoff message tells the client that your team will continue the conversation.
A follow-up message reminds the client to reply if they stop responding.
Add a message before your team takes over
Meta Business Agent decides when to pass a conversation to your team. For example, it may do this when it cannot answer a question or when the client asks to speak to a person.
You can customize the handoff message sent before this happens. The message tells the client that your team will continue the conversation.
To set up the message:
Open Settings.
Turn on Send a handoff message.
Click Edit message.
In the Handoff message window, enter the text in Your message.
Click Save.
To stop using your custom handoff message, turn off Send a handoff message. Meta Business Agent will still pass conversations to your team, but it will send a default message generated by Meta instead.
Add a reminder when a client stops replying
A follow-up message reminds a client to continue the conversation if they stop responding. The waiting period starts after Meta Business Agent’s last reply that the client has not answered.
To add a follow-up message:
Open Settings.
In the follow-up drop-down, choose how long Meta Business Agent should wait before sending the reminder.
Click Edit message.
In the Follow-up message window, enter the text in Your message.
Click Save.
To stop follow-up reminders, select Off in the drop-down.
Test your Meta Business Agent in Preview
Use Preview to check Meta Business Agent’s answers without sending messages to real clients. You can use it both before and after turning Meta Business Agent on.
Open Preview.
Enter a test message in the Enter message field.
Press Enter.
Review Meta Business Agent’s response.
Try asking questions about your business. Also test situations covered by your skills. If an answer needs improvement, update the information or instructions the agent uses, then test it again.
Once you’ve finished setting up Meta Business Agent and testing its answers, you can turn it on. Learn how in Manage Meta Business Agent in Kommo.
Change or delete items in Meta Business Agent’s settings
To change an item:
Click its name.
Make your changes.
Click Save.
Note: You cannot edit the content of uploaded files or website addresses.
To delete an item:
Select the checkbox next to it.
In the toolbar, click Delete.
In the confirmation window, click Delete again.