What you’ll need:
Any Kommo plan (Base, Advanced, Pro, Enterprise, or 14-day trial)
Keep in mind:
Only users with the Admin role can customize the product catalog
To use the AI agent, you need an active AI agent package. It is available with an active 14-day trial, and as a paid add-on on Pro and Enterprise plans (after the trial). Learn more about the AI agent packages and how to purchase them
This step-by-step guide explains how to identify and resolve the most common product catalog issues.
Import created duplicate products in Kommo
Kommo doesn’t prevent duplicates during import, so products matching existing ones (e.g., same name or SKU) may be imported again.
How to fix it:
Remove duplicates in your source file: Delete existing products from your database before importing.
Map fields carefully: Ensure Name, SKU, and Price are correctly mapped to avoid overwriting or duplicating products.
Import only new products: Include only new items in your import file.
Manually delete duplicates if needed: Use Products → Product List to find and remove duplicates already in Kommo.
Learn how to merge duplicates in Kommo in this article.
Product import fails
Your import fails or data goes to the wrong fields because the columns in your spreadsheet don’t match the product list fields in Kommo.
How to fix it:
Ensure that the column names in your file or Google Sheet match the fields in Kommo (including spelling and capitalization).
Add missing fields if needed.
Manually map the fields during import.
Learn how to add, rename, remove, and delete fields in this step-by-step guide.
The integration is not syncing data between Kommo and your ecommerce platform
How to fix it:
Check connection: Ensure the integration is connected and authorized correctly.
Review field mapping: Make sure required fields (e.g., SKU, Name, Price) are mapped correctly.
Reconnect the integration: Disconnect and reconnect to refresh the sync.
Check for platform limits: Ensure the ecommerce platform isn’t blocking requests or hitting API limits.
Learn more about ecommerce integrations in this article.
Custom product lists are not added as AI agent knowledge sources
If you created additional product or service lists in Kommo, they won’t be available as AI knowledge sources. Instead, you can manually add sources such as URLs, documents, PDFs, or text files.
How to fix it:
Prepare a file, URL, or text document containing your additional products.
In Kommo, go to AI Agent → Sources → Add new knowledge source to include it.
Learn more about how to set the AI agent knowledge sources in this guide.
Need more help setting up or troubleshooting? Contact us by sending an email to support@kommo.com or write to us via WhatsApp.