Turn Meta Business Agent on or off in Kommo, check its status, and take over conversations when clients need your team’s help.
What you’ll need:
Any Kommo plan: Base, Advanced, Pro, or Enterprise, or a 14-day free trial.
Admin access to Kommo to manage Meta Business Agent.
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 credit card or Meta credit line set up to pay for Meta Business Agent usage. See Meta’s available payment methods.
Keep in mind:
Meta charges for using Meta Business Agent. To learn more, see Updated pricing rules for WhatsApp Business.
Meta Business Agent answers clients’ WhatsApp questions using your business information and instructions. Learn more in Meta Business Agent in Kommo overview.
This article shows you how to turn the agent on or off and take over a conversation.
Turn Meta Business Agent on
Before turning on Meta Business Agent, add your business information and instructions, then test its answers. See Set up Meta Business Agent in Kommo.
Important: Turn off Salesbot, Digital Pipeline triggers, and Kommo AI agents in chats you want Meta Business Agent to handle. If another automation sends a message, Meta Business Agent stops replying in that chat.
To turn the agent on:
Go to Settings → Integration marketplace and open Meta Business Agent.
Click Set up next to your number.
Click Turn on.
In the Turn on Meta Business Agent? window, click Turn on to confirm.
The status changes to On, and Meta Business Agent starts replying to clients automatically. Its replies are marked with a Meta Business Agent label in the Kommo chat, so your team can see who is answering.
Turn Meta Business Agent off
Turn the agent off when you want it to stop replying to clients.
Important: If you uninstall the integration without turning Meta Business Agent off, it will keep replying to clients on Meta’s side, but those conversations will no longer appear in Kommo. To stop replies, turn off Meta Business Agent before uninstalling.
Go to Settings → Integration marketplace and open Meta Business Agent.
Click Set up next to your number.
Click Turn off.
In the Turn off Meta Business Agent? window, click Turn off to confirm.
The status changes to Off, and Meta Business Agent stops replying immediately. You can now use Salesbot, Digital Pipeline triggers, and Kommo AI agents on that number.
To use Meta Business Agent again, follow the steps in Turn Meta Business Agent on.
Note: When you turn Meta Business Agent back on, it only replies to messages clients send after that. Meta Business Agent does not answer messages received while it was off.
Take over a conversation
Once the Meta Business Agent is on, it automatically replies to new client messages using the information that you’ve provided.
Its replies are marked with an Meta Business Agent label in Kommo chats, so your team can see who is answering.
If a client needs help from your team, open the chat and send a message. The Meta Business Agent will stop replying in that chat. Your team must then continue the conversation.
The Meta Business Agent cannot start replying in that chat again.
Meta Business Agent is on but doesn’t reply
If Meta Business Agent is on but isn’t answering clients, check these possible causes.
Your number no longer meets Meta’s requirements
Your business must meet Meta’s requirements for country, industry, verification, and account access. Your number must also use a direct WhatsApp Business connection.
See Meta’s requirements and Fix Meta Business Agent connection issues.
A payment method is missing
Make sure a credit card or Meta credit line is set up for Meta Business Agent usage. If you use a credit line, check that it is connected to the Business Agent account.
See Meta’s available payment methods.
Your WhatsApp account or business portfolio has restrictions
Check WhatsApp Health in Kommo. If there are issues, follow Meta’s recommendations.
Your WhatsApp connection is no longer active
Go to Settings → Integration marketplace and open WhatsApp Business. Find your number and check that its status is Connected.
If your number is disconnected, reconnect it by following Connect WhatsApp Business to Kommo.
Meta Business Agent was changed or deleted in Meta
Check whether someone changed or deleted Meta Business Agent directly in Meta Business Suite or WhatsApp Manager. Confirm that Meta Business Agent is still available and connected to the correct number.
The client’s number is not on your allowed list
If Reply only to numbers in this list is on, Meta Business Agent replies only to the numbers you’ve added. If the list is empty, it will not reply to anyone.
Add the client’s number or turn off this setting to allow replies to everyone. See Set up Meta Business Agent in Kommo.
Your team or another automation has taken over
Check the chat history for messages from a teammate, Salesbot, a Digital Pipeline trigger, or a Kommo AI agent.
Once one of these sends a message, Meta Business Agent stops replying in that chat. Your team needs to continue the conversation.
The 24-hour service window has closed
Meta Business Agent can reply only within 24 hours of the client’s last message. The window opens again when the client sends a new message.
Learn more in Updated pricing rules for WhatsApp Business.
Your sources or Skills do not meet the requirements
Check that the information and instructions you add meet these requirements:
FAQs: Remove duplicate entries.
Skill titles: Use up to 64 characters, with lowercase English letters, numbers, and hyphens only. Titles cannot start or end with a hyphen.
Files: Use .pdf, .doc, .docx, .png, .jpg, or .jpeg files, no larger than 25 MB each.
These limits affect whether content can be added or used. They do not necessarily stop all replies.
See Set up Meta Business Agent in Kommo.
If Meta Business Agent still doesn’t reply, contact Kommo Support.