AI Suggested Reply

This feature generates suggested replies to help team members communicate with clients faster and break out of the routine of answering the same questions. Suggested replies are based on the customer's most recent questions and answer them using the knowledge base of your CRM account.

Kommo currently allows you to upload data in three different ways:

Pasting URLs
Uploading text files (PDF, DOC or DOCX, up to 45 MB)
Entering text

To get started: Go to Settings > Kommo AI. Enable the feature by toggling the AI Suggested Reply switch.

_Window for adding a source_ — *Modal for adding a source*

There are some restrictions when adding a new source:

URL

The website you select must be publicly accessible. This means that only information that is publicly available and doesn't require authorization will be applied.
Images aren't read

FILE

Supports only DOC, DOCX, and PDF formats
File size shouldn't exceed 45 MB
When parsing, it's worth sticking to the format specified in the template. This increases the accuracy of understanding the document for AI. The template is available for download in the AI Suggested Reply section.
Images aren't read

_You can donwload template in the modal window when choosing a DOC source_ — *You can donwload the template in the modal window when choosing a File source*

TEXT

The size of the entered text shouldn't exceed 5000 characters

If an error occurs during parsing of the source, the corresponding status will be presented in the table with sources. Such a source won't be available for use by the AI Suggested Reply.

If an error occurred while adding a source for URL type, you can update the source by clicking on the appropriate button:

_How to update the source_ — *How to update the source*

In this case, the AI will parse the specified URL again, taking into account the parameter for checking child pages, and update the information.
Update of the source is also available if the addition is successful.

🚧
For sources of the file and text types, updating is not available

_Sources (successful and with error) after they have been added._ — *Sources (successful and with error) after they have been added*

Also, when the source parsing is complete, all relevant information will be listed in the table along with the parsing completion date. From this point on, the source is available for use by the AI Suggested Reply functionality.

AI Agent

Kommo AI agent helps businesses engage with customers more effectively by automatically processing and responding to customer inquiries across multiple channels.

Kommo AI agent improves customer engagement in a variety of business cases:

Advising on product details and availability

The AI agent can answer questions about product descriptions, prices, and availability using data from the product list in Kommo. It provides accurate answers if:

Product names, specifications, prices, and descriptions are fully detailed
Product availability is updated in Kommo
Prices are displayed in the currency set in your Kommo account

Tracking and updating orders

For order-related inquiries, the AI agent identifies the correct order and provides the order status from Shopify, keeping customers informed. At this time, the AI agent can't cancel, change, or perform other direct interactions with orders.

Providing business information

Using uploaded policies (e.g. shipping, returns, refunds), the AI agent provides answers to customer questions.

Answering to low-context queries

For general greetings such as "hello" or "goodbye", the AI agent provides simple answers that don't require additional training.

AI Suggested Reply

AI Agent

Advising on product details and availability

Tracking and updating orders

Providing business information

Answering to low-context queries

List of useful resources