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Reply to unanswered Kommo chats with AI

A buyer asks about prices on WhatsApp at 6 pm, the chat waits in the Chat inbox overnight, and the next manager opens it after the buyer has asked someone else.

Cotlet does it in your own Kommo account with list_conversations, get_conversation, get_lead and send_message, called by your AI agent, an n8n workflow or a script.

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Hosted · nothing to install or maintain

Can Kommo do this on its own?

Kommo has Salesbot and AI agents for automated replies, and an AI rewriter for the text a seller typed (checked 20 Oct 2026). Automated replies need a configured AI agent or Salesbot. The Chats API reaches chats from code, but only on Pro and Enterprise plans, and each message it sends uses a message balance.

How you do it in Kommo today

  1. The seller opens Communication → Chat inbox, clicks Open conversations, picks a preset filter or their own criteria and clicks Apply.
  2. The seller opens a conversation, reads the history in the activity feed, types in the chat box and clicks Send (or presses Ctrl+Enter, Command+Enter on a Mac).
  3. With AI rewriter turned on under Settings → AI settings, the seller can have the typed text rewritten before sending.
  4. To ask a colleague, the seller clicks the client name, selects the teammate and writes a message; it goes to their Team chat and the client does not see it.
  5. A Salesbot can answer first, so the seller still has to check which chats the bot left open.

How to reply to unanswered Kommo chats with AI

Prompt

Find Kommo chats where the client wrote last and nobody has answered. Reply to the simple questions about opening hours and prices using the lead details, and list the rest for me.
  1. 01

    Collect the open chats

    The agent reads the Chat inbox with list_conversations and unanswered_only set, which keeps chats where the client wrote last. It follows next_cursor to the end, so a Monday backlog is handled as one batch.

  2. 02

    Read the thread

    get_conversation brings the history, newest first, so the answer fits what was already said and the agent does not repeat a price you quoted yesterday.

  3. 03

    Check the lead

    For chats tied to a lead, get_lead gives the stage, the sale amount and the notes. A client in Negotiation with a question about a contract is listed for you, not answered.

  4. 04

    Answer or hand over

    Simple questions (hours, prices, where to find a lesson or form) get one reply. Refunds, complaints and anything the lead data cannot answer are listed for you with the client name.

  5. 05

    Send once, in text

    send_message posts the reply in the same chat as you, as text only. Each reply waits for your OK by default, because a sent message cannot be recalled through Cotlet.

  6. 06

    Stop on new activity

    Right before sending, the agent reads the chat again; if a colleague answered in the meantime, it skips the chat.

What you get back

Example data

Unanswered chats: 12
Replied 7, e.g. Ana Lopez (WhatsApp): "Yes, the yoga studio package is 750, 4 sessions a month"
Left for you 5:
- Mark Ellis: asks for a refund
- Dana Reyes: contract question, lead in Negotiation

Other ways to ask

  • Only look at WhatsApp chats older than 2 hours with no answer.
  • Every evening, list unanswered chats and draft replies here, but send nothing.
  • Reply only to chats from leads in the Contacted stage and list the rest.

What Kommo allows, and what to know first

  • Messages, comments and story replies from channels such as WhatsApp, Instagram, Facebook or TikTok all appear in the Chat inbox.
  • Available message formats may depend on the connected channel, so a reply here is text only.
  • With the Leave messages unanswered option on a Salesbot trigger, chats the bot answered still count as unanswered, so your agent sees them in the queue.
  • Kommo lets only one account per channel be connected, so every WhatsApp number or Instagram profile has its own inbox.
  • The Chat inbox is set up by an Admin and needs at least one connected messaging channel.

send_message asks for your OK by default. To run it daily without you, switch confirmation off for that tool in your dashboard.

Sources: Kommo Help: Manage Chat inbox in Kommo · Kommo Help: Kommo Chat inbox overview · Kommo Help: Set up digital pipeline triggers · Kommo Help: Purchase Chats API messages add-on

Call send_message from a script

curl

curl -X POST https://cotlet.dev/api/v1/kommo/chats/c4b19e07/messages \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"text":"Hi Ana, the yoga studio package is 750 for 4 sessions a month. Want me to book the first one this week?"}'

Example response

{
  "message_id": "m91d2c4",
  "chat_id": "c4b19e07",
  "status": "sent",
  "sent_at": "2026-10-20T09:20:00+02:00"
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is kommo_write → send_message. Example data.

Schedule it in n8n, Make, Zapier or cron

Kommo tools this automation uses

Cotlet Kommo tools used to reply to unanswered Kommo chats with AI
Tool Parameters
list_conversations unanswered_only, responsible_user_id, query, cursor
get_conversation chat_id, cursor
get_lead lead_id
send_message chat_id, text
All 15 Kommo tools with descriptions

Frequently asked questions

Is it safe to connect Kommo to Cotlet?

Yes. You sign in to Kommo yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Kommo once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

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