Integrations
Kommo (amoCRM) integration with telephony and your contact center
We connect your company's phone numbers and messaging apps to Kommo (amoCRM). While the phone is still ringing, the agent already knows who's calling, which deals they're in, and which account manager owns them. Once the call ends, it lands in the deal timeline with its recording, alongside the chat history. A standard integration takes an engineer a couple of hours.
- Call logged to the customer record
- Task created: call back
- Recording attached
Capabilities
What you get with Kommo (amoCRM)
Options
Three ways to work with Kommo (amoCRM)
Start with the key question: where will your agents work – inside Kommo (amoCRM) or in the CONTACT.WORK workspace? Different departments can choose differently – one setup for sales, another for support.
The Kommo (amoCRM) deal opens on every call
When the phone rings, Kommo (amoCRM) opens in the agent's browser automatically: the record for a returning customer, or a draft deal for a new one with the phone number and line already filled in. This works well when agents manage deals themselves and spend the whole day in Kommo (amoCRM).
- Phone number and line already filled in
- After a transfer, the tab opens for the new agent
- The deal is created in the right pipeline from the start
Agents never leave CONTACT.WORK
Agents don't need to keep Kommo (amoCRM) open: calls and the customer form are in the CONTACT.WORK workspace. The form pulls in everything Kommo (amoCRM) knows about the customer, and when the call ends, the platform writes the contact, deal, or task to Kommo (amoCRM) through the API.
- Nothing is entered twice
- Agents don't need paid Kommo (amoCRM) seats
- Account managers get a deal ready to work in Kommo (amoCRM)
- Deal "Order #1024" created
- Owner: sales manager Oleg
The contact center as a widget inside Kommo (amoCRM)
Kommo (amoCRM) is cloud-only with no self-hosted version, so it can't be customized from the inside the way a self-hosted system can. If your team wants to take calls without leaving Kommo (amoCRM), we build a custom widget: a panel in your account with the queue, agent statuses, call monitoring, and suggested replies. This is separate development – it takes longer than the first two options, and what fits in the widget depends on what the Kommo (amoCRM) platform allows. Managers see everything else in CONTACT.WORK.
- Contact center panel as a widget in your Kommo (amoCRM) account
- Widget timeline and scope agreed separately
- Full reporting and settings in CONTACT.WORK
| Oleg | On call 02:14 |
| Maria | Available |
| Igor | Break |
We'll pick the right option together during the assessment.
How it works
What works in all three options
Customer history
The full customer history in Kommo (amoCRM)
Every conversation stays in the deal and contact timeline: date, duration, outcome, and a recording you can play. Next to it is everything the customer wrote in messaging apps and website chat. A call from an unknown number can go to Incoming leads or create a new deal right away.
- Play the call right from the deal timeline
- Unknown numbers go to Incoming leads or a new deal
- Calls and messages in one timeline
- Incoming call · 3:12Anna · ▶ recording
- Telegram"When will it arrive?"
- Task: call backafter a missed call
Account managers
Sales stays in the Kommo (amoCRM) they know
Account managers keep working in Kommo (amoCRM) as before and call a customer with one click in the deal record. When a known customer calls, the platform checks Kommo (amoCRM) for the account owner and routes the call to that person.
- Call from the deal in one click
- Known customers connected to their account manager
- Call history in the Kommo (amoCRM) record
- ▶ Call recording 3:12 · yesterday
- Incoming call → routed to Oleg
Setup
How we connect Kommo (amoCRM)
- 01AssessmentWe look at how your sales and service work, choose the integration option, and decide which fields, pipelines, and events it covers.
- 02AccessYour Kommo (amoCRM) account admin installs the integration and grants it permissions, and you send us the numbers, phone carriers, and messaging apps to connect.
- 03ConnectionWe connect the platform to Kommo (amoCRM), your telephony, and messaging apps, and check that calls and messages show up in the right deals.
- 04Pipelines and rulesWe map agents to Kommo (amoCRM) users and queues to lines, and set up pipelines, stages, fields, and what gets created after a call.
- 05TestingWe test every call and message flow – including transfers and missed calls – and use a report to confirm Kommo (amoCRM) received everything it should.
- 06Training and launchWe run a short training for agents and managers, launch the integration, and compare reports for the first couple of days.
Requirements
What we'll need from you
- Kommo (amoCRM)
- An active Kommo (amoCRM) account – it's a cloud service, so there's nothing to install
- Permissions
- An account admin who can install the integration
- Telephony
- Your company's numbers from your phone carriers, set up in the platform
- Platform hosting
- We host the platform in our cloud or install it on your company's servers
- Timeline
- An engineer sets up a standard integration in about 2 hours; customization and a contact center widget for Kommo (amoCRM) are estimated separately
- Cost
- A standard integration is covered by support hours starting with the Standard plan; customization and the widget are available on Pro and Maxi
Preparation
Questions worth answering in advance
Q&A
Frequently asked questions
How do we connect telephony to Kommo (amoCRM)?
CONTACT.WORK connects to Kommo (amoCRM) as an external phone system and works through the API. An engineer installs the integration, maps employees to numbers, and tests calls – with a standard integration, that takes a couple of hours. Your numbers stay yours and are served by your phone carriers.
Can we listen to a call right in Kommo (amoCRM)?
You can. Every call appears in the deal and contact timeline: date, duration, outcome, and a link that opens the recording.
Do recordings take up space in our Kommo (amoCRM) account?
No. Recordings are stored on the platform side: in the cloud or, if the platform is installed on your servers, on your server. Kommo (amoCRM) holds only the link that plays the recording.
Can the contact center run entirely inside Kommo (amoCRM)?
Not the way it can in a self-hosted system: Kommo (amoCRM) is cloud-only, and its code isn't accessible. A custom widget is possible: the queue, agent statuses, and call monitoring right in your account. That's separate development and takes longer, and settings and full reporting stay in CONTACT.WORK.
How do we choose an integration option?
If agents manage deals in Kommo (amoCRM) themselves, the deal tab fits. If you have many agents and speed matters, have them work in the CONTACT.WORK workspace and let the platform create deals in Kommo (amoCRM). If the whole department wants to work only in Kommo (amoCRM), a contact center widget is possible, but it's separate, longer development. You can combine options.
How many extra Kommo (amoCRM) seats do we need for agents?
None, if agents work in the CONTACT.WORK workspace: they take calls and fill in the form there, and deals go to account managers in Kommo (amoCRM). You pay only for the people who open Kommo (amoCRM) themselves.
What happens to a call from a new number?
That's up to you. Such calls can go to Incoming leads so an account manager decides what to do, or a contact and deal can be created right away in the pipeline you choose.
What data flows between Kommo (amoCRM) and the platform?
During a call, the agent sees the contact, their deals, the account owner, and the fields you need from Kommo (amoCRM), and a known customer is connected straight to their account manager. In the other direction, the platform sends Kommo (amoCRM) calls with duration, outcome, and recording link, plus messaging app conversations, deals, and tasks – following rules we agree on in advance.
What if Kommo (amoCRM) is temporarily unavailable?
Calls keep going: the platform handles them, not Kommo (amoCRM). The agent sees whether the data reached Kommo (amoCRM), the call log records what was sent and how Kommo (amoCRM) responded, and when it's back, the platform sends everything that piled up.
Can we use custom fields and multiple pipelines?
The integration fills in your custom fields and works with multiple pipelines. We agree before launch which field gets which data and which pipeline each deal goes to.
Can Kommo (amoCRM) be connected to our accounting or inventory software?
Beyond calls and chats, we connect Kommo (amoCRM) to accounting software, inventory, ERP, and your databases, so deals and stock levels don't have to be copied over by hand. This is custom development, done under the Pro or Maxi plans.
Which phone carriers does this work with?
Any carrier that provides a SIP, T1/E1, GSM, or regular phone line (PSTN) connection. Before a customer is connected to an agent, the call goes through the IVR, the queue, and the routing rules.
Can a Kommo (amoCRM) user ask AI about a customer conversation?
They can. Ask "What did the customer agree on with the agent on Friday, and what did they promise to send?" and the AI answers in two or three sentences, pulling the call transcript from the contact center over the MCP protocol.
How much does the Kommo (amoCRM) integration cost?
A standard integration is covered by support hours starting with the Standard plan – about two hours is usually enough. Anything beyond the standard setup, including a contact center widget for Kommo (amoCRM), is billed in developer hours: $60 per hour on Pro, or from the hour bundle on Maxi. We estimate the scope in advance.
Glossary
Terms on this page
- On-premises deployment
- The system runs on the company's own servers, not in the vendor's cloud. Learn more →
- Cloud deployment (cloud)
- The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
- MCP (Model Context Protocol)
- An open protocol that lets AI work with the data and actions of other systems. Learn more →
- Hosting
- You rent a server from a provider instead of buying one. Learn more →
- ERP – enterprise resource planning
- Orders, inventory, and finance in one system. Learn more →
- SIP (Session Initiation Protocol)
- The protocol that sets up calls in IP telephony. Learn more →
- E1 – a digital trunk for phone lines
- A digital phone line that carries 30 calls into an office at once. Learn more →
- PSTN (public switched telephone network)
- The regular landline and mobile numbers your customers call from. Learn more →
- IVR (interactive voice response)
- A phone menu: the caller hears a greeting and picks the right department. Learn more →
- Call routing
- Rules the system uses to decide who gets a call. Learn more →
- Connector
- A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
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