Overview
amoCRM, which transitioned its international identity to Kommo, represents a significant shift in CRM architecture from traditional database-centric models to interaction-first systems. In 2026, it stands as the premier 'Messenger CRM' designed for SMEs that primarily drive revenue through WhatsApp, Instagram, and Telegram. Technically, its 'Digital Pipeline' functions as a state-machine that triggers automated events based on lead behavior across disparate communication channels. Unlike legacy CRMs that focus on manual data entry, Kommo utilizes a 'Salesbot'—a no-code AI chatbot framework that handles lead qualification, appointment scheduling, and payment processing through conversational interfaces. Its architecture is built to centralize multi-channel chat threads into a unified lead card, ensuring that sales representatives have a complete contextual history of interactions. By 2026, Kommo has integrated advanced LLM capabilities into its Salesbot, allowing for natural language lead scoring and automated sentiment analysis within the pipeline, making it an essential tool for high-velocity, high-volume conversational commerce.