AI Agent and CRM System for marketplaces: Inquiries, orders, listings

Where marketplace buyers write and how they reach the agent

A marketplace seller rarely gets one tidy stream of inquiries. A buyer asks under a listing, moves to Viber or Telegram, calls about a detail, or returns a week later about the order. Unless these touches are tied together, each looks like a new contact.

• OLX. A built-in channel for seller accounts on olx.ua, olx.pl and olx.ro. You sign in on OLX itself and can connect several accounts. See AI OLX Agent.
• Messengers, SMS and calls. Buyers who move off the marketplace write to the same agent in WhatsApp, Telegram, Viber or SMS, or call and talk to an AI voice agent. All conversations land in Chats and Leads, and a contact saved with a phone number that already exists can be merged into one record.
• Other platforms. A marketplace that is not a built-in channel can be connected through the Webhooks API if the platform or your middleware can send and receive HTTP requests.

Three marketplace workflows, step by step

1. Listing question to qualified buyer

1. Load the catalog into the Knowledge Base as a Product Feed (XML, YML or text) or a Product Spreadsheet. Group sizes and colours of one item with parent_product_id so variants do not clutter results.
2. A buyer asks on OLX whether an item is in stock, which sizes are left, or what else fits the budget. The agent searches the catalog; enable Search filters for brand or size, range search for price, and Agentic Search for large mixed catalogs.
3. Delivery, payment and return rules go into FAQ or Business Documents, which the agent reads when answering.
4. Following your instructions, the agent adds labels you created beforehand, such as olx or comparing, and sets a funnel status such as qualified.
5. If the buyer goes quiet, a Postponed contextual follow-up that targets this status and label sends a reminder after the delay you set.

2. Confirmed purchase to order

1. Connect Orders and add Order fields for phone, delivery city and pickup point. For cash on delivery, add a payment_type dropdown with cod as an option; orders that record it show the Cash on delivery badge.
2. When the buyer confirms, the agent collects the fields and creates the order, which appears on the Orders page in the New group.
3. With Requires payment via Stripe on, the agent sends a checkout link in the chat; once paid, the order becomes Paid and Confirmed without a manual step.
4. For bulky items collected in person, an agent with Google Calendar checks whether a slot is free and books the pickup as an event.

3. Order update and reactivation

1. In Automations, create a Trigger Outreach trigger per event, for example Shipped.
2. Your store or CRM sends a POST with phone_number, name and context, such as the order or tracking number.
3. In Capture and send outreach mode, the agent writes the message from that context and tries the selected channels in order. OLX and bot channels deliver only if the buyer already has a chat there; Personal WhatsApp, Telegram account, E-Chat Viber and SMS can start a new conversation.
4. A Sending Window and Interval Seconds keep messages out of night hours and paced.

CRM tools marketplace teams connect

Many start with the built-in CRM: separate pipelines, for example one per marketplace (every agent is tied to one pipeline), and Lead Supervisor, which reviews recent chats on a schedule and fills in missing statuses and labels. Teams that already run an order CRM connect it:

• KeyCRM. The agent creates and updates leads, adds contacts and creates orders with full name, phone, delivery city, receive point and products with SKU, price and quantity. A chat link is stored in the manager comment, and the KeyCRM Products panel indexes your KeyCRM catalog so the agent can search it.
• SalesDrive. The agent creates and updates deals with products, payment method, shipping method and shipping address. Source is set to AI- plus the assistant name.
• Bitrix24 and Kommo. Leads and deals in Bitrix24, deals in Kommo; the contact is found or created by phone and a link back to the chat is added.

Status values must match the CRM exactly. When stages change, press Sync statuses; it imports the stage list into MyChatBot and changes nothing in the CRM. More in CRM sync.

Practical limits and where a person stays involved

• OLX replies are not instant. New messages are picked up on a short cycle, up to roughly a minute. If authorization expires after about a month idle, press Reconnect.
• Answers are as fresh as the catalog. Feeds and sheets with auto-update sync about hourly. If stock moves faster, tell the agent to check with a manager before promising an item.
• Delivery and refunds stay manual. Tracking statuses are not pulled from any carrier, and cancelling a paid order does not refund it; refunds go through Stripe.
• Negotiation and disputes. Describe in the instructions when a person takes over: bargaining, damaged goods, returns. Handoff Control switches a chat to an operator by stop word or on any operator message, optionally silently, and returns the agent after 24 hours or your interval. Flight Control links a Telegram group where the team can query and steer the agent. See Human handoff.