Integration Kommo TOTVS Protheus: Conversational CRM with ERP intelligence
This case shows how the Bytebio connected the Kommo We use TOTVS' Protheus system to create a fluid sales operation, where the salesperson resolves everything without leaving the conversation, AI helps to qualify and respond, and data flows automatically between systems, from the first contact to the invoiced order.
quick summary
- Main Challenge: Salespeople were wasting time switching between CRM and ERP systems to access data, and customers were giving up due to the delays.
- Solution: integration between Kommo Protheus features conversational AI, real-time queries, and order automation.
- Who is it for: Companies that sell through WhatsApp, Instagram, or Messenger and need agility and control integrated with their ERP system.
- Type of impact: Response speed, conversion rate, customer experience, and data governance.
The Business Challenge
O Kommo It's a CRM designed for conversational sales. It centralizes WhatsApp, Instagram, Messenger, Telegram, and other channels into a single inbox, with a visual funnel and automations. The problem is that, on its own, it knows nothing about inventory, prices, credit, or the customer's tax history.
In practice, companies that use Kommo Protheus and others face challenges:
- Constant manual queries: The salesperson needs to open the ERP system in another tab to check stock, price, or payment terms.
- Delayed responses: While the salesperson consults, the customer waits (or gives up).
- Typos: Manually copying data between systems can lead to incorrect orders, returns, and rework.
- Lack of context: the lead card in Kommo It does not show whether the customer has already made a purchase, whether they have available credit, or whether there are any outstanding payments.
- Orders outside the ERP system: Sales closed via chat do not automatically become orders, requiring manual data entry in Protheus.
- Fragmented view: Marketing sees the funnel in the CRM, finance sees the revenue in the ERP, and nobody connects the two ends.
The result is an operation that appears agile in the chat, but relies on manual processes behind the scenes.
What Bytebio did
A Bytebio drew a full integration between systems connecting Kommo The project, implemented by Protheus, covered everything from lead qualification to order invoicing. It combined automation, real-time queries, and artificial intelligence to create a seamless experience for both the salesperson and the customer.
1. Lead card enriched with ERP data.
When a lead enters the Kommo (via WhatsApp, form, or other channel), the integration queries Protheus to check if a record already exists. If it does, the lead's card is automatically populated with:
- Company name and CNPJ/CPF (Brazilian tax ID/individual taxpayer ID)
- Purchase history (recent orders, average order value, frequency)
- Available credit limit and financial situation
- Outstanding or overdue securities
- Category and applicable commercial conditions
This allows the salesperson to know, even before answering, whether they are speaking with a repeat customer, a new prospect, or someone with outstanding issues.
2. Real-time consultations within the conversation
During the chat, the salesperson can activate commands or buttons that query Protheus without leaving the system. Kommo:
- Stock: Check product availability in real time, including stock by branch or distribution center.
- Price: Returns the updated price considering the price list, customer discount, region, and taxes.
- Deadline: It calculates the delivery time based on the postal code and logistics availability.
- Order simulation: Set up a pre-sale with items, quantities, prices, and conditions, without needing to open the ERP system.
These queries can be made by the salesperson or, in more advanced scenarios, by the conversational AI itself.
3. Artificial intelligence in customer service
The integration includes layers of applied AI which increase responsiveness and qualification capacity:
- First contact chatbot: It automatically answers frequently asked questions (hours, catalog, payment methods) and collects initial lead data before passing it on to the salesperson.
- Automatic qualification: AI analyzes the conversation and classifies the lead by intent (immediate purchase, price comparison, support) and profile (B2B, B2C, reseller).
- Suggested answer: During the conversation, the AI suggests responses based on context, customer history, and ERP data (e.g., "This customer usually buys product X, would you like me to offer it to them?").
- Conversation summary: At the end of the interaction, the AI generates a structured summary that is recorded on the lead's card.
- Smart alerts: AI identifies risk patterns (customer complaints, delayed orders, negative tone) and notifies the manager.
The AI is configured with clear limits: when the situation requires a business decision or sensitive negotiation, it transfers the responsibility to a human salesperson. Every automated interaction is identified and can be reviewed.
4. Automatic order generation in Protheus
When a sale is finalized in the chat, the integration automatically generates the order in Protheus:
- Customer data, products, quantities, and conditions are sent without manual data entry.
- The order enters the ERP system already validated (credit, inventory, tax rules).
- The order number returns to Kommo and it is recorded on the lead's card.
- The customer receives automatic confirmation through the chat itself.
This eliminates the rework of manually entering orders and reduces errors that lead to returns or tax corrections.
5. Status update and after-sales service
After the request, the integration continues:
- Order status: The customer can ask "where is my order?" and receive an automatic response based on ERP data (invoiced, being picked, shipped, delivered). This functionality leverages the... WhatsApp Business API for official and traceable communication.
- Tax note: When an order is invoiced, the electronic invoice (NF-e) can be sent automatically via chat.
- After sales: AI can trigger satisfaction surveys, offer complementary products, or schedule repeat purchases based on history.
6. Intelligent lead distribution
The leads that arrive through Kommo They are automatically distributed among vendors based on configurable rules:
- Round robin (simple rotation)
- By region, portfolio or segment
- Based on availability (who is online, who has fewer open leads)
- Based on lead profile (new customers go to hunter, recurring customers go to farmer)
This ensures load balance and prompt service.
7. Dashboards and integrated view
The data from Kommo (Leads, conversations, funnel, origin) and Protheus (orders, billing, delinquency) are consolidated into dashboards that show:
- Conversion by channel (WhatsApp, Instagram, website)
- Average response and closing time
- Average ticket price per salesperson, region, or product.
- Campaign ROI (with UTM tracking)
- Comparison between leads generated and orders invoiced.
Management will now have an end-to-end vision, from marketing to finance.
Before vs. After
What changes on a daily basis?
- Instant response: The seller can check stock, price, and delivery time without leaving the chat.
- Fewer errors: Orders are generated automatically, without manual typing.
- Informed customer: Order status and NF-e (Brazilian electronic invoice) sent through the same chat channel.
- Seller with context: The lead's card displays history, credit, and opportunities.
- AI as real support: Qualifications, suggestions, and summaries that accelerate human work.
- Management with visibility: Dashboards that connect leads, sales, and revenue.
- 24/7 service: The chatbot covers off-hours and collects qualified leads.
For whom it makes sense (and when it doesn't)
It makes sense when:
- The company sells through WhatsApp, Instagram, or other messaging channels.
- The sales cycle requires frequent queries to the ERP system (price, inventory, credit).
- The volume of leads justifies automation and intelligent distribution.
It is not a priority when:
- Sales volume is low, and the manual process works well.
- The company does not use a structured ERP system or does not have APIs available.
Variations and possibilities
- Interactive catalog in the chat: The customer browses products and adds them to their cart directly within the conversation.
- Billing and payment via chat: Sending payment slips, Pix payments, or payment links integrated with the ERP's financial system.
- Integration with logistics: Carrier tracking is automatically updated in the order status.
- Smart repurchase: AI identifies customers with recurring purchase patterns and suggests re-engaging them at the right time.
- Sentiment Analysis: AI monitors the tone of conversations and alerts about the risks of churn or dissatisfaction.
- AI training with historical data: Increasingly accurate answers and suggestions based on sales history and conversations.
How does this connect to other initiatives?
- Adjacent integrations and automations: The same logic can connect other systems (financial, logistics, support), creating an integrated ecosystem.
- Data governance and quality: With centralized and traceable data, audits and analyses become more reliable.
- Observability: Monitoring integrations ensures stability and alerts in case of failures.
- AI applied with criteria: All AI automation follows rules for scaling, validation, and human review when necessary.
What we are intentionally not detailing
- Client identity and specific project context.
- Metrics, volumes, deadlines, and values involved.
- Details of the architecture, credentials, and API configurations.
- Internal business rules and ERP system settings.
- Cost structure, margins, and commercial policies.
- Specific AI settings (prompts, models, limits).
How Bytebio can help
A Bytebio It is a technology and data consultancy focused on operations, integrations, and business intelligence. It works with automation, data governance, applied AI, and customized solutions, acting as a technical partner for companies that need agility, traceability, and data insights.
In this type of scenario, the Bytebio It connects CRM and sales efficiency to ERP in a single flow, eliminating manual tasks and giving the sales team the tools to sell faster. In addition to integration... Kommo and Protheus, a Bytebio also structure smart dashboards, process automation and after-sales processes.
If this scenario makes sense for your operation, talk to us. BytebioWe can start with a quick diagnosis and propose a pilot program tailored to your team's specific needs.
