Bitrix24 integration with WhatsApp
Customer conversations live in the CRM, not in a personal phone.
While the correspondence lives in a manager's phone, the company sees neither the volume of requests nor the reasons for refusals — and loses everything at once when that person leaves. We connect WhatsApp so conversations stay with the business.
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What we do
Chats in the card
The whole conversation is tied to the customer and the deal.
History stays
A departing manager no longer takes the customers with them.
Queue and routing
Requests are distributed by rules, not by who noticed first.
Response control
First-reply time and unanswered chats are visible.
Templates
Quick answers to common questions without copy-paste.
Works with a bot
An AI assistant can answer first, a human joins later.
What changes after connecting
Measurement appears: how many requests arrived, how many went unanswered, how long the first reply took. Those numbers simply did not exist before.
Continuity appears: a new manager sees the full history and does not start the conversation from scratch.
And control appears: a supervisor can open any conversation and understand why a deal did not close, instead of hearing a retelling.
How it works technically
WhatsApp connects to Bitrix24 through an official provider: messages arrive in Open Channels and from there into the customer card.
We configure the operator queue, routing rules, working hours and out-of-hours replies, plus templates for frequent answers.
If automatic answers to routine questions are also needed, an AI assistant sits alongside: it replies first and the manager joins once the conversation becomes specific.
How we run it
- Provider. Choosing one that fits your numbers and volume.
- Connection. Open Channels, queue, working hours.
- Rules. Routing, auto-replies, templates.
- Testing. Trial conversations from the customer side.
- Launch. Watching live chats for the first week.
Frequently asked
Does the number stay the same?
Yes, your working number is connected. Moving contacts or chat history from the phone is not required.
Is the provider paid?
Yes, provider fees are separate from our work and depend on message volume.
Can managers write first?
Within platform rules: a conversation can be started with template messages, free text is allowed in reply to a customer.
What about mass campaigns?
Bulk messaging to a cold list gets the number blocked — we neither set that up nor recommend it.
Can Instagram and Telegram be added?
Yes, they connect to the same open channels and land in the same cards.
Other Bitrix24 work
Продвижение и реклама
Move conversations into the CRM
Tell us about your numbers, message volume and routing rules — we will send a scheme and an estimate.