WhatsApp and Telegram,
inside Bitrix24 Open Channels.
With the Bitrix24 WhatsApp integration your team keeps writing from its own number. The incoming message lands in the Bitrix24 Open Channel conversation, and the agent replies either from Bitrix24 or from the FlexInbox panel. Customer records, owners, deals and reports stay in Bitrix24.
Try the Bitrix24 Open Channel integrationYour portal address is enough · Connector, robot and tab install automatically · 14 days free
Open ChannelWhichever line you use, there is one flow on the Bitrix24 side
It works inside the Open Channel and grows with robots
For a team using Bitrix24, three things change: where the conversation lands, when a message goes out on its own, and how an ad is tied to a sale.
The conversation lands in the Open Channel
Routing, queues and reports work by Bitrix24's own rules. The agent replies from Bitrix24 or from the panel; both sides see the same conversation.
The message goes out on its own when the stage changes
Two robots added to the Bitrix24 automation designer send a free-form message or an approved WhatsApp template. You set the rule in the place you already know.
One chain from ad to sale
Meta ad forms arrive as leads; the campaign, ad set and ad name are written to the record. When the sale closes, the result is reported to Meta as a conversion.
Enter your portal address, the rest installs itself
It connects directly to your portal, with no Marketplace install. The connector, the robots and the conversation tab inside the record are set up in your Bitrix24 portal automatically during the connection.
Connect your portal
In the panel, enter your company.bitrix24.com address, then click 'Allow' on the Bitrix24 screen that opens. Done once with an admin account.
Map the user to an Open Channel
Each Bitrix24 user is mapped to an Open Channel. If no mapping is set, the default line is used and the message still lands.
Connect the line
For a personal number, scan the QR code; for an official line, select the WABA number. Both work in the same portal.
One prerequisite: the Open Channels feature must be active on your Bitrix24 plan. It is part of the Bitrix24 plan itself and cannot be enabled by FlexInbox. If your plan does not include it, you need to upgrade through Bitrix24 before setup.
The message travels the same path in both directions
The customer writes on WhatsApp, the agent replies from Bitrix24. There is no copy and paste step in between.
Technical details: routing by line type and outage behavior
On a personal line the conversation goes straight to you
On a number connected by QR code, an incoming conversation opens for the owner of that line. It does not wait in a queue and is not routed to anyone else.
On an official line Bitrix24 manages the queue
Because a WABA number is used by the whole team, the conversation enters the Open Channel queue and goes to an agent according to Bitrix24's own routing rule.
If the portal does not respond, the message is held
If Bitrix24 is temporarily unavailable, messages are queued and processed again automatically when the connection returns.
The conversation, in the record's own tab
If your team works inside Bitrix24 all day, it never has to switch to the panel. A FlexInbox tab is added to lead, contact and deal cards; the whole conversation opens in that tab.
Technical details
- The conversation for the phone number on the record arrives directly
- Audio, images and documents open and play in the same tab
- The same tab works in the Bitrix24 mobile app as well
- An agent can write only from their own line; permissions are defined in the panel
See the whole conversation
without leaving the record
Change the owner and the stage
without leaving the conversation
The Bitrix24 record right above the conversation
While you talk to the customer, change the owner, move the stage forward and leave a comment on the record's timeline from the same screen. There is no 'now let me enter this into the CRM' step left after the conversation.
Technical details
- The stage list comes straight from Bitrix24; you do not define it by hand
- The comment you write lands on the timeline of the Bitrix24 record
- Tags stay on the FlexInbox side; they are used for filtering and reporting
- If you do not want a conversation written to the CRM, there is a 'do not save to CRM' box
Let the message go out when the stage changes
Two robots are added to Bitrix24's own automation designer. You build the rule where you already know how to write rules, so there is no new interface to learn.
Free-form message and file
The message goes out when a stage changes, a field is updated or a task is closed. Files you upload in the panel appear in the robot's list, so you do not upload them again every time.
preview
Approved templates on the official line
If the customer has not written in the last 24 hours, you can reach them only with an approved template. The robot lets you pick the template, pulls in that template's variables and binds each one to a Bitrix24 field. You see the final text before you save.
Stop dialing an unreachable customer over and over
A customer who cannot be reached on WhatsApp is marked automatically in Bitrix24, so your team does not waste time trying the same number again. You choose whether a stage or a field is changed; a 'no channel' badge also appears in the conversation.
Lead or deal, stage or field:
you decide
Who is on which line, in one table
Your Bitrix24 users appear in the panel on their own. Each row shows that person's panel account, role, connected WhatsApp or Telegram line and the Open Channel they are mapped to. You never create a user by hand.
Scan the QR code here,
and pick the Open Channel it lands in
Technical details: roles, permissions and panel login
Roles
Admin, supervisor and personal roles. An agent with the personal role sees only their own conversations.
Who can use the line
You can let more than one person use a number, and you can revoke that permission at any time.
Panel login
A panel account is created with the Bitrix24 email address. You do not have to give a login to someone who will only work inside Bitrix24.
No per-person fee
The price does not change no matter how many users you add. The fee is set by the number of lines you connect.
Let AI give the first reply
An assistant you train with your own content handles the first questions; your agent takes the conversation over whenever they want. A separate agent can be assigned to each Open Channel; you set the assistant's personality, knowledge sources and model from the panel. More: Bitrix24 AI integration.
Technical details
- Your price list, your frequently asked questions or your website become the source
- The conversation still appears in the Bitrix24 Open Channel chat and is recorded
- A separate agent can be assigned to each line; the sales line and the support line do not have to match
- Turning the assistant off is a single choice, and the line keeps working
The assistant answers the first question,
your team runs the rest
See in Bitrix24 which ad brought the sale
The moment a Facebook or Instagram ad form is filled in, a lead opens in Bitrix24; the campaign, ad set and ad name are written to the record. When the sale closes, the result is reported to Meta as a conversion: form, lead, sale and ad are tracked in one chain. More: Meta Lead Ads integration.
Which form is connected, how many fields are mapped:
see it at a glance
Technical details: attribution fields and dropdown lists
Campaign, ad set and ad are written
The campaign, the ad set and the ad a record came from are written into Bitrix24 as fields. The answer to 'which ad did this month's leads come from' sits in your CRM report, so you do not have to look at a separate panel.
Dropdown lists grow on their own
When a new option appears in the form, that option is added to the Bitrix24 field. The record does not fall into 'other', and you do not define fields by hand.
Bitrix24 Telegram integration: a real account, not a bot
A Telegram account is connected through the same Open Channel flow as WhatsApp: every agent's Telegram line is mapped to an Open Channel. Bitrix24's built-in Telegram connector is set up with a bot, and on Telegram a bot account cannot start a conversation. FlexInbox connects to the agent's own Telegram account, so you can send the first message.
It lands in the Open Channel
A Telegram message is forwarded to the Open Channel too; the same robots, the same owner rules and the same timeline apply.
The same AI agent
The agent you assign to an Open Channel answers on Telegram conversations too, and steps aside as soon as an agent starts typing.
The "no Telegram" automation
If the number is not on Telegram at all, the automation changes the stage of the lead or deal and a "no channel" badge appears in the conversation.
Setting up a Telegram line, its limits and how it differs from a bot account: Telegram integration
What you should know up front
Some of these come from the CRM's own rules, some from the current scope of the integration. We share all of them openly before you start.
Technical details and limits you should know
Open Channels must be on your plan
The integration runs on Bitrix24's Open Channels feature. That feature is part of the Bitrix24 plan and cannot be enabled by us.
If the portal does not respond, the message is queued
If there is a temporary outage on the Bitrix24 side, the incoming message is not dropped but queued. When the portal returns, the queue is processed again automatically; no message is lost.
No message is written twice
Before a queued message is sent, we check whether it already reached Bitrix24. A delivery left half finished during the outage is not written a second time.
The 'Created by' field shows the integration user
Bitrix24 does not let this field be set through the API. You see whoever actually created the record in the 'Owner' field; the 'Created by' field shows the integration user.
Owner and source IDs are validated
Bitrix24 silently accepts an invalid owner or source ID, and the record becomes invisible. For records coming from Meta forms, the values you select are validated before they are written.
Only WABA errors about the person are counted
On an official line you cannot ask in advance whether a number has WhatsApp; the 'unreachable customer' rule runs when a message cannot be delivered. Billing problems, Meta restrictions, media errors and the 24 hour window are not on that list; they do not affect the record.
Robots are installed by line type
The free-form message robot works on both QR code and official lines. The template robot is installed only for accounts that have an official line (WABA); a QR code line has no concept of templates.
Records are created automatically only in conversations you start
For an incoming message, the Bitrix24 Open Channel already creates the lead. To avoid creating the same person twice, record creation runs only for conversations the agent starts.
Group chats are not carried into the CRM
WhatsApp groups appear in the FlexInbox panel and can be answered there, but they are not written to Bitrix24 records. A group has no single customer record.
A QR code line is subject to WhatsApp rules
Sending bulk or unsolicited messages from a personal number can get the number restricted. That risk comes from how it is used, not from the tool.
About the Bitrix24 integration
Is Open Channels required for the Bitrix24 WhatsApp integration?
Yes. The integration runs on Bitrix24's Open Channels feature; an incoming message lands as an Open Channel conversation. This feature must be included in your Bitrix24 plan and cannot be enabled by FlexInbox.
Where do the messages appear in Bitrix24?
In two places: in the Open Channel conversation, where the agent replies, and in the FlexInbox tab added to lead, contact and deal cards. The comment you write lands on the record's timeline.
Is there a Bitrix24 Telegram integration as well?
Yes. Your Telegram account connects through the same Open Channel flow; Telegram messages also land in the Open Channel conversation and work with the same robots and owner rules.
Should I use a personal number or an official line?
Both work in the same portal. On a personal number connected by QR code, an incoming conversation opens for the owner of the line; on an official WABA line, the conversation enters the Open Channel queue and goes to an agent according to Bitrix24's routing rule.
Can a message be sent automatically when the stage changes?
Yes. Two robots are added to the Bitrix24 automation designer: one that sends a free-form message and a file, and one that sends an approved template on the official line. You build the rule where you already know how.
Do Meta ad forms land in Bitrix24?
Yes. Facebook and Instagram lead forms are connected; the moment a form is filled in, a record opens in Bitrix24, and you decide which answer is written to which field.
Does setup require Bitrix24 Market approval?
No. You enter your portal address in the panel and grant permission on the Bitrix24 screen; the connector, the robots and the record tab are installed during the connection. No credit card is asked for, and it is free for 14 days.
Do you use a different CRM?
Same panel, same lines; only the place the record lands changes. You will find all WhatsApp CRM integration features on the home page.
Zoho CRM integration
Matches lead, contact and deal records; owner and stage are managed from the conversation.
Go to the page
HubSpot integration
Every message stays in the activity timeline of the contact record; the conversation opens from the contact card.
Go to the page
GoHighLevel integration
WhatsApp takes the place of the SMS channel; workflows and AI talk over WhatsApp.
Go to the pageConnect your Bitrix24 today
Setup starts by entering your portal address. Open Channel matching is done from the panel; if an official line is needed, the application is subject to Meta's approval.
No credit card · 14 days free