Trained on your content
PDF price lists, a website crawl and question-and-answer pairs are loaded. The assistant answers only from those sources.
Integrations
Bitrix24 AI Assistant
An assistant that gives the first answer to enquiries arriving out of hours, trained on your own price list. When it does not know, it hands off to the Bitrix24 queue rather than inventing an answer.
At a glance
- Trained on your content
- Tone and rule definition
- Working inside the Open Channel
- Rule-based handoff
- An assistant per line
Why the first answer is late
Most lost enquiries are lost to the speed of first contact rather than to sales skill:
- Enquiries arriving out of hours and at weekends waiting until morning
- Agents replying late to the next message during busy periods
- The same questions; price, duration, accommodation; answered over and over all day
- Different agents giving different answers to the same question
- Time spent filtering simple questions taking away from qualified conversations
- Enquiries from other time zones answered the following day
What the assistant does
It is not a general-purpose chatbot; it speaks only from the knowledge you give it.
Tone and rule definition
You set its name, personality, goal and rules ; for example "give the price only as a range and leave the appointment to a consultant".
Working inside the Open Channel
Answers appear in the Bitrix24 Open Channel conversation and lead records are created as usual.
Rule-based handoff
When unsure, or on keywords you define, it leaves the session in the Open Channel queue; Bitrix24 decides who takes it.
An assistant per line
Each Open Channel gets its own assistant, so the sales line and the support line can work with different knowledge and tone.
Test area and reporting
Before go-live you write as a customer in the panel and see the answer and its source. Afterwards you see how many sessions it handled.
How is it different from Bitrix24 CoPilot?
Bitrix24's own CoPilot is a tool that helps an agent while they write: it summarises conversations, suggests text, tidies notes. It stands beside a person; it does not replace one. What is missing is an assistant trained on your price list that answers the customer by itself in the Open Channel and hands off by your rules. The solution described here fills exactly that gap; it does not replace CoPilot and both can run in the same portal.
- CoPilot: helps the agent, does not speak to the customer
- The assistant: speaks to the customer directly and hands off to a person when needed
- The assistant speaks only from the sources you provide
- Both can be used together in the same portal
The knowledge base: what will the assistant know?
The quality of the assistant depends entirely on the quality of the knowledge base. Three kinds of source are loaded: a crawl of your website, PDF files (price list, service catalogue, process documents) and manually entered question-and-answer pairs. In practice the third is the most useful, because the questions customers actually ask are not the same as the headings on your website. During implementation we usually do this: pull the most frequently repeated questions from the last few months of WhatsApp conversations and write them as question-and-answer pairs. That single step raises the share of sessions the assistant handles more than any other.
- Website crawl, general information and service scope
- PDF upload: price list, catalogue, process documents
- Question-and-answer pairs; the answers to real customer questions
- Test area in the panel: write as a customer and see the answer and its source
- When a source is updated the assistant starts working from the new information
Why not inventing answers is critical
The biggest risk with AI assistants is a confident, wrong answer to a question it does not know. In fields such as health tourism, giving a wrong price or wrong treatment information risks not only the sale but your reputation. This assistant answers only from the sources you load; for a question with no match in the knowledge base it says a specialist will help and leaves the conversation in the queue rather than inventing something. You can also force immediate handoff on keywords you define; for example "instalment", "complaint" or "refund".
- Answers only from the sources you load
- Says a person is needed instead of inventing an answer
- Hands off unconditionally on keywords you define
- Handed-off sessions fall into Bitrix24's own queue rules
- Tested in the panel before going live
How much does it actually handle?
It is worth setting the expectation correctly from the start: the assistant does not sell, it handles first contact. In practice it performs best on repeated questions; opening hours, general price range, which services you offer, how the process works, whether accommodation is included. Those questions make up a significant share of incoming enquiries and are exactly what eats an agent's day. Qualified conversations always stay with people; the assistant's job is to keep the customer warm until that conversation happens.
- Highest return on repeated questions
- Guarantees a first answer out of hours and during busy periods
- Qualified conversations stay with people
- Reporting shows how many sessions it handled
Which questions should the assistant take?
We make this split together during implementation; getting it wrong tires both the customer and the team.
| Question type | Who answers | Why |
|---|---|---|
| Opening hours, location, general information | Assistant | A clear match exists in the sources |
| Service scope and process | Assistant | Standard, repeated information |
| General price range | Assistant (as a range) | Constrained by a rule definition |
| Individual pricing and discounts | A person | Requires negotiation and authority |
| Medical or technical assessment | A person | Carries liability |
| Complaints and refunds | A person | Handed off unconditionally on keywords |
| Appointments and contracts | A person | Involves commitment |
How would this work in your process?
In a free 30-minute call we listen to your workflow and map out how this would run in your company.
How we work
Turning the assistant on takes minutes; the real work is designing what it knows and when it hands off.
- 01
Deciding the scope
We agree together which questions go to the assistant and which stay with people.
- 02
Building the knowledge base
Your price list, website and FAQs are loaded and gaps are filled in.
- 03
Tone and handoff rules
The assistant's personality, limits and handoff keywords are written.
- 04
Testing and go-live
We write as customers in the panel, check answers and sources, then assign it to the line.
What you end up with
- An AI assistant trained on your content and assigned to an Open Channel
- Written tone and boundary rules
- Keyword-based unconditional handoff configuration
- Separate assistant configuration for sales and support
- Test records and source verification
- Reporting on the share of sessions the assistant handles
Product pages
Technical detail and the live demo are on the product's own site.
FlexInbox | Bitrix24 AI agent
The official account of assistant settings, knowledge sources and handoff to the Open Channel queue.
flexinbox.ioFlexInbox | AI module
All assistant settings, model choice, tone definition and reporting.
flexinbox.ioFlexInbox: interactive demo
A live demo of the real panel with sample data, no sign-up required.
flexinbox.ioFeatures
Related features
The modules we most often roll out alongside this one; they reinforce each other in the same setup.
AI CoPilot
CoPilot is not a separate app. It lives inside Bitrix24 chat, CRM records and video calls, so your team gets back the hours it spends typing, listening and taking notes.
WhatsApp Integration
Your customers are already on WhatsApp. When those chats stay on personal phones, the process cannot be measured. We connect your official WhatsApp Business number to Bitrix24 and attach every message to a customer record.
Automation Robots
If a rep's day goes to logging records, setting reminders and retyping the same email, that is revenue leaking. We move that work to robots and give your team back the conversations.
Knowledge Base
People come and go; knowledge should stay with the company. We structure your work instructions, checklists and manuals in the Bitrix24 knowledge base and make them genuinely searchable.
Other integrations
WhatsApp is the primary channel for customer communication in Turkey, yet in most setups it sits outside the CRM. We connect your team's own number to Bitrix24 Open Channels.
Telegram
Stop opening a separate app for customers who write on Telegram. Your team's Telegram accounts connect to Bitrix24 and conversations are written to the same customer record.
Meta Ads
It is not enough for the form to reach your CRM; the ad it came from should reach it too. Otherwise the question "which ad brought sales" has no answer at the end of the month.
Frequently Asked Questions
What if the assistant gives wrong information?
It answers only from the sources you load; for a question with no match in the knowledge base it says a specialist will help and leaves the conversation in the Open Channel queue rather than inventing an answer. You can also force handoff on keywords you define. Before go-live we test it together in the panel by writing as a customer and checking answers and their sources.
Why do we need this when Bitrix24 has CoPilot?
CoPilot is a tool that helps an agent while they write: it summarises and suggests text. It does not speak to the customer on its own and is not trained on your price list. This assistant answers the customer directly in the Open Channel and hands off to a person by your rules. Both can be used in the same portal.
Will the customer realise they are talking to AI?
You define the assistant's name and tone; clients who prefer transparency have the assistant introduce itself. We discuss this as a choice at the start. When handoff happens a real consultant takes over and the customer does not have to repeat themselves, because the history sits on the same record.
Which languages does it work in?
The assistant is multilingual and can reply in the language the customer writes in. For our health tourism clients this is decisive: a question in German is answered in German, and when the session is handed off it can be routed to a consultant who speaks it.
How is it priced?
On the AI side the cost is only the credits used; there is no fixed per-user fee. Line charges are calculated separately. The trial includes 500 free credits and each line covers 5 Open Channels. Implementation, preparing the knowledge base and training are separate service items from us.
Can we update the knowledge base later?
Yes, whenever you want. You can upload a new price list, re-crawl the website or add question-and-answer pairs. It matters not to neglect this after a price change, or the assistant will keep answering from the old list. Regular updates are included in our support package.
Let's configure this around your business
Book a free intro call and we'll walk through your process and show which settings fit you.