Bitrix24

Every channel in one inbox

Whichever channel a customer writes from, the message lands on the same screen and on the same customer record. Agents do not switch apps to switch channels.

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Open channels: an inbox organised around customers, not channels

An open channel is the structure that gathers different messaging sources into one queue. An agent does not check WhatsApp, Instagram and live chat separately; they all queue in the same list.

Each conversation attaches to a CRM record. When the same person writes from another channel the record is deduplicated rather than duplicated.

One queue, many channels
Automatic deduplication
Conversations written to the CRM record
Handover between agents with internal notes

Telephony: built in or bring your own

Bitrix24 offers its own cloud telephony, but you can connect an existing phone system instead. Either way, an incoming call pops the customer record on screen.

Calls are recorded, their duration and outcome reported. A missed call can raise an automatic callback task.

Cloud telephony or your existing system over SIP
Screen pop on incoming calls
Call recording and call reports
Automatic task for missed calls

Routing and working hours

Who an incoming message lands with is not left to chance. Rules are defined on channel, language, topic and availability.

Outside working hours an auto-reply goes out and the message queues, landing with the next agent first thing in the morning.

Routing by channel and language
Round-robin or load-balanced distribution
Working hours and out-of-hours behaviour
Response time (SLA) tracking

What the module covers

WhatsApp Business

Official WhatsApp connection through an authorised provider.

Instagram and Facebook

Direct messages, Messenger and comments in one queue.

Live chat

A site widget with customisable design and canned replies.

Telephony

Cloud telephony or your existing system, with call recording.

Email

Two-way mailbox synchronisation.

Reporting

Volume, response time and agent performance per channel.

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.

Book a free consultation

Features

Detailed pages

The modules we most often roll out alongside this one; they reinforce each other in the same setup.

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.

Instagram Messages

You spend real money to be visible on Instagram, yet interest that lands in the DM inbox cools within hours. The official Instagram connection turns every message into a record you can follow.

Call Center

When a customer calls, your agent should already see past conversations, open tickets and active deals. We connect your telephony to Bitrix24 so the call and the data arrive together.

Service Requests

Whichever channel a service request arrives through, it should land in the same queue with an owner and a deadline. That is exactly how we configure the Bitrix24 Contact Center.

Surveys & Feedback

Satisfaction is built from small signals at every touchpoint, not from one annual survey. In Bitrix24 we combine survey forms, conversation ratings and callback requests into one report.

Other modules

CRM

CRM is the most used module in Bitrix24 and where most implementations start. Every touch with a customer collects on the same record; who called, what was said, which quote went out.

Tasks and Projects

The task module works without the CRM, but its real value shows when they are connected: a task opens straight from a deal, with nothing copied between two systems.

Automation

Automation takes over the work your team does but should not have to: opening tasks, sending reminders, moving stages, firing notifications.

Frequently Asked Questions

Is the WhatsApp connection official?

Yes, it is built on the WhatsApp Business API through an authorised provider. We handle number verification and template approval. We do not use workarounds that connect a personal WhatsApp account.

Can we connect our existing phone system?

Yes, most systems supporting SIP can be connected. Once connected, incoming calls pop the customer record and calls are logged to the CRM.

How many agents can work one queue?

There is no limit beyond the user count on your plan. Distribution can be round-robin, load-balanced or skill-based.

Can we report on which channel customers use?

Yes. Volume, response time and conversion are reported per channel, which is how you see which channel actually brings customers.

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.

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