To add an Open Line in Bitrix24 to ChatApp:
- Open the Bitrix24 menu and go to the «Contact Center» section. You can do this by typing «Contact Center» in the search bar.
- Select the connector for the desired messenger.
- In the drop-down list, create a new line or choose an existing one.
- In the dialog box, configure the Open Channel settings in accordance with the needs of your company. For more information about how to configure Open Channel, see the Bitrix24 Help.
To ensure that the first available operator can respond to client messages:
- Click "Configure."
- Go to the "Queue" tab.
- In the "Responsible Employees Queue" field, add all support team members (if someone is missing from the list, they will not receive messages).
- In the drop-down list "Distribute inquiries among employees in the queue," select "To everyone." This will allow messages to be sent to all employees in the queue, and the first one to click the "Reply" button can respond to the client.
- Check the box "Verify client in CRM database" and in the drop-down list "If client is not found in CRM," select "Create manually in the chat window." This will allow leads to be created based on conversations with the client if they are not in the CRM database. The client's first name, last name, and chat history will be passed to the lead.
- You can close the Open Line chat with the phrase: #close_dialog, #***#. This will be useful for quickly closing minor dialogues created by the bot.
- On the "Working Time" tab, you can specify the time zone, working hours, weekends, and holidays. This will help create bot responses to client messages outside working hours to increase their loyalty.
- Each deal creates a chat in the Open Line. If there are multiple groups with deals, a separate chat will be automatically created for each deal. The number of chats will correspond to the number of groups. It is important to monitor the number of deals linked to a contact or create a separate contact in Bitrix24 for each group.
In this case, we recommend using ChatApp Dialog — all chats will be available in a single window. To switch to ChatApp Dialog, click the "ChatApp for WhatsApp" tab in the left menu and select "ChatApp Dialog."
- Files sent in the dialogues are automatically saved in a hidden storage in Bitrix24. To access them, manually save the files in the open storage.
Video instruction for setting up Open Line in Bitrix24: