Instant WhatsApp is a communication channel you can add to your website widgetA widget is a tool for website visitors to communicate with your company. Customers can ask questions, get answers, or leave their contact details for an agent to contact them.. When a customer visits your site, they can contact you through WhatsApp. You receive these messages in Bitrix24.
Advantages of Instant WhatsApp:
- Connect without registering your company on WhatsApp.
- Store contact details and message history in CRM.
- Reply to customers in a channel they already use.
- Route messages automatically based on your queue rules.
Bitrix24 pricing page
WhatsApp restricts messaging in some regions, including Iran, North Korea, Cuba, Syria, Crimea (+7978), Donetsk, and Luhansk.
Connect Instant WhatsApp
- Go to CRM > Customers > Contact Center > Instant WhatsApp.
- If you already have Open ChannelsOpen Channels collect messages from various customer communication channels and distribute them among employees. Messages are sent to Contact Center., select one.
- Click Connect.
If no Open Channel exists, Bitrix24 will prompt you to create one.
Add Instant WhatsApp to your website widget
- Go to Sites and stores > Sites.
- Click the three dots (...) next to your site and select Configure site.
- In the Website widget section, click Edit settings.
- Click Edit to open widget settings.
- Click add Open Channel and select the channel connected to Instant WhatsApp.
- Save the changes.
Customers can now contact you through Instant WhatsApp. Messages appear in the Contact Center.
Test the widget
When you open your site on a computer, you can:
-
Open WhatsApp Desktop: click I have a WhatsApp application on my computer.
-
Start a chat from your phone: click Open WhatsApp on my phone and scan the QR code.
A system message is generated automatically. After you send it, an agent joins the chat.
The agent receives messages in the Contact Center. The customer appears as Guest. WhatsApp does not pass the name or phone number.
The agent must reply within 24 hours of the customer’s last message. After that, messages will not be delivered.
Facebook Messenger Platform, Instagram Direct and WhatsApp Business Policy
When a chat starts, CRM creates a new lead or deal with a contact. You can choose which item to create in the Open Channel settings. The conversation appears in the CRM item form.
Open Channel settings
In brief
- Instant WhatsApp is a communication channel you can add to your website widget. When a customer visits your site, they can contact you through WhatsApp. You receive these messages in Bitrix24.
- Instant WhatsApp connects to only one open channel.
- Agents receive messages in the Contact Center. They must reply within 24 hours of the customer’s last message. After that, messages are not delivered.
- Each chat also creates a new lead or deal with a contact in CRM. Choose which item to create in the Open Channel settings. The conversation appears in the CRM item form.