Bitrix24Care

Contact Center: Instant WhatsApp

Connect Instant WhatsApp to reply to your customers. Everything will be saved in CRM.

The customer will go from the Bitrix24 site widget to WhatsApp. There is a personal code of the manager with whom the customer will communicate in the message. As soon as the customer sends this message, a chat will appear in the deal. You will receive a notification and can continue communicating with the customer in Bitrix24 account.

You will not need to have a registration in Facebook and WhatsApp. The channel is already automatically connected to your widget or open channel with the most activity.

The Instant WhatsApp is only available on new commercial plans.

How to connect the Virtual WhatsApp

If you want to connect a channel to another open channel, disconnect it from the current one.

In the Contact Center section, click Instant WhatsApp.

Select an Open Channel, users in queue and click Connect.

Everything is ready. No more settings are required.

How does it work?

The customer comes to your site, where the Bitrix24 widget is connected, and chooses the communication method via WhatsApp.

Two ways will be offered to communicate:

  • I have a WhatsApp application on my computer
  • Open WhatsApp on my phone
If the customer opens the site on a mobile phone, the mobile app will be opened automatically.

Then the customer needs to send a special message to the open channel operator.

After sending this message, the operator will be connected. You can start a dialog in the chat.

The dialog will be saved in the CRM form. The contact information will be saved in the Contact section.

Instant WhatsApp connection features

  • Only one Instant WhatsApp channel can be connected to Bitrix24. If you connect Instant WhatsApp to the second open channel, it will be disconnected from the first one.

  • The operator must reply to customer messages within 24 hours after the last customer's message. After 24 hours the operator's messages to the customer will not be delivered. Read more in the article.

  • Your phone number, which will be used to send special invitations to the chat, can not be connected.

  • There are limits on sending and receiving messages in the following countries and regions: Iran, North Korea, Crimea, Cuba, Syria.
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