In Bitrix24, you can invite a customer to chat on Telegram or WhatsApp from the CRM entity form. To ensure convenience for the client, switch to a messenger and continue the communication there. The chat history will be saved in the CRM entity form.
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To use this option, connect Telegram and WhatsApp in Contact center.
Connect Telegram bot
Contact Center: Instant WhatsApp
To invite a client to chat, follow these steps:
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Open a CRM entity form and select Invite to chat in the timeline on the right. If there are multiple linked contacts, select the needed one.
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Click the gear button in the top right corner and select a service to send an SMS.
To use SMS messages for this option, set up an integration with a messaging service. You can use the built-in Twilio integration or look for a solution in our Market. -
When all the settings are done, invite a customer to chat. Click Invite to WhatsApp or Invite to Telegram.
You can check the message status in the timeline. Once the client opens the link and sends a message, a new chat will be created.
You will get a notification about a new message in Bitrix24. Open the customer chat right from the CRM entity form, or find it on the conversation list under Contact Center.
In brief
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Invite a customer to WhatsApp or Telegram chat right from the CRM entity form.
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To invite to Telegram chat, connect your Telegram bot in Contact center.
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To invite to WhatsApp chat, connect Instant WhatsApp in Contact center.
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Send an invitation link via SMS and continue communicating in the messenger.
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The chat history is saved to the CRM entity form.