Let's create an automation rule in the deal at the "Delivery" stage to send a tracking number to the customer.

From. Specify the address from which the automation rule will send an email. If you enable Auto select option, the automation rule will send an email from the responsible employee address. If the responsible person has several addresses, an email will be sent from the first one in the list.

Subject and text. You can insert values from CRM form fields into the text. For example, add the customer's name and the order number.

Client address type. Select work, home, newsletters email or auto select. The type of address is specified in the email field in the client form.

Use address. If the client has several addresses, the automation rule will send the email to the first or the last added address. Select a value from the list.

If you select work address, the automation rule will select the first or the last address of that type. If you enable the auto select option, the automation rule will select the first or the last address from the client form, regardless of its type.

Attachments. You can attach files to your email, for example, company details or a product catalog.

• Element files — you can attach files from CRM form custom fields.
• Drive — you can upload files from Bitrix24 Drive or from your computer.

Enable click tracking. You can get to know that a customer has clicked on a link from an email.
Track link clicks in outgoing emails

When the deal moves to the "Delivery" stage, the automation rule will sent the email. The customer's name, the order number and the delivery track number will be automatically inserted into the text.

Outgoing call number. Select the number from which the call will be made.

Input data for the call. Select what the customer will hear: text voiced by the automation rule or an audio recording.

Next, the settings depend on you choice:

1. Text. Write the text that the customer will hear during the call. You can insert CRM form field values: customer name, order number, delivery date. Select voice, volume and speed of pronunciation.
The Text to speech option is paid. Payment is charged off from the your Bitrix24 Telephony account.
Convert Text to Speech in Bitrix24
2. Audio recording. Provide a direct public link to the file in mp3 format.

You can create an automation rule at the "Successful deal" stage. The automation rule will send a message asking the client to fill in the feedback form.

Text. You can add field values from the CRM form: customer name, deal amount, delivery date.

Hidden Message. The client will not see this message. It is available only to employees who are in the chat room. You can discuss order details, discount conditions, options for responding to a customer complaint.

Attachments. Attach files to your message, for example, an invoice or a discount coupon.

• Element files — you can attach files from CRM form custom fields.
• Drive — you can upload files from Bitrix24 Drive or from your computer.

Let's create an automation rule at the "Delivery" stage to text the customer with the delivery tracking number.

Message text. You can add field values from the CRM form: customer name, deal amount, delivery track number.

Client phone number type. Select the phone number to send SMS to. The type is specified in the "Phone" field in the client form.

If you enable Auto select, then the automationn rule will send an SMS to the first number from the client form, regardless of its type.

Provider. Select a provider for sending SMS. If you do not already have an SMS provider connected, first set it up and then select it in the automation rule.

Using SMS in Bitrix24

Let's create an automation rule at the "Create papers" stage of deals to inform clients about the registration process.

Select a message template.
Add message templates in your Edna account
Send WhatsApp messages from CRM

Check how the automation rule works. When the deal moves to the "Create papers" stage, the rule will send a message.

Let's create an automation rule at the "Discussing an order in chat" stage. If it is convenient for the client to communicate in Telegram, the user can move the deal to this stage during the call.

A record about texting will appear in the CRM form timeline. When a client texts a message in the Telegram, a chat will be created. You can open it directly from the deal form.