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Bitrix24 On-Premise


Contact Center: Instant WhatsApp

Connect Instant WhatsApp to reply to your customers, and all interactions will be saved in CRM.

Customers visit your site and choose to communicate via WhatsApp through the Bitrix24 widget. They will be redirected to WhatsApp with a message containing the agent's personal code. When the customer sends this message, a chat will appear in the deal, and you will receive a notification.

You don't need to register on Facebook or WhatsApp. The channel is automatically connected to your most active widget or open channel.

Check if Instant WhatsApp is available on your plan.
Bitrix24 pricing page

How to connect Instant WhatsApp

If you want to connect Instant WhatsApp to a different open channel, first disconnect it from the current one.

Go to CRM > Customers > Contact Center > Instant WhatsApp.

Select an open channel, add users to the queue, and click Connect.

No further settings are required.

How it works

The customer visits your site and selects WhatsApp as the communication method through the Bitrix24 widget.
Website widget

They will have two options:

  • I have a WhatsApp application on my computer
  • Open WhatsApp on my phone
The mobile app will open automatically if the customer uses a mobile phone to access the site.

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

The message appears in Bitrix24 Messenger, and you can start a chat. The conversation and contact information will be saved in CRM.

Instant WhatsApp connection features

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

  • Agents must reply within 24 hours of the customer's last message, or their messages won't be delivered.
    Facebook Messenger Platform, Instagram Direct and WhatsApp Business Policy

  • Your phone number cannot be used to send special invitations to the chat.

  • There are limits on sending and receiving messages in Iran, North Korea, Crimea, Cuba, and Syria.

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