This article answers the most frequently asked questions about Contact center.
What are Open Channels?
Open Channels in Bitrix24 collect inquires from different sources in real time and distribute chat sessions among agents in the queue.
Open Channel settings
How can I create an Open Channel?
To create an Open Channel:
- Go to CRM > Add-ons > Contact center.
- Select a social network or messenger.
- Click Create Open Channel in the Open Channel preferences section.
How many Open Channels can be created?
The number of Open Channels you can create depends on your plan. Check the Bitrix24 pricing page for details.
Bitrix24 pricing page
Is there any limit on the number of simultaneous conversations in Open Channel?
Yes, if an employee has over 1,000 unclosed conversations, new inquiries won't be assigned to them.
Limit on the number of unclosed conversations
How can I delete a customer chat and message history?
Currently, there is no way to delete a conversation and its history in Open Channels. You can view all conversations under Contact center > Conversations.
Conversations: how to find Open Channel chats
How to connect Skype to Open Channels?
Starting October 31, 2019, Microsoft stopped registering new Skype chatbots. You can no longer connect the Skype channel.
Is it possible to send messages from CRM to Facebook?
Yes, you can set up Facebook integration using Open Channels. After a client contact you on Facebook, you can send them messages from CRM via the Open Channel chat.
Facebook: connect messages
Why are Instagram messages not coming into an Open Channel?
Solutions for errors connecting Instagram to Bitrix24 can be found in a separate article.
Troubleshoot Facebook and Instagram connection to Bitrix24