How to connect WhatsApp and Telegram to Bitrix24
Customers write to the messenger they already use, and your managers answer from the CRM. Here is how messenger integration in Bitrix24 works, which connection options exist, and where the usual problems are.
Short answer. Messengers are connected to Bitrix24 through Contact Center → Open Channels. Telegram and Instagram connect natively in a few minutes. WhatsApp has two routes: the official WhatsApp Business Platform through an approved provider (stable, but requires business verification and pays per message by Meta's rules), or connecting an existing number through a third-party connector (fast, keeps your current chats, but unofficial and carries a risk of the number being blocked). The connection itself is the easy part — the value comes from routing, deal automation and response-time control.
How it works
An Open Channel is a queue of conversations inside Bitrix24. You attach one or more messengers to it, and every incoming message becomes a chat that managers answer from Bitrix24 — on desktop or in the mobile app.
- Every new conversation creates or finds a contact and, if you want, a lead or deal.
- The full chat history is saved in the client card, next to calls, emails and tasks.
- Routing — conversations go to managers in turn, by department or by working hours.
- Response-time control — if nobody answers in N minutes, the chat moves to the next person or the supervisor gets notified.
- Auto-replies after hours and saved quick answers for typical questions.
- Customer rating of the conversation at the end, if you want feedback.
WhatsApp: two ways to connect
This is the decision that matters most, so make it consciously.
| Official WhatsApp Business Platform | Existing number via connector | |
|---|---|---|
| How it connects | Through an approved provider (Bitrix24's own connector where available, or a marketplace app) | QR code, like WhatsApp Web, through a third-party app |
| Setup | Business verification with Meta, can take days | Minutes |
| Your current chats | Usually a new or migrated number, old history stays in the phone | The same number, customers see no change |
| Writing first | Only with pre-approved templates outside the 24-hour window | Like a normal phone |
| Costs | Provider fee plus Meta's per-message pricing | Connector subscription |
| Risk | Low — the official route | Not official; numbers can be restricted, especially with mass messaging |
Our rule of thumb. If WhatsApp is your main sales channel and you plan reminders or broadcasts, go official. If you have an existing number with years of client history and mostly answer incoming messages, a connector is a reasonable start — but never send bulk identical messages from it.
Telegram
- Telegram bot — create a bot via BotFather, paste the token into an Open Channel, done. Customers write to the bot; managers answer from Bitrix24. This is the official and stable route.
- Personal Telegram account — if customers already write to a manager's personal account, it can be connected through marketplace apps. Same caveat as with WhatsApp: convenient, but not an official API.
Other channels
Instagram Direct and Facebook Messenger connect natively through your Meta business page. Viber, LINE and other regional messengers are available through native connectors or marketplace apps — availability depends on your region and Bitrix24 plan, so check it in Contact Center before you commit. Website live chat and web forms go into the same queue.
Setup in practice
- List your channels. Which messengers customers actually use, which numbers and accounts, who answers them today.
- Choose the WhatsApp route — official or connector — before anything else.
- Design the queue. One Open Channel for everything, or separate ones by language, country or product line.
- Connect deal automation. A new conversation creates a deal in the right pipeline, with the source recorded.
- Set response rules. Working hours, auto-replies, how long before a chat is passed on.
- Test with real phones — message from a customer's side, check that the contact, deal and history appear correctly.
- Train the team — answering only from Bitrix24, not from personal phones.
Common mistakes
The most common one is connecting the messenger and stopping there. Chats land in Bitrix24, but nobody is responsible for response time, deals are not created, and managers keep answering from their phones — so the history never reaches the CRM.
- Duplicated contacts — the same customer writes from WhatsApp and calls from the same number; without duplicate rules you get two cards.
- One manager's personal number as the company channel — when the person leaves, the chats leave with them.
- Bulk messages from an unofficial connection — the fastest way to get a number blocked.
- No source tracking — you cannot tell which channel brings deals.
We have set this up for a real estate agency in Thailand, a wholesale company in Kazakhstan and a car rental in Bali — see Bitrix24 implementation. Want a bot to answer and qualify leads before a manager steps in? See AI chatbots.
Frequently asked questions
Can several managers answer from one WhatsApp number?
Yes. That is the point of the integration: one company number, several managers in Bitrix24, each conversation assigned to someone.
Will customers notice anything?
With a connector on your existing number — no. With the official platform the number may change if you migrate, and customers see your verified business profile.
Can managers answer from their phones?
Yes, from the Bitrix24 mobile app. Answering from the WhatsApp app directly bypasses the CRM and should be avoided.
Can a bot answer first?
Yes. A bot can greet, collect the request and contact details, then hand the chat to a manager with the deal already created.
Tell us about your project
Describe what you have now and what you want to achieve. We will review your setup, name the root cause and propose a plan in writing before any work starts.
- Phone+7 (901) 417-04-37
- MessengersTelegram · WhatsApp · MAX
- Emailkkconsulting2024@ya.ru