WhatsApp in Bitrix24: chats in the CRM, not on a manager's phone
In the UAE clients write on WhatsApp, not by email and not through a website form. We connect WhatsApp to Bitrix24 through the official API: one company number for the whole team, every conversation in the client record, and management sees who replied and how fast
What happens without integration
Clients on personal phones
Each manager chats from their own number. When someone leaves, their clients and the whole history of agreements leave with them
No reply, and nobody knows
A message comes in on Friday evening and the manager sees it on Monday. Management finds out only when the client has already bought elsewhere
The history lives in the chat
Prices, discounts and deadlines were agreed on WhatsApp, and the CRM is empty. The next manager starts the conversation from scratch
The number is at risk
Unofficial connections through WhatsApp Web and bulk messaging without consent break WhatsApp's rules, and the sales number can be blocked
How we connect it
Official WhatsApp Business Platform
The company number connects to Meta's API through a connector in the Bitrix24 Contact Center: Twilio, Edna or an app from the Bitrix24 Market. We pick the provider by chat volume and message price, and the number goes through Meta verification
Open Channels
Incoming chats are distributed between managers in turn, by language or by product line. Response time is tracked, and a chat can be handed to a colleague without losing the history
A lead or deal from the first message
A new number creates a lead or deal with WhatsApp as the source, and a returning client lands in their own record. Chats, calls and emails sit in one timeline
WhatsApp rules to know upfront
- You can reply in free text within 24 hours of the client's last message
- Once the window closes, you can only write first with a template approved by Meta: a meeting reminder, an order status, an invoice
- Template messages are paid and the provider sets the price. We estimate the cost before connecting
- Broadcasts only go to people who agreed to receive them. Without consent complaints grow and the number gets restricted
- For the main sales number we do not use QR-code connections through WhatsApp Web: it is not an official channel
What we set up on top
- An out-of-hours auto-reply that knows the UAE weekend (Saturday and Sunday) and public holidays
- Quick replies in English, Russian and, if needed, Arabic
- A rule: if a message has no reply for 15 minutes, the manager is notified
- A channel report: how many chats, how many unanswered, how many turned into deals
- An AI agent on the first line: replies at once, clarifies the request and hands the manager a ready client. More on AI agents
How the connection goes
Number and provider
We choose the company number and the API provider and pass Meta verification
Open Channels
We set up the queue, distribution, working hours and auto-replies
CRM and rules
We link chats to leads and deals and add response-time control
Templates and launch
We submit templates for approval, train the team and stay on support
What it costs
Connecting WhatsApp is part of a Bitrix24 implementation (standard CRM setup from AED 10,000) or is done within a support package if your portal is already running. Template messages are paid to the provider separately. Support packages