Configuring Auto-Replies in Bitrix24 Open Channels
An auto-reply is not just a "thank you for your inquiry" text. Properly configured auto-replies reduce the load on operators, set client expectations, and collect data before a live person responds. Done wrong — they irritate clients and simulate work rather than doing it.
Types of Auto-Replies in Open Channels
Bitrix24 supports several levels of automatic replies in open channels:
1. Welcome message — sent to the client immediately upon opening the chat, before any messages. Configured in CRM → Contact Center → Open Channels → [desired channel] → "Auto-Replies".
2. Out-of-hours auto-reply — when a client writes but operators are unavailable. Contains information about working hours and a promise to call back/reply.
3. Wait-time auto-reply — if an operator doesn't respond within N minutes. The client receives: "All operators are busy, please wait or leave your contacts."
4. Bot scenario — a sequence of automatic messages with buttons. Essentially a simple chatbot within the open channel, with no external server required.
Configuring the Welcome Message and Out-of-Hours Reply
CRM → Contact Center → Open Channels → select channel → "Auto-Replies" tab:
-
Welcome message: enable, write text. Supports the
{NAME}variable — if the client's name is known from CRM, it is substituted automatically. - Out-of-hours reply: enable, write text specifying working hours. Working hours are set in the "Schedule" section of the same open channel.
- Long wait reply: enable, specify the threshold in minutes (usually 3–5 minutes).
Texts support basic formatting: bold, italic, emoji.
Bot Scenario (Built-in Chatbot)
In the "Bots" section of the open channel, a simple scenario can be configured without programming:
- Welcome message with topic selection buttons.
- Depending on the selection — the next message or transfer to an operator.
- Up to 3–4 nesting levels.
Example structure:
"Hello! Choose a topic:"
→ [Order] → "Please provide your order number" → [operator]
→ [Return] → "When was the purchase?" → [operator]
→ [Other] → [operator immediately]
Limitation: conditional logic more complex than button selection is not possible, there is no external API integration, and free text cannot be handled. For complex logic — a custom bot via imbot.register.
Variables in Auto-Reply Texts
Supported variables:
-
{NAME}— client's name (if known). -
{PHONE}— client's phone number. - Wait time — not available as a variable, must be specified manually in the text.
Operator variables (operator name, position) are not supported in auto-replies — only in personal greetings in live chat.
What Works Poorly
Auto-reply that is too long. The client sees a wall of text instead of a question. An auto-reply should be 1–3 sentences maximum. Company information belongs in the website greeting, not the chat.
Auto-reply without a subsequent live reply. If the client received an auto-reply and the operator didn't respond within 30–60 minutes — the auto-reply only worsens the impression. Set up operator notifications for missed chats.
Identical auto-reply for all channels. A client on WhatsApp and a client from the website are different audiences with different expectations. A separate text for each channel or open channel.
Bot scenario instead of a quick reply. If the average operator response time is 2 minutes, a complex bot scenario only delays the client. A bot is justified when the wait queue is 5+ minutes or during out-of-hours time.