Setting up Bitrix24 Open Channels

Setting Up Bitrix24 Open Lines

Open Lines — the imopenlines module — consolidate messages from different channels (Telegram, WhatsApp, VKontakte, website chat, email) into a single operator queue. Without configuration: all messages pile into a general chat, operators don't know who is responsible for what, and clients wait hours for a response.

How Open Lines Work

Each open line is a set of rules for handling incoming requests. It is stored in the database in the b_imopenlines_config table. Key configuration parameters:

• Operators — list of employees or a queue with a distribution algorithm.
• Distribution mode — round-robin (queue), all at once (all), responsible from CRM (crm).
• Business hours — the line's operating hours, behavior outside hours (auto-reply, redirect).
• CRM integration — whether to create a lead/deal on a new request, what to link the chat history to.
• Auto-reply — text for the first contact and outside working hours.

A single open line can receive messages from multiple channels simultaneously. Recommendation: separate lines by function (sales / support / complaints), not by channel — that way operators specialize in the type of request, not the messenger.

Step-by-Step Setup

1. Create a line. CRM → Contact Center → Open Lines → Create. Give it a meaningful name: "B2C Sales," "Technical Support," "Complaints."

2. Operators and distribution. Add operators → choose algorithm:

• Round-robin — the next operator receives a chat if the previous one is busy or did not respond within N seconds.
• All at once — notification to all; the first to respond takes the chat.
• Responsible from CRM — if the client is already linked to a contact/deal, the chat goes to the responsible manager.

The third option is the most valuable for sales: the client always reaches "their" manager.

3. Wait time and reassignment. Specify: after how many seconds without a response the chat is passed to the next operator. Typically 30–60 seconds. Without this parameter, a chat can hang indefinitely with an unavailable operator.

4. CRM integration. Enable "Create lead on new request" or "Link to existing contact." Choose the default lead stage. Configure the source — it will automatically be set in the lead's SOURCE_ID field.

5. Auto-replies. Write a welcome message — it is sent to the client immediately when the chat is opened, before an operator responds. A separate text for outside working hours: "We work from 9 to 18, we will reply in the morning."

6. Connecting channels. In the line settings → "Channels" section → add what is needed: Telegram, WhatsApp (via provider), website chat, VKontakte, etc. Each channel is added separately.

Common Setup Issues

Operators don't see chats. Reason: the operator is added to the line but does not have a Bitrix24 role that permits working with open lines. Check: Settings → Roles → make sure the role includes access to imopenlines.

Leads are not created. CRM integration is enabled but leads don't appear. Common cause: the line settings have "do not create automatically" selected, or the client is already identified in CRM and the system creates a deal instead of a lead (depends on pipeline settings).

Repeat contacts create a new lead instead of updating the existing one. Solution: enable the option "Link to existing contact by phone number/email" in the CRM integration settings.

Chats are lost during shift changes. If an operator goes offline with open chats — they get stuck. Configure automatic reassignment when the operator's status changes to "unavailable."