Configuring the Bitrix24 Online Chat Widget
The online chat widget is what website visitors see. By default it looks like a standard button with the Bitrix24 logo, opens in the lower right corner, and is indistinguishable from hundreds of other sites on the same platform. Proper configuration makes the widget part of the site's design and increases conversion to inquiries.
What Can Be Configured in the Visual Part
Bitrix24 → CRM → Contact Center → Online Chat → select the desired chat → "Settings".
Color and theme. The main widget color is set in the settings — it should match the brand's accent color. Dark/light theme.
Position. Lower right corner (default), lower left corner. Edge offsets — in pixels.
Trigger button. You can use the standard round button or create a custom HTML trigger via the widget's JavaScript API:
BX24.openMessenger(); // open chat on click of any element
Welcome message. The text the visitor sees when opening the chat before sending the first message. For example: "Hi! How can I help you?" — in the name of a specific operator with an avatar.
Operator name and avatar. You can display a real employee (select from the list) or create a "virtual" operator named "Support" with a corporate avatar.
Pre-form
Before starting the chat, a form can be shown to collect visitor data. Configured in the "Form" section within the chat settings.
Available fields: name, phone, email, custom question. Each field — required or not.
Data from the form is passed to the CRM lead when created. If only the form without required fields is enabled — the visitor can skip it and write directly.
When to enable the form: when no operators are online — the form collects contacts for a callback. For consulting businesses where knowing the client's name in advance is important.
When to disable the form: for high conversion to first reply — any form increases friction. Online stores usually do without it.
Widget Display Rules
The widget does not have to appear the same way on all pages. In chat settings → "Rules" section:
- Display delay — show the button N seconds after page load.
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URL-based display conditions — show only on
/catalog/*pages or hide on/admin/*. - Mobile devices — enable/disable on mobile separately.
- Scroll behavior — show the widget when the user has scrolled 50% of the page.
Rules are set via CSS/URL patterns in the settings interface.
Widget Operating Modes
Online mode. Operators are available — the widget shows the chat, messages are handled in real time.
Offline mode. No operators available — the widget switches to "Leave a message" mode. The visitor enters their contacts and text → a lead is created in CRM → the operator will reply later.
Switching is automatic — depends on the status of the open channel's operators and the configured work schedule.
Frequently Asked Questions About Configuration
Remove the Bitrix24 logo from the widget. Removed in widget settings — the "Hide logo" option. Available on paid plans.
Change the button text. The standard button has no text — only an icon. For a custom button with text, a custom HTML element is needed with a call to BX24.openMessenger().
Multiple chats on different pages. Create multiple chats in the Contact Center with different settings and connect each to its own open channel. Each page has its own embed code.
Widget flickers or appears twice. The code has been inserted twice — check the site template and make sure the script is only loaded once.