Connecting WhatsApp to Bitrix24 Open Channels
WhatsApp is the most popular messenger, but also the most difficult to connect to corporate systems. Unlike Telegram, WhatsApp has no free Bot API: official access requires Meta business verification and working through a provider. Alternatively, unofficial solutions are used — with corresponding risks.
Ways to Connect WhatsApp to Bitrix24
Bitrix24 has no native WhatsApp integration — only through partner applications from the marketplace. Main options:
1. Wazzup — an official app in the Bitrix24 marketplace. Supports WhatsApp Business API (official) and WhatsApp Web (via QR code, unofficial). Notifications, chat history, CRM binding.
2. Edna.io / Chat2Desk — omnichannel platforms with official WhatsApp Business API support and Bitrix24 integration.
3. Green API — a provider operating via WhatsApp Web (unofficial path). Quick setup, but the number requires periodic re-authorization.
4. Direct WhatsApp Business API — through a BSP provider (360dialog, Twilio). Official, but requires Meta Business Manager verification and takes 5–14 days.
Connecting via Wazzup: Step-by-Step
Wazzup is the most common option for the market, available in the Bitrix24 marketplace.
Step 1. Install the Wazzup app from the Bitrix24 marketplace (CRM → Apps → Marketplace → search "Wazzup").
Step 2. Register in Wazzup, choose a plan.
Step 3. Connect a WhatsApp number:
- Official WhatsApp Business API: enter the number → complete verification in Meta Business Manager → wait for approval.
- WhatsApp Web: scan the QR code in the Wazzup app from the phone where WhatsApp is installed.
Step 4. In Wazzup → Integrations → Bitrix24 → enter the portal address and authorize.
Step 5. Configure mapping: incoming WhatsApp messages → Bitrix24 open channel (select the desired channel).
Step 6. Configure CRM entity creation: create a lead or deal on each new message, specify the source.
Official vs. Unofficial WhatsApp
| Parameter | WhatsApp Business API (official) | WhatsApp Web (unofficial) |
|---|---|---|
| Block risk | None | Present (especially with bulk broadcasts) |
| Setup | 5–14 days + Meta verification | 15–30 minutes |
| Outgoing messages | Only via Templates | Any, while session is active |
| Re-authorization | Not required | Periodically (every few weeks) |
| Cost | Higher (BSP fee + per-message fee) | Lower |
For serious business with high volume — the official path. For small business with moderate traffic — the unofficial path is acceptable, but the risks must be understood.
Common Issues
Messages arrive with a delay. When using WhatsApp Web, the provider's intermediate server may delay forwarding. Check the ping from the provider to Bitrix24. If the delay is systematic — contact provider support.
A client wrote, but no lead was created. Check: whether CRM integration is enabled in the open channel settings. Make sure Wazzup is connected to the channel where lead creation is enabled.
The operator replies, but the client doesn't receive the message. With the official API: a reply to an incoming message must be sent within 24 hours (the "session window"). If 24 hours have passed — a Template Message is required. Wazzup displays a session timer — operators should follow it.
The number is blocked by WhatsApp. Typical for the unofficial path with mass broadcasts or user complaints. Solution: switch to the official API and a dedicated number.