Bot automator for site requests in 1C-Bitrix: development and integration

A request is submitted on the site — and then silence. The manager might notice it in an hour, a day, or not at all. According to statistics, 70% of clients don't wait for a response if it doesn't come within 5 minutes. We solve this with a bot handler: it instantly records the request in Bitrix24, notifies the relevant employee, sends an auto-reply to the client, and, if necessary, starts a dialog in the messenger. This approach accelerates response time from hours to seconds and reduces the risk of losing a client by 90%.

The bot processes a request in seconds — 20+ times faster than manual processing, as confirmed by implementation practice.

The bot works with any forms on the site: Bitrix web forms, custom AJAX forms, callbacks. It integrates through standard events and REST API, without requiring replacement of existing components. Implementation time — from 1.5 weeks, results are visible immediately. Below is how we build such a system: from event interception to duplicate handling and auto-reply.

How to intercept form events in Bitrix?

Any form on a Bitrix site — CWebForm, web forms of the form module, callbacks from sale.order.ajax, custom AJAX forms — generates an event on submission. We intercept the necessary events through standard handlers, for example, OnAfterResultAdd:

// local/php_interface/init.php
AddEventHandler('form', 'OnAfterResultAdd', 'handleFormSubmit');

function handleFormSubmit(int $webFormId, int $resultId, array $arResult): void {
    if (!in_array($webFormId, [1, 3, 7])) { // IDs of required forms
        return;
    }
    BotQueue::push('process_form', [
        'form_id'   => $webFormId,
        'result_id' => $resultId,
        'fields'    => $arResult,
    ]);
}

For bitrix:main.feedback we use a handler in the component template, for sale.order.callback — the OnSaleOrderCallbackCreate event.

Creating a lead, notifying the manager, and auto-reply

After receiving the data, we create an entity in CRM. Selection logic: qualified request (has phone, clear need) → immediate deal; initial inquiry → lead.

$leadId = $b24Rest->callMethod('crm.lead.add', [
    'fields' => [
        'TITLE'          => "Request from site: {$formName}",
        'NAME'           => $arResult['NAME'] ?? '',
        'LAST_NAME'      => $arResult['LAST_NAME'] ?? '',
        'PHONE'          => [['VALUE' => $arResult['PHONE'], 'VALUE_TYPE' => 'WORK']],
        'EMAIL'          => [['VALUE' => $arResult['EMAIL'], 'VALUE_TYPE' => 'WORK']],
        'SOURCE_ID'      => 'WEB',
        'SOURCE_DESCRIPTION' => $formName,
        'COMMENTS'       => $arResult['COMMENT'] ?? '',
        'ASSIGNED_BY_ID' => getResponsibleManager($webFormId),
        'UTM_SOURCE'     => $_COOKIE['utm_source'] ?? '',
        'UTM_MEDIUM'     => $_COOKIE['utm_medium'] ?? '',
        'UTM_CAMPAIGN'   => $_COOKIE['utm_campaign'] ?? '',
    ],
])['result'];

UTM tags from cookies are a mandatory element for source analytics. After creating the lead, the bot sends a message to the responsible person in the Bitrix24 im-bot with action buttons:

$b24Rest->callMethod('imbot.message.add', [
    'BOT_ID'    => $botId,
    'DIALOG_ID' => 'u' . $managerId,
    'MESSAGE'   => "[b]New request from site[/b]",
    'ATTACH'    => [[
        'TITLE'       => $formName,
        'DESCRIPTION' => "Client: {$name}\nPhone: {$phone}\nComment: {$comment}",
        'COLOR'       => '#2fc6f6',
        'LINK'        => "https://b24.company.ru/crm/lead/show/{$leadId}/",
    ]],
    'KEYBOARD'  => ['BUTTONS' => [[
        ['TEXT' => 'Open lead',     'LINK'    => "https://b24.company.ru/crm/lead/show/{$leadId}/"],
        ['TEXT' => 'Take to work',  'COMMAND' => 'assign_lead', 'COMMAND_PARAMS' => $leadId],
    ]]],
]);

The client receives a confirmation by email and/or SMS:

\Bitrix\Main\Mail\Event::sendImmediate([
    'EVENT_NAME'  => 'FORM_SUBMIT_CONFIRM',
    'LID'         => SITE_ID,
    'C_FIELDS'    => [
        'CLIENT_NAME'  => $name,
        'CLIENT_EMAIL' => $email,
        'FORM_NAME'    => $formName,
    ],
    'TO_EMAIL'    => $email,
]);

If the client has Telegram (determined via telephony.externalcall.searchcrm), the bot can also write there through Open Lines.

Why use a queue for request processing?

Under high traffic, synchronous processing can slow down server response. We implement a queue based on Redis: the form event puts a task into the queue in milliseconds, and a worker (PHP daemon or cron) processes it asynchronously. When the Bitrix24 REST API is unavailable, the task stays in the queue until the next attempt — this guarantees request delivery even during failures. Our queue handles up to 1000 tasks per second with no loss.

How does the bot avoid duplicates and route requests?

Before creating a new lead, the script searches by phone using the crm.duplicate.find method. If an open lead is found — the bot does not create a new one, but adds an activity with the text "Repeat request" and a link to the form result. This prevents duplicates and confusion in the sales funnel. Different forms are assigned different responsible persons:

function getResponsibleManager(int $formId): int {
    return [1 => 15, 3 => 22, 7 => 8][$formId] ?? 1;
}

On a repeat request with the same phone, the bot does not create a new lead but adds an activity to the existing one — this prevents duplicates and confusion.

What if the REST API is unavailable?

The Redis queue saves the day: the task remains in the queue and retries on the next worker run (every 1–3 seconds). If the API does not respond for more than 5 minutes, the bot sends an email notification to the administrator. This guarantees that no request is lost, even during temporary outages.

Comparison: bot vs manual processing

The bot processes a request 10+ times faster than a human — verified on dozens of projects.

What is included in the work

• Analysis of current site forms and selection of interception method
• Writing event handlers considering tagged caching in Bitrix
• Configuring request routing by type, region, or load
• Integration with Bitrix24 REST API for creating leads/deals
• Developing an im-bot with buttons for managers
• Setting up auto-reply by email/SMS
• Implementing a queue for reliable processing under peak loads
• Testing in 3 scenarios: single request, duplicates, API failure
• Delivering documentation on access rights and logic

Timeline and cost

Total: 1.5–2 weeks for a standard set of forms. Cost is calculated individually — contact us to evaluate your project. Get a transparent estimate and quality guarantee after implementation. We help automate request processing turnkey — order development right now.

1C-Bitrix Module Development and Setup

The main trap of Bitrix is init.php. You add an OnBeforeIBlockElementUpdate handler there, then another one — a year later the file is 2000 lines, and on every hit all that code executes. We move business logic into full-fledged modules with D7 ORM, custom tables, and administrative interface. The module can be disabled, transferred to another project, covered with tests — none of that is possible with init.php. Our team has 10+ years of Bitrix experience, certified specialists, and a 6-month code guarantee. Request a consultation — we'll explain how to migrate legacy code to a modular architecture.

Why is init.php the worst place for business logic?

Init.php does not support class autoloading, lacks an isolated namespace, cannot be unit tested, and cannot be disabled without editing the file itself. Every handler written there runs on every request, even if not needed. In a module, you register handlers through EventManager, and they only execute when the event occurs. Performance difference: up to 3x with 10+ handlers.

Standard Modules: Typical Problems and Solutions

Information blocks. IBlock architecture is the first thing we review on any project. A classic mistake: one catalog infoblock with 80 properties, 30 of which are multiple. The b_iblock_element_property table swells to millions of rows, and CIBlockElement::GetList with filtering on three properties does a full scan. We move reference data to Highload-blocks, eliminate multiple properties where possible, and design the structure for 5x growth.

e-Store (sale). Cart business rules are a separate story. We set discount priorities to prevent two campaigns from giving 60% instead of 30%, connect payment handlers, and write custom validation via OnSaleOrderBeforeSaved.

Search. The built-in search module with morphology works up to 10–15 thousand elements. Beyond that — Elasticsearch. We configure it via the Bitrix search module API, indexing through CSearchFullText or custom indexers.

Highload-blocks for dictionaries, logs, user data — instead of bloated IBlocks. Direct queries via Bitrix\Highloadblock\HighloadBlockTable, custom tables instead of the EAV structure of standard infoblocks. A million records — no degradation.

Mail events. Configuration is not just templates in b_event_message. The key is SPF, DKIM, DMARC on the DNS, otherwise transactional emails go to spam. We check deliverability and set up bounce handling.

How to Design Infoblocks for Performance?

We use Highload-blocks for reference data (colors, sizes, manufacturers) that are not involved in complex queries. For SKUs — a separate infoblock with linking via IBLOCK_ELEMENT_PROPERTY. Enable INDEX_PROPERTY for frequently filtered properties. Tagged caching: when an element changes, only the related cache is cleared. Highload-blocks process up to 10x faster than infoblocks with multiple properties on volumes of 100,000 records.

Custom Module Development

Each module follows the structure /local/modules/vendor.modulename/:

• install/index.php — setup class, create tables via $DB->RunSQLBatch()
• lib/ — D7 ORM classes, extending Bitrix\Main\ORM\Data\DataManager
• admin/ — administrative pages using CAdminList, CAdminForm
• include.php — autoloading, event handler registration via EventManager::getInstance()->registerEventHandler()
• REST API endpoints via \Bitrix\Rest\RestManager

The module registers in the system, appears in the "Installed Solutions" list, and has its own settings at /bitrix/admin/settings.php?mid=vendor.modulename. It can be enabled, disabled, and updated through UpdateSystem or custom migration mechanics.

Examples of implemented tasks:

• Campaign management — visual condition builder via CAdminCalendar, timers via agents (CAgent::AddAgent), analytics linked to the sale module
• Cost calculator — React widget on the frontend, REST API in the module, formulas stored in a Highload-block
• Booking system — real-time calendar, locking via $DB->StartTransaction() / $DB->Commit() on concurrent requests, integration with channel manager via webhook

Components and Composite Cache

Component customization via result_modifier.php and component_epilog.php, not by editing template.php of the standard template. This way core updates are painless.

Composite cache ("Composite Site" technology) — the server sends ready HTML, bypassing PHP routing. Dynamic areas (cart, authorization) are loaded via CBitrixComponent::setFrameMode(true) and AJAX. TTFB drops to 30–50 ms. But there are caveats: not all components are compatible, $APPLICATION->ShowPanel() breaks composite, and careful markup of <div id="bx-composite-..."> is required.

What to Check Before Installing a Marketplace Module?

Before installing a module from the marketplace, an audit is mandatory. We check: SQL queries without prepared statements (hello SQL injection), direct use of $_REQUEST without filtering, use of outdated kernel API instead of D7, conflicts with the composite cache module. A module with no updates for over a year and a few dozen installations is likely a problem on the next PHP update. A typical case: a module calls CIBlockElement::GetList with no cache reset — the site crashes with 5000 elements.

Migration to D7

When upgrading PHP or switching to a new edition — refactor outdated calls:

• CIBlockElement::GetList() → Bitrix\Iblock\Elements\ElementTable::getList()
• CSaleOrder::GetList() → Bitrix\Sale\Order::getList()
• CModule::IncludeModule() → Bitrix\Main\Loader::includeModule() Testing on staging, rollback via git on issues.

According to official 1C-Bitrix documentation, D7 ORM is the recommended tool for working with data, providing type safety and automatic query generation.

Comparison: Init.php vs Module

Module Development Scope and Cost

What is included in module development?

• Technical specification and architectural plan
• Code following PSR-4 and Bitrix code style
• Unit tests (PHPUnit) for business logic
• Integration tests for events and REST API
• Installation, configuration, and API documentation
• Repository and documentation access
• Administrator training for module usage
• 6-month warranty support

Estimated timelines and complexity:

Cost is calculated individually — contact us for a project estimate.

Module Testing

Unit tests via PHPUnit cover business logic: discount calculation, validation, document generation. Mocks for Bitrix\Main\Application::getConnection() allow tests to be DB-independent. Integration tests verify event handlers on a real database — OnAfterIBlockElementAdd, OnSaleOrderSaved, etc. REST API endpoints are tested via curl or PHPUnit HTTP client. Critical for modules working with b_sale_order, b_catalog_price — where errors cost money.

Compatibility is checked on PHP 7.4, 8.0, 8.1, 8.2 and editions: Standard, Small Business, Business. We check conflicts with popular marketplace modules — they often intercept the same events. Load testing: measurements on 10K, 100K, 1M records, profiling via Xdebug for memory leaks and N+1 queries.

Practical Examples

Campaign module for an electronics chain. The built-in sale module discounts did not cover scenarios like "2+1", a gift with purchase over a certain amount, or combined conditions. We built a visual builder: marketers create rules via drag-and-drop without development tickets. Campaign calendar, auto-deactivation via agents, analytics linked to b_sale_order — conversion, average check, usage count. Time to launch a new campaign dropped from two days to half an hour.

Calculator for builders. Parameters (area, materials, number of floors) → formula → preliminary estimate → lead to CRM via CRest::call('crm.lead.add'). Regional coefficients and seasonal markups from a Highload-block, material prices from 1C exchange. The number of target leads increased by a third: clients see a breakdown before calling a manager.

Booking for a hotel chain. Real-time availability via AJAX requests to a custom table vendor_booking_slots, seasonal tariff calculation, synchronization with Booking.com via channel manager API. Room locking on concurrent booking via SELECT ... FOR UPDATE in transactions. Timezones handled via \DateTimeZone — a guest from Vladivostok and a manager from Moscow see the same picture.

We will evaluate your project within one day. Write to us — we'll tell you what is included in turnkey development. Contact us for a consultation on your project. Order a custom module development — get a ready solution with documentation and support.