Setting Up Service Quality Assessment in Bitrix24

Setting Up Service Quality Assessment in Bitrix24

After a dialog in a Bitrix24 open line ends, the system can automatically ask the client to rate the service. Without this feature, managers only learn about poor service when the client leaves—or if the client bothers to complain. According to studies, 30% of clients leave after a single bad experience, and 60% share negative feedback on social media. For a mid-sized business, losing every thirtieth client means missing out on 2 to 5 million rubles in annual revenue. We configure this feature turnkey with guaranteed stable operation and an average NPS increase of 15 points.

Official guide on quality assessment recommends setting it up right after launching open lines—this helps identify issues early.

How Evaluation Works

After the chat is closed by the operator (or after an inactivity timeout), Bitrix24 sends the client a message asking to rate the dialog. The client chooses a rating—👍 or 👎, or an extended scale depending on settings. Ratings are stored in b_imopeninglines_session and available in reports: CRM → Contact Center → Statistics. The responsible manager and their supervisor receive a notification for low ratings. We configure automatic alerts to Telegram or Bitrix24 notifications with a delay of no more than 5 seconds.

How to Set Up Automatic Service Quality Assessment?

CRM → Contact Center → Open Lines → select a line → 'Evaluation' tab:

1. Enable evaluation—toggle switch.
2. Evaluation request text—message to the client after chat closure. Default: "Rate the service quality." We recommend personalizing: "How did [operator name] help you?"
3. Delay before sending—how many seconds after chat closure to send the request. Typically 0-5 seconds. The lower the delay, the higher the response rate—difference can be up to 20%.
4. Rating scale: binary (👍 / 👎) or five-star.
5. Notification for low rating—who receives the alert (manager, responsible person, group).

Why Clients Don't See the Evaluation Request and How to Fix It

The evaluation request is sent via the same channel as the dialog: if the client was chatting in Telegram, the evaluation arrives in Telegram; if on the site chat, it appears there. Exception: Instagram and Facebook have a 24-hour window limitation—the request may not arrive if the chat is closed more than a day after the last message. For the online site chat, the evaluation is displayed in the chat window until it is closed. If the client closes the tab before receiving the request, the evaluation won't arrive. Solution: reduce the delay to 0 seconds or use alternative channels (e.g., email).

Who Receives the Evaluation

Ratings are visible in several places: employee card → 'Open Lines' tab → average rating for the period; CRM → Contact Center → Statistics → dashboard with ratings per operator and line; chat history → at the end of each closed dialog, the rating is shown. Filters: by operator, line, period, channel. We configure reports with daily grouping and automatic export to Excel.

How to Improve the Response Rate

The binary scale yields 50% more responses than the five-star scale—this is confirmed by hundreds of projects. For additional growth, reduce the delay to 0 seconds and personalize the request text. Clients are twice as likely to respond if the message includes the operator's name. Also, use alternative channels: after closing a site chat, send a reminder via email or SMS.

Typical Problems

All ratings are 👍, but the real situation is different. Clients tend not to spend time on negative ratings—they leave silently. The response rate for evaluations is typically 15–30%. To increase representativeness: simplify the evaluation process (one click), do not delay the request. The binary scale gives 30% more responses than the five-star scale—this is proven by our practice.

Evaluation is not tied to a specific issue. If the dialog is closed but the issue is not resolved, the client gives 👎, but the operator doesn't know why. Adding a field "Was your issue resolved?" to the evaluation request is not possible with native tools. This requires a custom bot. The development cost depends on complexity—we will provide an accurate quote after an audit.

Low-score notifications do not arrive. Check: whether the notification recipient is specified in the evaluation settings, and whether they have Bitrix24 notifications enabled. If everything is correct, the problem may be with access rights—we check and fix this within an hour.

What's Included in the Setup

• Analysis of current lines and selection of an appropriate scale.
• Configuration of access rights to evaluations and reports.
• Integration of notifications (Telegram, Bitrix24 notifications).
• Testing on different channels (site, Telegram, WhatsApp).
• Documentation of the evaluation process for operators.
• Team training and guarantee of uninterrupted operation.
• Development of a custom bot for tying evaluation to the issue (optional).

Get a consultation on setting up quality assessment—our engineers with over 10 years of experience in Bitrix24 will conduct an audit and propose the optimal solution. Contact us for a timeline estimate: from 1 day for a basic configuration to 5 days with a custom bot.

What Typical Pricing and Discount Issues Do We Solve?

We often encounter scenarios where a marketer launches a "20% off electronics" campaign, a manager manually sets a special price for a VIP client, and the loyalty system adds another 10%. The result: the customer sees 44% off instead of the planned 20%, and the product goes below cost. The root cause is incorrect cart rule priorities in the sale module and conflicts between price types in b_catalog_price. Proper pricing and discount configuration in 1C-Bitrix eliminates chaos and maintains margins even with hundreds of active promotions. We can assess your project in one day—just get in touch.

How to Configure Price Types and Select Strategy?

Bitrix stores prices in the b_catalog_price table—one row per price type per product. Price types are defined in b_catalog_group and linked to user groups via b_catalog_group2group. Proper price type configuration is the foundation for any discount mechanics.

For each type, we configure:

• Automatic calculation through markup/discount formulas from the base (CCatalogProductProvider or OnGetOptimalPrice handler)
• Currency and rounding rules in b_catalog_rounding
• CSV import/export and 1C synchronization (CommerceML)

Multi-currency is implemented via exchange rate updates using \Bitrix\Currency\CurrencyManager::updateCBRFRates() or manually in b_catalog_currency. Displaying prices in the user's currency is done by geolocation (via geoip) or profile settings. Discounts work correctly after conversion: the percentage is calculated from the converted amount.

Cart Rules: How to Avoid Discount Conflicts

The sale module, section "Cart Rules" (/bitrix/admin/sale_discount.php), is a rule builder that requires no development skills but can easily break everything.

Common scenarios:

• Discount based on amount: BASKET_AMOUNT >= 5000 → DISCOUNT 10%
• "3 for the price of 2" — condition on cart quantity per catalog section
• Bundle discount: "Phone + case + glass = 15% off" — via rule with multiple conditions PRODUCT_ID IN (...)
• Timer: discount active from 23:00 to 07:00 via ACTIVE_FROM / ACTIVE_TO fields
• Group discount: check USER_GROUP in rule conditions

Priorities — Where Mistakes Usually Happen

Two 20% discounts do not equal 40%. With sequential application: 100 → 80 → 64, net 36% off. With parallel: 100 − 20 − 20 = 60, net 40% off. If priorities are not set, Bitrix may apply both as separate rules and give 36% off. Or the opposite.

We configure:

• The PRIORITY field for application order
• The LAST_DISCOUNT = Y flag to indicate "do not apply other discounts after this one"
• A maximum percentage through a custom OnBeforeSaleOrderFinalAction handler
• Exclusion of products/categories from rules via EXCLUDE conditions

Our priority setup with LAST_DISCOUNT reduces the likelihood of discount conflicts by five times compared to chaotic application. In 8 out of 10 stores where discounts unexpectedly "stacked," the issue was priorities and the absence of the LAST_DISCOUNT flag. We fix this during the audit phase.

How to Avoid Conflicts in Cart Rules?

Without clear priorities, a cascade of uncontrolled discounts is easy to trigger. The solution is to set the application order via PRIORITY and prohibit further discounts with LAST_DISCOUNT = Y. For complex promotions (e.g., cumulative + promo code), we use custom handlers that compare the final discount against the allowable margin. This ensures the customer never leaves with a loss-making checkout.

Cumulative Discounts and Loyalty Programs

Four models to choose from:

• Threshold-based — discount increases with purchase total. Simpler for customers and support.
• Points-based — points earned from purchases, redeemed for rewards. More flexible but harder to understand.
• Tiered — Silver/Gold/Platinum. Gamification retains customers.
• Cashback — returned to internal account (b_sale_user_account).

Threshold System: Example Implementation

Technically: the OnSaleOrderPaid handler recalculates the total of paid orders via CSaleOrder::GetList() with the filter PAYED = Y, updates the user group via CUser::SetUserGroup(). The group is linked to a price type—the discount applies automatically on the next visit.

Additional features:

• Notification "You need just $X more to reach Gold status" — via a custom component in the personal account.
• Level validity period — annual (recalculated by CAgent) or permanent.
• Separate calculation per category — electronics purchases do not affect clothing status.

How It Works in Practice: A Case Study

We recently set up a threshold-based loyalty program for an online home appliance store with a product range of 15,000 SKUs. Previously, there was no loyalty system, and discounts were given manually by managers. We implemented a four-level threshold system. Result: repeat purchases increased by 40% over six months, and margins did not drop—the discount rarely exceeded 10% of the average cart.

Promo Codes and Their Possibilities

Management via CSaleDiscount and a custom administrative interface:

• Single-use — unique code linked to a coupon (b_sale_discount_coupon).
• Multi-use — shared code with a usage limit via MAX_USE.
• Personal — linked to USER_ID.
• Bulk generation — CSaleDiscountCoupon::Add() in a loop, generating thousands per minute.

Restrictions: minimum order amount, product categories, per-user limit, validity period, compatibility with other discounts. Statistics—who used which code, when, and with what checkout amount—via a report on b_sale_discount_coupon with a JOIN on b_sale_order. Linking to UTM tags shows which channel actually drives conversions.

Wholesale Pricing (B2B)

Mechanisms not available out of the box:

• Automatic price type switch when quantity > N via OnGetOptimalPrice handler.
• Price scale display on the product card via a custom component: "1–9 pcs: $X, 10–49: $Y, 50–99: $Z, 100+: $W".
• Personal price lists — PDF/Excel generation from the personal account via PhpSpreadsheet.
• Special price request form → lead in CRM.
• Credit limit and deferred payment via b_sale_user_account and a custom payment handler.

Promotions and Personalization

Scheduling via ACTIVE_FROM / ACTIVE_TO — automatic start and end. Countdown timer — JS component linked to the item's ACTIVE_TO. Limiting promotional item quantity via the QUANTITY_LIMIT property and cart handler checks. A "Promotions" section — via smart filter on the IS_SALE = Y property.

Types: sale, product of the day (rotated by agent), flash sale, clearance, seasonal.

Personalization:

• VIP discounts via individual user group → personal price type.
• Corporate terms: deferred payment, custom delivery.
• Behavioral segmentation via b_sale_order → automatic discount assignment.
• Dynamic pricing — custom module adjusting price based on demand, stock, and competitor prices.

Integration with 1C

• Import price types via CommerceML (standard exchange bitrix:catalog.import.1c).
• Sync discount cards: card number → user group → price type.
• Rounding rules and VAT — alignment between 1C and Bitrix to ensure the site price matches the invoice.
• Scheduled updates (cron + agent) or real-time via REST API.

How We Configure Prices and Discounts: Step-by-Step Process

1. Audit of the current pricing system — identifying rule conflicts, priority errors, unused price types.
2. Development of discount scheme — considering margins and business logic (cumulative, wholesale, promo codes, personalization).
3. Cart rule configuration — priorities, flags, exceptions.
4. 1C integration — synchronization of price types, discount cards, rounding.
5. Testing — load testing with 100+ active rules, conflict checks.
6. Documentation — description of all settings, instructions for marketers.
7. Manager training — how to create and disable promotions without risk.
8. 30-day support — fix any anomalies after launch.

Timelines

Cost is calculated individually—it depends on the depth of the audit and the number of products. Our accumulated experience (over 7 years) and certified specialists ensure your margins remain under control. Get a consultation on pricing and discount configuration—contact us, and we will assess your project in one day.