Configuring Bitrix24 Multichannel Support
Customers reach out through whichever channel is most convenient for them: some via WhatsApp, some via Telegram, some by phone, some by submitting a request on the website. The problem arises when each channel is handled separately: different staff, different tools, different conversation histories. The same customer ends up as a "different person" in each channel.
Multichannel support in Bitrix24 solves this through Open Channels — a single collection point for all inquiries with a shared interface for operators.
Connecting Channels
Each channel is connected via Contact Center → [select channel]. Technically this involves OAuth authorization (for social networks and messengers) or a webhook (for custom channels).
Practical notes on connecting specific channels:
WhatsApp. Only available through the official Business API (Meta), which requires business verification and a paid number. Alternatively, unofficial providers (Wazzup, Umnico) are cheaper and faster, but carry a risk of number blocking. For any serious business, use the official path only.
Telegram. Connected via Bot API — create a bot through @BotFather, copy the token into the Open Channels settings. Limitation: the bot cannot initiate conversations; it can only respond to incoming messages.
VKontakte/Instagram. Standard OAuth integration. Instagram requires linking through Facebook Business Manager.
Website live chat. The Bitrix24 widget is added with a single line of code, but customization options are limited. For a non-standard design, use a custom widget via the Open Channel REST API.
Unified Queue and Routing
After connecting the channels, configuring smart routing is critical — otherwise operators will be overwhelmed by simultaneous inquiries from multiple channels at once.
Queue configuration principles:
- Divide operators by specialization (sales, support, technical issues)
- Set channel priorities: a phone call takes priority over a messenger chat
- Limit the maximum number of concurrent chats per operator (typically 3–5)
Open Channels → [channel] → Operators → Max chats: 3
For VIP clients, configure personal routing: when an incoming inquiry arrives, the system checks whether the client has an assigned manager in CRM and routes the inquiry to that person.
Unified Customer History
The key value of omnichannel support is that an operator can see all previous inquiries from a customer regardless of the channel. In Bitrix24 this works through linking to the CRM card.
Automatic customer identification: on a new inquiry, the system searches for a match by phone number (for calls) or by messenger ID. If found, it attaches the inquiry to the existing contact/lead card.
The challenge: one person may use different channels with different identifiers. A Telegram ID and a phone number do not match automatically. The solution is to request a phone number on first contact and manually (or via a bot) link the messenger account to the CRM card.
Bots for Initial Handling
Configure a chatbot for initial inquiry qualification before handing off to an operator:
- Greeting and inquiry topic selection
- Collecting contact details (name, phone number)
- Answering common questions (business hours, address, order status)
- Transferring to an operator with saved context
A bot reduces operator workload by 30–40% for routine inquiries. Configuration via Contact Center → Chatbots or via the REST API for custom logic.
Multichannel Analytics
The channel report shows which channels generate the most inquiries, where response time is worst, and where the resolution rate is lowest. The data helps redistribute operators and identify problematic channels. Contact Center → Statistics → by channel — the basic report is available without any customization.