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Integrating Wati with Bitrix24

Updated over a week ago

Summary

The WATI Bitrix24 integration allows businesses to communicate seamlessly with customers via WhatsApp directly within the Bitrix24 CRM platform. With this integration, you can:

  • Send WhatsApp campaigns using META-approved templates.

  • Respond to customer inquiries within Bitrix24.

  • Assign messages to available agents.

  • Automatically create leads or contacts.

This guide explains the step-by-step process to integrate WATI with Bitrix24.

Instructions

InfoWarningTip

Access Requirements

  • You must have an active WATI Pro or Business Plan subscription.

  • The integration is available exclusively for Pro+ plan customers.

Why Integrate Bitrix24?

Key Benefits

  • Seamless WhatsApp Messaging: Communicate directly with customers within Bitrix24.

  • Automated Lead & Contact Creation: Automatically create and update contacts based on incoming messages.

  • Centralized Communication: All WhatsApp interactions are stored within Bitrix24 CRM.

  • Improved Workflow Efficiency: Assign and manage conversations using Bitrix24 Open Channels.

Key Features of Bitrix24 Integration

  1. Send WhatsApp Template Messages

    • Use WATI to send WhatsApp-approved template messages from Bitrix24.

    • Messages can be initiated from workflows or marketing campaigns.

  2. Two-Way Messaging

    • Receive and reply to service messages directly from Bitrix24 Open Channels.

  3. CRM Integration

    • Inbound messages are automatically linked to the relevant lead/contact in Bitrix24 CRM.

  4. Open Channel Integration

    • Store all customer conversations and assign them to multiple agents in a queue.

  5. Automatic Contact Creation

    • Incoming messages trigger automatic lead/contact/deal creation.

    • Avoid duplicate entries by linking messages to existing contacts.

How to Integrate WATI with Bitrix24

Step 1: Get API Credentials from WATI

  • Log in to your WATI account.

  • Navigate to More → API Docs.

  • Copy the Access Token and API Endpoint URL.

Step 2: Create an Inbound Webhook in Bitrix24

  1. In Bitrix24, go to Application Menu → Developer Resources → Others → Inbound Webhook → Create.

  2. Assign permissions for:

    • CRM

    • Messaging Service

    • Chat and Notifications

  3. Copy the Webhook URL from the field labeled "Webhook to call REST API".

This webhook will enable seamless communication between WATI and Bitrix24.

Step 3: Configure WATI in Bitrix24 Marketplace

  1. Install the WATI App:

    First, install the WATI app from the Bitrix24 Marketplace. Once installed, navigate to the app settings.

  2. Enter API and Webhook Details:

    Paste the following details into their respective fields:

    • WATI API Endpoint (copied from Step 1)

    • Access Token (copied from Step 1)

    • Bitrix Inbound Webhook URL (copied from Step 2)

    Save your settings once done.

Set Up Open Channel Configuration

For open channel configuration, you’ll need to create a new application in Bitrix24 Developer Resources. Here’s how:

  1. Log in to Bitrix24 as an Administrator

    • Go to your Bitrix24 application and log in as an Administrator.

    • From the left-side menu, select Developer Resources.

  1. Navigate to Common Use Cases

  • Under the Common Use Cases tab, scroll to the bottom of the page.

  • Click on the Other option.

  1. Set Up Local Application Configuration

  • Choose the Local Application option.

  • On the application configuration page, enter the following details:

    • Handler Path: https://apps.izaap.in/apps/wat/index2.php

    • Initial Installation Path: https://apps.izaap.in/apps/wat/install_open_channel.php

    • Menu Item Text (English - en): Wat Open Channel Application Configuration

  • Assign the following permissions:

    • External messenger connectors (imconnector)

    • Open Channels (imopenlines)

  • Click Save at the bottom of the page.

  1. Copy Client ID and Secret Key

  • Once the configuration is saved, copy the Application Client ID and Secret Key.

  • Click Reinstall on the same page to install the application. Ensure you see a success message.

  1. Paste Client ID and Secret Key in WATI Marketplace

  • Go back to the WATI Marketplace app index page.

  • Paste the copied Client ID and Secret Key into their respective fields.

Access and Configure the Contact Center

  1. Go to the Contact Center Page

    • Navigate to the Contact Center page: https://<your-domain>/services/contact_center/.

    • Select the Wati Open Channel connection.

  1. Connect and Configure the Wati Open Channel

  • From the open channel dropdown, choose Wati Open Channel and click Connect.

  • Once connected, you can use this open channel to:

    • Receive messages from customers via WATI.

    • Respond to messages directly in the open channel.

  • Use the Configure option in the open channel to adjust settings as needed.

  • On the configuration page, select Wati as the CRM source from the source dropdown list.

InfoWarningTip

Key Notes

  • Replace <your-domain>: Make sure to replace <your-domain> with your actual Bitrix24 domain.

  • Test the Integration: After setup, test the integration to ensure messages are flowing correctly between WATI and Bitrix24.

Step 4: Synchronize WATI Templates with Bitrix24

  1. Open the WATI app in Bitrix24 Marketplace.

  2. Click Sync Templates to update WATI templates in Bitrix24.

Step 5: Send Template Messages via Workflow

  1. In Bitrix24 CRM, go to Workflows → Application Activities → [Wati API] Send Template Message.

  2. Enter:

    • Customer’s phone number.

    • WATI template name.

    • Template parameter key and value.

  3. Click Send.

After sending the message, the response will be available in the additional results section of the workflow.

InfoWarningTip

Important Note About WATI Templates:

  • In WATI templates, parameter variables are enclosed in curly braces {}. When setting up your workflow:

    • Enter the template parameter variables in the Template Parameter Key field.

    • Specify their corresponding values in the same order as they appear in the WATI template.

  • If you leave the Template Parameter Key and Value fields empty, the system will automatically use the keys and values defined in the WATI template.

  • The workflow response will include details like the message status, recipient’s phone number, and WATI template information.

Step 6: Send WhatsApp Campaigns

Sending bulk WhatsApp campaigns to your customers is easy with Bitrix24 CRM. Follow these simple steps to set up and launch your campaign:

  1. Go to the Marketing Menu

    • In Bitrix24 CRM, navigate to the Marketing menu.

    • From the top menu, select Campaign.

  1. Choose the Campaign Type

  • Select SMS Campaign as the campaign type.

  • Pick the WhatsApp template you want to use for your campaign.

  1. Set Up the Campaign

  • Specify the SMS provider type (choose WATI or your preferred provider).

  • Create a target segment for your campaign (e.g., a specific group of customers).

  1. Enter Template Names

  • In the message textbox, enter the template names in this format:[wati_template, wati_template2]

  • You can copy the template names from your WATI account under the Broadcast section and paste them here.

  1. Schedule Your Campaign

  • Save the campaign details.

  • Choose the date and time to send your campaign.

  1. Track Delivery Status

  • After the campaign is sent, you can track the delivery status on the SMS Campaign Listing page.

Step 7: Configure Webhooks in WATI

Webhooks are a powerful way to keep track of incoming customer messages and monitor the status of sent messages in WATI. By setting up webhooks, you can ensure that your system stays updated in real-time. Let’s walk through the steps to configure webhooks in your WATI account.

Step-by-Step Guide to Configure Webhooks

  1. Log in to Your WATI Account:

    Start by logging into your WATI account. If you don’t have an account yet, you’ll need to create one first.

  2. Navigate to Webhook Settings:

    Once logged in, go to the More menu, then select Webhooks, and click on Add Webhook.

  1. Enter the Webhook URL:

You’ll need to enter the following webhook URLs provided below. Make sure to replace YOUR BITRIX24 DOMAIN with your actual Bitrix24 portal URL.

  • Message Received Webhook URL

    NoneBashCSSCC#ElixirErlangGoGraphQLGroovyHaskellHTMLINIJavaJavaScriptJSONJSXKotlinLispLuaMermaid DiagramNixObjective-COCamlPerlPHPPowershellPythonRubyRustScalaSQLSoliditySwiftTOMLTSXTypeScriptVisual BasicYAMLZigCopy

    https://apps.izaap.in/apps/wati/message_received_webhook_handler.php?DOMAIN=YOUR BITRIX24 DOMAIN

  • Template Message Sent/Failed Webhook URL

    NoneBashCSSCC#ElixirErlangGoGraphQLGroovyHaskellHTMLINIJavaJavaScriptJSONJSXKotlinLispLuaMermaid DiagramNixObjective-COCamlPerlPHPPowershellPythonRubyRustScalaSQLSoliditySwiftTOMLTSXTypeScriptVisual BasicYAMLZigCopy

    https://apps.izaap.in/apps/wati/template_message_delivered_webhook_handler.php?DOMAIN=YOUR BITRIX24 DOMAIN

  • Session Message Sent Webhook URL

    NoneBashCSSCC#ElixirErlangGoGraphQLGroovyHaskellHTMLINIJavaJavaScriptJSONJSXKotlinLispLuaMermaid DiagramNixObjective-COCamlPerlPHPPowershellPythonRubyRustScalaSQLSoliditySwiftTOMLTSXTypeScriptVisual BasicYAMLZigCopy

    https://apps.izaap.in/apps/wati/message_delivered_webhook_handler.php?DOMAIN=YOUR BITRIX24 DOMAIN

  1. Select the Event Type:

After entering the webhook URL, choose the appropriate event type from the dropdown menu. This ensures that the webhook triggers for the correct actions (e.g., message received, message sent, etc.).

  1. Enable the Webhook:

Make sure to select the Enabled option from the dropdown menu to activate the webhook.

  1. Save Your Settings:

Once everything is set up, click Save to apply your changes.

InfoWarningTip

#Important Notes

  • Replace Your Bitrix24 Domain: Don’t forget to replace YOUR BITRIX24 DOMAIN in the webhook URLs with your actual Bitrix24 portal URL. This ensures the webhooks are correctly linked to your system.

  • Test Your Webhooks: After setting up, it’s a good idea to test the webhooks to ensure they’re working as expected.

Frequently Asked Questions (FAQs)

General Questions

1. What is the WATI Bitrix24 integration?

→ The WATI Bitrix24 integration allows businesses to send and receive WhatsApp messages directly within Bitrix24 CRM, enabling seamless customer communication.

2. Who can use this integration?

→ This integration is available for WATI Pro+ plan customers.

3. Why should I integrate WATI with Bitrix24?

→ It helps centralize communication, automate lead/contact creation, and improve workflow efficiency by managing conversations within Bitrix24.

Setup & Configuration

4. What are the prerequisites for integrating WATI with Bitrix24?

  • You must have an active WATI Pro or Business Plan subscription.

  • Bitrix24 access with the necessary permissions.

5. Where do I find my WATI API credentials?

→ Log in to your WATI account, go to More → API Docs, and copy the Access Token and API Endpoint URL.

6. How do I create an inbound webhook in Bitrix24?

  • Navigate to Application Menu → Developer Resources → Others → Inbound Webhook → Create.

  • Assign the necessary permissions.

  • Copy the Webhook URL for use in WATI.

7. What permissions should be assigned when creating an inbound webhook?

→ You need to grant permissions for:

  • CRM

  • Messaging Service

  • Chat and Notifications

8. How do I install and configure the WATI app in Bitrix24?

  • Install the WATI app from the Bitrix24 Marketplace.

  • Enter your API and webhook details in the app settings.

  • Save the configuration.

9. How do I set up Open Channels in Bitrix24 for WATI?

  • Create a local application in Bitrix24 Developer Resources.

  • Enter the handler and installation paths.

  • Assign permissions for external messenger connectors and Open Channels.

  • Save the configuration and reinstall the application.

10. Where do I enter the Client ID and Secret Key?

→ After setting up Open Channels, paste the copied Client ID and Secret Key in the WATI Marketplace app settings.

WhatsApp Messaging & CRM Integration

11. Can I send WhatsApp messages from Bitrix24?

→ Yes, you can send WhatsApp messages using WATI-approved templates from workflows or marketing campaigns.

12. How are incoming WhatsApp messages handled in Bitrix24?

→ Messages are automatically linked to the relevant lead/contact and stored in Bitrix24 Open Channels.

13. Will new WhatsApp messages create contacts automatically?

→ Yes, incoming messages can trigger automatic lead/contact creation, preventing duplicate entries.

Template Messages & Campaigns

14. How do I sync WATI templates with Bitrix24?

→ Open the WATI app in Bitrix24 Marketplace and click Sync Templates.

15. How do I send template messages via workflow?

  • In Bitrix24 CRM, go to Workflows → Application Activities → [Wati API] Send Template Message.

  • Enter the customer's phone number and WATI template details.

  • Click Send.

16. How should I format template parameters in workflows?

  • Use curly braces {} for variables.

  • Enter parameters in the same order as they appear in the WATI template.

  • If left empty, default template keys and values will be used.

17. Can I send bulk WhatsApp campaigns from Bitrix24?

→ Yes, you can send campaigns via the Marketing Menu in Bitrix24 CRM.

18. How do I set up a WhatsApp campaign in Bitrix24?

  • Go to Marketing → Campaign.

  • Select SMS Campaign as the type.

  • Choose WATI as the provider and enter template names.

  • Schedule and launch your campaign.

19. How can I track WhatsApp campaign delivery?

→ Delivery status is available on the SMS Campaign Listing page.

Webhooks & Automation

20. What are webhooks, and why should I use them?

→ Webhooks enable real-time updates for incoming messages and message delivery status.

21. How do I configure webhooks in WATI?

  • Log in to WATI.

  • Go to More → Webhooks → Add Webhook.

  • Enter the webhook URLs for message received, sent, and delivery status.

  • Select event types and enable the webhook.

22. How do I test if my webhooks are working?

→ After setup, send a test message and verify if the data is received correctly in Bitrix24.

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