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.
Note: Broadcasts are now Campaigns – same powerful features, updated name!
Instructions
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
Send WhatsApp Template Messages
Use Wati to send WhatsApp-approved template messages from Bitrix24.
Messages can be initiated from workflows or marketing campaigns.
Two-Way Messaging
Receive and reply to service messages directly from Bitrix24 Open Channels.
CRM Integration
Inbound messages are automatically linked to the relevant lead/contact in Bitrix24 CRM.
Open Channel Integration
Store all customer conversations and assign them to multiple agents in a queue.
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
In Bitrix24, go to Application Menu → Developer Resources → Others → Inbound Webhook → Create.
Assign permissions for:
CRM
Messaging Service
Chat and Notifications
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
Install the Wati App:
First, install the Wati app from the Bitrix24 Marketplace. Once installed, navigate to the app settings.
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:
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.
Navigate to Common Use Cases
Under the Common Use Cases tab, scroll to the bottom of the page.
Click on the Other option.
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.phpInitial Installation Path:
https://apps.izaap.in/apps/wat/install_open_channel.phpMenu 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.
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.
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
Go to the Contact Center Page
Navigate to the Contact Center page:
https://<your-domain>/services/contact_center/.Select the Wati Open Channel connection.
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.
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
Open the Wati app in Bitrix24 Marketplace.
Click Sync Templates to update Wati templates in Bitrix24.
Step 5: Send Template Messages via Workflow
In Bitrix24 CRM, go to Workflows → Application Activities → [Wati API] Send Template Message.
Enter:
Customer’s phone number.
Wati template name.
Template parameter key and value.
Click Send.
After sending the message, the response will be available in the additional results section of the workflow.
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:
Go to the Marketing Menu
In Bitrix24 CRM, navigate to the Marketing menu.
From the top menu, select Campaign.
Choose the Campaign Type
Select SMS Campaign as the campaign type.
Pick the WhatsApp template you want to use for your campaign.
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).
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 Campaign section and paste them here.
Schedule Your Campaign
Save the campaign details.
Choose the date and time to send your campaign.
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
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.
Navigate to Webhook Settings:
Once logged in, go to the More menu, then select Webhooks, and click on Add Webhook.
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
https://apps.izaap.in/apps/wati/message_received_webhook_handler.php?DOMAIN=YOUR BITRIX24 DOMAIN
Template Message Sent/Failed Webhook URL
https://apps.izaap.in/apps/wati/template_message_delivered_webhook_handler.php?DOMAIN=YOUR BITRIX24 DOMAIN
Session Message Sent Webhook URL
https://apps.izaap.in/apps/wati/message_delivered_webhook_handler.php?DOMAIN=YOUR BITRIX24 DOMAIN
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.).
Enable the Webhook:
Make sure to select the Enabled option from the dropdown menu to activate the webhook.
Save Your Settings:
Once everything is set up, click Save to apply your changes.
Important Notes
Replace Your Bitrix24 Domain: Don’t forget to replace
YOUR BITRIX24 DOMAINin 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 integration between Wati and Bitrix24?
This integration allows you to communicate with customers on WhatsApp directly from Bitrix24 CRM, including sending template messages, receiving replies, and managing conversations.
2. What are the main actions I can perform with this integration?
You can send Meta-approved WhatsApp template messages, respond to customer messages, assign conversations to agents, and automatically create or update leads and contacts.
3. What is the difference between broadcast and campaigns?
Broadcast is now referred to as “campaigns.” The functionality remains the same; only the name has been updated.
Access and subscription requirements
4. What subscription requirements are needed to use this integration?
You must have an active Wati Pro or Business plan subscription, and the integration is available only to Pro plan customers.
Features and message management
5. Does the integration support two-way messaging?
Yes. You can receive and reply to WhatsApp service messages through Bitrix24 Open Channels.
6. How are received messages linked to CRM data?
All received messages are automatically linked to the corresponding leads or contacts in Bitrix24 CRM, helping prevent duplicate records.
Configuration and setup
7. Is any action required after completing the integration setup?
Yes. It is recommended to sync Wati templates with Bitrix24 and test message sending and receiving to ensure the integration is working correctly.
Webhook and synchronization
8. Why is it necessary to configure Webhooks?
Webhooks allow you to receive customer messages in real time and track message status, ensuring data stays synchronized between Wati and Bitrix24.