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How to connect WhatsApp to your CRM and stop losing clients

In Armenia most clients write on WhatsApp. As long as chats live on reps' personal phones, the company controls neither the leads nor the clients.

BI Construct teamUpdated 02.11.20262 min read

Why a personal WhatsApp is risky

  • A rep leaves — the clients and the chat history leave too.
  • Management can't see how many requests came in and which went unanswered.
  • There's no way to measure response time or WhatsApp conversion.

How it works in Bitrix24

WhatsApp connects to the Bitrix24 contact center through Open Channels. Every new message lands in a shared queue, is assigned to a rep and creates a lead or deal. Reps reply right from the client card, and the whole conversation is saved in the CRM.

Connection steps

  1. Pick a business number — ideally a dedicated one, not personal.
  2. Connect WhatsApp in the contact center through a suitable connector.
  3. Set up the queue, working hours and an out-of-hours auto-reply.
  4. Turn on deal creation and robots: a task for the rep, a reminder, response control.
  5. Train the team to reply from the CRM, not from their phones.
Tip

The connection method and its cost depend on your Bitrix24 plan and the connector — we'll pick the right option during the diagnosis.

What you get

Every request in one pipeline, response time control, chat history in the client card and a report on how many sales WhatsApp brings. The same works for Telegram, Viber and Instagram — see the integrations catalog.

Let's start with a diagnosis of your business

Leave a request — a business analyst will contact you, review your current processes and propose an implementation plan and the right Bitrix24 plan.

What happens after you send a request

  1. We call or message you within an hour during business hours — already knowing your task
  2. A free 30-minute diagnosis: we review your processes and show Bitrix24 on your own examples
  3. You get an implementation plan and a license estimate — the decision is yours, no pushy calls
+374 98 342 320 info@bic.am @bi_construct 6/1 Abelyan St, Yerevan

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