Bitrix24

Before setting up, install the application and connect Bitrix24.

Available action

• Change the field of a deal, contact or company - writes data from the dialog, fixed value or variable to the selected field.
• Change the status of the deal - transfers the deal to another stage of the funnel.
• Find a deal - retrieves the deal linked to the current conversation or searches by conditions. Returns data without changing the CRM.
• Find and update / create a deal - looks for a deal, updates the one found or creates a new one depending on the chosen mode.
• Translate the conversation to a free operator - transmits the chat to the first available employee of the open line.
• Translate the dialog to the operator or queue - allows you to choose a specific employee or queue.
• Set a task - creates a task for the selected user; you can leave the option Current user and specify the text of the task.
• Change the smart process step - transfers the element of the selected smart process to another stage.

Bitrix24 launch conditions

In the Channels and Start tab for Bitrix24, you can add the conditions Transaction field, Client field and A smart process is launched. For the field, select the object, CRM field, operator and value. The interface takes into account the type of field: shows the number, date, list, user or flag instead of the usual line.

For a smart process, select the process and stages. The Proceive switch immediately after the start of the desired smart process allows you to run a script for a process event, rather than waiting for the next message.

Find a deal

Choose a search method in How to find the deal.

By search conditions is selected by default. Add conditions and combine them with AND or OR. Choose what to do when several deals or no deals match, and select the fields to return. Conditions can use standard and custom deal fields, as well as contact and company data. A condition value can come from a variable.

Deal linked to the current conversation retrieves the deal linked to the Bitrix24 conversation. Search conditions are ignored in this mode. The bot receives the deal ID, its current stage, pipeline and closed status, along with any additional fields you select. A closed deal is also returned if the conversation is linked to it.

If no deal is linked to the conversation, the action returns an error. It does not select another deal belonging to the client, and the remaining operations in this action do not run.

Test this mode in a Bitrix24 conversation linked to a test deal. The test chat inside ChatRex has no such link.

Find, update, or create a deal

The action supports four modes:

• Find and update - change the deal found, but not create a new one;
• Find or create - return the deal found or create a new one;
• Always create a new - skip search
• Find, update, otherwise create - update the deal found, and if there is no result, create a new one.

After the search conditions, configure the rules for updating the fields: write always, only in empty fields, skip filled or update only the transferred values. Separately fill in the fields that are used when creating a deal, and select the result data to transfer to the bot.

In the action of changing the stage of the smart process, additionally specify which element to change: the startup condition found, the last active or first active element of the client.

Example: Save the client's phone to the phone variable, then send @phone to the search condition or the Phone field. To change the stage, specify in the prompt the event after which the transition is allowed, for example, confirmation of interest or obtaining mandatory contacts.

Action after the final silence period

If the customer does not reply to a follow-up, the bot can change the stage using pipeline and allowed-stage rules. Configure this in Bot behavior → Restore dialogue, after saving a suitable action without a reply or progress message.

Follow the steps in Bot behavior and automation.