Configure bot behavior

Open the bot's Bot behavior tab to control how it reacts to incoming messages.

Message processing

Choose whether the bot should process each message immediately or wait briefly and combine several consecutive messages into one request, when the selected configuration supports accumulation. Immediate processing works well for short, complete requests. Accumulation is useful when customers commonly split one thought across several messages.

Progress messages

Enable an intermediate message for long responses if customers should see that their request is being processed. Set the delay and text. ChatRex does not send it if the main response is ready first. Individual actions can also have their own progress message.

Automatic greeting

Enable the greeting if the bot should send a fixed message before or together with its first generated response. Choose the timing, enter the text, and optionally repeat it after a defined pause. Because the greeting becomes part of the conversation context, instruct the model not to greet the user a second time.

Follow-up messages and an action when the customer does not reply

Configure follow-up messages and their intervals in Restore dialogue. For a Bitrix24 channel, you can also run an action if the customer does not reply after a selected message.

1. In Integrations and actions, create and save an action that changes a Bitrix24 stage. Disable its reply and progress message. You can also add an action that stops the conversation.
2. Return to Bot behavior and enable Action after the final silence period.
3. Select an interval in Start waiting after. These times identify the follow-up messages configured above; the additional wait begins after the selected message is sent.
4. Select Add action. For each rule, choose a pipeline condition, the allowed current deal stages, and a saved action.
5. For Pipeline, choose Equals or Does not equal and select the pipelines. No condition removes the pipeline restriction, but allowed stages are still required.
6. Set Wait after message and save your changes.

For example, select 48 hours and an additional wait of 24 hours. After the 48-hour follow-up is successfully sent, the bot waits another 24 hours. If the customer does not reply, it checks the linked deal's current pipeline and stage.

Exactly one matching rule runs. If no rule matches or several rules match, no action runs. Allow only stages where automation is appropriate; exclude confirmed orders and deals being handled by a team member.

The action is cancelled if the customer replies, the conversation is closed or handed to a team member, the deal is closed, or the settings change. It is also skipped when Bitrix24 cannot confirm the conversation's state. Check the processing history for the result or reason. Existing single-action settings continue to work; new rules apply after you configure and save them.

See Bitrix24 actions for action setup.

Automatic stopping

Enable automatic stopping when the bot must end automation for a defined scenario or hand the conversation over to a team member. Describe the same condition clearly in the main instruction and any related action.

Select Save changes, then test normal, delayed, and handover scenarios on Testing.