Bitrix24 + WhatsApp

How it works, details and demonstration of the integration of the company's exclusive API Bytebio

See how Integration works Bitrix24 with WhatsApp

To demonstrate a WhatsApp integration with Bitrix24, we will use a contact from a fictitious customer, the Machado de Assis.
WhatsApp integration and Bitrix24 - Bytebio
Chat screen Bitrix24, which can be integrated into WhatsApp

Situation 1: Customer sends a message

Client: Machado de Assis
Company: Bytebio
Bot Name: GupshupSupport 2
Situation: Machado de Assis is a client of Bytebio who contacted us via WhatsApp to request a demand.


See the sequence of images below. Use the side arrows to navigate:

Situation 2: Company starts a conversation

Client: Machado de Assis
Company: Bytebio
Bot Name: GupshupSupport 2
Situation: A Bytebio (company) will search for the customer in its database, in the CRM Bitrix24 and send an active message to him, using a template pre-approved by WhatsApp (Facebook).
About Template Usage

WhatsApp (Facebook) does not allow us to send a message that is not pre-approved to start a conversation with the customer, therefore, Bytebio (company) will search for the customer in its database, in the CRM Bitrix24, and send an active message to him, through a template pre-approved by WhatsApp (Facebook).

When the customer responds, then the Bytebio You can send messages to the customer freely.

Other Integration features Bitrix24 with WhatsApp

A Bytebio created some complementary resources that optimize the use and ease of access to information, as well as personalized notifications and integration with other tools, such as a Chatbot (which is contracted separately).

Chatbot + WhatsApp, integrated with Bitrix24

WhatsApp integration and Bitrix24 - Bytebio
chatbot: A chatbot (contracted separately) can be integrated into the Bitrix24 and after making the initial arrangements, collecting the data for the CRM, the conversation can be redirected to WhatsApp, already integrated Bitrix24.

See the demonstration in the video below:

Quick-reply and Call to action (CTA) in templates

WhatsApp integration and Bitrix24 - Bytebio
Interactive buttons and CTA: It is possible to register different functional types of templates, with plain text, quick-replies and CTA (Call to action), using buttons. All can be sent from Bitrix24.
WhatsApp Business vs WhatsApp-API: Differences and Homologation

Shared contact becomes Lead

WhatsApp integration and Bitrix24 - Bytebio
Shared contact becomes lead in CRM: In addition to a new contact being created as a Lead or Contact in the Bitrix24, also when a user shares a contact from a third party, this also becomes a Lead, already registered in the CRM.

Session closure notice

WhatsApp integration and Bitrix24 - Bytebio
Notices that can save: We created a notification in the chat itself warning that the conversation session time could end in a few hours. This way, the company's attendant can make free contact, without having to send another message template.

A session is terminated when the time the customer has not exchanged messages exceeds 24 hours. In this way, WhatsApp requires that a new conversation be started using a template and, for this, the cost is also a little higher, in terms of the message rate.
WhatsApp integration and Bitrix24 - Bytebio
Message rates:

Conversation started by the company:
For the company to start a conversation, it is necessary to send a Template (pre-approved message). Based on the user's (customer's) response, the conversation will be renewed every 24 hours. Conversations are priced according to the category they fall into. There are currently 3 categories:
  • Conversation Utility - Tariff: USD0,0350 from WhatsApp + 0,001 from Gupshup.
  • Conversation Authentication - Fee: USD0,0315 from WhatsApp + 0,001 from Gupshup.
  • Conversation Marketing - Fee: USD0,0625 from WhatsApp + 0,001 from Gupshup.

User-initiated conversation:

When the conversation is started by the user, it will be renewed every 24 hours. It is categorized as Service.

  • Conversation Service - Rate: USD0,030 from WhatsApp + 0,001 from Gupshup.

Message:
Every message sent or received has a unit cost of $0,001 (Gupshup).

Message containing file:
There are additional fees for Media Message (audio, image, video, pdf, doc files) greater than 64kb. Check fees and limits by clicking here.
WhatsApp integration and Bitrix24 - Bytebio
Comparison of Twilio and Gupshup providers: Twilio is one of the official providers possible to use the Twilio connection. Bitrix24 to WhatsApp as well as Gupshup.

Different Opt-in options

O Opt-in is a mechanism through which the user agrees to receive notifications of the company, becoming an optional user. WhatsApp requires that you obtain voluntary (optional) consent from a user in order to send them templated notifications.

Gupshup efficiently manages its optional users. You just need your users to use one of the mechanisms offered. You can see the opt-in and activity status of your users.

Important for the Brazilian General Data Protection Law (LGPD) , in Brazil.
WhatsApp integration and Bitrix24 - Bytebio
Opt in: An example of consent offered by Gupshup, when a user starts a conversation with the company, through WhatsApp.
WhatsApp integration and Bitrix24 - Bytebio
Opt in: Another example of consent, in a more passive way, already included in the conversation, when a user starts a conversation with the company, through WhatsApp.

*This message, in this example, can be customized, according to each company's preference.
Find out how to deploy Brazilian General Data Protection Law (LGPD) com Bitrix24 a company

Private conversations (whisper mode)

An interesting and very useful feature in chat Bitrix24 It's the "whisper" mode. He allows users of the Bitrix24 (company team) talk to each other, in the same customer chat without them seeing it.

This feature is useful, for example, when you need to discuss a discount requested by the customer, and the attendant can invite his manager to see the conversation and he can discuss it right there. Another example is in cases where the attendant may need help from other colleagues on the team, due to having technical questions or needing any type of support.

See the example below:

Automations with WhatsApp

Automation rules Bitrix24 are intended to help you automate work with CRM records (leads and deals). Use automation rules to facilitate customer management processes and help employees comply with the customer processing algorithm.

Automation rules will perform several actions autonomously: sending emails, making calls, sending messages via WhatsApp, SMS, etc.
WhatsApp integration and Bitrix24 - Bytebio
Automations in Bitrix24 CRM: There are several default rules that send notifications to the assignee and supervisor. Automation rules are available on Standard and Professional plans. You can edit automation rules in the business process designer only on the Professional plan.
WhatsApp integration and Bitrix24 - Bytebio
Automation by Business Process (BP), in Bitrix24. In addition to the automations in Kanban, in the Professional plan, it is possible to create customized business processes, where you can leave pre-defined actions with different conditions. This way, you can send messages, notifications and even WhatsApp messages, through automation.
WhatsApp integration and Bitrix24 - Bytebio
Automation by Business Process (BP), in Bitrix24. In this example, we are using a Webhook in one of the automations, which triggers programmed actions on the server, once the pre-determined condition has been met.
WhatsApp integration and Bitrix24 - Bytebio
Sales Tunnels in Bitrix24 CRM: Nowadays, many companies have several sales funnels. For example, some develop websites and provide support services after publication, others produce furniture and deliver it.

Each sales funnel requires custom steps. Using Sales Tunnels Bitrix24, you can view all funnels in one place and create links between them

Consider an example. A company offers air conditioning systems, assembly and maintenance services. Create a separate funnel for each sales stage, as in the image above. See more about Sales Tunnels here.

WhatsApp with CRM (Bitrix24)

WhatsApp integration and Bitrix24 - Bytebio
Bitrix24 CRM. It is a complete, simple, flexible and efficient CRM for automating sales funnels, generating leads and improving customer service. Find out more about the Bitrix24. O Bitrix24 is the CRM system that allows unlimited users, unlimited records and no hidden costs. All paid plans are "fixed", with no per-user pricing.
Above, you can see a short demonstration video with the interaction between WhatsApp and the CRM Bitrix24.
WhatsApp integration and Bitrix24 - Bytebio
Leads on Bitrix24. Lead Kanban in Bitrix24, with the possibility of customizing the cards, in addition to customizing the steps, ways of viewing them and obtaining them from forms, chatbot conversations, WhatsApp, telephony and others.
WhatsApp integration and Bitrix24 - Bytebio
Contact on Bitrix24 CRM. An example of a contact "card", with fully customized fields and several features that can be added. Thus, all of a customer's data, in addition to their interactions, notes, activities and everything that surrounds them, is recorded in a unified and easily accessible way.
WhatsApp integration and Bitrix24 - Bytebio
Contact Center at Bitrix24. Open Channels connect popular social networks and messengers to your account Bitrix24. The Open Channels of Bitrix24 collect messages from all customer communication channels and distribute them among employees in the queue. You can connect a live chat, Facebook, Telegram, Instagram, WhatsApp, etc. account. to an open channel. Its settings will be applied to all connected communication channels.
WhatsApp integration and Bitrix24 - Bytebio
Conversation list. It is possible to list all conversations held in the company. Anyone who has the privilege of access (permission) will be able to find all conversations that took place. You can also filter conversations by person responsible, customer, communication channel, etc.

Smart search allows you to search by customer contact information (e.g. email address) and conversation history.
WhatsApp integration and Bitrix24 - Bytebio
Conversation statistics. Open Channels analytical dashboards allow you to analyze the effectiveness of communication channels and the performance of operators. You will see several standard reports: load by communication channel, customer satisfaction rate, average waiting time, etc. - all with demo data. See more about conversation statistics here.
WhatsApp integration and Bitrix24 - Bytebio
Access permissions. By default, each agent can access the history and statistics of their conversations. To be able to access departmental or company-wide conversations, assign the Administrator or Executive Director role to them.

Alternatively, create a new role that includes a View Statistics or Communication History = People and Department permission.
See more about access permissions here.
WhatsApp integration and Bitrix24 - Bytebio
Bitrix24 Documents (Virtual disk). O Bitrix24 is expanding collaboration opportunities and simplifying working with documents. In the Documents section, you will find all your documents that you are actively working on, as well as create new ones and edit them together. See more about Documents on Bitrix24, here.
WhatsApp integration and Bitrix24 - Bytebio
CRM and Sales Intelligence analysis. Every company needs to observe the sales funnel, evaluate the performance of managers, predict revenue and identify weaknesses in their work.

No Bitrix24, you can obtain the necessary information using the CRM Analysis section.

The Advertising ROI (Return on Advertising Investment) report shows the effectiveness of each of the sources. Which channel sells the most? Which channel has the best conversion?

The table shows the conversion rate for each channel, as well as the quantity and total value of deals won.

In addition to the native application of Bitrix24,
a Bytebio created your own application

See below the comparison of services between the two:
Service
Native App
App Bytebio +GupShup
Provider Hiring Support
APP Setup Bitrix24
APP Setup Bytebio
Receive and respond to messages (WhatsApp) via chat Bitrix24
API Hosting Bytebio
Configure queue for receiving messages
Send active message (template)
chatbot
Information linked to contact
Receiving media (audio, PDF and image)
Sending images and PDF files
Notification before end of session
Delivery and reading notification
Monthly Integration Costs
money illustration
Setup and Installation
R$799
R$0
money illustration
API Bytebio
Monthly payment
(Paid to Bytebio)
Card illustration
Tariffs
messages (Provider)
Pay as you go (credit)
(Paid to GupShup Provider)
You must have an active commercial license for Bitrix24, on the Professional or Superior plan.

Exclusive consultancy and advisory service
Advantages of using WhatsApp with Bitrix24
Integration with CRM
Have all permitted interaction data saved in your CRM Bitrix24.
Unified information
Have your information unified, providing better customer management.
Consolidation of channels
Manage WhatsApp and other communication channels alongside your Bitrix24.
Collaborative service
Internal service provided by one or more people. Include other users in the conversation (without being a group).
Conversation data stays with the company
All conversations between your employees and customers remain within the company environment.
Assign service queues
Manage how conversations will be distributed internally, with your team.
Create automatic Leads or recognize them
With each new contact, a lead is created. If it already exists, the system recognizes it within your CRM.
Automatic greeting messages
Leave automatic greeting messages and save time on customer service.
Have a single phone number (WhatsApp) for all your company representatives

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