Automated Customer Communication

Last updated: 3 June 2026

You can use bots to automate customer interactions—send an order confirmation message, a promotional email, or schedule a call or meeting with a customer.

For more information on how bots communicate with customers, see the Bitrix24 documentation. helpdesk.bitrix24.com

How to set up message sending using a bot

Send a message on WhatsApp

1. Go to CRM → Deals → Automation rules to open the Sales automation page.

2. Click Create under the stage where you want to create a bot.

3. Click and select Bitrix24 automation rules to display only bots in the list.

4. Select the Customer communication section.

5. Click Add in the Send WhatsApp message row.

6. Select the message sending order — In parallel or Immediately.

7. (Optional) Select a message send time to delay the message.

8. (Optional) Add an additional condition for sending the message.

9. Select a message template from the drop-down list.

10. (Optional) Assign values to variables in the text. Available variables are highlighted in yellow.

    info

    The highlight will turn blue after a value is assigned to the variable.

11. Click Save.

Send a message to open channel

1. Go to CRM → Deals → Automation rules to open the Sales automation page.

2. Click Create under the stage where you want to create a bot.

3. Click and select Bitrix24 automation rules to display only bots in the list.

4. Select the Customer communication section.

5. Click Add in the Send a message to open channel row.

6. Select the message sending order — In parallel or Immediately.

7. (Optional) Select a message send time to delay the message.

8. (Optional) Add an additional condition for sending the message.

9. Enter your message. Click to insert field values from the CRM card into the text.

   For example: customer name, contract number, delivery time.

10. (Optional) Check the Hidden message (whisper mode) box to send a message that will only be visible to employees in this chat—the customer won’t see it.

11. (Optional) Attach a file to the message.

12. Click Save.

For more information on creating and configuring bots, see the Bitrix24 documentation. helpdesk.bitrix24.com