7 October 2026

Create or link a lead from WASync Chat

Improved. "Create lead" in WASync Chat first shows what the CRM already has for that person under "Already in the CRM": existing leads (open and closed, closed ones tagged "Closed") found by phone number and by the linked contact, plus the contact's open deals, each with a "Link" button. "Create new lead" sits below the list. On conversations linked only to a contact the button reads "Create or link lead", and "Link to record" is available there too. Operators see only the records their Bitrix24 role allows. Nothing is created or linked automatically.

Chat Flows: "Assign to" can rotate within a group

New. The "Assign to a colleague" step has two modes: "One person", as before (existing flows are unchanged), or "Rotate within a group". In rotation mode the administrator ticks up to 50 employees in the step's side panel, and each new conversation that reaches the step goes to the next person in the list. Every step keeps its own rotation, and saving the flow again does not restart it. Employees deactivated in Bitrix24 are skipped; if nobody in the group is active, the record keeps its current responsible and a timeline note explains why. A customer who passes the same step twice in one conversation stays with the same person, and a test run shows who is next without using up a real turn.

Long messages on the WhatsApp Business API

Fix. WhatsApp's official API accepts at most 4,096 characters in one text message, so longer texts written by an operator were not delivered at all. They are now sent as several WhatsApp messages in order, cut at the end of a paragraph (or else a line, a sentence or a word), with the operator's name only on the first one and delivery ticks on each. This works from the Open Line, the CRM widget, WASync Chat, Chat Flows and Automations; in Bitrix24 the operator still sees the single original message. The limit is 10 messages (about 40,000 characters) — beyond that the operator is told the message is too long and nothing is sent. Templates and file captions keep their own limits. The developer API does not split: a text over 4,096 characters is answered with the error text_too_long.

Calls you place: "Ringing…" until the customer answers

Fix. When an operator calls a customer from the CRM on a WhatsApp Business API number, the call window shows "Ringing…" with the customer's name and number while the phone rings, and switches to "In call" only when the customer picks up. The timer starts then, so the duration is talk time. The call saved in Bitrix24 follows the same rule, and a call that was not picked up is saved as an unanswered outgoing call with no duration. The operator is told why a call was not answered: "No answer", "Call declined" or "Line busy" (the last two only when WhatsApp reports them). Incoming calls are unchanged.

Incoming calls: the team is rung when the responsible is offline

Fix. When a known customer called and their responsible employee was offline in Bitrix24, the call was saved as missed straight away. It is now offered to the other online operators of the number's Open Line, all at once, and if none is online, to the online employees with access to the number in Connections → Staff. Only when nobody is online is the call saved as missed, on the responsible employee, as before. An online responsible employee is still rung alone, and only people already allowed to handle the number are ever rung.

The customer's WhatsApp photo and name in Bitrix24

Improved. On QR-connected numbers, WASync now asks for the customer's WhatsApp profile photo as their message arrives, so the Open Channel chat is created with the photo from the first message. The message is never held for it: if the photo is not available within about a second and a half, it is used from the next message on. New QR conversations also arrive in the Open Channel under the customer's WhatsApp name instead of their phone number.

New. Settings → "CRM contact name and photo" → "Copy the WhatsApp name and profile photo to the CRM contact when they are empty" is off by default. When an administrator turns it on, WASync fills the name and photo on the linked Bitrix24 contact only when they are missing, never over anything the team entered, once per contact, with an audit log entry. On WhatsApp Business API numbers only the name is available, because Meta does not provide customer photos. A lead or deal without a contact is not affected, and a name the customer changes later in WhatsApp is not re-synced.