8 October 2026

Answer WhatsApp calls in Bitrix24's call card

New. A WhatsApp call now rings in Bitrix24's own call card as an ordinary incoming call: the customer's name and number as the title, "WhatsApp" and the line under it, and Bitrix24's Answer and Ignore buttons. Answer takes the call right there — the card switches to connected, Bitrix24's timer runs, and Mute and End work from the card. Ignore declines the call. If another operator answers first, the other cards show "Taken by" with that person's name and close. When the call ends the card shows why for a few seconds.

The call lives in the browser tab where it was answered; the card says so, and the browser asks before the tab is closed or reloaded. If the browser refuses the microphone, the WASync panel opens and offers the call window as before. The separate call window still exists for that case, when the card does not appear within 3 seconds, and for calling a customer back from the CRM widget. Calling back from the card's own Call button is not available yet; use the widget's Call button. Card texts are in the operator's language.

The conversation inside the call card

New. The call card's tab for a WhatsApp call is now named "WASync" (it was "WhatsApp"). It shows a status line (incoming, connected with a timer, ended) and, under it, the WhatsApp conversation with the caller on the number they called: read the history and write while the phone rings or during the call. Messages sent there go exactly where messages from the CRM widget go, and new messages from the customer appear by themselves. An operator without access to the called number sees only the call status. The conversation stays in the tab after the call until the card is closed.

Who is rung for an incoming call

Changed. Everyone who handles a number can now be rung for its calls: the operators of its Open Line or the employees with access to it in Connections → Staff — either is enough. Until now a responsible manager with Staff access but not in the Open Line queue could miss a call while online.

When a known customer calls, their responsible employee is still rung alone first if they handle the number and are online. New: if nobody answers within 8 seconds — or straight away if the responsible is missing, offline or does not handle the number — everyone online who handles the number is rung at once, up to 5 people, while the responsible's card keeps ringing. The first to answer takes the call. Bot users are never rung, and if nobody who handles the number is online the call is saved as missed, as before. The 8 seconds are fixed.

Each WhatsApp number creates its own lead

New. Under "New chats from unknown numbers" (when that rule is on), a new option, off by default, makes an open lead or deal count for a conversation only if it was created or linked from the same WhatsApp number. If a customer writes to number X while their open deal came from another number or another tool, WASync creates a new lead for X — assigned by the rule, attached to the customer's existing CRM contact, carrying the Click-to-WhatsApp ad when there is one — and leaves the old record untouched. Later messages on X go to that same lead. With the option on, the CRM timeline, the record shown on the conversation row and the stage filter follow the record of the number the last message came through. Records created before 8 October 2026 have no number and count as coming from another number.

The employee filter follows what each person may see

Changed. The "All employees" filter above the WASync Chat list now offers only the colleagues whose conversations the person is allowed to see. Someone set to "Only my records" no longer gets the filter, and someone set to "My department" sees only colleagues from their department. Administrators and people who see all chats get the same list as before. Nothing to configure: it follows the visibility set in WASync Chat rules.