31 October 2026
Videos and large files your customers send always reach the Open Channel, a flow message made only of empty CRM fields is skipped instead of stopping the flow, Fill in a field can write only when the field is empty, templates with a call-permission request are offered and sent only on numbers with WhatsApp calls on, when a contact changes their WhatsApp number the chat, the CRM record and the old conversation all show it, and Open Channel chats can be named automatically from CRM fields.
Customer videos and large files always reach the Open Channel
Fixed. A large video or file a customer sent could be refused by Bitrix24 when it tried to fetch it, and the operator never saw the message. Files are now handed over from a link that is ready at once; a file sent without a caption gets a short one in the portal's language (for example “🎬 Video” or “📎 Document · offer.pdf”); and if Bitrix24 still refuses the file, the message is sent again with the caption and a link to the file. Bitrix24 Open Channels.
A message made only of empty CRM fields no longer stops the flow
Fixed. A Chat Flows message made only of a CRM field, such as a promo text kept in a deal field, stopped the whole conversation when that field was empty on the record, and every later step was lost. The step is now skipped and the flow continues, and the editor warns you when a message is made only of fields. Messages built from CRM fields.
Fill in a field can write only when the field is empty
New. The Chat Flows step Fill in a field has a new switch, Only if the field is empty, off by default so existing flows behave as before. When it is on and the field already has a value, nothing is written and the flow continues, so a later flow can no longer overwrite a lead's origin or UTM values. Fill in a field.
Call-permission templates only on numbers with calls on
Fixed. WhatsApp approves a template with a call-permission request even for a number without WhatsApp calls, then refuses every send of it. The template builder now offers the call-permission request only when calls are on for the number, the template picker marks such templates Needs calling and greys them out on a number without calls, and a send from the chat, an automation rule or a Chat Flow is refused before it reaches WhatsApp, with the reason shown. Turning calls on for a number.
When a contact changes their WhatsApp number
New. When a contact moves to a new WhatsApp number on a Business API number, the conversation gets a note, the new number is added to the CRM record (the old one stays) with a timeline comment, and the old conversation shows a banner that opens the new one. The CRM update can be turned off in the Chat rules. When a contact changes their number.
Open Channel chats named from CRM fields
New. A chat title template in Settings, such as
WA: {{company.UF_CRM_CODE}} - {{contact.name}}, names every Open Channel chat
when an operator first answers and again when its CRM record changes; the
Set WhatsApp chat title automation step sets it at any stage. A chat someone
renamed by hand is kept.
Chat title from CRM fields.