Leads from WhatsApp chats

Everything on this page lives in one place: open the WASync app in Bitrix24 and choose WASync Chat in the left menu. The page is visible to people who can read Settings; saving needs write access to Settings.

The rules below apply to numbers connected through WASync, both the ones paired by QR and the official WhatsApp Business API ones. They never touch leads or deals your team creates by hand.

New chats from unknown numbers

A number that is not in your CRM writes to you for the first time. Pick what WASync does:

The lead carries the customer's name and phone, the CRM source of the WhatsApp line, and, when the message came from a click-to-WhatsApp ad, the ad's attribution (UTM fields and the ad name). The conversation is linked to the lead, so the lead's responsible sees the chat and the lead's stage shows on the conversation.

Three switches refine the rule:

• Also on connections bound to an Open Line. By default a number that is connected to a Bitrix24 Open Line is skipped, because Bitrix24 creates its own lead there. It does so only when an operator takes the chat, sometimes hours later. Turn this on and the lead exists from the first message.
• Also when an operator writes first. A conversation started from WASync Chat to a number that is not in your CRM gets a lead right away, assigned to the operator who wrote.
• Also create a lead when the number is already a contact but has no open lead or deal. Without it, a known contact is linked to their contact card only. With it, WASync creates a lead attached to the existing contact (no duplicate contact) and assigns it by the rule above.

Numbers already in your CRM

When the number exists in Bitrix24, WASync looks for the customer's open record and links the conversation to it, in this order: an open deal, then an open lead, then the contact. A lead that was converted follows its deal.

Each number creates its own lead changes what "open record" means for teams that run several WhatsApp numbers or another WhatsApp tool next to WASync. With it on, an open lead or deal counts only if it was created or linked from the same WhatsApp number the customer wrote to. A customer who reaches a new number from an ad gets a lead for that number, attached to their existing contact; the old record is not touched, and the customer's next messages on that number go to that same lead.

Re-contact window after a closed lead

A customer's lead is marked lost. Minutes or hours later they write again: "thanks", "one more question", or they tap the same ad. Without a window, the rules above see a contact with no open record and create a new lead at once.

Set Re-contact window after a closed lead (hours) to the number of hours during which a message from that customer goes back to the lost lead instead:

• 0 (the default on every account) keeps today's behaviour: a new lead.
• Any value up to 720 (30 days) is accepted. Most teams pick between 24 and 72.

Inside the window:

1. No new lead is created. The conversation stays linked to the lost lead and the messages land in its timeline.
2. With Reopen the lost lead when the client writes back on, the lead also moves to an open stage, so it shows up again in the agent's list. The stage is Stage the lead returns to: the first open status of your lead pipeline (usually New) or any open stage you pick. If the chosen stage no longer exists or is a closed one, WASync falls back to the first open status.
3. After the window, the next message is handled by the rules above again, which usually means a new lead.

What the window does not change:

• Won leads. A converted lead has a deal; the conversation already follows that deal, so the window never applies to it.
• Chat Flows that create a lead when they start use the same window: a customer re-entering from an ad inside the window lands on the lost lead, not on a second one.
• Records closed before you saved the setting. The window reads the lead's close time, so it applies from the moment you save, including leads that were closed shortly before, but it does not merge duplicates created earlier.

The field is enabled only while Also create a lead when the number is already a contact… or Each number creates its own lead is on; with both off, a known contact never gets a new lead, so there is nothing for the window to prevent.

A typical setup for an ad-driven sales team

• Fixed person or Round-robin for new numbers.
• Also on connections bound to an Open Line on, so leads exist from the first message.
• Also create a lead when the number is already a contact… on, so returning customers get a fresh lead for the new inquiry.
• Re-contact window 72 hours, Reopen the lost lead on, stage New.

With that, a lost lead stays closed unless the customer comes back within three days; when they do, the agent sees the same lead reopened with the whole conversation on it.

Closed leads and deals

The separate Closed leads and deals card decides who still sees a conversation after its record is closed: the former responsible keeps it for the number of days you set (0 = it disappears immediately), and the chat reappears for whoever receives the customer's next lead or deal. Admins and people who see all chats are not affected.

Related

• Smart Processes (SPA) in WASync: the same rules link conversations to Smart Process items.
• Changelog, 15 October 2026: when the re-contact window shipped.