Smart Processes (SPA) in WASync

Bitrix24 Smart Processes (SPA, "smart process automation") are custom CRM entities next to leads and deals: contracts, service requests, bookings, claims. WASync treats an SPA item like a lead or a deal wherever that makes sense:

• the WASync tab in the item card shows the WhatsApp conversation of the item's client;
• a conversation in WASync Chat can be linked to an item, and the item's responsible person counts for the "Assigned to" filter and the "only my records" scope;
• messages are written to the item's timeline (comments), as on leads and deals;
• WASync robots (send message, send template, start a Chat Flow, AI) run from the process's automation rules, and a Chat Flow can read and fill the item's fields.

What the item needs

An SPA item has no phone number of its own. WASync reaches the person through the client bound to the item: the contact (or company) in the item's Client field. That field exists only when the process was created with Client enabled (CRM → Smart Processes → the process → Settings → Client).

• Process without Client: the WASync tab explains that there is nobody to write to and links to the item card. Turn Client on in the process settings, then bind a contact to the item.
• Item with a contact that has no phone: the tab offers to add the number, as on a deal.
• Several contacts on one item: WASync uses the primary contact first, then the others in the item's order, then the company's phone.

The WASync tab in the item card

Open any item of the process. The WASync tab works like the one on deals: the conversation with the client, sending text, files, voice notes and (on the official API plan) templates. The header shows the item's title, stage and responsible person.

The tab is added automatically:

• at installation, for every process that exists at that moment;
• when a process is created or changed later (WASync listens to Bitrix24's process events), and once a day as a safety net;
• immediately, if an administrator opens WASync → Settings → Reinstall placements.

If a brand-new process does not show the tab yet, reload the page a minute later or use Reinstall placements.

Linking a conversation to an item

In WASync Chat, open the conversation → Link to record. When the portal has Smart Processes, a type selector appears above the search: pick the process, type at least two letters of the item's title, choose the item. The inbox row then shows the process name as the record chip, the header shows the item's responsible person and stage, and Change record lets you move the conversation to another item.

Bitrix24 permissions apply: the search runs as the operator, so only items that person may see are offered.

Timeline

With the default timeline setting, every message is written as a comment on the records that carry the client's phone — leads, deals, contacts, companies — and on the linked item. With Timeline target → conversation record, messages are written once, on the record the conversation is linked to, which may be an SPA item.

Robots on automation rules

Open the process → Automation rules. The WASync robots are listed under the WASync group, exactly as on leads and deals:

• Send WhatsApp message / Send WhatsApp template (WABA): the recipient is the item's client (primary contact, other contacts, company, in that order). {{Fields}} of the item, its contact and its company are available in the text.
• Start a Chat Flow: starts a flow whose record type is this process (see below).
• AI robot: as on deals.

After installing or updating WASync, reload the automation page once: Bitrix24 caches robot definitions until the page is reloaded.

Chat Flows on a process

In the Chat Flows editor, the Record selector lists every process that has automation enabled. A flow built for a process:

• starts only from an automation rule of that process (the robot Start a Chat Flow); the "first message" and "keyword" triggers are not offered, because a message from a new number cannot create an item on its own;
• can read and fill the item's fields (Fill in a field, Insert field), including custom fields, and the fields of the item's contact and company;
• can move the item with Set stage → Move item: choose the pipeline (when the process has several) and the stage;
• can assign the item, create an activity on it, and hand the conversation over, as on a deal.

{{record.stage}} renders the stage's name, {{record.title}} the item's title.

Ad attribution (click-to-WhatsApp)

When a conversation that started from a click-to-WhatsApp ad is linked to an item, WASync fills the item's native UTM fields (source, medium, campaign, content, term) if they are still empty, and leaves one timeline comment with the ad. Custom UF_CRM_CTWA_* fields are not created on Smart Processes: Bitrix24 does not let an application add user fields there.

Limits in this version

• Automations v2 (event-driven sends) and the Send conversion to Meta robot stay on leads and deals.
• A flow cannot create an SPA item from a new conversation; link the conversation to an item or start the flow from the process's automation.
• From CRM field attachments in Chat Flows read lead and deal file fields only.
• Calls started from the item card are not yet wired to the item.

REST and MCP

Nothing changes in the Platform API: items are Bitrix24's own crm.item.* objects. In WASync's data, a linked item appears as record type dynamic_<entityTypeId> (for example dynamic_137) wherever leads appear as lead and deals as deal.