CRM records and timeline
Leads, deals, contacts, timeline comments, sources, ads attribution, Smart Processes.
Leads, deals, contacts, timeline comments, sources, ads attribution, Smart Processes.
The same message appears on lead 1, lead 2 and the contact. Can it be logged on one record only?
Yes: Settings → CRM → "Where to write the timeline", option "One comment on the conversation's record"; older entries stay where they are.
All timeline comments are signed by the person who installed the app. Can they be signed by the operator?
They are: messages sent from the Open Channel, WASync Chat or the CRM tab are signed by the operator; incoming ones by the app's technical user.
The customer writes to number X (from an ad) but already has a deal on another number. I want a separate lead per number.
Turn on "Each number creates its own lead" in Chat rules → New chats from unknown numbers; the record then belongs to the conversation on that number.
The lead was lost, the customer writes back an hour later, and a new lead is created. Can it reattach?
Yes: set a re-contact window, in hours, in Chat rules; a lost lead closed inside that window takes the conversation back, optionally reopened.
Which ad brought the customer? I want the campaign and ad set, not only the ad id.
Add a Meta Ads token in Settings; conversations from Click-to-WhatsApp ads then carry campaign, ad set and ad in the UTM fields of the record.
Can I send WhatsApp from a CRM Marketing campaign or an automation rule?
Yes: WASync is a Bitrix24 message provider, selectable in CRM Marketing, the "Send message" rule and the message button on a record.
We work with Smart Processes. Does WASync work on them?
Yes: the WASync tab, conversations linked to items, timeline, robots and Chat Flows work on every Smart Process type.
Can the customer's WhatsApp name and photo be copied to the CRM contact?
Yes, as an option in Settings → CRM, off by default; it fills only empty fields and never overwrites a name or a photo you already have.
All new chats land on me, the administrator, instead of the Open Channel queue. Why?
Records created by WASync go to the user whose token installed the app unless the rule in Chat rules → New chats from unknown numbers says otherwise.