Settings and Chat rules
Every portal-wide setting of the WASync app in one place — the Settings page (CRM, ads, alerts, AI, country) and the Chat rules page (who sees what, new chats, stages, required fields).
Two pages hold the portal-wide behaviour of WASync. Settings (sidebar) covers the CRM, ads, alerts and defaults. WASync Chat in the sidebar opens the Chat rules: who sees which conversation, what happens with a chat from an unknown number, who may change stages. Both are for Bitrix24 administrators; everything else is per number, under Connections, or per person, under Team.
Chat rules
Who sees what
The default visibility for employees who have no level of their own, set per person in Team: All chats of the numbers they may use, Department, or Only the records they are responsible for. Bitrix24 administrators always see everything. The level applies to the conversation list, the search, the "Assigned to" filter and the export.
New chats from unknown numbers
What happens when a number that is not in your CRM writes for the first time:
| Choice | Effect |
|---|---|
| Off | No record is created; the chat is visible to people who see all chats. |
| Fixed person | WASync creates a lead and assigns it to that person. |
| Round-robin | WASync creates a lead and assigns it to the next person on the list, in turn. |
Numbers already in your CRM are linked to their existing record instead. Three switches refine the rule:
- Also on connections bound to an Open Line. Bitrix24 creates its own lead only when an operator takes the chat; with this on, WASync creates it at the first message.
- Also when an operator writes first. A conversation started from WASync Chat to an unknown number gets a lead with that operator as the responsible.
- Lead for a known contact without an open record. A contact that exists but has no open lead or deal gets a lead on its first message.
Flows that create records at enrolment take the responsible from the same rule. The responsible of records WASync creates.
Each number creates its own lead
Off by default: one customer is one record across all your numbers. On: the record belongs to the conversation on that number, so a customer handled on two numbers has two leads, and flows reuse only the record of the number they run on. Useful when each number is a separate business line or when another tool creates records on the same customers.
Re-contact window after a closed lead
In hours, 0 by default. A customer who writes back while their lost lead was closed less than that many hours ago returns to that lead instead of getting a new one; an option reopens the lead into a stage you choose. Converted leads are never reused. The window applies to new chats and to flows that create a lead at enrolment.
Hide closed
Off by default. On, a closed lead or deal stops giving visibility to its former responsible after the number of days you set (0 = immediately), on the Department and Only-my-records levels. Ignore the contact's responsible is usually needed with it: otherwise a contact assigned to the same agent keeps the chat visible.
Stage picker
Who may change the CRM stage from the WASync Chat header: everyone, administrators only, or nobody (the stage is shown, not editable). The picker already respects each employee's CRM rights in Bitrix24.
Required fields per stage
For each lead or deal stage, the fields an operator must fill before moving a record there from the chat. Bitrix24 does not apply its own required-field rules to stage changes made through the API and does not expose them, so this list is maintained here by hand; the chat asks for the fields in a small panel before the stage changes.
Contact owner only without record
Not in the interface; set per portal on request. By default a conversation counts as "mine" also through the responsible of the CRM contact. With this option, the contact's responsible counts only when the customer has no open lead or deal; otherwise the lead or deal owner wins.
Settings
CRM timeline log
Where messages are written on the timeline: on every record that carries the number (default, including closed leads), or one comment on the conversation's record, the one shown in the chat header. Comments already written are never moved. CRM records and timeline.
CRM contact name and photo
Off by default. On, the WhatsApp name is copied to the contact card when the card has no name or only the phone number as its name, and the photo when the card has none; nothing existing is overwritten. The photo is available on QR numbers only.
Campaign and ad set on conversations from ads
A Meta Ads System User token with ads_read. With it, conversations from Click-to-WhatsApp ads carry the campaign, ad set and ad in the record's UTM fields; without it, only the ad id. Guide.
Bitrix24 Open Channels
Which Open Channel each number feeds, and the option to create a channel for a number that has none. A conversation reaches the channel's queue and its CRM rules in addition to WASync Chat.
Default country
The country used to complete phone numbers stored in national format (a leading 0, no country code) when sending from a CRM record. When it is not set, the country of the sending number is tried.
Reconnect alerts
Who is emailed when a number disconnects and when it is back, and the Bitrix24 notification that goes with it. The alert names the probable cause. Connections.
Read status in WASync Chat
Whether opening a conversation in WASync Chat marks the customer's messages as read on WhatsApp (blue ticks) for everyone, or whether each operator decides.
AI provider (for Automations)
The model and key used by Automations when an automation has no model of its own.
Reinstall placements
Re-registers the WASync tabs and robots in Bitrix24 after an update or when a tab is missing. Reload the Bitrix24 page afterwards; Bitrix24 reads the definitions at page load.