WASync Chat
The shared WhatsApp inbox inside Bitrix24 - who sees which conversations, changing the CRM stage, creating or linking leads, quick replies, templates, long messages and choosing the sending number.
WASync Chat is the shared WhatsApp inbox inside Bitrix24. Open the WASync app and choose WASync Chat in the left menu. Every conversation of every number connected to your portal is in one list, with the whole history of each customer.
People see it when they have Staff access to at least one number. The same conversations also reach the Open Channel, so operators who prefer the Bitrix24 chat window keep working there. Both sides write to the same conversation.
Who sees which conversations
Each employee has a visibility level, set by an administrator. The default for the portal is all chats, and you can override it per person on the Staff page.
| Level | What the employee sees |
|---|---|
| All | All chats of the numbers they may use. |
| Department | The records of everyone who shares a Bitrix24 department with them. A team leader's view. |
| Only mine | Only the leads, deals and contacts they are responsible for. |
Bitrix24 administrators always see everything. The rule is enforced on the server, not only hidden in the interface: the list, search, the conversation itself, every action on it and every send are checked.
If Bitrix24 cannot say who owns a record, a scoped employee sees nothing rather than everything.
The All employees filter above the list offers only the colleagues whose conversations you are allowed to see. A person set to Only mine does not get the filter. A person set to Department sees only colleagues from their department. There is nothing to configure: it follows the level above.
After a record is closed
The Closed leads and deals card in the Chat rules removes a conversation
from its former responsible employee a number of days after the lead or deal
closes. 0 means it disappears immediately. The chat comes back for whoever
receives the customer's next lead or deal. Administrators and people who see
all chats are not affected.
Changing the CRM stage from the chat
The header of a conversation shows the stage of the linked lead or deal. Who may change it is a Chat rules setting, Stage picker in WASync Chat. Only a Bitrix24 administrator can edit it.
| Option | What operators see |
|---|---|
| All operators (default) | The stage dropdown, and they can move the record. |
| Admins only | Administrators keep the dropdown. Everyone else sees the current stage as a read-only label. |
| Hidden (read-only for everyone) | Nobody changes the stage from WASync Chat. The stage stays visible. |
The setting is enforced on the server, and Bitrix24 CRM permissions still apply on top: an operator who cannot edit a record in Bitrix24 cannot move its stage here either.
Required fields before a stage change
Bitrix24 applies "required on this stage" fields only in its own form, not when a stage is changed through the API. WASync adds its own rule. In the Chat rules, Before moving to a stage, ask for these fields lets an administrator pick, for leads and for every deal pipeline, the fields that must be filled for each stage.
When an operator changes the stage, a panel asks for those fields, pre-filled from the record. The stage changes only once they are filled, in a single CRM update. Cancel leaves the stage as it was. Chat Flows are not affected, and the CRM widget has no stage picker.
Create or link a lead from a conversation
Create lead does not create anything at first. It shows Already in the CRM: the leads found by phone number and by the linked contact (closed ones are tagged Closed), plus the contact's open deals. Each has a Link button. Create new lead sits below the list.
On a conversation linked only to a contact, the button reads Create or link lead, and Link to record is available too. Operators see only the records their Bitrix24 role allows. Nothing is created or linked automatically by opening the list.
To move a conversation that is already linked, use Change record next to the responsible person. It opens the same search as Link to record. Pick a lead, a deal or a contact and confirm.
- Only WASync's link changes. The old record keeps its history, and nothing in Bitrix24 is edited.
- New messages are logged on the new record.
- With Each number creates its own lead on, the link of that number is replaced, and the target must be a lead or a deal.
For when WASync creates leads on its own, see Leads from WhatsApp chats.
Quick replies with "/"
Quick replies are saved answers with a short command name, either for the whole team (Team) or personal (Mine). They work in WASync Chat and in the WhatsApp tab of the CRM.
Type / at the start of the message box or after a space. A picker opens with
every reply already filled in for the open customer. Keep typing to filter
(/cuo), choose with the arrow keys and press Enter or Tab to insert. A reply
is never sent by itself, so you can edit it first. Esc closes the picker. The
lightning button next to the box does the same for mouse and phone users.
Variables are filled in on the server when the reply is inserted:
| Variable | Filled with |
|---|---|
{{greeting}} | Good morning, Good afternoon or Good evening, in the customer's language and at the customer's local time. Both come from the country of the phone number (UTC when the country is unknown). |
{{contact.first_name}}, {{contact.name}} | The customer. |
{{me.first_name}}, {{me.name}} | The person sending. |
{{record.title}}, {{record.stage}}, {{record.responsible}} | The lead or deal linked to the conversation. |
{{crm.FIELD}} | Any CRM field of that lead or deal, for example {{crm.OPPORTUNITY}}. |
A reply can carry versions in other languages. The picker chooses the version that matches the country of the customer's phone number.
Manage replies on the Quick replies page (the lightning icon in the app menu), open to administrators and anyone with write access to Settings. It lists Team and Mine replies with add, edit and delete, language versions, how often and when each was used, and promote to team for a personal reply.
- Save as quick reply (menu on any message you sent) turns it into a reply, with the customer's name, the greeting and the record title replaced by variables.
- After you insert a reply, change it and send it, WASync asks whether to update the saved reply with your version.
Quick replies are not the canned responses of Bitrix24 Open Channels. Those live in the Contact Center and do not fill in CRM data.
Templates on Business API numbers
On a WhatsApp Business API number, a conversation outside the 24-hour window accepts only approved templates. The composer marks such a number as templates only (outside 24 h) and the template picker takes over.
Templates with an image, video or document header keep the file uploaded when they were created. Every send from WASync Chat uses it by default: the operator sees Template image preselected with a preview and can still change it before sending. For templates approved earlier, or created in Meta's own interface, Set default image in the template list sets the file once.
How to create and approve templates: WhatsApp Business API templates.
Long messages
On the WhatsApp Business API, a text over 4,096 characters is sent as several messages, in order, with the delivery ticks on each. In Bitrix24 the operator still sees the single original message. The limit is 10 messages (about 40,000 characters). Beyond that the operator is told the message is too long and nothing is sent.
Templates and file captions keep their own limits and are not split.
Sending from the right number
When a customer has written to two or more of your numbers, WASync Chat keeps one conversation with the whole history of that person. A small via +number badge marks messages that came through a number other than the one selected for replying.
The composer always shows the number a reply will go out from. With two or more numbers it becomes a picker (Send from number). It defaults to the number the customer wrote to last. A Business API number outside the 24-hour window is marked templates only.
Every send path follows the number you chose: text, files, templates, voice notes, notes, takeover, and the stage or responsible changes written to the CRM.
Chat Flows
How a Chat Flow starts, which CRM record it creates or binds to, who it assigns the record to, what happens when the customer goes quiet, and how the flow editor works.
Calls
How WhatsApp calls work in WASync and Bitrix24: where to turn them on, who is rung for an incoming call, answering in the Bitrix24 call card, calling a customer back, and what is logged.