Bitrix24

Publish to Bitrix24 with the Enterprise plan.

Requires a Bitrix24 account.

Publishing an AI assistant to Bitrix24 allows your audience to interact with the assistant—and subsequently with live reps—in a Bitrix24 thread.

Bitrix24 is a unique channel and integration in that it supports both human handoff to a live rep in ProtoAICX, or external handoff to another chat user within the Bitrix24 platform.

In the assistant's Publish tab, create a Bitrix24 channel or select an existing one from the table to open its settings.

Basic Settings

In the Basics accordion, the following options are available:

  • Name — the internal name of the channel, used to distinguish from any other Bitrix24 channels the assistant is published to.

  • Default chat language — the language used by the AI assistant at the start of a new chat. Available languages are set in the assistant's General settings.

  • Icon — the channel's avatar seen by live reps in the Inbox dashboard.

Press Save to confirm edits.

Connecting Bitrix24

In the Configuration accordion, a Bitrix24 address is required from your Bitrix24 account:

  1. Login to Bitrix24.

  2. Go to Settings > My Bitrix24 > Bitrix24 Address > Create address/Use own domain, and copy the address

  3. In Proto AICX, paste the address in the Bitrix24 address field and press Verify. A handler path and initial installation path will be generated.

  4. Back in your Bitrix24, go to Applications > Developer Resources > Common Use Cases > Other > Local Application, and configure the following:

    1. Select Server.

    2. Paste in the handler path and initial installation path from Proto.

  5. Press Save. An Application ID and Application key will be generated.

  6. In Proto AICX, paste these values into the respective Bitrix24 configuration fields, and press Save and Verify.

  7. Press Register to add the Bitrix24 AI chatbot.

How to Fix Verification Failed Error / Unable to Enable Bitrix24 Channel Error

  1. In Bitrix24, go to Applications > Developer Resources > Integrations, and check if your Local Application is successfully created.

  2. Press REINSTALL in the Local Application, and verify the channel again.

Open Channel Setup

If you already have an Open Channel in your Bitrix24 Live Chat, you can add the Local Application chatbot as the first support tier before transferring chats to a live rep. To do so:

  1. Go to your Open Channel and select CONFIGURE.

  2. Go to the Chat Bots tab and set the following:

    1. Toggle on Assign chat bot when a client enquiry is received.

    2. Select chat bot — select the chat bot created in your Local Application.

    3. Activate chat bot — select Each time a client starts conversation.

    4. Transfer conversation from bot to a live agent after — select any period of time.

    5. Disconnect chat bot — select after transferring the conversation to an agent.

  3. Press Save.

In your Open Channel Auto Actions tab, if Use CRM form to ask for contact information in the live chat is enabled, make sure Show form is set to Wait for customer's first message.

Using Bitrix24

After setting up your Open Channel, you can test chatting with the AI assistant through the Chat public link or the Open Channel in your Bitrix24 widget.

Identify Person in Bitrix24 Live Chat

To prevent your signed-in audience members from having to fill in a contact form, embed this JavaScript in the webpage that the Bitrix24 website widget is on:

<script type="text/javascript"> 
window.addEventListener('onBitrixLiveChat', function(event)
{
	var widget = event.detail.widget;

	// Settings external user authentication
	widget.setUserRegisterData({
		'hash': '12b42ebcec7e3c26a313272c26efddbd',
		'name': 'John',
		'lastName': 'Smith',
		'avatar': 'http://files.smith.com/images/avatar-john.jpg',
		'email': 'john@smith.com',
		'www': 'https://bitrix24.com',
		'gender': 'M',
		'position': 'Loyal Customer'
	});
	
});
</script>

This script is used to identify an existing User in your Bitrix24 organization. To identify a person in your Bitrix24 CRM Contacts, apply their email address to the position field.

Handoff Chats to Bitrix24

See the External Handoff action.

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