Incoming WhatsApp calls can ring right in your Bitrix24 telephony. An employee picks up in Bitrix24 like any regular call, the conversation is recorded, and a new customer becomes a lead right away. Bitrix24 connects to our server as a "cloud PBX", so you do not need to install a separate app.
What you need in advance
- A WhatsApp Business API line in WazzaBee. WhatsApp calls work only on the official API.
- Calls enabled on this line: the "Calls" → "Settings" section, the toggle next to the line.
- Administrator rights in Bitrix24 to add a connection in telephony.
Step 1. Get the details in your WazzaBee account
- Open "Calls" → "Settings".
- Next to the line you need, click "Configure".
- In the "Calls in Bitrix24" block, click "Connect Bitrix24".
- Three rows will appear: server address, login and password. Each one has a "Copy" button.
Step 2. Add a cloud PBX in Bitrix24
- In Bitrix24, open "Telephony" → "Connect".
- Choose "Cloud PBX" and click "Connect cloud PBX" in the top right corner.
- Any connection name works, for example "WhatsApp".
- Paste the details from your account into the "Server address", "Login" and "Password" fields. Leave the other fields empty.
- Click "Save". Bitrix24 will show the status «В обработке» (Processing) and connect to the server within a couple of minutes.
- In the settings of the new connection in Bitrix24, choose which employees should receive calls.
Important. Browsers sometimes autofill a saved number into the "Authorization user name" field and their own password into the "Password" field. Before saving, check that the "Authorization user name" field is empty and the password matches the one from your account. Otherwise Bitrix24 will not connect.
Step 3. Choose where to receive calls
The same block of your account has a "Where to receive calls" setting:
| Mode | How it works |
|---|---|
| "WazzaBee account only" | The call goes to employees in the account, as before. Bitrix24 does not ring. |
| "Bitrix24 only" | The call goes to Bitrix24 telephony. If Bitrix24 is not connected to the server at that moment, the call automatically goes to employees in the account and is not lost. |
| "Both the account and Bitrix24" | Rings everywhere at once, and whoever picks up first takes the call. |
Right after connecting, the mode is set to "Bitrix24 only". You can change it at any time.
How to check
Call the line number via WhatsApp from another phone. The call should appear in Bitrix24 for the selected employees. In the "Calls" section of your account, such a conversation is labeled "Bitrix24".
What it costs in Bitrix24
Under Bitrix24 rules, incoming calls through a cloud PBX do not require a paid SIP connector license. A Bitrix24 license is needed only for outgoing calls through a cloud PBX. Right now WhatsApp calls in Bitrix24 work for incoming calls.
How to disconnect
In your account, open "Calls" → "Settings" → "Configure" next to the line and click "Disconnect Bitrix24". Calls will go to employees in the account again. After that, you can delete the connection in Bitrix24.
FAQ
Do calls work without WhatsApp Business API?
No. WhatsApp calls are available only on the official API. If you still use the regular WhatsApp app, first connect your number to WhatsApp Business API, which takes 15 minutes.
Bitrix24 does not connect, the status does not change
Check that the server address, login and password are pasted without spaces and that the "Authorization user name" field is empty. If everything is correct but the status has not changed for more than 10 minutes, contact support.
Can I connect several lines to one Bitrix24?
Yes. Each line has its own details in the account. In Bitrix24, add a separate connection for each line.