Customer Contact Center

The idea behind universal contact center in Bitrix24 is simple. It doesn’t matter which communication channels your customers use – email, telephone, social media, instant messenger, web form, website live chat – Bitrix24 supports them all, saving the entire history of client interactions over time in one place.

What are open channels?

Open channels connect popular social networks and messaging platforms, such as Facebook, Skype, Instagram, Viber, Telegram, Slack and others to your Bitrix24 account. Messages are sent by your clients from these platforms, answered by your employees inside Bitrix24 and relayed back. All messages are logged and saved inside Bitrix24 CRM. Open channels support intelligent routing, queuing, rules, canned replies, bots and can be integrated with website live chat and Bitrix24.Network.

Queueing and routing

• Separate queue for each open channel
• Intelligent routing (existing clients connected to their account managers)
• Conversation transfers from one agent to another
• Wait time rules
• Whisper mode (chat between employees invisible to clients)
• Canned responses
• Chat bot and AI support
• Web or mobile

Website live chat

• Free for 12 agents
• Easily embeddable (HTML code)
• Customizable appearance
• All features of open channels
• Adaptable design
• After hours form
• Hosted live chat if you don’t have a website

CRM web forms

• Hosted or embedded
• Any form type (contact, feedback, support, order forms)
• Product catalog
• Online payments
• Fully customizable
• Post submit redirects

Bots and AI

• REST API available
• Own or third party bots
• Microsoft Bot Framework support
• Public and private bots (Bitrix24 Marketplace)
• Natural language processing
• Virtual assistant
• Bot to live agent transfer rules

Omni-channel customer service

• Email
• Call center
• Live chat
• Social media
• Messengers
• Web forms

You can use full set of emojis provided by Emojione in Bitrix24 Open Channels.