Bitrix24: client conversations in your Open Lines

IntegraceAktualizováno 21. října 2026Video 1:03

Tento návod je zatím v angličtině.

Connect your Bitrix24 portal, and the assistant’s conversations with clients go to your portal’s Open Lines: the client’s messages and the assistant’s replies in one Open Line chat. A manager can reply to the client right from Bitrix24. The reply goes to the channel the client wrote from, such as WhatsApp, Instagram or Telegram, and the assistant goes quiet in that conversation.

Where to find it

Open the AI Agent section, choose App Directory and search for Bitrix24. The card has two tabs: Overview and Open Lines. Under the name, you can see whether a portal is connected.

How to connect

Open the Open Lines tab.
Pick the agent’s tab. Each agent has its own Open Line: this agent’s messages go only there.
In Connect your Bitrix24 portal, enter your portal address, for example company.bitrix24.com.
Click Connect Bitrix24. Your portal opens: confirm access there.
The portal brings you back to the Open Lines tab. In Bind to an Open Line, choose a line on your portal and click Connect to line.

There are no app keys or webhooks to enter: access is confirmed on the portal itself. You can also connect another way: install the Solwees app from the Bitrix24 Market.

If your portal has no Open Lines yet, create one in the Bitrix24 Contact Center, then choose it in Solwees.

How it works

What happens	Where you see it
A client writes, the assistant replies	The whole conversation is in the Open Line chat. The assistant’s replies, your replies from Solwees and broadcasts are marked, so they aren’t mixed up with the client’s messages
A manager replies in the Open Line	The reply goes to the client’s channel. The conversation in Solwees switches to Admin mode: the assistant stays quiet in it
A new inquiry	The Open Line creates a deal or a lead in Bitrix24 CRM, as set up in the line

To let the assistant reply in that conversation again, open it in Chats and click AI in the chat header.

Channels without an agent

If some channels are handled only by managers, open the No agent tab. Choose a channel or All other channels: conversations from these channels go to their own line, and the assistant doesn’t reply there.

What appears after connecting

The Open Lines tab shows CRM settings:

What the line creates: deals or leads.
Deal from a broadcast: create it right away or after the client replies.
Pipeline and Deal stages: which stages the deal moves to as the conversation goes on. The map fills in by itself from the stage names, and you can adjust it.
AI is silent on stages: while a deal is in a marked stage, the assistant doesn’t reply.
The Disconnect Bitrix24 button.

Tips

Connect the portal from the right agent’s tab: the line is tied to that agent.
If you need deals, check that automatic deal creation is on in the line’s settings on your portal.
If you change a client’s name in Bitrix24, it updates in Solwees too.

FAQ

Do I need to create an app or a webhook in Bitrix24?

No. Enter the portal address and confirm access on the portal itself.

Can one portal be connected to two Solwees workspaces?

No, a portal connects to one workspace only. To move it, first click Disconnect Bitrix24 in the old workspace.

What happens if I disconnect Bitrix24?

Solwees stops receiving and sending this portal’s Open Line messages, and the line settings are deleted. The app stays on the portal, so you can connect it again.

The connection didn’t go through. What now?

The reason shows under the portal address: for example, access wasn’t confirmed on the portal, or the portal is already connected to another workspace. Click Connect Bitrix24 again, or disconnect the portal in the other workspace.

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What Bitrix24 gives you and where to find it

With Bitrix24, the assistant's conversations with clients show up in your portal's Open Lines. A manager can reply from there, and the assistant goes quiet in that conversation. Open the AI Agent section and choose App Directory.

The Bitrix24 card and the Open Lines tab

Search for Bitrix24 and open its card. Under the name, you can see whether a portal is connected. Go to the Open Lines tab. Each agent has its own line, so pick the agent's tab first.

Connecting the portal and picking a line

Enter your portal address and click Connect Bitrix24. Your portal opens: confirm access there. There are no keys or webhooks to enter. The portal brings you back here, and all that's left is to pick the Open Line for the agent.