# Bitrix24 **Bitrix24** is one of the most popular CRM systems. Suvvy is integrated with it and can: 1. Respond to client messages (the channel the message came from does not matter) 2. Move a deal through the pipeline, specifically changing pipelines and statuses within it 3. Retrieve information from deal and contact fields 4. Fill in deal fields with information obtained from the client's dialogue ## Connection on the Bitrix24 marketplace side First of all, to work with this integration, you need to have a registered **Bitrix24** account. Then, inside B24, you need to go to the marketplace and find the **Suvvy** widget there. After connecting inside **Bitrix24**, you need to connect to your **Suvvy** account in order to link your **Bitrix** and **Suvvy** accounts to each other. After that, inside Suvvy, you will be able to select a **Bitrix** account and further settings. {% hint style="warning" %} If you are using the old connection option (not via Marketplace), see the instructions [here](/en/channels/crm-systems/bitriks24-webhooks.md). {% endhint %} ## Connection on Suvvy's side To connect Suvvy to Bitrix24, you need to go to the **Channels** section within the bot and enter the **Bitrix24** channel:
Below is a description of the new/current connection option to **Bitrix24:** The window that opens describes the step-by-step procedure for connecting the bot:
You need to select the required Bitrix24 account and click the **Connect** button. ## Connecting Suvvy to the working channel on the Bitrix24 side 1. Go to the **CRM** menu --> **Add-ons** (on the top panel) --> **Messengers**:
2. Select the **channel** you are using and select "**Open Channel**" in it:
3. In the "Channel Setup" section, click **CONFIGURE**:
4. In the menu that opens, select the Chat Bots section. 5. We put a **checkbox** next to "**Assign chat bot when a client enquiry is received**":
Select the created **Chat Bot** and its behavior settings according to the image below. Click "**SAVE**":
**Activate chat bot** **—** if you want the bot to pick up the conversation immediately, we recommend setting "Each time a client starts conversation". **Transfer conversation from bot to a live agent after —** you can set any time, but if you want the manager to receive information about the conversation as quickly as possible, it is better to set 1 minute. **When to disconnect the chat bot —** here we always recommend setting After the conversation is completed, otherwise, when the conversation goes to the manager, even before it is connected to the conversation, the bot will stop responding. ## Parameters
**Bot answer:** On / Off - this setting is responsible, as the name suggests, for whether the bot will respond to incoming messages or not. Sometimes it happens that after connecting, it is necessary to stop the bot for a while, here this switch allows you to do this. **Resume the dialog for new chats:** Bitrix24 has such a feature that each chat can be closed based on the results of a dialogue with a client. And since the dialogue interruption setting is often set if an employee intervenes, then when opening a new dialogue, the bot might not respond due to the fact that the dialogue with this client had previously been interrupted by an employee. This setting allows you to start a dialogue on behalf of the bot again for new dialogues, even if it was previously interrupted by an employee. **Mark the dialogue unread after the answer of the bot** - in order not to lose the dialogues in which the bot communicates, you can set this parameter, and in Bitrix they will be marked as unread. ## Setting up Pipelines and Statuses ### Deals/Leads mode of operation Bitrix24 has 2 modes of operation within the client pipeline: Classic (leads + deals) and simplified (deals only). Description of the difference in operation from the Bitrix24 website:
The full description can be found on the [Bitrix24 website.](https://helpdesk.bitrix24.com/open/24207198/) Since there are technical limitations, on the **Suvvy** side you can set the selection for **Leads** or **Deals**. Each of them can have its own funnels and statuses, so, unfortunately, you can only select the selection by status separately, either for **Leads** or for **Deals**:
Next, after selecting a specific mode, on the first tab **pipeline** and **statuses**, you can specify in which **pipeline** and which **statuses** the bot will respond, and in which it will not. {% hint style="warning" %} If no **pipeline** or **statuses** are selected, the bot will respond to all of them by default. {% endhint %}
{% hint style="success" %} In the case when you need to make several bots for different funnels in terms of leads or deals - this is possible, one for leads, one for deals, etc. For example, one does the qualification, the second answers questions about the order (for example, looks at the table with the order status). **But in Bitrix24 - this will be one chat bot!** {% endhint %} ### **Filling deals**
The **Filling deal** section is responsible for filling out the deal fields. **Allow the bot to fill in a deal** card is another switch that turns on the function itself. Since any such actions inevitably increase the cost of the dialogue, since all information about these planned actions is transferred to the model, this switch is off by default. {% hint style="success" %} **Important!** If you have specified fields for the bot to fill in so that it understands that it needs to fill out a card, write the following text in the general instructions: `Fill out the client card as you receive responses from him.` {% endhint %} {% hint style="warning" %} **Important!** Do not select many fields, select only the most necessary ones, because each field is tokens that will be passed to the model and increase the cost of the dialogue. {% endhint %} ### **Information from deal**
The **Information from deal** section allows Suvvy to know the values ​​of selected fields from a deal. This can be useful when Suvvy needs to understand the context of a deal and some data about it in order to use that information in the context of a conversation. In this case, there is no need to indicate anything additional in the general instructions, because it is filled in automatically when you select these fields. {% hint style="warning" %} **Important!** Do not select many fields, select only the most necessary ones, because each field is tokens that will be passed to the model and increase the cost of the dialogue. {% endhint %} **Information from Contacts** block is filled in the same way as in the previous section. ### **Change bot name** To change the bot name in responses to the client, use the **Chatbot open lines:**
### **"Co-pilot" mode** The **"co-pilot"** mode allows you to respond to Suvvy within a deal as comments, not final responses. This can be useful at the stage of setting up and checking the bot's operation, when you want to make sure that the connection works and watch for some time the correctness of its responses. This mode is enabled on the corresponding tab:
## **Scenarios of Actions in the Bitrix24** After connecting Bitrix24 and Suvvy, an additional tab **Actions in the Bitrix24** appears inside **the** **knowledge base** **files**. This section contains **three blocks**. ### **Status change** **Status change** - here you can select the funnel and the status to which the current deal status will change when this knowledge base file is triggered.
### **Creating summary** Suvvy can create a short **summary** (retelling) of the dialogue in the comment to the deal. This allows the connected manager to immediately understand what happened while the bot was communicating.
> Although the file call itself for **generating a summary** can occur according to more complex scenarios, for example, you can make a file call not immediately, but after a specified time, using the **follow-up** mechanism. For example, if the client has not responded within 15 minutes, a follow-up is launched, which calls the knowledge base file, which specifies the creation of a summary on the **Bitrix24** side. You can read more about the **follow-up** mechanism in the corresponding article. ### **Change of responsibility** This setting is used to change the person responsible within the Bitrix24 dialogue.
**Exiting a chatbot from a chat room** — chatbot Suvvy exits the dialog. The dialog appears in the Contact Center, where any manager can pick it up. **Switch the dialog to a free operator —** Suvvy assigns a new person responsible for the dialog. The assignment occurs according to the queue settings in Open Lines. ## Connection in a multi-agent scheme How to properly configure the work of bots in the case of using multi-agency in the[ **Switch Active Bot**](/en/workflows/multiagentnost/pereklyuchenie-aktivnogo-bota.md) mode. *The correct connection is as follows:* * **Admin bot** — channel is connected, responses are enabled, additional functions are disabled (filling in the fields, etc.) * **The bot we switch to** — channel is connected, answers are switched off, additional functions are switched on --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.suvvy.ai/en/channels/crm-systems/bitrix24.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.