Bitrix24
Last updated
Last updated
Bitrix24 is one of the most popular CRM systems. Suvvy is integrated with it and can:
Respond to client messages (the channel the message came from does not matter)
Move a deal through the pipeline, specifically changing pipelines and statuses within it
Retrieve information from deal and contact fields
Fill in deal fields with information obtained from the client's dialogue
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.
If you are using the old connection option (not via Marketplace), see the instructions .
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.
Go to the CRM menu --> Add-ons (on the top panel) --> Messengers:
Select the channel you are using and select "Open Channel" in it:
In the "Channel Setup" section, click CONFIGURE:
In the menu that opens, select the Chat Bots section.
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.
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.
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:
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.
If no pipeline or statuses are selected, the bot will respond to all of them by default.
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!
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.
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.
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.
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.
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.
Information from Contacts block is filled in the same way as in the previous section.
To change the bot name in responses to the client, use the Chatbot open lines:
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:
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 - here you can select the funnel and the status to which the current deal status will change when this knowledge base file is triggered.
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.
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.
The full description can be found on the
