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Customers write in WhatsApp, Telegram, Avito, and your website chat, and your managers sort it all out in Bitrix24 Open Channels. The Bitrix24 channel routes those same messages to your AI Employee: it replies right in the Open Channel, conversations and cards stay where they are, and nobody has to learn a new interface.

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What you need

  • Bitrix24 portal administrator rights: only an administrator can access webhooks and Open Channel settings.
  • At least one channel connected in the Bitrix24 Contact Center, such as Telegram, WhatsApp, Avito, or website live chat. Your AI Employee hears the customer through the Open Channel, not directly.

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Connection

1

Create a webhook in Bitrix24

Open Applications → Developer resources → Other → Inbound webhook. In the Permissions block, select: CRM (crm), Drive (disk), Chatbot creation and management (imbot), Chat and notifications (im), Users (user), Tasks (task), Open Channels (imopenlines).
Creating an inbound webhook in Bitrix24: the URL field and the Permissions block with seven permissions selected
Click Create and copy the Webhook to call REST API, an address like https://your-portal.bitrix24.ru/rest/1/abcdef0123456/.
2

Go back to AI TEXTURA and connect the channel

Open the AI Employee → Channel tab → Connect New → Bitrix24. Enter a Channel Name (only you see it), paste the webhook address into the Webhook URL field, and click Create.
The Add Channel panel with the Bitrix24 platform: channel name, Webhook URL field, and message buffer settings
The channel appears on the Connected tab, and the platform creates a chatbot in Bitrix24: you can see its number in the bot_id field inside the channel.
3

Go back to Bitrix24 and assign the chatbot

Until the chatbot is assigned as the responsible person, messages from the Open Channel don’t reach your AI Employee.Open the Contact Center and select the channel where the AI Employee should reply, such as Telegram, WhatsApp, or website live chat.
Bitrix24 Contact Center: channel tiles for telephony, website widget and form, live chat, WhatsApp, Telegram, VK
In the channel settings, open the Chatbots section, turn on Assign chatbot as responsible person when a customer makes contact, and select the bot that appeared after you connected the channel.
Open Channel settings in Bitrix24, Chatbots section: the checkbox for assigning the bot as responsible and the bot selection list
Save the Open Channel settings.
4

Go back to AI TEXTURA and configure the channel

Open the channel by clicking it on the Connected tab and go through the settings: pipeline filter, operator involvement, message buffer, Co-Pilot mode.

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Test it

Write to the connected channel as a customer, for example to the Telegram bot set up in this Open Channel. Your AI Employee replies in the same chat, and the conversation appears in Chats.

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Channel settings

The defaults don’t suit every portal, so go through the settings right away. Pipeline Filter narrows the scope. While nothing is selected, the AI Employee replies to all deals. Select one pipeline, and it works only there, leaving your cold leads or post-sale support alone.
The Pipeline Filter block with the hint: if nothing is selected, the AI replies to all deals
Connect Operators in Parallel adds the selected managers to the conversation after the AI Employee replies, so they can see the conversation and step in. The Forced toggle adds them on every incoming message without waiting for a reply.
The Connect Operators in Parallel and Forced toggles in the channel settings
Message Buffer makes the AI Employee wait before replying, since customers often split one thought into several messages. The default Buffer Time is 8 seconds; in Open Channels, set it longer, up to 120 seconds, because messages arrive with a delay. History Auto-Cleanup deletes the conversation on a schedule.
Auto-cleanup deletes messages permanently.

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Co-Pilot mode

The Co-Pilot Mode toggle: the AI replies with notes for the manager instead of messages to the customer
With Co-Pilot on, the AI Employee sends nothing to the customer. Instead, it writes its reply as a note for the manager, who reads the suggestion, edits it as they see fit, and sends it themselves. This is the best way to roll out an AI Employee in a live sales team: for a week it writes notes, you review what it suggests and refine the Persona, and only then do you let it talk to customers.

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Actions in Bitrix24

The channel only brings in messages: it doesn’t create deals or leads, set tasks, or assign responsible persons. The Bitrix24 talent does all that: how to connect it.

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FAQ

The Basic plan is enough: you need Open Channels and the Developer resources section with inbound webhooks, and both are included in Basic.
Open Channels pass attachments as links, and how a file looks in the portal depends on the message source. Test it on your setup: send a test photo from WhatsApp, Telegram, and the website widget.

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Notifications in Bitrix24

You can receive alerts that a customer is asking for a manager in the portal chat, sent to specific employees, instead of in Telegram. Set this up on the Notifications page.

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What’s next

Talents

Deals, tasks, and responsible persons handled by your AI Employee

amoCRM

The same setup for amoCRM

Notifications

An alert for you when a customer asks for a human

Channels

All the ways to connect customers to your AI Employee