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Channels overview

What a channel is and how it works in AI Textura

Bitrix24

Another system connected through a webhook

amoCRM and Kommo

Connecting a CRM over OAuth

Notifications

Triggers and staff alerts

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How it works

Planfix is not a messenger. A customer writes to you on Telegram, WhatsApp, by email, or through a website chat, and Planfix turns the request into a task, storing the conversation in its comments. When a staff member replies with a comment, Planfix sends that reply back to the customer through the same channel. Your AI employee joins this flow as an ordinary Planfix staff member:
1

The customer writes

The message lands in a Planfix task as a new comment.
2

Planfix calls AI Textura

An automation scenario posts the comment to your channel’s webhook address.
3

The AI replies

AI Textura adds a reply comment to the task.
4

Planfix delivers the reply

The customer receives the answer where they wrote — Telegram, WhatsApp, or email.
You do not need to connect messengers separately. Every channel already configured in your Planfix becomes available to the AI employee through this single Planfix channel.

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What you will need

Setup takes three steps and about 15 minutes. The order matters: the webhook address appears only after the channel is saved, and you cannot configure the scenario without it.

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Step 1. Create an API token in Planfix

1

Open the API section

In Planfix go to Account management → API access → REST API.
2

Create a new key

Create a new API key and give it a clear name — for example, “AI Textura”.
3

Grant the scopes

The token needs at least these permissions:
4

Copy the token

Keep it somewhere temporary — you will need it in the next step.
The API token grants full access to your Planfix account. Do not send it over messengers or store it in shared documents. Once saved in AI Textura, the token is hidden and never displayed again.

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Step 2. Create the channel in AI Textura

1

Open the employee

Go to AI employees → pick an employee → the Channel tab → the Connect new sub-tab.
2

Choose Planfix

Find Planfix in the platform list and click Create.
3

Fill in the two required fields

  • Domain — the full account address including the zone: acc.planfix.ru. Pasting it with https:// is fine — the extra part is stripped automatically.
  • API token — the key from step 1.
4

Click «Connect»

The channel is saved and AI Textura generates a webhook address for it — unique and secret.
5

Copy the webhook address

Open the newly created channel under the Connected tab. In the Webhook URL field click the copy button. You will need this address in step 3.
The Webhook URL field stays empty until the channel is saved — that is expected. The address is generated once, when the channel is created, and never changes afterwards.
The webhook address is a password. Anyone who knows it can send messages to your AI employee on behalf of customers. Do not publish it.

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Step 3. Configure the automation scenario in Planfix

The scenario is what makes Planfix call AI Textura on every new customer message.
1

Open scenarios

In Planfix go to Account management → Automation scenarios and click New scenario.
2

Set the trigger

Event that starts the scenario — A comment was added and the task matches the conditions.
3

Set the conditions

Add two conditions and combine them as 1 AND 2:
  1. Comment author is a contact — so the bot replies only to the customer, not to comments from colleagues.
  2. Assignee = your bot staff member — so the bot only works on tasks it has been given.
4

Add the «Send HTTP request» action

Under Perform the following operations pick the Send HTTP request action and fill in:
  • Method — POST
  • URL — the webhook address copied in step 2
  • Type — application/json
  • Request content — switch to the AS PARAMETERS tab (not “As text”)
  • Authorization — No authorization
5

Add the parameters

Add six parameters. The names on the left must match exactly, letter for letter:
6

Save the scenario

Under Change notification leave Notify enabled and save.
Values are inserted through the Planfix variable picker, not typed by hand. In a Russian-language account the same fields look like {{Задача.Номер}}, {{Комментарий.Идентификатор}}, {{Комментарий.Текст}}, {{Задача.Постановщик.Номер}}, {{Задача.Постановщик.ФИО}} and {{Комментарий.Прикреплённые файлы.Идентификаторы}}.
For contactId pick the submitter’s Number, not their “Id”. The “Id” field returns a different, internal number — with it the reply will never reach the customer’s messenger.
To make every new task reach the AI immediately, set the bot staff member as the default assignee in the task template. Otherwise the assignee has to be set by hand, and until then the scenario will not fire.

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Extra fields: task context

Beyond the six required parameters you can pass the AI employee any task fields — city, contract number, plan, subject of the request. It receives them together with the message and takes them into account when replying. Add more rows to the same parameter list. You choose the name yourself, and that name becomes the label the AI sees:
Name the parameters in plain language — the AI reads exactly these labels. Contract number is clearer than contract_no.
Limits: no more than 15 extra fields, names up to 60 characters, values up to 300 characters. Empty fields are not sent.

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Channel settings

Open the channel under the Connected tab to change its settings.

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Note mode

Turn on “Send reply as a note” when you want to review what the AI says before customers see it. Replies appear in the task as hidden comments — marked with a lock and visible only to your staff.
A convenient way to break in a new employee on real requests with no risk. Once you are happy with the replies, switch the toggle off and the AI starts answering customers directly.

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Handover to an operator

With “Allow handover to an operator” enabled, the AI can call a live staff member itself. It happens like this:
  1. The AI tells the customer it is bringing in a colleague.
  2. A hidden note with a short summary of the conversation is added to the task — so the staff member does not have to reread the whole thread.
  3. The task is reassigned to whoever is set in “Assign to”.
  4. The bot goes quiet — the scenario stops firing, because it is no longer the assignee.

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When to hand over

The “When to hand over to an operator” field is written in plain words, with no special syntax. For example:
Leave it empty and the standard cases apply: the customer explicitly asks for a human, the AI cannot resolve the question, or the topic is a refund or a complaint.
Handover is off by default — turn it on deliberately. If “Assign to” is empty, the task ends up with no assignee at all: the bot leaves it, but no specific person is put in its place.

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Attachments

When the scenario passes the fileIds parameter, the AI employee receives the files the customer attached to the comment:
Up to 3 files per comment are processed, each up to 15 MB.

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Check that it works

1

Create a task

In Planfix create a task and set the bot staff member as its assignee.
2

Write as a customer

Add a comment from a contact — or ask a customer to write into a connected channel.
3

Wait for the reply

Within a few seconds a comment from the AI employee appears in the task.
4

Confirm delivery

Make sure the reply reached the customer in their messenger — unless note mode is on, of course.

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Frequently asked questions

That is by design. The token grants full access to your Planfix account, so we never show it again after saving — not even to you. The channel still works: the token is stored and used. Fill the field in only if you want to replace the key with a new one.
The list of staff comes from Planfix, and the request needs a token — which, as described above, is not shown in the form. Paste the token into the field again, the list will load, then pick a staff member and save.
In order: (1) the task assignee is the bot staff member named in the scenario conditions; (2) the comment was written by a contact, not a staff member — comments from colleagues are ignored on purpose; (3) the scenario is enabled and the action points at the correct webhook address; (4) the channel is active in AI Textura and the employee’s status is “Active”; (5) the employee’s working hours allow it to reply right now.
The token is missing permissions. Go back to Account management → API access and grant the key all six scopes: comment_add, contact_readonly, file_add, file_readonly, task_update, user_readonly.
Almost always the contactId parameter is at fault: the scenario uses “Id” instead of “Number”. Switch the value to the submitter’s Number. The other possibility is that “Send reply as a note” is on — then the reply is visible only to staff.
No. First, the scenario condition “comment author is a contact” filters out the bot’s own comments. Second, Planfix does not fire scenarios for comments added through the API. Third, AI Textura discards repeats by comment id. Three independent safeguards.
Yes. Each account is a separate channel with its own domain, token, and webhook address. Remember the rule: one channel is bound to one AI employee.
A disabled channel stops accepting messages — Planfix keeps sending requests, but no replies come back. If you need to hand conversations back to live staff temporarily, switch off the AI employee rather than the channel: that way the conversation history is preserved.