How to Connect WhatsApp to Bitrix24 with WASync

This is the practical guide to connecting WhatsApp to Bitrix24 with WASync — from installing the app in your portal to sending the first message, and everything you can build on top once messages are flowing. WASync is a Bitrix24 Marketplace app that mirrors WhatsApp into Open Lines and the CRM, so every conversation sits on the lead, deal, contact and company it belongs to.

If you only want the short version of "QR versus the official API", read our connection overview first. This post is the full walkthrough.

Install WASync from the Bitrix24 Market

You install WASync like any other Marketplace app:

Open your Bitrix24 portal as an administrator.
Go to Market (Applications) in the left menu.
Search for WASync and open the listing.
Click Install, then grant the requested permissions and confirm.

WASync then appears in the left sidebar of your portal. The first time you open it, it registers itself against your portal and prepares the Contact Center connector — there is nothing to configure on a server, because WASync runs as a hosted application. Any Bitrix24 plan works, including Free, but you do need admin rights to install the app and to create connections later.

Choose how to connect: QR (WAPP) or the official API (WABA)

WASync gives you two ways to connect a number, and you can mix them freely inside the same portal. The right choice depends on whether you want to be live in minutes with an existing number, or run official, template-driven messaging at scale.

WhatsApp QR (WAPP), from €15/month per connection. You link an existing WhatsApp number by scanning a QR code, exactly the way WhatsApp Web works. It pairs as a Linked Device, so there is no number migration and no approval step — the connection is live in seconds. The trade-off is that the phone holding that number has to stay online, and there is no Meta template layer.

Official WhatsApp Business API (WABA), from €25/month per connection. You connect a number on Meta's Cloud API by signing in with Facebook (Embedded Signup). This gives you Meta-approved message templates, the ability to start conversations proactively, and messaging that does not depend on a phone staying online. It suits outbound notifications, reminders and larger teams.

Both routes put every message on the lead and deal, and both include AI replies — the difference is the connection type, not the feature set. See the current numbers on the pricing page; each connection starts with a 7-day free trial, no card required.

Create your first connection

Open WASync from the sidebar and go to Connections → Add Connection. Give the connection a clear name — "Sales WhatsApp", "Support Line", "Chișinău office" — because that name is what your team and your permission rules refer to later. Then pick the connection type.

For a QR connection, choose the Open Line to link the number to, and a QR code appears. On the phone that owns the number, open WhatsApp → Settings → Linked Devices → Link a Device and scan the code. Within a few seconds the status changes to Connected and messages flow both ways.

For an official API connection, click through the Facebook sign-in flow. You select (or create) the Meta WhatsApp Business Account and phone number, and WASync wires it up. On this route WASync creates and binds an Open Line automatically so incoming messages have somewhere to land from the very first message — one of the most common setup mistakes on official numbers is a connector with no line behind it, and WASync removes that step.

Route conversations through Open Lines

WASync works through Bitrix24 Open Lines (Contact Center), which is what turns a WhatsApp chat into a trackable CRM item with an owner, a timer and a history. To check the wiring, go to Contact Center → Open Lines in Bitrix24, open the line you linked, and confirm WASync is listed as a connected channel.

In the Open Line itself — not in WASync — you configure the behaviour that Bitrix24 owns:

Queue and routing — which employees receive chats, and how they are distributed.
Working hours — when the line is staffed.
Auto-messages — greeting, away and agent-closing messages.
Automatic session close — when to end inactive conversations.

Keeping this in Bitrix24 means WhatsApp behaves like every other channel your Contact Center already handles, and reporting stays in one place.

Work from the CRM widget

Every connection also surfaces a WhatsApp widget directly on the CRM entity. Open a Lead, Deal, Contact or Company and the WASync tab is there. When the record has a phone number, WASync checks whether that number is on WhatsApp and loads the conversation, so an agent can reply without leaving the card.

From the widget your team can:

Send text, and send multiple files at once — images, PDFs and documents, audio and video.
Record and send voice notes straight from the CRM.
See message status and the full history for that contact.
Use saved quick replies for common answers.

Because the widget reads and writes the same conversation as Open Lines, an agent can pick a chat up in either place and nothing is lost.

Give each team only the numbers they need

Once you run more than one number, permissions matter. In WASync, access is per connection: an admin opens the Staff page, finds an employee, and chooses exactly which connections that person can see and use. Sales never sees the support line, a regional agent only works their own number, and several teammates can share one number through Open Lines without colliding. Revoking a departing employee's access is instant, and any automation attached to a number only ever touches that number's conversations.

Automate: robots, Chat Flows and AI

Messages flowing is the foundation; the value is in what you build on top.

Workflow robots. WASync registers Bitrix24 automation robots so a stage change on a lead or deal can send WhatsApp automatically. On an official-API connection you can send a Meta-approved template from a robot and map each template variable to a CRM field, so the customer's name or order detail fills in on its own.

Chat Flows. For inbound qualification, WASync includes a visual Chat Flows builder. You drag Question, Message, Router, Set Field and Escalate blocks onto a canvas to ask a new lead what they need, branch on the answer, write replies straight into Bitrix24 fields, move the deal to the right stage, and hand off to a human when needed. A built-in preview simulator lets you test the whole path before it ever messages a real customer.

AI automations. WASync attaches an AI robot to any Bitrix24 lead or deal workflow that drafts a personalised WhatsApp reply from live CRM data — lead source, deal stage, contact name, custom fields. You bring your own provider key (OpenAI, Anthropic, Google or DeepSeek), set a backup model in case the primary is rate-limited, and choose whether messages send automatically or wait for a person to approve them. For the discipline behind all of this, see our WhatsApp automation best practices.

Group chats

WASync can also bridge WhatsApp group chats into Bitrix24, so a group conversation becomes a channel your team follows and replies to from the CRM rather than from a personal phone. It is handled through the same Open Lines model, which keeps group and one-to-one messaging in one consistent inbox — useful when a shared project or supplier group needs to stay on the record instead of on one employee's device.

When messages don't arrive

If something isn't flowing, work through the obvious causes first:

Connection status. On the Connections page the connection should read Connected. If it shows Disconnected, click Restart — on a QR connection a fresh QR appears to re-scan; keep WhatsApp active on the phone, since WhatsApp drops linked devices after long inactivity.
The Open Line exists and is active. A missing or inactive line is the classic reason incoming messages seem to vanish. Confirm the connector is attached in Contact Center.
The number and country code. Outbound needs the recipient's full number with country code.
Blocking. A contact you blocked on the official API produces no incoming webhook at all — silent, with no error. If exactly one person "went quiet", check the block list before changing anything.

A restart clears the large majority of transient issues on both connection types. If a connection keeps dropping, confirm the phone still has the WASync session listed under Linked Devices and a stable internet connection, and that no one has logged the number out of WhatsApp elsewhere.

Where to go next

You now have WhatsApp connected, routed through Open Lines, visible on every CRM record, scoped by permissions, and ready for automation. To see the full feature set, browse what WASync does; to compare it against another Bitrix24 WhatsApp tool, read WASync vs Wazzup. Every connection starts with a free 7-day trial, so the fastest way to understand the setup is to install WASync from the Marketplace and connect one number.

Questions? Email [email protected] or use the contact form — we reply within one business day.