User Guide: Connect WhatsApp to Bitrix24 with WASync

This guide walks you through the complete setup process — from installing the WASync app in your Bitrix24 portal to sending your first WhatsApp message from the CRM.

What is WASync?

WASync connects your WhatsApp number to Bitrix24 CRM through Open Lines. Once connected, your team can:

• Receive WhatsApp messages directly in Bitrix24 Open Lines
• Reply from Bitrix24 — messages are delivered to WhatsApp
• Send WhatsApp messages from CRM deals using the built-in widget
• Automate messaging with business process robots (send WhatsApp from deal/lead workflows)
• Manage multiple WhatsApp numbers from one Bitrix24 portal

Prerequisites

Before you begin, make sure you have:

1. A Bitrix24 portal (any plan — Free, Basic, Standard, or Professional)
2. Administrator access to your Bitrix24 portal
3. A phone number with WhatsApp (personal or WhatsApp Business app)
4. A smartphone with WhatsApp installed (for scanning the QR code)

Step 1: Install WASync in Bitrix24

1. Open your Bitrix24 portal
2. Go to Market (Applications)
3. Search for "WASync"
4. Click Install
5. Grant the requested permissions and confirm

After installation, WASync will appear in your Bitrix24 left sidebar menu.

Step 2: Create a WhatsApp Connection

1. Open WASync from the Bitrix24 sidebar
2. Go to the Connections page
3. Click "Add Connection"
4. Enter a name for this connection (e.g., "Sales WhatsApp", "Support Line")
5. Select the Open Line you want to link this WhatsApp number to
6. Click Create

A QR code will appear on screen.

Scan the QR Code

1. Open WhatsApp on your phone
2. Go to Settings > Linked Devices > Link a Device
3. Scan the QR code displayed in WASync
4. Wait a few seconds — the status will change to "Connected"

Your WhatsApp number is now linked to Bitrix24!

Tip: You get a 7-day free trial for each new connection. No credit card required.

Step 3: Configure Open Lines

WASync works through Bitrix24 Open Lines. When a WhatsApp message arrives, it creates a conversation in your Open Lines channel.

Verify the Connection

1. Go to Contact Center > Open Lines in Bitrix24
2. Find the Open Line you selected during connection setup
3. You should see WASync listed as a connected channel

Open Line Settings

In Bitrix24 Open Lines settings, you can configure:

• Working hours — when your team is available
• Auto-responses — greeting messages, away messages
• Queue — which employees receive incoming messages
• Routing — how conversations are distributed among team members
• Auto-close — automatically close inactive conversations

These settings are managed in Bitrix24, not in WASync.

Step 4: Send and Receive Messages

Receiving Messages

When someone sends a WhatsApp message to your connected number:

1. The message appears in Bitrix24 Open Lines
2. It's assigned to an available team member based on your routing rules
3. The team member can reply directly from Bitrix24
4. The reply is delivered to WhatsApp

Sending from CRM Deals

WASync adds a WhatsApp widget in every CRM deal:

1. Open any Deal in Bitrix24
2. Click the WASync tab in the deal
3. If the contact has a phone number, WASync will find their WhatsApp
4. Type your message and click Send
5. You can also attach files (images, documents, videos)

Sending Files

The widget supports sending multiple files at once:

• Images (JPG, PNG, GIF, WebP)
• Documents (PDF, DOC, DOCX, XLS, XLSX)
• Audio files (MP3, OGG, AAC)
• Video files (MP4, MOV)

Simply click the attachment icon, select one or more files, and send.

Step 5: Set Up Staff Permissions

As an administrator, you can control which employees have access to each WhatsApp connection.

1. Open WASync > Staff page
2. Search for an employee by name, email, or phone
3. Click Edit Permissions
4. Select which connections the employee can use
5. Save

Employees without permissions will see a restricted view in the CRM widget.

Step 6: Automate with Robots

WASync registers a "Send WhatsApp Message" robot that you can use in Bitrix24 business processes.

Add the Robot to a Workflow

1. Go to CRM > Deals > Robots (automation rules)
2. Click Add Robot
3. Find "Send WhatsApp Message" under WASync
4. Configure the robot:
   • Connection: Select which WhatsApp number to send from
   • Phone field: Choose the CRM field containing the recipient's phone number
   • Message: Write the message text (supports CRM field variables like {Contact Name}, {Deal Title})
5. Save the robot

The robot will automatically send WhatsApp messages when deals reach the configured stage.

Managing Connections

Check Connection Status

On the Connections page, each connection shows:

• Status: Connected, Disconnected, or Connecting
• Phone number: The connected WhatsApp number
• License: Trial, Active, or Partner
• Open Line: The linked Bitrix24 Open Line

Reconnect a Disconnected Number

If a connection shows "Disconnected":

1. Click the Restart button on the connection card
2. A new QR code will appear
3. Scan it again with your WhatsApp app
4. Wait for the status to update to "Connected"

Note: WhatsApp may disconnect linked devices after ~14 days of inactivity on the phone. Keep WhatsApp active on your smartphone.

Delete a Connection

1. Click the Delete button on the connection card
2. Confirm the deletion
3. The WhatsApp number is unlinked and the license slot is freed

Licensing

Trial

Every new connection gets a 7-day free trial with full functionality. No credit card required.

Paid License

After the trial, you can purchase a license to continue using the connection. Licenses are per-connection and include:

• Unlimited messages
• File sending
• CRM widget
• Automation robots
• Staff permissions

Payment

Payments are processed securely through Paynet. We accept Visa and Mastercard.

Troubleshooting

QR Code Not Appearing

• Refresh the page and try again
• Click the Restart button on the connection
• Make sure your browser allows pop-ups from your Bitrix24 domain

Messages Not Delivered

• Check the connection status — it should show "Connected"
• Verify the recipient's phone number is correct (include country code)
• Check if the Open Line is active in Bitrix24

"Disconnected" Status

• Open WhatsApp on your phone and make sure it has internet access
• Go to Settings > Linked Devices and check if the WASync session is still active
• If not, click Restart in WASync and scan the QR code again

Widget Not Loading in Deal

• Make sure you have administrator access or appropriate permissions
• Check that at least one connection is active
• Refresh the Bitrix24 page

Need Help?

If you have questions or need assistance:

• Email: [email protected]
• Contact form: wasync.app/contact
• Response time: Within 24 hours on business days