Integration of Bitrix24 with Telegram Bots for Sales and Support Automation

Purpose and Use Cases

This integration is aimed at automating routine tasks, reducing response time, and expanding customer touchpoints. Common use cases include:

• automated collection of initial information via Telegram bot;
• creation of leads or deals in the CRM based on bot interactions;
• escalation to a human agent when necessary;
• tracking sales stages with real-time notifications;
• execution of CRM workflows triggered by user actions in Telegram.

Integration Architecture: Cloud and On-Premise Options

The integration method depends on the Bitrix24 deployment. Cloud accounts require interaction via REST API, while on-premise installations allow expanded functionality through modules and D7 framework components.

Cloud Version

• Telegram bot can be implemented on any backend platform (e.g., PHP, Node.js, Python);
• Incoming messages are received via webhooks or long polling;
• Bitrix24 is accessed via REST API: e.g., creating leads using crm.lead.add, retrieving user lists via user.get;
• Automation via robots is supported by adding webhooks triggered at specific deal or lead stages.

On-Premise Version

Key advantages include direct access to the core API, D7-based customizations, and deep integration into business logic without REST-related latency. Example of a basic incoming request handler class:

use Bitrix\Main\Web\Json;
use Bitrix\Crm\LeadTable;

$input = file_get_contents("php://input");
$data = Json::decode($input);
$msg = $data["message"]["text"];
$chatId = $data["message"]["chat"]["id"];

LeadTable::add([
    'TITLE' => 'Request from Telegram',
    'NAME' => 'User',
    'STATUS_ID' => 'NEW'
]);

Using scheduled tasks (agents or cron), it is possible to process message queues and implement asynchronous workflows without REST limitations.

Typical Data Transmission Flow

The interaction process typically follows these steps:

1. User initiates contact via Telegram bot (e.g., by entering an order number);
2. The bot processes the message via backend and determines the appropriate action (e.g., deal search, lead creation);
3. Depending on implementation, a REST API call or D7 class is invoked;
4. Bot responds to the user confirming successful processing (e.g., “Your request has been registered”).

Implementation Examples

• Submitting a Request: User enters a phone number in chat, bot validates input and creates a lead via crm.lead.add, populating relevant fields.
• Status Check: Bot receives order number, searches for a deal using a custom field such as ORDER_ID, and returns the associated process stage.
• Stage Transition: A command received in Telegram (e.g., /ready) triggers a deal stage upd ate either through REST or a D7-based module.

Implementation Checklist

• Telegram bot and backend (with TLS support) properly configured;
• Telegram API access se t up and webhooks registered;
• OAuth tokens acquired for Bitrix24 REST access (cloud) or API permissions set (on-premise);
• Error handling tested for outages in either Bitrix24 or Telegram;
• All interactions logged for debugging and auditing purposes.

Common Integration Issues

• Incorrect timeout handling: lack of retry mechanisms during network failures;
• No filtering of inbound messages: bot processes all content including system messages and spam;
• Timezone mismanagement: event logs contain incorrect timestamps due to timezone mismatch;
• Duplicate entries: missing key-field checks lead to redundant lead creation;
• Missing diagnostics: no logging implemented for webhook events or API exceptions.

FAQ

1. Can one Telegram bot handle multiple businesses/projects?
   Yes, if message routing is properly configured based on context or keywords.
2. How is access to chats distributed among employees?
   In the on-premise version—via a custom task assignment module; on the cloud—via responsible user assignments and automatic lead distribution rules.
3. Is file transfer from Telegram to CRM supported?
   Yes, files can be received using link_id and uploaded as attachments via crm.activity.add or directly into the deal card.
4. How can two-way communication be implemented?
   By storing the user's chat ID and integrating message reply logic triggered by deal status updates or manual manager actions.
5. What are Bitrix24 API limitations for mass messaging?
   REST API is subject to daily limits depending on the subscription plan. Queueing mechanisms and schedulers with delays are recommended for bulk operations.

Conclusion

The integration of Telegram bots with Bitrix24 represents a stable and practical approach to real-time communication automation. For cloud-based implementations, REST API and robotic automation are applicable; for on-premise deployments, core API and D7-based modules enable deeper customization. Proper attention must be given to error resilience, scalability, and secure data transmission when designing the solution.

Integration discussion

If you are planning to implement a Telegram-to-Bitrix24 integration, you can start by outlining the key technical options and automation needs.

Typically, before starting a project, it’s helpful to clarify:

• Which version of Bitrix24 is used — cloud or on-premise;
• What types of processes are expected to be automated (leads, deals, notifications);
• Whether two-way communication is required and what support workflows are envisioned.