WhatsApp Web on Bitrix24

WhatsApp for Bitrix24 — Complete Platform Description

WhatsApp for Bitrix24 is a native iframe application that embeds a full-featured WhatsApp messaging interface directly inside the Bitrix24 CRM sidebar — no separate tabs, no external dashboards. Every conversation, message, and team action happens inside the tool your team already lives in.

Multi-Line WhatsApp Management

The platform supports an unlimited number of simultaneous WhatsApp connections (subject to subscription tier), each operating as an independent line. A single Bitrix24 account can run multiple WhatsApp numbers in parallel — one for sales, one for support, one per regional branch, or one per store location. Each line is provisioned instantly inside the platform and managed through QR-code scanning, with real-time status tracking (connected, disconnected, reconnecting).

Lines are isolated: messages fr om Line A never mix with messages from Line B, and each line maintains its own conversation history, contact list, and unread counts.

Delegation: Assigning a WhatsApp Line to a Specific Bitrix24 User

The core operational feature of the platform is user assignment — the ability to bind a WhatsApp line to a specific Bitrix24 user account. Once assigned, that user sees only their delegated line inside the CRM interface, receives all incoming messages in real time, and can reply as if they were operating WhatsApp Web natively.

This means:

• A sales rep is assigned Line A (their personal sales number) and sees only their conversations
  
• A support agent is assigned Line B and handles only support inbound traffic
  
• Multiple users can be assigned to different lines within the same organization
  
• Each user's view is scoped and isolated — no cross-contamination between agents
  

The assignment is configured by the administrator in the Connections panel and takes effect immediately without requiring any app reinstall or page reload.

Conversation Reassignment After Disconnection

When a WhatsApp line is disconnected — whether due to the phone going offline, a device change, or a planned agent transition — the administrator can reassign that line's conversation history to a different Bitrix24 user. The new user inherits the full conversation context, including prior message history, contact names, and unread counts. This ensures continuity of service even when the original agent is unavailable, has left the team, or the number needs to be operated by a different person going forward. No conversation is lost and no customer is left waiting without context.

Real-Time Messaging Interface

The in-CRM chat panel delivers a WhatsApp-native experience:

• Text messages with full Unicode support
  
• Media messages: images, videos, documents, and audio files — uploaded directly from the CRM interface
  
• Voice messages: recorded and sent as WhatsApp audio notes
  
• Quoted replies: selecting any previous message and replying with visual context, which appears in the recipient's WhatsApp as a proper threaded reply — not a forwarded copy
  
• Real-time delivery: incoming messages appear instantly via Server-Sent Events (SSE) with no polling delay
  
• Delivery status tracking: sent, delivered, and read status reflected per message
  
• Unread badge counts: each conversation displays the number of unread messages and resets automatically when the conversation is opened
  

Permission Model

The platform enforces a two-tier permission model:

Administrators have full access to:

• Create and delete WhatsApp lines
  
• Connect and disconnect lines via QR code
  
• Assign and reassign lines to any Bitrix24 user
  
• View and manage all conversations across all lines
  
• Access billing and subscription management
  
• View the full audit event log
  

Regular users have scoped access to:

• Their assigned line's conversations only
  
• Sending and receiving all message types on their assigned line
  
• Their own conversation history
  

Neither tier can access lines or conversations outside their assigned scope. Authentication is enforced via short-lived JWT tokens (72-hour expiry) generated through Bitrix24's native OAuth iframe authentication — users log in automatically by opening the app inside Bitrix24, with no separate credential management required.

Auditable Event History

Every significant platform event is recorded in an immutable event log:

• App installation and uninstallation per Bitrix24 account
  
• Line creation, deletion, and status changes (connected / disconnected)
  
• User assignment and reassignment events
  
• Incoming webhook events from WhatsApp (message received, message status update, connection state changes)
  
• Authentication events per Bitrix24 account
  

The event log is timestamped, tenant-scoped, and stored with the full raw payload for each event. This enables compliance auditing, incident investigation, and usage reporting at any point in time.

Multi-Tenant Architecture

The platform is fully multi-tenant. Each Bitrix24 account is an isolated account with:

• Its own set of WhatsApp lines
  
• Its own conversation and message database (schema-level isolation)
  
• Its own user assignments and admin configuration
  
• Its own subscription and line quota
  

No data is shared across accounts. A single infrastructure deployment serves all tenants simultaneously without any configuration overlap.

Subscription and Line Quotas

Administrators can view their current subscription tier and line usage lim it directly inside the platform. The system enforces hard limits on line creation based on the active subscription — when the quota is reached, the interface blocks new line creation and surfaces a clear message indicating the current and maximum count. Subscription management, including payment method control and plan upgrades, is available through the admin panel.

Seamless Bitrix24 Integration
The application installs as a native Bitrix24 Local Application and appears in the CRM left-side menu. There is no external URL to bookmark, no separate login, and no window switching required. The iframe renders the full messaging interface inside Bitrix24's own shell, inheriting the user session transparently through Bitrix24's OAuth flow. The integration supports all standard Bitrix24 deployment types and requires no server-side access to the customer's Bitrix24 instance beyond standard OAuth API permissions.

Pricing

The platform is offered as a flat per-line subscription, with no usage caps on messages, contacts, or conversations:

• US$ 40 per line / month — billed monthly, cancel anytime
  
• US$ 380 per line / year — billed annually, 20% discount vs. monthly billing
  

All plans include unlimited messages, unlimited contacts, full media support (images, video, documents, voice notes), real-time delivery via SSE, the complete audit event log, and unrestricted access to all platform features. There are no per-message fees, per-contact charges, or hidden tiers — every line gets the full feature set from day one. Additional lines can be added or removed at any time, and the subscription scales linearly with the number of lines provisioned.

A free 15-day trial is available for new accounts, allowing teams to fully evaluate the platform — including connecting real WhatsApp numbers and processing real conversations — before committing to a paid plan.