How to send a message from Business Processes

Correspondence with customers can be automated using Business Processes. For example, make a mailing to clients through the WABA channel, send a message if a deal or lead has moved from stage to stage, and more.

How to send a message

For example, let’s add a Business Process that will send a message to WhatsApp when a transaction is created:

1. Go to the “CRM” section on the left panel of Bitrix24 → the “Settings” tab on the top panel → the “CRM Settings” item.

2. Click “Automation” → “Business Processes” on the left.

3. Select the entity with which the business process will work: lead, contact, deal, company, etc.

In our example, this is “Deal” → “➕ Add Template”.

4. Enter the name of the template → leave a check mark in the item “When added” → “Save”.

5. Click on the triangle between “Start” and “End” → “Application Activities” → the gear next to “Automatic sending of template messages”

If there is no “Automatic sending of template messages” button, go to Wazzup’s personal account and click “Update data from CRM” in the integration settings.

6. The activity will open.

If you have channels in Open Channels, there will be a “Display message in Open Channel” setting at the beginning. Leave a checkmark if you need to save a message in the Open Channel that leaves through the activity.

Messages sent from Wazzup chats or Wazzup activity are displayed in Open Channels as incoming. If you decide to pull outgoing activities from the activity to Open Channels, you will receive notifications about the messages that you sent to the client.

For example, the message was sent to 15 clients → the Open Channel will display 15 dialogues in which the messages went → you will receive 15 notifications about new messages.

7. Choose how you want to write to clients:

Write to last dialog. If you select “Write to last dialog”, the message will go to the dialogue that had the last incoming or outgoing message, including automatic. It will go to the same number and from the same channel.

If there is no last dialogue, then the message will be sent:

  • from the channel that was selected in the “Where to write from if there are no dialog” section,
  • to the number or username from the Bitrix24 field that was selected in the “Where to write if there are no dialog”.

Write from a specific channel to a number or username from a specific Bitrix24 field:

  • in the “Where to write from” field, select the channel from which messages should be sent;
  • in “Where to write” select the Bitrix24 field from which you need to take contact information to send a message.

You can add several Bitrix24 fields to “Where to write”. Then the message will go to the specified numbers and usernames from all these fields. If several numbers are written in one field at once, the message will go to the first of them.

If you select “Priority channel of the responsible”:

  1. In the activity settings, clear the “Run as” field,
  2. Click on the three dots to the right of the field → open the “Element Fields” list → select the “Responsible” variable

8. Write a message that will go to the customers.

From a WhatsApp or Telegram channel, you can send a text message with an attached image, video, document. 

You can add a variable from CRM to the message. For example, customer name or order number. To do this, click on the {…} button below the message field.

From a WABA channel, you can only send a template. The list will show all the templates that are available in your personal account. 

Fill in the variables. This can be done manually, or you can substitute data from CRM. To automatically pull data from Bitrix into the message, click on the arrow next to the required variable → select the field from which you want to take information.

Attach a file if you have a template with media.

You can have both the message entry field for WhatsApp and Telegram channels and the list of WABA templates displayed. This happens if you have both types of channels, and want to send a message from the priority channel of the responsible one or to the last dialogue. 

Fill in both fields. If the message will go from the WhatsApp or Telegram channel, Salesbot will recognize that you need to send the text from the “Message for WhatsApp and Telegram channel” field. If from the WABA channel — the bot will send the selected template. The messages will not go from two channels at once — only one.

9. Once you’ve entered the messages, click Save → the Business Process editor will open. There you need to click “Save” again. 

The business process is ready. When a new deal is created, the client will receive a message.