Knowledge Base

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 to WhatsApp

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. Choose a channel to send messages from. This will determine where the message goes.

If you check “Write to last dialog”, the message will go to the dialog where the last incoming or outgoing message was, including automatic messages. It will be sent to the same client number and from the same channel.

If there is no dialog, the message will be sent from the channel you selected in “Where to write from if there are no dialogs”. It will go to the main contact in the lead, if it is specified, or to the first number in the lead card.

If you don’t check the box and select a channel in the “Where to write from” section, messages will go to the main contact in the lead, if it is specified, or to the first number in the lead card. It doesn’t matter if there is any correspondence with the client.

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.

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

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

You can add a variable from the CRM to the message. For example, the client’s name or order number. 

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. You can do this manually, or you can substitute data from CRM. Attach a file, if necessary, and everything is ready. 

You can have both the message entry field for WhatsApp 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 channel, Salesbot will recognize that you need to send the text from the “Message for WhatsApp 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.

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 WhatsApp message.

How to send a message to Telegram

For example, let’s add a Business Process that will send a message to Telegram 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” → CRM → Send SMS.

6. Click on the gear above the activity name in the Business Process. The settings for the activity will open.

7. In the Provider field, select [Wazzup] Telegram message. Write the message and configure the rest of the fields.

8. Press “Save” → the Business Process editor will open. Press “Save” again.

The business process is ready — when a new transaction is created, the client will receive a message in Telegram.