Send a message

The robot sends a text message to the client via the selected messenger.

How to add the ChatApp robot:

Step 1. Go to the “Robots” section in the required CRM funnel.
Step 2. On the stage where the robot should trigger, click “+”.
Step 3. In the left-hand list, scroll down and open the “Other robots” section.
Step 4. Select the robot [ChatApp for WhatsApp, Telegram, Viber] — “Send message”.

Fields “Sequentially” “When” “Conditionally”

Sequentially — the order of robot execution at the stage:
• Independently of other robots — starts immediately (default).
• After the previous robot — starts only after previously configured robots on this stage have been executed.

When — the robot trigger moment:
• Immediately — when the card moves to the stage (default).
• After time — delayed start (specify the interval).

Conditionally — additional conditions for robot execution (if needed).
If the condition is met — the robot will run. If not — the robot will not run, more details.

Fields “Phone” “Chat ID” “Messenger”

The robot supports several message delivery methods — choose the appropriate one.
‼️Use only one sending method, otherwise messages will be duplicated.

Sending by phone number

In the “Phone” field, enter the number manually or use a variable:
• Manually — enter one or more numbers separated by commas.
• Via variable — the number is pulled from the CRM card.
Click the three dots → select “Lead” or “Deal” → specify the field with the number.

We recommend using the following variables:
• for deals: {{Contact: Phone (text)}}
• for leads: {{Phone (text)}}

The robot via the “Phone (text)” variable pulls all available client numbers from the card. If multiple numbers are specified, the message will be sent to each of them. If you need to send to a specific number, select the exact field where the required number is stored.

Sending by Telegram username

In the “Chat ID” field, enter the client’s username manually or via a variable:
Click the three dots → select entity “Lead” or “Deal” → specify the field
where the client’s username is stored in the CRM card.

Use the following variables for username:
• for lead: {{E-mail (text)}}
• for deal: {{Contact: E-mail (text)}}

Sending via the “Messenger” field

This method is used when there is no client contact data, but there is a chat with the client in Open Lines. In the CRM card, the “Messenger” field stores the chat data with the client through which the robot will send the message.

Mandatory condition:
the “Messenger” field must be filled in the CRM card.
This field is not filled manually — it is created automatically by the system if:
— the client wrote in Open Lines;
— or you started a dialogue with the client via Open Lines.

In the lead, the “Messenger” field is filled in the lead card.
In the deal, the “Messenger” field is filled in the contact card linked to the deal.

To send a message via the “Messenger” field, use variables:
— for lead: {{Messenger (text)}}
— for deal: {{Contact: Messenger (text)}}

Sending by chatID

chatID is the chat identifier in Scenario Dialogs. This method is used when there is no phone number or username, but there is a chat with the client in Scenario Dialogs.

Step 1. Add the ChatApp robot “Get chat ID from Messenger field” according to instructions
and place it before the main robot.
Step 2. For the main robot set: Sequentially → After the previous robot.
Step 3. In the “Chat ID” field click the three dots → select “Robots” → ChatApp robot “Get chat ID from Messenger field” → select the chatID variable (chat identifier on success).

Done! The robot will send a message via chatID.

Field “Message”

Enter the message text.
To add client data, use variables:
click the three dots on the right and select the required values.

Fields “First Name” “Last Name”

Specify the client’s first and last name.
This data will be used to create a contact in CRM if the client is not in the system.

‼️Works only for number-based Telegram.
For other channels leave the fields empty.

Fields “ChatApp Line ID” “Channel”

In the “Line ID” field specify the ChatApp line ID.
In the “Channel” field — select the communication channel.

Field “Reflect in Open Lines”

The setting determines whether messages sent by the robot will be displayed in the Open Line chat. By default — displayed.

Field “Wait for asynchronous result”

The “Wait for asynchronous result” feature allows the robot to receive the actual delivery status of the message from the messenger. Without this feature, the robot only shows the status “sent”, because the message is placed in the sending queue. The message is sent, but not yet delivered to the client — for example, if the client is offline.

When this feature is enabled, the robot waits for a response from the messenger and returns the result after receiving the actual delivery status. If the message is delivered — the robot returns a success result; if not — it returns an error with an explanation. Therefore, the robot execution result may take time.

To display the robot result in the CRM card timeline, set “Add result to CRM card comments” to “Yes” or add a standard Bitrix24 robot “Add comment to element” after it.

Field “Add results to CRM card comments”

The setting determines whether the result of the robot will be displayed in the CRM card timeline.

Run as

By default, the user who installed the ChatApp application is selected.