Graphlogic.ai documentation

Omnichannel platforms

Bitrix24

Bitrix24 is one of the omnichannel platforms for communicating with customers in text channels. Using the Bitrix24 omnichannel platform, you can place your

@Bot⁠

in one or more communication channels.

Connection

1. Bot configuration on Bitrix24 side

First of all, you need to connect communication channels to Bitrix24.

Provide Graphlogic.ai support with the domain name of your work space in which you want to display a

@Bot⁠

. In order to find out the domain name, open the page in Bitrix24 where your space is located, select and copy part of the URL as indicated below.

⁠

Receive a generated link from Graphlogic.ai support to install the application.

Follow the link and install the application.

⁠

Configure the agent channel on the platform so that it begins to appear in the line settings.

After activating the agent channel on the platform, go to the Contact Center section.

⁠

Create an open line in the channel you need (for example, Telegram).

⁠

Go to the settings of the created line.

⁠

Go to the Chatbots section.

⁠

Assign the

@Bot⁠

to be responsible when a client contacts you.

⁠

Save your settings.

⁠

2. Agent channel configuration in the Platform

The

@Agent⁠

needs to create and configure an

@Project Channel⁠

with the “Bitrix 24” connector.

Click on the agent settings button.

⁠

Click the Add channel button.

⁠

The

@End Channel⁠

selection panel will open.

⁠

Select

@Bitrix24⁠

The

@Project Channel⁠

creation panel will open.

⁠

Optionally, enter a title for this

@Project Channel⁠

in the Name field with the placeholder New channel.

⁠

Paste the

domain name of your workspace⁠

into the Bitrix24 workspace domain field.

⁠

To save the

@Project Channel⁠

without activating it, click the CREATE button.

⁠

To save and activate the

@Project Channel⁠

, click the CREATE & ACTIVATE button.

⁠

The

@Project Channel⁠

will be saved and activated if:

The

@Agent⁠

is trained;

The channel address is accessible;

The channel webhook is registered succesfully.

The

@Project Channel⁠

will be saved but not activated if one or more conditions are not met.

To cancel

@Project Channel⁠

creation, click the CANCEL button.

⁠

Editing and Deleting Agent Channel

To edit an

@Project Channel⁠

, click on its icon on the

@Agent⁠

card.

⁠

To edit any field, click the field and enter a new value.

To apply changes to an activated

@Project Channel⁠

, click the APPLY button.

⁠

Changes will be applied if:

The

@Agent⁠

is trained;

The channel address is accessible;

The channel webhook is registered succesfully.

Changes will not be applied if one or more conditions are not met.

To deactivate the

@Project Channel⁠

, click the DEACTIVATE button.

⁠

To apply changes to a non-activated

@Project Channel⁠

, click the SAVE button.

⁠

To apply changes and activate the

@Project Channel⁠

, click the SAVE & ACTIVATE button.

⁠

Changes will be applied and the

@Project Channel⁠

will be activated if:

The

@Agent⁠

is trained;

The channel address is accessible;

The channel webhook can be registered.

Changes will be applied but the

@Project Channel⁠

will not be activated if one or more conditions are not met.

To cancel making changes, click the CANCEL button.

⁠

To delete the

@Project Channel⁠

, click the DELETE button.

⁠

Communication

Mapping of Channel variables from Bitrix24

Mapping  of Channel variables from Bitrix24

Channel variable

End channel

Variable in the body of an incoming request from a channel

Peculiarities

channel_visitor_id

Bitrix24

channel_conversation_id

Bitrix24

channel_visitor_firstname

Bitrix24

visitor_first_name

channel_visitor_lastname

Bitrix24

visitor_last_name

channel_visitor_account

Bitrix24

channel_visitor_phone

Bitrix24

channel_visitor_email

Bitrix24

channel_visitor_source

Bitrix24

channel_visitor_auth

Bitrix24

channel_visitor_location

Bitrix24

channel_message_id

Bitrix24

channel_message_recipient

Bitrix24

channel_reply_to

Bitrix24

No results from filter

⁠

Communication in Bitrix24

Communication in Bitrix24

Functionality

Channel

Availability

Description

channel_chat_id

Bitrix24

Yes

Format: <workspace-name>.bitrix24.ru:128:chat106|bitrix24-open-channels

Messages will reach the Bot User if the Agent writes first in an existing chat

Bitrix24

Yes

Buttons

Bitrix24

Buttons are displayed as a list:

Type a button value:

1: Button 1

2: Button 2

Transfer to operator

Bitrix24

Yes

Via

@External Request

⁠

Transferring files as files from the Agent

Bitrix24

Yes

Transferring files as links from the Agent

Bitrix24

Yes

Receiving a file from the Bot User into a script

Bitrix24

Yes

Receiving geolocation from an Bot User in a Script

Bitrix24

Delivery of messages over 1000 characters from Agent to Bot User

Bitrix24

Yes

Get a link to the lead source

Bitrix24

Markdown usage

Bitrix24

Mailing with Notification

Bitrix24

No results from filter

⁠

Connection

1. Bot configuration on Bitrix24 side

2. Agent channel configuration in the Platform

Editing and Deleting Agent Channel

Communication

Mapping of Channel variables from Bitrix24

Communication in Bitrix24

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