Open Channels: Overview of Methods and Events

Open channels in Bitrix24 consolidate requests from external channels into a single stream and direct them to employees. The channel maintains routing rules, operator queues, auto-response scripts, work hours, and CRM integration.

The workflow operates in a chain: a customer writes to a connected channel, the system creates a chat and opens a session, after which the dialogue is assigned to an employee according to the channel's rules. Within the session, the operator responds to the customer, transfers the dialogue, connects a colleague, or concludes the request.

This section describes the management of each step in this chain: configuring channels, working with chats and sessions, operator actions, messages, chatbots, and events.

Quick navigation: All Methods and Events

User documentation: How to Create and Configure an Open Channel

How to Choose a SubsectionHow to Choose a Subsection

Scenario	What to use
Create a line, get a list of lines, update or delete settings	Methods imopenlines.config.*
Connect an external Open Channel from another Bitrix24 to the current portal	Method imopenlines.network.join
Open a dialog, work with a session, and get message history	Methods from the Dialogs section
Accept a dialog, transfer it to another employee, or end it	Methods from the Operators section
Send a message in a dialog or save a quick reply	Methods from the Messages section
Manage a chat associated with CRM	Methods from the CRM Chats section
Automate a dialog using a chatbot	Methods from the Chatbots section
Subscribe to events for messages and sessions	Events

Connection with Other ObjectsConnection with Other Objects

Chat. Requests in an open channel are processed in a chat. To find the chat and retrieve its data, use the methods imopenlines.session.open and imopenlines.dialog.get. For operations with CRM chats, refer to the CRM Chats section. The main identifier is CHAT_ID.

Session. Within the chat, requests are treated as sessions. The Dialogs section provides methods for starting a session, connecting an operator, reading history, and managing modes. The main identifier is SESSION_ID.

Employee. The channel distributes requests among employees from the queue. The queue and distribution rules are configured through imopenlines.config.*, while the employee's work in an active dialogue is managed through the Operators section.

External User. Messages from the customer in the external channel create a chat and session in the channel. The USER_CODE is used to communicate with the user.

Message. Message exchanges in the open channel are conducted using methods from the Messages section. Messages are linked to the chat, session, and participate in events.

Chatbot. To automate the dialogue, use methods from the Chatbots section. A chatbot can send messages, transfer the dialogue, and conclude the session.

CRM. Open channels are connected to CRM. Using methods from the CRM Chats section, you can retrieve a chat linked to a CRM object. The method imopenlines.crm.lead.create allows you to create a lead based on the dialogue.

Getting StartedGetting Started

1. Connect the request source:
   • An external channel via a connector according to the scenario from the article Open Channels in Bitrix24: API of Channels and Connectors,
   • An external open channel from another Bitrix24 using the method imopenlines.network.join.
2. Open a conversation and retrieve the CHAT_ID and SESSION_ID identifiers in the Dialogs section.
3. Configure conversation processing by employees in the Operators section.
4. For additional scenarios, use the Messages, Chatbots, and Events sections.

Limits and Response FormatLimits and Response Format

Limits. General REST limitations and open channel restrictions apply to methods, such as the limit on unclosed conversations for operators. For details, refer to the article Limit on Unclosed Conversations for Open Channel Operators.

Response Format. A successful response typically contains result and time, while errors are returned in the format error and error_description. Examples of response structure and error codes can be found on the specific method's page.

Overview of Methods and EventsOverview of Methods and Events

Scope: imopenlines

Who can execute the method: depending on the method and access permissions to open channels

Configuration of Open Channels and IntegrationConfiguration of Open Channels and Integration

Method	Description
imopenlines.config.add	Adds a new open channel
imopenlines.config.update	Modifies the settings of an open channel
imopenlines.config.get	Retrieves an open channel by identifier
imopenlines.config.list.get	Retrieves a list of open channels
imopenlines.config.delete	Deletes an open channel
imopenlines.config.path.get	Retrieves the link to the public page of the open channels on the account
imopenlines.network.join	Connects an external open channel to the account
imopenlines.network.message.add	Sends a message to the user on behalf of the open channel
imopenlines.revision.get	Retrieves information about API revisions

Chatbots in Open ChannelsChatbots in Open Channels

Method	Description
imopenlines.bot.session.message.send	Sends an automatic message in the dialogue
imopenlines.bot.session.operator	Switches the dialogue to a free operator
imopenlines.bot.session.transfer	Transfers the dialogue to an operator or queue
imopenlines.bot.session.finish	Ends the dialogue

CRM Chats in Open ChannelsCRM Chats in Open Channels

Method	Description
imopenlines.crm.chat.get	Retrieves a chat by CRM object
imopenlines.crm.chat.getLastId	Retrieves the identifier of the last chat
imopenlines.crm.chat.user.add	Adds a user to an existing chat
imopenlines.crm.chat.user.delete	Removes a user from the chat

Messages in Open ChannelsMessages in Open Channels

Operators of Open ChannelsOperators of Open Channels

Method	Description
imopenlines.operator.answer	Transfers the dialogue to the current operator
imopenlines.operator.finish	Concludes the dialogue on behalf of the current operator
imopenlines.operator.another.finish	Concludes the dialogue of another operator
imopenlines.operator.skip	Transfers the dialogue to the next operator in the queue
imopenlines.operator.spam	Marks the dialogue as spam
imopenlines.operator.transfer	Transfers the dialogue to another operator or to another channel

Dialogues of Open ChannelsDialogues of Open Channels