Open Channels: Common Scenarios

A scenario is a sequence of requests for a single task in Open Channels. Scenarios help connect external channels, transfer customer inquiries to Bitrix24, and return operator responses to the same channel.

An Open Channel defines the rules for processing an inquiry within Bitrix24: operator queues, routing, operating modes, and other conversation configurations. A connector links an Open Channel to an external channel, such as a website chat or another service.

Quick links: Scenario and Methods

User Documentation: Create and configure Open Channels

Connection with Other ObjectsConnection with Other Objects

A scenario with an external chat is built around a connector, an external chat, and an application handler.

• Connector. The connector links an external channel to an Open Channel. An application registers it using the imconnector.register method, after which Bitrix24 displays the connector in the Contact Center settings. When registering, set the connector code in the ID parameter, then pass this value in the parameter CONNECTOR.
• External Chat. An external website or service stores the public part of the conversation: the chat interface, the visitor identifier, and the message history. A customer message is transferred to Bitrix24 using the imconnector.send.messages method. In the MESSAGES array, the application passes customer data, messages, and chat information.
• Application Handler. The handler receives events from Bitrix24. When an operator responds from an Open Channel, the application receives the OnImConnectorMessageAdd event, sends the response to the external chat, and confirms delivery using the imconnector.send.status.delivery method. In imconnector.register, pass PLACEMENT_HANDLER for the connector configuration interface, and in event.bind, pass handler for the event.

Getting StartedGetting Started

1. Define the external channel: a website chat, a contact form, or another service where the customer starts a conversation.
2. Create a Bitrix24 application and prepare public URLs with HTTPS access: one for the connector configuration interface and one for the event handler.
3. Register the connector using the imconnector.register method.
4. Subscribe the application to the OnImConnectorMessageAdd event using the event.bind method.
5. Connect the connector to the required Open Channel in Bitrix24. In the application configuration handler, call imconnector.activate and pass ACTIVE=1.
6. Transfer customer messages using the imconnector.send.messages method.
7. Receive operator responses in the event handler and confirm delivery using the imconnector.send.status.delivery method.

Key ConsiderationsKey Considerations

• The connector operates through an application. Webhooks are not suitable: the application must register the connector, receive events, and work with Open Channel configurations.
• For connector methods and subscribing to the OnImConnectorMessageAdd event, the application requires the imopenlines scope.
• Use the same connector code during registration, activation, message sending, and event handling.

How to Select a ScenarioHow to Select a Scenario

If needed	Open
Create an online chat on the website and pass messages to an operator in Bitrix24	How to create an Open Channels connector for a website chat
Find a lead, contact, or company that the CRM tracker created from an Open Channel dialogue	How to find a CRM object created from an Open Channel dialogue
Clarify method parameters, events, and the connector data structure	Open Channels connectors
Configure lines, sessions, operators, messages, and chatbots	Open Channels