Typical Use-Cases and Scenarios in Open Channels

This section contains practical scenarios for working with open channels via the REST API. The materials describe the complete integration process: from registering the connector to exchanging messages between the external channel and Bitrix24. An implementation example is available in the article How to Create an Open Channels Connector for Website Chat.

A reference guide for methods, events, and parameters is available in the section Open Channels Connectors.

Open Channels ConnectorOpen Channels Connector

The connector links an external channel with an Open Channel. The external service transmits client messages to Bitrix24. Employee responses are sent back to this service.

This approach is suitable for cases where the integration manages the public part of the chat and maintains the dialogue state on its side. The website sends messages using the method imconnector.send.messages. The event handler receives responses from Bitrix24 and confirms delivery via imconnector.send.status.delivery.

Connection StepsConnection Steps

The article about the connector describes the complete cycle of connecting an external chat.

1. Register the connector in Bitrix24 using the method imconnector.register.
2. Subscribe the application to the event OnImConnectorMessageAdd for new messages.
3. Activate the connector for the selected Open Channel.
4. Transmit visitor messages from the website to Bitrix24.
5. Receive operator responses and confirm delivery.

Technical RequirementsTechnical Requirements

• Use application authorization. The example utilizes the CRest PHP SDK. Webhooks are not suitable because the connector is registered as part of the application, receives events, and works with Open Channel settings.
• Host the event handler on a server accessible via HTTPS.
• Store the dialogue history in a database for reliability.
• Record the connector ID and use it when registering, sending messages, and processing events.