How not to lose leads in Bitrix24. We use triggers and chatbot
Communicating with a client via email is very different from communicating face-to-face or over the phone. One of the main differences is that it is not always possible to understand and track whether a person “heard” us or whether the message was wasted.
Many platforms provide the ability to see whether a message has been read or not. But when communicating with a large number of clients, it is still difficult to keep track of this. And often managers simply forget about such messages if the client does not answer them.
But there is a difference between a person who was addressed, but “did not hear” and a person who “heard, but did not answer.” In the second case, if you contact quickly after reading the message, you can save the deal.
The article will be useful to those who work with clients in Bitrix24. We use ChatApp chatbot, which can be integrated with CRM. Let's set up the bot so that after the client reads the message, the transaction automatically moves to the next stage. Employees will not miss the event and will be able to continue working.
Reacting to reading a message
Many people do not respond to messages sent to current or potential clients and do not react in any way. And often managers immediately reject such leads. The bot will help determine who read the message, move the deal to a new stage and send the manager a notification that they can continue working.
The scenario may be relevant when a client receives a commercial offer after communicating, for example, on WhatsApp. As soon as he reads the message, the manager receives a notification – a repeat call will be on time. The client has read the proposal, which means we can move on to discussing the details.
The bot will also be useful when registering for an event, for example, a conference or webinar. The bot will track when a person reads the message inviting you to register. The trigger moved the deal from the “Mailout” stage to the “Possible participant” stage. This way you can get a forecast of possible participants.
Setting up a chatbot
The process consists of two stages: first, an event is created in the Bot Designer, and then the action is configured in Bitrix24. The connecting element of the two systems is a webhook.
To set up this scenario, we use triggers in Bitrix24. Trigger is an event that starts an action. An event is a received message or a change in its status, in our case read. The action will be to move the deal through the stages of the sales funnel.
ChatApp
1. Log in to your ChatApp account and go to bot constructor. Create a new script.
2. Add an “Incoming Webhook” block. Add 2 fields with variables to it: “chat_id_phone” and “id_deal”.
3. Add a “Send Message*” block and link it to the “Incoming Webhook” block. Fill out the block: indicate the variable “{{chat_id}}”, line, messenger, message text.
4. Add a “Pause” block. Select the reaction “By status” – “Read”.
5. Add the “Send webhook” block. Using a webhook, we move the sales funnel to the desired stage in Bitrix24. The block is filled in after setting up Bitrix24.
5. Copy the link from the “Incoming Webhook” block in the bot designer. It will be used in the next paragraph of the Bitrix24 article.
Bitrix24
1. Create a deal, fill in the required fields.
2. Open the robot settings window.
3. Create an “Outgoing Webhook” robot at the first stage of the sales funnel – it will allow you to exchange data between two systems. Let's link the deal to the scenario using the deal ID and client contact number.
4. Paste the copied link to the bot script from ChatApp into the “Handler” field in the “Outgoing Webhook” robot in Bitrix24. In the “One by one” item, select “Independent of other robots”, and in the “When” item – “Immediately”. Complete the link with variables as shown in the example.
5. Place the cursor after “chat_id_phone=” and click on the button. Through the search, find the variable “Phone (text)”. Place the cursor after “id_deal=” and enter the deal id. Save your settings.
General view of the link:
Instead of the general form of the variable, enter specific values:
{{Contact: Phone (text)}} enter the phone number without spaces, for example, {89886665444}.
{{id}} can be found in the deal card. Click on it and the deal number will appear in your browser's address bar. For example, if the URL is https://b24-ej2ic2.bitrix24.ru/crm/deal/details/127/then the transaction id will be 127.
Link with filled variables:
6. Create a “Track Incoming Webhook” trigger at the stage of the deal where you want it to move when the message is read. Click Add.
7. Go to the robot settings window. Under the “Track Incoming Webhook” trigger, click “Edit”.
8. Copy the link from the URL field in the robots settings window.
Moving the deal to the right stage
1. In ChatApp, paste the link into the “Send Webhook” block.
2. In the “Params” field, add “target” to “Key” and “DEAL_{{id}}” to “Value”.
3. Save and publish the bot.
Ready! Now, after reading the client’s message, the transaction will automatically move to the next stage, and employees will be able to continue working with it.
