Bitrix24 is a comprehensive cloud-based business management platform that brings together CRM, project management, internal communication, marketing automation, human resources, and website building into a single workspace. It is designed for small and medium-sized businesses to centralize all their operations without relying on multiple disconnected tools.
Among its key features are:
360º CRM: complete management of leads, contacts, companies, deals, and customizable sales pipelines.
Project and task management: Kanban boards, Gantt charts, assignees, deadlines, and time tracking.
Communication and collaboration: internal chat, video calls, corporate feed, shared calendars, and collaborative documents.
Process automation: rules and triggers that execute automatic actions based on CRM events, tasks, or communications.
Websites and eCommerce: website builder and online stores with integrated inventory management, payments, and logistics.
How to connect Bitrix24 with Darwin AI
In Bitrix24
Install our app in your Bitrix24 account. To do so, open the menu -> Apps:
Search for "Albato" in the search field and open the app, or enter /marketplace/detail/albato.connector/ after bitrix24.com
Install the app:
Now you can go to Darwin and create the connection.
In Darwin
Go to Workflows > Apps in the main menu.
Click on Add a connection.
Select Bitrix24 > Add a connection.
Fill in the connection fields:
Name: set the name according to your personal needs.
Domain: copy it from the browser address bar with the Bitrix24 page open.
Phone format: choose the phone number format for transferring to Bitrix24.
Leave the App ID and App Secret fields blank.
Click Continue. Your connection is ready!
What your agent will be able to do when integrated with Bitrix24
Appointment scheduling with integrated check-in: when a customer wants to schedule an appointment, your AI agent checks availability in Bitrix24, shows the options, and confirms the appointment. If it's a new customer, it requests their details or sends a form to create their profile in the CRM. It can also request payment and, once confirmed, log the appointment as paid. It sends automatic reminders before the appointment, and if the customer cancels, it frees up the slot and offers rescheduling.
Quote requests and technical site visits: when a potential customer contacts you via social media interested in a service that requires prior assessment, your AI agent collects the initial details and creates a lead in Bitrix24. To validate the visit, it requests an ID document and, once verified, schedules the inspection with the available professional. After the visit, the quote is uploaded to Bitrix24 and your agent sends it to the customer for review, following up until a response is received.
To ensure the customer experience remains seamless, define at what point your AI agent should hand over the conversation to a human. For example, when the customer insists on something that cannot be resolved automatically, when the information they provide is ambiguous, or when frustration is detected. This avoids loops and ensures the team receives the case with full context ready.
Customer support and order tracking: when a customer asks about their order status, your AI agent retrieves the information from Bitrix24 and informs them in real time. If there are delays or issues, the agent proactively notifies the customer with a new estimated date and creates a case in Bitrix24 for the operations team to investigate.
Post-service follow-up: when a service or delivery is completed, your agent sends the customer a summary, any applicable post-service instructions, and a brief satisfaction survey. Based on the response, it can trigger loyalty campaigns for satisfied customers or escalate the case to a human if the score is low.
Managing requests that require human approval: if a customer requests a return, exchange, or any procedure requiring validation, your AI agent explains the conditions and required documentation and creates a case in Bitrix24 with all the details. A team member reviews it and, once resolved, your agent notifies the customer with the outcome and next steps.
Take automation further
Personalized recommendations: based on the history recorded in Bitrix24, your agent can suggest related products, services, or content via WhatsApp.
Prevention and loyalty campaigns: your agent can send automatic reminders based on customer history—renewals, maintenance, check-ups, or key dates.
Staggered reminders to reduce no-shows: if a customer doesn't confirm their attendance, your agent can send progressive reminders and, if they ultimately don't show up, offer rescheduling options.
By integrating your AI agent with Bitrix24, every customer interaction—whether from a WhatsApp, Instagram, Facebook, or TikTok message—becomes the starting point of an automated process. Your agent, acting as an intelligent multi-channel engagement layer, receives and processes conversations and automatically dumps the information into Bitrix24. This way, you can consult CRM data, create records, schedule appointments, assign tasks, and follow up—all from within the conversation.