Integration BITRIX24 X 3CX using Whatsapp

[thiago.lemos@nassautecnol]

Dear, we have an active and smooth integration of BITRIX24 with 3CX, but we enable Whatsapp and it does not generate data in the CRM, when we use LIVECHAT it works perfect.
Is there any limitation for Whatsapp delivery Chat Journaling to CRM?

 

[Evolute IT]

I think the Whatsapp phone number needs to be in the contact's info in the CRM. Have you made sure of this?

You can always put the system into verbose and check the 3CXSystemService.log file for CRM events.

 

[PanagiotisL_3CX]

Is there any limitation for Whatsapp delivery Chat Journaling to CRM?

There is no limitation for Whatsapp. Please verify the following.

1. The number of the Whatsapp sender saved in the CRM must be the same as the number from which the PBX received the message. For example if the number is presented to the PBX in E164 format, the contact number in the CRM must also be in E164.

2. The email address of the agent handling the Whatsapp chat, must be the same as the CRM agent.

3. Chat journaling will occur after the conversation is marked as 'Dealt with'.