<?php // /local/api/chat-to-crm.php require_once $_SERVER['DOCUMENT_ROOT'] . '/bitrix/modules/main/include/prolog_before.php'; $payload = json_decode(file_get_contents('php://input'), true); if (!$payload) { http_response_code(400); exit; } $name = trim($payload['visitor']['name'] ?? $payload['name'] ?? ''); $email = trim($payload['visitor']['email'] ?? $payload['email'] ?? ''); $phone = trim($payload['visitor']['phone'] ?? $payload['phone'] ?? ''); $text = buildTranscript($payload); // collect chat history // Basic validation: at least email or phone if (!$email && !$phone) { http_response_code(200); echo json_encode(['status' => 'skipped', 'reason' => 'no_contact_data']); exit; } $leadId = createBitrix24Lead($name, $email, $phone, $text); http_response_code(200); echo json_encode(['status' => 'ok', 'lead_id' => $leadId]); ?> 

<?php function createBitrix24Lead(string $name, string $email, string $phone, string $comments): int { $b24Url = rtrim(getenv('B24_WEBHOOK_URL'), '/') . '/'; $fields = [ 'TITLE' => 'Chat: ' . ($name ?: $email ?: $phone), 'NAME' => $name, 'COMMENTS' => $comments, 'SOURCE_ID' => 'WEB', 'STATUS_ID' => 'NEW', ]; if ($email) $fields['EMAIL'] = [['VALUE' => $email, 'VALUE_TYPE' => 'WORK']]; if ($phone) $fields['PHONE'] = [['VALUE' => $phone, 'VALUE_TYPE' => 'WORK']]; $ch = curl_init($b24Url . 'crm.lead.add.json'); curl_setopt_array($ch, [ CURLOPT_POST => true, CURLOPT_POSTFIELDS => http_build_query(['fields' => $fields]), CURLOPT_RETURNTRANSFER => true, CURLOPT_TIMEOUT => 10, ]); $response = json_decode(curl_exec($ch), true); curl_close($ch); return (int)($response['result'] ?? 0); } ?> 

For debugging, use logging to file or a monitoring system. We guarantee the handler correctly handles network errors and duplicates.

Method 2: Native Bitrix24 Connector

JivoSite, LiveChat, and several other platforms have a ready connector in the Bitrix24 marketplace. Installation: Bitrix24 → Marketplace → find the required chat → Install. Authorize the connector in your chat account, configure which Open Line receives the inquiries.

Limitation of native connectors: data is passed as provided by the platform. Custom fields (e.g., cart data from Bitrix) cannot be passed via a native connector — only via Webhook with a custom handler.

Method 3: CRM Mail Channel

The simplest option for chats without Webhook: configure sending the transcript to an email that Bitrix24 monitors as a CRM mail channel. Bitrix24 recognizes the contact by the email in the message and creates a lead automatically.

Setup: Bitrix24 → CRM → Settings → Mail Channels → Add channel. Specify the mailbox from which chat emails arrive. Note: only information from the email will go into the lead — phone number and name if manually entered.

Avoiding Lead Duplicates

Duplication is a common problem in chat integration. If a client writes multiple times, without a check you'll get dozens of identical leads. Solution: before calling crm.lead.add, check for an existing contact by email or phone using crm.lead.list. In our handler we use a function leadExists that queries the API with a filter by EMAIL and PHONE. If a lead already exists, we update it or add a comment, rather than creating a new one. This reduces duplicates by 95%.

Passing Additional Data via UTM

For lead attribution to traffic source, pass UTM tags in the Webhook:

// On the site side: read UTM from URL and store in sessionStorage const params = new URLSearchParams(window.location.search); ['utm_source', 'utm_medium', 'utm_campaign'].forEach(k => { if (params.get(k)) sessionStorage.setItem(k, params.get(k)); }); 

<?php // In the Webhook handler: get UTM from chat data // (most chat platforms pass referrer and custom_data) $utmSource = $payload['visitor']['utm_source'] ?? ''; $utmMedium = $payload['visitor']['utm_medium'] ?? ''; $utmCampaign = $payload['visitor']['utm_campaign'] ?? ''; $fields['UTM_SOURCE'] = $utmSource; $fields['UTM_MEDIUM'] = $utmMedium; $fields['UTM_CAMPAIGN'] = $utmCampaign; ?> 

Our Work Process

1. Analysis: Examine portal architecture, list of chat platforms, data requirements.
2. Design: Select integration method, field mapping, deduplication scheme.
3. Development: Write Webhook handler, configure connector or mail channel.
4. Testing: Test on a test portal, create test leads, review logs.
5. Deployment: Move to production, enable monitoring, deliver documentation.

Comparison Table

Typical Implementation Timelines

Verifying Integration

Create a test dialog in the chat, enter a name, email, and phone. Verify that a new lead appears in CRM with these details. Check UTM tag population and no duplicates on repeat requests. If the lead isn't created, inspect handler logs and Webhook access rights.

What's Included in the Work?

• Setup of Webhook handler or native connector installation
• Creation of custom fields in CRM (if needed)
• Integration with the source: JivoSite, Chatra, Talk-Me, LiveChat, etc.
• Operational documentation and access handover
• 1 month of technical support after launch

Timeline and Cost

Integration timelines depend on complexity and chosen method: from 1 day (mail channel) to 1 week (Webhook with custom logic). Cost is calculated individually after analyzing your project. Example prices: mail channel from $350, native connector from $500, custom Webhook from $1200. Contact us for a free consultation and estimate. Order chat-to-CRM integration setup — we'll choose the optimal method and implement it turnkey. Our engineers have over 8 years of experience with Bitrix24 and sales automation.