Telegram Bot with Bitrix24 Integration: Automate Sales & Support

When a client writes in Telegram and the operator is busy — response time grows

Let me illustrate: a client wants to know order status, but the operator is already talking to someone else. While switching, the client waits minutes. If this repeats dozens of times a day — both time and nerves are lost. We automate such scenarios using a bot integrated with Bitrix24 via REST API. The bot handles standard requests in seconds: checks status, books services, sends notifications. The operator handles only complex questions.

This approach reduces call center load and speeds up service without extra staff. Integration via REST API allows the bot to work directly with CRM, tasks, and calendar — no intermediaries.

How the bot integrates with Bitrix24?

There are two approaches. First — via Bitrix24 Open Lines: the bot connects in the Contact Center → Open Lines → Connect channels → Telegram section. Messages go to the operator queue. Simple setup, but the bot is a relay. Second — a standalone bot on a separate server: it receives messages via Telegram Bot API (webhook), processes scenarios itself, and calls Bitrix24's REST API. Full control over logic.

Why a standalone bot is more reliable than Open Lines?

Open Lines lack flexibility when automation is needed (creating leads, checking statuses, booking services). A standalone bot opens access to CRM, tasks, and calendar via REST API. We use Python + aiogram 3, Redis for states, PostgreSQL for logs. Webhooks are secured with a secret token.

According to Telegram Bot API documentation, webhooks are the preferred method for real-time updates.

Architecture of the standalone bot

Client in Telegram ↓ Telegram Bot API (webhook) ↓ Bot server (Python aiogram / Node.js telegraf) ↓ ↓ ↓ Logic Bitrix24 REST API External services bot (crm.*, im.*, tasks.*) (1C, warehouse, etc.) 

The server receives an update from Telegram, determines user intent (FSM or NLP), executes required actions in Bitrix24, returns a response to Telegram.

Key integration points with Bitrix24

Client identification

On first contact, the bot requests a phone number via KeyboardButton(request_contact=True). The obtained number is used to search for a contact in CRM: crm.contact.list with filter PHONE. If found — links telegram_id to UF_CRM_TELEGRAM_ID. If not — creates a new contact.

Creating leads and deals

Each new inquiry creates a lead: crm.lead.add with SOURCE_ID = 'MESSENGER' and UTM_SOURCE = 'telegram'. All messages are written to the lead comment via crm.timeline.comment.add.

Order status

The bot takes an order number → makes a request crm.deal.list by UF_ORDER_NUMBER → returns the stage and expected date. The client gets a response in 2-3 seconds without an operator.

Service booking

The bot shows available slots from Bitrix24's Schedule module via calendar.accessibility.get → client selects time → creates an appointment calendar.event.add linked to the contact.

Transferring complex requests to an operator

If the bot cannot process a request, it transfers to an operator. Correct implementation:

1. The bot saves dialog history (last N messages) in Redis.
2. Creates an Open Lines conversation via imopenlines.crm.chat.getLink or direct chat creation via im.chat.add.
3. Sends history as the first message so the operator sees context.
4. The client continues in Telegram, the operator replies from Bitrix24.