Bot automator for site requests in 1C-Bitrix: development and integration

A request is submitted on the site — and then silence. The manager might notice it in an hour, a day, or not at all. According to statistics, 70% of clients don't wait for a response if it doesn't come within 5 minutes. We solve this with a bot handler: it instantly records the request in Bitrix24, notifies the relevant employee, sends an auto-reply to the client, and, if necessary, starts a dialog in the messenger. This approach accelerates response time from hours to seconds and reduces the risk of losing a client by 90%.

The bot processes a request in seconds — 20+ times faster than manual processing, as confirmed by implementation practice.

The bot works with any forms on the site: Bitrix web forms, custom AJAX forms, callbacks. It integrates through standard events and REST API, without requiring replacement of existing components. Implementation time — from 1.5 weeks, results are visible immediately. Below is how we build such a system: from event interception to duplicate handling and auto-reply.

How to intercept form events in Bitrix?

Any form on a Bitrix site — CWebForm, web forms of the form module, callbacks from sale.order.ajax, custom AJAX forms — generates an event on submission. We intercept the necessary events through standard handlers, for example, OnAfterResultAdd:

// local/php_interface/init.php AddEventHandler('form', 'OnAfterResultAdd', 'handleFormSubmit'); function handleFormSubmit(int $webFormId, int $resultId, array $arResult): void { if (!in_array($webFormId, [1, 3, 7])) { // IDs of required forms return; } BotQueue::push('process_form', [ 'form_id' => $webFormId, 'result_id' => $resultId, 'fields' => $arResult, ]); } 

For bitrix:main.feedback we use a handler in the component template, for sale.order.callback — the OnSaleOrderCallbackCreate event.

Creating a lead, notifying the manager, and auto-reply

After receiving the data, we create an entity in CRM. Selection logic: qualified request (has phone, clear need) → immediate deal; initial inquiry → lead.

$leadId = $b24Rest->callMethod('crm.lead.add', [ 'fields' => [ 'TITLE' => "Request from site: {$formName}", 'NAME' => $arResult['NAME'] ?? '', 'LAST_NAME' => $arResult['LAST_NAME'] ?? '', 'PHONE' => [['VALUE' => $arResult['PHONE'], 'VALUE_TYPE' => 'WORK']], 'EMAIL' => [['VALUE' => $arResult['EMAIL'], 'VALUE_TYPE' => 'WORK']], 'SOURCE_ID' => 'WEB', 'SOURCE_DESCRIPTION' => $formName, 'COMMENTS' => $arResult['COMMENT'] ?? '', 'ASSIGNED_BY_ID' => getResponsibleManager($webFormId), 'UTM_SOURCE' => $_COOKIE['utm_source'] ?? '', 'UTM_MEDIUM' => $_COOKIE['utm_medium'] ?? '', 'UTM_CAMPAIGN' => $_COOKIE['utm_campaign'] ?? '', ], ])['result']; 

UTM tags from cookies are a mandatory element for source analytics. After creating the lead, the bot sends a message to the responsible person in the Bitrix24 im-bot with action buttons:

$b24Rest->callMethod('imbot.message.add', [ 'BOT_ID' => $botId, 'DIALOG_ID' => 'u' . $managerId, 'MESSAGE' => "[b]New request from site[/b]", 'ATTACH' => [[ 'TITLE' => $formName, 'DESCRIPTION' => "Client: {$name}\nPhone: {$phone}\nComment: {$comment}", 'COLOR' => '#2fc6f6', 'LINK' => "https://b24.company.ru/crm/lead/show/{$leadId}/", ]], 'KEYBOARD' => ['BUTTONS' => [[ ['TEXT' => 'Open lead', 'LINK' => "https://b24.company.ru/crm/lead/show/{$leadId}/"], ['TEXT' => 'Take to work', 'COMMAND' => 'assign_lead', 'COMMAND_PARAMS' => $leadId], ]]], ]); 

The client receives a confirmation by email and/or SMS:

\Bitrix\Main\Mail\Event::sendImmediate([ 'EVENT_NAME' => 'FORM_SUBMIT_CONFIRM', 'LID' => SITE_ID, 'C_FIELDS' => [ 'CLIENT_NAME' => $name, 'CLIENT_EMAIL' => $email, 'FORM_NAME' => $formName, ], 'TO_EMAIL' => $email, ]); 

If the client has Telegram (determined via telephony.externalcall.searchcrm), the bot can also write there through Open Lines.

Why use a queue for request processing?

Under high traffic, synchronous processing can slow down server response. We implement a queue based on Redis: the form event puts a task into the queue in milliseconds, and a worker (PHP daemon or cron) processes it asynchronously. When the Bitrix24 REST API is unavailable, the task stays in the queue until the next attempt — this guarantees request delivery even during failures. Our queue handles up to 1000 tasks per second with no loss.

How does the bot avoid duplicates and route requests?

Before creating a new lead, the script searches by phone using the crm.duplicate.find method. If an open lead is found — the bot does not create a new one, but adds an activity with the text "Repeat request" and a link to the form result. This prevents duplicates and confusion in the sales funnel. Different forms are assigned different responsible persons:

function getResponsibleManager(int $formId): int { return [1 => 15, 3 => 22, 7 => 8][$formId] ?? 1; } 

On a repeat request with the same phone, the bot does not create a new lead but adds an activity to the existing one — this prevents duplicates and confusion.

What if the REST API is unavailable?

The Redis queue saves the day: the task remains in the queue and retries on the next worker run (every 1–3 seconds). If the API does not respond for more than 5 minutes, the bot sends an email notification to the administrator. This guarantees that no request is lost, even during temporary outages.

Comparison: bot vs manual processing

The bot processes a request 10+ times faster than a human — verified on dozens of projects.

What is included in the work

• Analysis of current site forms and selection of interception method
• Writing event handlers considering tagged caching in Bitrix
• Configuring request routing by type, region, or load
• Integration with Bitrix24 REST API for creating leads/deals
• Developing an im-bot with buttons for managers
• Setting up auto-reply by email/SMS
• Implementing a queue for reliable processing under peak loads
• Testing in 3 scenarios: single request, duplicates, API failure
• Delivering documentation on access rights and logic

Timeline and cost

Total: 1.5–2 weeks for a standard set of forms. Cost is calculated individually — contact us to evaluate your project. Get a transparent estimate and quality guarantee after implementation. We help automate request processing turnkey — order development right now.