Connecting Bitrix24

A step-by-step guide to connecting Bitrix24 to AISAR: installing the app, binding channels to Open Lines, matching users, and setting up click-to-call telephony.

What the integration gives you

The integration connects AISAR to your Bitrix24 portal: conversations from AISAR channels (WhatsApp, WhatsApp Business API, Telegram, Telegram bot, Instagram Business, Live Chat, SIP telephony) land in Bitrix24 Open Lines, contacts and deals sync both ways, and an AISAR tab with the conversation appears right on CRM cards. Telephony is a separate step: clicking a phone number in the CRM places a call through AISAR.

What you'll need

A Bitrix24 portal with administrator rights — only a portal administrator can install apps from Bitrix24.Marketplace.
An AISAR account with the admin role in the company you're connecting the portal to (the same role is needed to confirm the link on the AISAR side).
At least one connected AISAR channel (WhatsApp, Telegram, etc.) that you plan to bind to an Open Line.

Step 1. Install the app

The AISAR app is published on Bitrix24.Marketplace — this is the main way to install it.

In your Bitrix24 portal, open Market and search for the AISAR app (or follow a direct link to the app page if you have one).
Click Install and confirm the requested permissions.
After installation Bitrix24 shows an "Almost there!" screen with a "Finish setup in AISAR" button — click it.
A new my.aisar.app tab opens. Sign in to your AISAR account (or register a company if you don't have one yet) and pick the company to attach this portal to.
Confirm the link. The Bitrix24 tab updates itself to "Connected" and closes on its own — the link is complete.

The AISAR app page in the Bitrix24 portal Market, with the Install button

The version 2 install dialog listing the permissions the app requests: CRM, Telephony, Open Lines, Contact Center and others

The "Almost there!" screen inside Bitrix24 with the "Finish setup in AISAR" button

The AISAR screen "Connect Bitrix24 to AISAR" with the portal address, the company picker and the Connect button

You have 15 minutes to confirm — if you miss the window, Bitrix24 shows "The attempt has expired" with a button to reopen the AISAR window. Nothing is broken, just repeat steps 3–5.

An alternative is to start from the AISAR dashboard: in my.aisar.app open Settings → Systems, click Setup on the Bitrix24 card and you land on the "Connection" step. Enter your portal address and click "Open app page": the AISAR page in your portal Market opens in a new tab. Meanwhile the wizard keeps waiting for the install and switches to "Connected" as soon as it lands.

The AISAR wizard "Connection" step: the portal address field, the "Open app page" button and the install waiting status

Step 2. Bind channels to Open Lines

For AISAR conversations to land in Bitrix24 Contact Center, each channel needs to be bound to an Open Line. This happens on the Mapping tab of Settings → Systems → Bitrix24 in my.aisar.app.

For each AISAR channel in the list, pick an existing Bitrix24 Open Line from the dropdown — or choose "Create a new line" to have AISAR create one for this channel automatically.
If the chosen line is already used by another connector (say, a different messaging service), AISAR shows a warning with two options: "Coexist" — AISAR is added to the line alongside the existing connector, both keep working; "AISAR only" — the other connectors on that line are turned off.
A binding can be removed at any time with the unbind button next to the channel row — this doesn't delete the line itself in Bitrix24.

The Mapping tab in AISAR: the "Open Lines mapping" block where each channel picks its Bitrix24 line

Step 3. Match portal users to AISAR

Bitrix24 users and AISAR users are separate accounts, and AISAR doesn't match them automatically (except the person who installed the app — that pair is mapped for you). Without a mapping, an operator can't act as themselves in AISAR: the mapping matters both for the AISAR tab on CRM cards and for telephony.

On the same Mapping tab, find the user-matching block — Bitrix24 users on the left, your AISAR company members on the right.
For every employee who works with conversations or calls in Bitrix24, select the matching AISAR user from the dropdown.
Right after the first install, this step may show up as its own screen ("Match Bitrix24 users with AISAR") — it's the same list, just surfaced in the first-run wizard.

Step 4. Set up telephony

Telephony is a separate, optional part of the integration: it turns on click-to-call from a phone number right in a CRM card. It's set up in two places — one on the AISAR side, one on the Bitrix24 side.

Calls require version 2 of the AISAR app: that is where the Telephony permission was added. If the app was installed earlier, reinstall it from the Market so the portal grants the missing permission; your integration settings are kept.

On the AISAR side

On the Telephony tab of Settings → Systems → Bitrix24, turn on the telephony switch.
Optionally pick a default Bitrix24 operator — calls will be assigned to them if the calling operator isn't matched yet (step 3).
Optionally turn on automatic lead creation in Bitrix24 for calls from a number that isn't found in the CRM.

The Telephony tab of the Bitrix24 integration in AISAR: toggles for mirroring calls and creating a lead for an unknown number

On the Bitrix24 side — a required step

Without this setting, click-to-call never reaches AISAR, even with telephony turned on in AISAR. In Bitrix24 itself, open Telephony → Telephony settings → Default outbound number and select "AISAR app".

The conversation itself doesn't happen inside the Bitrix24 window — the portal only initiates the call and shows the call card. The call itself runs wherever the operator's device is: a my.aisar.app browser tab with the browser softphone (keep it open), the Zoiper app on a phone, or a desktop SIP phone — whichever that operator has connected.

What it looks like day to day

AISAR tab on the card. Contact, lead and deal cards in Bitrix24 get an AISAR tab showing the conversation with that contact — no need to switch to my.aisar.app just to check the latest messages.
Conversations in Open Lines. New messages from bound channels arrive in Bitrix24's standard Contact Center (Open Lines) — the same way messages from any other connected messenger do.
Calls. Clicking a phone number in the CRM places a call through AISAR; Bitrix24 shows its own native call card and, once the call ends, automatically attaches the call recording to the deal — the same as any other call made through the portal's telephony.

Common issues and fixes

Symptom	Cause and what to do
You reinstalled the app in Bitrix24 (say, to refresh permissions) and are unsure what happened to your setup	If the portal was already linked to your AISAR company, AISAR recognizes it automatically and restores your previous sync settings and channel bindings — no need to go through claim again. If the status in my.aisar.app still shows "Not connected" more than a couple of minutes after reinstalling, open the integration card and click "Check now".
The Bitrix24 install screen says the portal is already connected to a different AISAR company	One Bitrix24 portal can be linked to only one AISAR company at a time. If this is a mistake (the portal got linked to the wrong place), contact AISAR support — unlinking someone else's integration needs a manual check.
Clicking a phone number in the CRM doesn't start a call in AISAR	Almost always one of two causes. First: Bitrix24's own "Telephony → Telephony settings → Default outbound number" isn't set to "AISAR app" (see Step 4). Second: the operator who clicked doesn't have a softphone open — they need an active my.aisar.app tab, Zoiper, or a desktop SIP phone.
Conversations from a channel don't show up in Bitrix24 Open Lines (or land in the wrong one)	Check that channel's binding on the Mapping tab (Step 2) — either it's missing, or it points at a different line than you expected. If the line is shared with other connectors, make sure the binding used "Coexist" rather than "AISAR only" (otherwise the other connector on that line got turned off).
A specific operator can't use the AISAR tab on a card, or their calls fail with an "operator is not mapped" error	This Bitrix24 user hasn't been matched to an AISAR user yet — go back to Step 3 and add the pair for them on the Mapping tab.