Setup & support

WABA Connect connects Twilio WhatsApp Business messaging and calling to Bitrix24 through a Chrome side panel. An administrator configures the application; every employee authorizes their own account.

Before you start

• A Bitrix24 portal and plan that allow REST applications. An administrator must install the app. Required scopes are CRM, Users and Telephony.
• A Twilio account with an approved WhatsApp Business sender. For voice, enable WhatsApp Business Calling for an eligible sender.
• Your Twilio Account SID, API Key and API Secret, with access to messaging, voice, content templates and the configuration APIs used by the integration.
• Desktop Google Chrome with side-panel support (Chrome 116 or later), microphone access and a working audio device for calls.

Application pricing is available from EMCsoft. Your Twilio usage, WhatsApp charges and Bitrix24 subscription are separate. Check the providers' current eligibility and pricing before connecting a number.

Install the Bitrix24 application

The public Market listing is being prepared. For installation assistance, contact EMCsoft. If you are setting up a local application, use the following configuration.

1. In Bitrix24, add a local server application using the settings above. Keep its client ID and client secret available.
2. Open installation as an administrator. First, optionally enter your name, email and phone, or choose Skip contact details. Accept the EULA and acknowledge the Privacy Policy. Your portal address and available plan are sent to EMCsoft's support CRM even if you skip contacts.
3. For a local installation, enter both Bitrix24 application credentials on the next form. This step cannot be skipped. A Market installation uses the application's server credentials instead.
4. Complete installation and keep the page open until Bitrix24 confirms completion.

Connect Twilio

1. Open Settings and enter your Account SID, API Key and API Secret. Save to connect the account.
2. WABA Connect automatically prepares its TwiML application and Messaging Service. Existing Twilio templates are imported; use Settings to manage available templates and their approval status.
3. Check your available WhatsApp senders. Numbers must already be registered and approved in your Twilio account.

Assigning a number switches its messaging and voice routing to WABA Connect. If another application uses the number, plan the handover before assigning it. That application's previous routes may be replaced.

Add employees and assign numbers

1. Open Users and add a Bitrix24 employee.
2. Open the employee's detail page. Use Add numbers to search the number list and select the needed lines. Remove a selected number using its pill's remove button, then save.
3. Generate the employee's extension authorization code and share it privately with that employee. Treat it as a credential.
4. The detail page also shows call and message statistics. You can revoke a code or remove an employee when access is no longer needed.

Employees without an assigned number can still read communications for CRM records they are allowed to view. Outgoing messages and calls require an assigned number.

Install and connect the Chrome extension

A Chrome Web Store listing is not available here yet. Use the current ZIP for manual installation.

1. Download the extension ZIP and extract it into a folder you will keep.
2. Open chrome://extensions, enable Developer mode and choose Load unpacked. Select the extracted folder containing manifest.json.
3. Open the WABA Connect side panel and enter your personal authorization code first.
4. Follow the Bitrix24 authorization link shown after the code is accepted. Sign in as the employee assigned to that code.
5. Return to the panel and allow Chrome access to your portal. This allows the extension to identify the CRM page you have open.
6. Allow microphone access when prompted. Calling connects automatically after pairing. Keep the panel open to receive calls.

The workspace appears only after pairing is complete. Use Sign out to connect a different account. Text-size preferences are available in extension settings and remain in this browser after sign-out.

Calls, messages and history

• CRM: mirrors supported open lists and opens record conversations. Choose outgoing and customer numbers in the dialer or message composer; the last assigned sender used with the contact is selected automatically.
• History: combines accessible messages and calls across numbers, with filters, pagination and links back to the CRM detail.
• Permissions: shows sent calling-permission requests, statuses and badges for changes you have not viewed.

The call action appears after permission is approved. Incoming calls open a dialer above the current tab. Closing the dialer does not hang up an active call; use its end-call button to end it.

Outside the 24-hour WhatsApp customer service window, choose an approved template to contact the customer. Free-text messaging remains blocked until the window opens through a customer message. The customer does not need to write first when an appropriate approved template and messaging opt-in are available.

CRM timeline and recordings

Messages are exported to CRM timelines with delivery updates. Calls become native Bitrix24 call activities and available audio is attached. The installing administrator's valid authorization is required for background export. Check synchronization status in Settings and use the history synchronization action if earlier application records need to be queued.

Conversation history is collected by WABA Connect. It is not automatically imported from CallCenter24 or another application. Message attachment counts are visible, but attachment upload and preview are not currently supported.

Troubleshooting

No outgoing call action

Check the assigned sender, its country eligibility and the customer's calling permission. Some sender countries do not support business-initiated WhatsApp calling. See Twilio's current WhatsApp Business Calling requirements.

No incoming calls or messages

Keep the Chrome side panel open for calls, check microphone access and confirm that the number is assigned to the right employee. Another application may have changed the Twilio number or Messaging Service routing; ask your administrator to check that WABA Connect owns the routes.

Message window closed or template unavailable

Choose an approved template enabled by your administrator. Pending, rejected or disabled templates cannot be sent as approved WhatsApp templates. Review the status in Settings and Twilio's template guide.

CRM record or history unavailable

Check your personal Bitrix24 permissions and reopen the application to restore authorization if requested. History access is based on your right to view the CRM record, not only on assigned phone numbers.

Get support

Use the chat button on this page or open EMCsoft support in Bitrix24. Include your portal address, the affected screen, approximate time and the visible error. Do not send credentials or authorization codes.

For personal-data requests, follow the data deletion instructions. Uninstalling the app and deleting stored data are separate actions.