How to Connect WhatsApp to Bitrix24 CRM: A Malaysia Guide (2026)
Stop losing customers in salespeople's phones. The ways to connect WhatsApp to Bitrix24, what each costs, and a step-by-step setup for Malaysian sales teams.
In Malaysia, sales happen on WhatsApp. Customers message a salesperson's personal number, quotes go out as photos, and when that salesperson leaves, the customer history leaves with them. Managers can't see who replied, how fast, or what was promised.
Connecting WhatsApp to Bitrix24 fixes this. Every chat lands in one shared inbox, is linked to a CRM lead or deal, and stays with the company.
What you get when WhatsApp is connected to Bitrix24
- One company WhatsApp number for the whole team
- New chats create leads automatically and are assigned by rule
- Full chat history on every contact and deal
- Managers see response times and can step into any conversation
- Chats stay with the company when staff leave
Two ways to connect WhatsApp to Bitrix24
| WhatsApp Business Platform (official API) | Connector app (e.g. Wazzup24) | |
|---|---|---|
| How it connects | Through a Meta-approved provider, using a number registered on the API | Connects a WhatsApp or WhatsApp Business number to Bitrix24 |
| Setup | Meta business verification, display-name approval, message templates | Usually scan a QR code and configure routing |
| Running cost | Meta charges per conversation or message, plus provider fees | Fixed subscription |
| Broadcasts and chatbots | Yes, with approved templates | Limited; check the plan |
| Best for | High volumes, marketing broadcasts, verified brand | SME sales teams that want shared WhatsApp quickly |
Either way, the chats arrive in Bitrix24's Contact Center (Open Channels), alongside Facebook, Instagram, live chat, email and web forms.
Step by step: connecting WhatsApp to Bitrix24 with Wazzup24
- Pick the number. Use a company-owned WhatsApp Business number, not a salesperson's personal number. Back up the existing chats first.
- Install the app. In Bitrix24, open Market, find Wazzup24 and install it. You need Bitrix24 administrator rights.
- Connect the number. In Wazzup24, add a channel and scan the QR code from the WhatsApp app on the company phone.
- Link it to an Open Channel. Choose which Open Channel (queue) receives WhatsApp chats, so they appear in the Bitrix24 messenger.
- Set routing rules. Decide who receives new chats: round-robin across the sales team, by region, or to a specific person. Set what happens if no one replies in time.
- Turn on CRM automation. Have new chats create a lead (or attach to an existing contact by phone number), and move deals forward automatically.
- Train the team. Salespeople reply from Bitrix24 on desktop or the mobile app, not from the phone. Agree on quick replies and when to convert a chat into a deal.
Tip: Customers sending photos of documents, receipts or forms? Our WazzOCR app turns WhatsApp images into text and data in Bitrix24.
What it costs in Malaysia
You need a Bitrix24 plan with Contact Center connectors (Standard or above suits most sales teams; see Bitrix24 price in Malaysia), plus the WhatsApp connection itself. Through FusionETA, corporate WhatsApp with Wazzup24 is priced in RM and includes setup, training and support:
| Package | Contacts per month | Price (excl. SST) |
|---|---|---|
| Standard | Up to 500 | RM2,500 / year |
| Unlimited | Unlimited | RM5,000 / year |
More details on our corporate WhatsApp page.
Good practices for WhatsApp sales in Bitrix24
- Get consent. Under Malaysia's PDPA, only message customers who contacted you or agreed to hear from you. Don't use WhatsApp for unsolicited bulk messages.
- Set a response target. Use Bitrix24's Open Channel statistics to track first-response time by salesperson.
- Keep one number per brand. Customers trust a consistent number, and it keeps reporting clean.
- Add AI carefully. Bitrix24 CoPilot and AI agents can draft replies and summarise chats. An AI chatbot can answer common questions out of hours and hand over to staff.
Frequently asked questions
Can Bitrix24 connect to WhatsApp?
Yes. WhatsApp can be connected to Bitrix24's Contact Center (Open Channels), either through the official WhatsApp Business Platform (API) or through a connector app such as Wazzup24. Chats then appear in Bitrix24 and are linked to CRM leads, contacts and deals.
Can my whole sales team use one WhatsApp number?
Yes. That's the main reason to connect WhatsApp to Bitrix24. Every salesperson replies from Bitrix24 using the company number, and managers can see and reassign every conversation.
Do I need the WhatsApp Business API?
Not always. The official API suits high volumes, broadcast templates and chatbots, but Meta charges per conversation. Connector apps such as Wazzup24 can connect a regular WhatsApp Business number, which is simpler and cheaper for many SMEs.
How much does WhatsApp integration with Bitrix24 cost?
Through FusionETA, corporate WhatsApp with Wazzup24 is RM2,500 a year (up to 500 contacts a month) or RM5,000 a year (unlimited contacts), including setup, training and support. The Bitrix24 subscription is separate.
What happens to chats when a salesperson leaves?
With WhatsApp connected to Bitrix24, the conversations belong to the company, not the employee's phone. You reassign the leads and deals to another salesperson and the full chat history stays in CRM.
WhatsApp Business Platform pricing is set by Meta and changes from time to time. Wazzup24 package prices are FusionETA's prices as at November 2026, excluding 8% SST.
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