Clients - Kala Group Technologies LLC

Customer Contact Center

The idea behind universal contact center in Bitrix24 is simple. It doesn’t matter which communication channels your customers use – email, telephone, social media, instant messenger, web form, website live chat – Bitrix24 supports them all, saving the entire history of client interactions over time in one place.

What are open channels?

Open channels connect popular social networks and messaging platforms, such as Facebook, Skype, Instagram, Viber, Telegram, Slack and others to your Bitrix24 account. Messages are sent by your clients from these platforms, answered by your employees inside Bitrix24 and relayed back. All messages are logged and saved inside Bitrix24 CRM. Open channels support intelligent routing, queuing, rules, canned replies, bots and can be integrated with website live chat and Bitrix24.Network.

Queueing and routing

Separate queue for each open channel
Intelligent routing (existing clients connected to their account managers)
Conversation transfers from one agent to another
Wait time rules
Whisper mode (chat between employees invisible to clients)
Canned responses
Chat bot and AI support
Web or mobile

Website live chat

Free for 12 agents
Easily embeddable (HTML code)
Customizable appearance
All features of open channels
Adaptable design
After hours form
Hosted live chat if you don’t have a website

CRM web forms

Hosted or embedded
Any form type (contact, feedback, support, order forms)
Product catalog
Online payments
Fully customizable
Post submit redirects

Bots and AI

REST API available
Own or third party bots
Microsoft Bot Framework support
Public and private bots (Bitrix24 Marketplace)
Natural language processing
Virtual assistant
Bot to live agent transfer rules

Omni-channel customer service

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