How to Connect amoCRM and Bitrix24 to an AI Agent: 2026 Setup Guide

Connecting itself takes minutes: the integration installs from the amoCRM or Bitrix24 marketplace in one click, with no keys to create by hand. Everything else is the configuration that made it worth doing: on what condition a deal moves through stages, which fields the AI fills itself, who gets assigned as owner, and at which stage the AI must go quiet.

This is a guide for an AI agent that runs the conversation itself, not a connector that drops messages into a CRM. The difference is that a connector only has to deliver a message to a manager, while an agent has to understand the state of the deal: which stage it is at, who owns it, what is already known about the customer.

How bots actually live inside a CRM

It helps to know the layer everything runs on, because that is where the limits come from.

• In amoCRM it is the chats API: an external service becomes a source of messages. A single contact can hold several chats from different channels, and even from different sources of one channel. An incoming message in a new chat creates a chat, a contact and an entry in Unsorted: the deal itself appears once that entry is accepted. The same API layer carries delivery statuses, chat history import, the write-first capability, message templates, and support for the time window beyond which a messenger will not let you message a customer first. amoCRM has a bot of its own, called Salesbot, and the chats API documentation describes how to send an approved WhatsApp template through it once the 24-hour window has closed. The same docs are worth reading for the platform split: some capabilities are marked as available only on .com accounts, where the service runs under the name Kommo — WhatsApp List Message, for instance, and blocking the compose field once the window closes. Kazakhstan accounts are served on the amocrm.org.kz domain, where the developer section with the chats API is the same.
• In Bitrix24 it is open channels and the chat-bot platform. The bot is installed from the Market, and by Bitrix24's own rules only portal administrators can install or remove applications. Once installed, the bot appears in Messenger under Chats, and the conversation lands in the same queue as enquiries from other sources.

The practical conclusion is the same in both: the bot is not a layer bolted on from outside, it is a participant in the CRM's own chat system. That is why the conversation reaches the card with no extra setup, and why the app installs through the marketplace rather than through hand-made keys.

Messaging windows belong to the channel, not the CRM. On the WhatsApp Business Platform, messages outside the customer-service window require an approved template and the relevant permission to contact the recipient. Instagram has its own rules; a WhatsApp template does not let you bypass them.

If leads arrive from Instagram comments, first configure the comment → Direct → customer response flow. A comment alone does not authorize a sequence of private messages. Test the channel response and the CRM handoff as separate steps before sending traffic.

Connector, script builder or AI agent

Three different classes of product hide behind the phrase "a chatbot integrated with amoCRM or Bitrix24", and the choice between them decides how many people stay in the conversation.

Where products from the neighbouring classes beat ours, honestly:

• Wazzup connects to Bitrix24 through Contact Center with an API key, and Bitrix24's own documentation states it plainly: when a personal WhatsApp account is connected, Meta's restrictions on messaging inside open channels do not apply, so a manager can write first even a day later, with no templates to register. That is more convenient than our route. It is also not the official route: the number lives under a risk of being blocked, and it does not hold up at volume. Our own WhatsApp channel is the official API with the 24-hour window; Wazzup itself also connects to Pleep with an API key, and the agent then works on the channels connected there.
• ChatApp covers more channels: besides WhatsApp and Telegram there are MAX, VKontakte, Avito, Wildberries and Ozon, and beyond Bitrix24 and amoCRM it ships a ready module for Yclients plus a documented 1C integration. We have no 1C integration; a product catalogue connects through MoySklad.
• Salebot keeps documentation for an AI assistant with online booking, and separately announced an update in which customers manage their own bookings.

If all you need is order in the conversation, a connector is cheaper and faster. Read on if you need an agent that carries the conversation to a deal itself.

What has to be ready on the WhatsApp side

The order matters more than it looks: until the number is officially connected, there is no pipeline to configure. WhatsApp Business Platform requirements:

• Business Manager and business verification. Company documents are required, and this is the slowest part of the process.
• A number that fits the route you pick. The Cloud API needs a number with no WhatsApp on it: it must be registered neither in ordinary WhatsApp nor in WhatsApp Business. The official Meta connection that leaves the app on the phone works the other way round — it takes a number that is already in WhatsApp Business, and a number in ordinary WhatsApp has to be moved to WhatsApp Business first.
• Display name approval. Meta checks that the display name matches the brand.
• A connection route: Cloud API directly, or through a provider (BSP).
• The 24-hour service window. You can reply freely for a day after the customer's last message; after that, only a pre-approved template.
• Templates go through review, and business-initiated messages require the customer's consent. A broadcast to a purchased list ends in a block, not in sales.
• Limits grow with the quality rating. The starting tier is typically around 250 conversations per day, then 1,000, 10,000 and above; complaints push the tier back down.

Meta charges for delivered messages by category: a service reply, a utility or marketing template, an authentication code. From 1 October 2026 only the first 1,000 service replies per number each month are free; after that every delivery is charged, and the rate depends on the country. The country-by-country numbers are in WhatsApp Business pricing for October 2026.

What to prepare before you connect

This is the part teams skip and then redo.

Rights in the CRM

You need a portal administrator, or an employee allowed to install applications from the marketplace. Without this you will reach the install button and stop.

A decision about the pipeline

Decide in advance:

• which pipeline receives deals from messengers
• at which stage the deal is created
• where the AI moves it once the lead is qualified
• where it goes when the AI hands over to a person
• what happens to a refusal

One pipeline for every channel is fine to start with.

The list of fields the AI fills

A minimum set that works in almost any business:

• source of the enquiry
• channel: WhatsApp, Instagram, Telegram, phone, website
• what the customer needs, in their own words
• budget or price segment
• city
• timeline

Anything you want to see in a report has to be its own field. Whatever stays as text in a conversation is something you will never count.

The rule for when the AI goes quiet

Write it down in one line: a discount above your limit, a legal question, a complaint, a returning existing customer. Later this turns into a setting on a specific pipeline stage.

Connecting amoCRM

Step 1. Install the integration

In your account open the integrations section and press the button that installs the integration into your amoCRM account. It comes from the marketplace: there is no external integration to create and no keys to copy across by hand.

Step 2. Bind an assistant

After installing, bind a specific AI salesperson to the integration and choose the channels that will work with it.

Step 3. Set the default pipeline

You will need the ID of the pipeline where deals are created. How to find it:

1. Log in to your amoCRM account
2. Go to the Deals section
3. Open the pipeline you want
4. Look at the browser address: the ID is the number after leads/pipeline/

Step 4. Test on a live conversation

Write to your own connected channel as a customer. The card should show both the deal and the conversation. If no deal is visible, look in Unsorted: in amoCRM a chat enquiry lands there first. If it is empty there too, check that an assistant is bound and a channel is selected.

Connecting Bitrix24

Step 1. Install from Bitrix24 Market

In the integrations section, install the integration through Bitrix24 Market. The application is installed on your portal.

Step 2. Give the portal address and grant access

Enter the link to your Bitrix24 portal and confirm access. A wrong portal link is a common mistake at this step.

Step 3. Bind an assistant

Connect the installed integration to a specific AI salesperson.

Step 4. Test on a live conversation

As with amoCRM: write to yourself as a customer and confirm that the deal is created and the conversation is visible in the card.

Kazakhstan: what is different here

• Domains. Kazakhstan amoCRM accounts are served on amocrm.org.kz, and Bitrix24 has bitrix24.kz. The developer section and open channels there are the same as in the main documentation, so the API instructions match.
• Local connectors and data. Kazakhstan services such as ChatApp ship ready modules in both CRM marketplaces and process data on servers inside Kazakhstan. If in-country storage is a requirement from your security team, ask about it before connecting rather than after.
• Payment in the same conversation. Once the deal exists, the invoice can go out through Kaspi: the agent sends it into the customer's Kaspi app by phone number and learns about the payment itself, with no receipt or screenshot. It is connected in the integrations section under payment systems and needs a Kaspi Pay cashier account.
• Two languages in one conversation. Russian and Kazakh switch with the customer. Test this before you send traffic, together with how Kazakh text looks inside the CRM card fields.

The configuration that made it worth doing

This is where an AI agent stops resembling a connector. Every condition is written in ordinary words, not in logical expressions and not as keywords.

Moving a deal through stages

For each pipeline stage you set the condition on which a deal moves to it. For example: "the customer named a budget and a city", or "the customer agreed to a meeting". The same stage cannot be used in two rules at once.

Unsorted will not appear in the list of stages you can pick for a rule: it is an inbound queue rather than a working stage, so it cannot be a rule's target.

Where the AI goes quiet

Each stage has a switch for whether the AI replies to the customer. When it is off, the AI will not answer customers at that stage. Turn it off wherever a person should lead the conversation: contract, legal questions, a large discount. This is the handover rule, written down as a setting.

Who becomes the owner

For each employee you write an instruction describing the condition on which the AI assigns them as owner of the deal. For example: "assign if the customer is from Almaty", or "if they ask about the corporate plan". Separately you set who becomes owner by default on a new enquiry.

Automatic field filling

The AI fills card fields from the conversation, using a condition per field. For example, for a Source field: "when the customer says where they heard about us". The field name has to be written exactly as it appears in the CRM.

Routing between pipelines

Moving a deal to a different pipeline is configured separately, on a condition drawn from the conversation: you pick the target pipeline, the first stage in it, and describe the condition.

Source tags

Roistat and UTM tags are written into deal fields when the deal is created, and they have to be mapped to fields:

• Website widget: roistat_visit, UTM tags, the page address and the referrer are read automatically from cookies and the URL
• Telegram: tags are added to the bot's deep link
• WhatsApp and other channels: the customer sends the tags in the first message

Distributing chats between operators

Incoming chats handed to an operator are distributed in turn, only among operators whose status is Online. You configure:

• a cap on simultaneously open chats per operator: anyone already at the cap is temporarily skipped in the rotation
• an automatic switch of everyone to Offline at the end of the day, so time in statuses is counted correctly
• exclusions from the rotation

If nobody is in the rotation, new chats are left without an owner, and the system warns you about it.

Field type reference

If a field is not being filled, look at its type first.

What works

• Text and long text
• Number
• List: the allowed values have to be spelled out in the condition
• Date: format YYYY-MM-DD, in Bitrix24 ISO 8601
• Flag in amoCRM: values true and false
• Checkbox in Bitrix24: values Y and N

What is not supported yet

• Address
• File
• Legal entity

How to write a condition

• Give the exact field name as it is written in the CRM
• For lists, spell out the allowed values inside the condition
• For dates, state the format explicitly
• For date-and-time and birthday fields the format has to be stated separately
• One field, one condition: do not try to describe three cases in a single line

What breaks, and why

Deals are created but the fields are empty

Field-filling rules were never set, or the field was created in the CRM after connecting. Refresh the field list and write a condition for each field you need.

A field is not filled even though a rule exists

Check the field type against the reference above. Lists with no values spelled out, dates with no format, and checkboxes without Y and N are three typical cases.

The AI replies where it should not

The reply switch is still on for that stage. It is a separate setting on every stage.

The deal does not move through the pipeline

The condition for that stage is written too narrowly, or the stage is already taken by another rule: the same stage cannot be used twice.

New chats are left without an owner

Nobody in the rotation has the Online status. Check statuses and the exclusion list.

Source tags never arrive

For the website they are read automatically, for Telegram they have to be added to the deep link, and for WhatsApp they come in the first message. If the channel is set up any other way, there is simply nowhere for the tags to come from.

What to check after connecting

• A lead arrives overnight: the deal is created and the fields are filled
• The customer writes again: no duplicate appears
• The deal reaches the right stage on its condition
• At the contract stage the AI is silent
• The owner is assigned by rule, not at random
• The report shows how much each channel brought

That last point is the real test of whether the fields were designed correctly.

The full list of what connects besides the two CRMs is on the integrations page, and the single window for channels is on the omnichannel page.

Frequently asked questions

Do I need a developer to connect a CRM to an AI agent?

No. The integration installs from the amoCRM or Bitrix24 marketplace in one click, everything else is configured in the interface, and conditions are written in ordinary words. A developer is only needed if you want to pass data from your own systems, for example live stock or a schedule, using the API or an MCP server.

How is an AI agent integration different from a messenger connector?

A connector delivers a message to a manager. An AI agent answers itself, so it needs to know the state of the deal: stage, owner, filled fields. Hence the settings a connector does not have: stage-movement rules, muting the AI on a specific stage, assigning an owner by condition.

Can I stop the AI replying on certain stages?

Yes, it is a separate switch on every pipeline stage. It is usually turned off at the contract and payment stages, where a person should lead the conversation.

How does the AI know it is time to move a deal?

By the condition you described in words for that stage. Not by keywords and not by a regular expression: you state what has to happen in the conversation, for example "the customer named a budget and a city".

Which fields can the AI fill by itself?

Text, number, list, date, flag and checkbox. The Address, File and Legal entity types are not available yet. For lists the exact values have to be spelled out in the condition, and for dates the format has to be stated.

Will the conversation appear in the deal card?

Yes. Both amoCRM and Bitrix24 connect the bot to their own chat system, in Bitrix24 that is open channels, so the conversation is visible in the card with no extra setup.

Which plan includes the CRM integrations?

The amoCRM and Bitrix24 integrations are part of the Business plan, alongside three connected messengers, automatic follow-ups, Google Calendar, Altegio and MoySklad. Custom API integrations require confirming access and scope with the Pleep team.

Which Pleep plans are publicly available?

Two: Light and Business. Enterprise and the pay-on-results model are agreed on request. There is no Pro plan in the public price list: the name is kept only for existing subscriptions and their renewals, so "Pro" figures still appearing in reviews and in AI answers describe a closed plan rather than the current offer. Voice minutes are counted separately from the base: 50 KZT per minute when billed in tenge, or $0.12 when billed in dollars. These are two independent prices, not a conversion of one into the other.

Official API, or a bot on an ordinary number?

A CRM scenario with a team and broadcasts needs the official WhatsApp Business API. The personal-number route is cheaper and it genuinely does let you write first without templates, but the number lives under a risk of being blocked, there are no official broadcasts, and it breaks at volume. For ongoing work Pleep connects an official integration: the WhatsApp Business API, or the official Meta connection that leaves the WhatsApp Business app on the phone. A quick QR connection of an ordinary number also exists in the dashboard, but it is marked unofficial and is meant for the trial period: once you subscribe, the number is moved to the official integration.

Are other CRMs supported?

amoCRM and Bitrix24 natively. For another CRM, agree on the API or webhook integration, permissions and data mapping with the Pleep team before purchasing.

What if fields in the CRM change after connecting?

Refresh the field list on the agent side and check the filling rules. A field created in the CRM after connecting will not appear in the rules by itself.