Two CRMs at once and switching between Bitrix24 and amoCRM

The “Connected programs” block is in Settings → “Integrations”, at the very top of the list. Only the owner and administrators see and change it. It lists the connected Bitrix24 and amoCRM, each with a role and a state.

Two programs work in parallel

• The role “Primary”: it gets calls and dialogues that have no program of their own.
• The role “Secondary”: such a program works only through its own lines.
• The state is “Working” or “Paused”. A paused program starts working with the first line moved into it.
• Lines and dialogues that have their own program stay where they are when you change the primary one.

To make another program primary, press “Make primary” next to a working secondary one. The window “Make … primary?” shows how many lines and dialogues will pass to it and reminds you: “Lines and dialogues with their own program stay where they are.”

Switching from one program to another

The button “Switch to another program” moves lines from one connected program to another, for example from Bitrix24 to amoCRM or back. It appears when two or more programs are connected. First you pick the program in the window “Where to switch from …?”, then Dialogs takes you through two steps: “Step 1 of 2. Check the consequences.” and “Step 2 of 2. Confirm the action.” On the first step you see how many lines move and how many dialogues go with them.

• What stays: dialogues, history and customer links. Dialogues are not deleted.
• What stops: new messages and calls of these lines are no longer passed to the old program, and data there stops updating.
• If the new program was paused, the window warns that it starts working with the first line moved.
• If the new program shows dialogues by responsible person, operators will see moved dialogues of their own customers only.
• If the new program cannot take some line, the window says so and the move does not start. If some lines are skipped, they stay in the old program and work as before.

If some lines did not move, the window says: “Repeat the move once the reason is gone: it takes only the lines that are left.” If no answer came back, open the move again, it will show what is left.

How Bitrix24 differs from amoCRM

• Moving into Bitrix24 needs preparation: the line must be tied in the open line settings in the program. Dialogs says: “open the Open Line settings in Bitrix24 and tie this Dialogs line, customers keep going to the current program meanwhile”. In the program open the open line settings: the menu item’s name depends on the version, so it is not named here.
• Bitrix24 needs working access for the app: without it the window tells you to open the app on the portal as an administrator. If the portal does not answer, try again later. A line hidden from CRMs is skipped by the window: support can show it.
• In amoCRM you do not prepare the line by hand. If access to amoCRM is not confirmed, the window says: “access to amoCRM is not confirmed, connect it again”.
• When leaving Bitrix24, people who saw a line only through the open line queue lose access to it. Leaving amoCRM gives no such warning.

The move did not start: Bitrix24 did not take the line

The window names the reason for each line, and nothing changes meanwhile. For Bitrix24 the reason may be an untied line or no access for the app. Remove the reason and repeat the move: it takes only what is left.

After the move an employee does not see the line

It means they saw it only through the queue in the old program. Open the “Channel access” tab and give them access. If the queue of the new line in the new program could not be read, Dialogs shows a list of lines: open the open line settings in the program and choose the channel again.

Disconnecting a program

The button “Disconnect” is there when two or more programs are connected. If there is only one, it cannot be disconnected here: connect another first. The window “Disconnect …?” says: “What stays: dialogues, history, lines and customer links. Nothing is deleted.” Sign-in through the program stops at once until you connect it again. Other ways to sign in keep working.

Moving lines does not change how people sign in: “Sign-in through … does not change: the program stays connected until you disconnect it.” About signing in from a CRM, see the articles on Bitrix24 and amoCRM.