ACP Group is a golden partner of Bitrix24.
This status is given only to partners with proven expertise, a large number of successful implementations and a high level of trust from the developer. For you it means that we not only know the system well, we know how to turn it into a working tool for your business.
This status is given only to partners with proven expertise, a large number of successful implementations and a high level of trust from the developer. For you it means that we not only know the system well, we know how to turn it into a working tool for your business.
Case Study
UAE · Dubai
Real Estate
Omnichannel CRM
Dubai Real Estate CRM: Omnichannel Bitrix24 Implementation
Bitrix24 is an all-in-one CRM platform designed for UAE businesses, uniting leads, deals, and communications in one place. For Dubai real estate agencies, it acts as a CRM system and contact center: all channels (WhatsApp, Instagram, web chat, email, telephony) feed directly into Bitrix24.
Lead Capture
vs ~80% before
~100%
on messaging channels
Response Time
<10 min
Conversion Rate
estimated improvement
+25%
Time Saved
–2 hrs/day
per agent
Executive Summary
Unified Omnichannel Solution for Dubai Real Estate
We implemented a Bitrix24-based omnichannel solution for a Dubai real estate agency. All client communications – from WhatsApp and Instagram messages to phone calls, website chats, and emails – now automatically generate CRM leads. Agents work entirely in Bitrix24: they respond via integrated chat windows, click-to-call from leads, and attach property listings directly to deals.
Automated workflows send instant replies and SLA alerts. This integration eliminated lead loss, halved response times (to <10 minutes, estimate), and provided management with unified analytics on lead sources and agent performance.
Bitrix24 CRM
Omnichannel
UAE Real Estate
WhatsApp Business
Client & Context
Mid-Sized Dubai Firm Facing Fragmented Communications
The client is a mid-sized Dubai real estate firm operating in sales and rentals. In the UAE market, WhatsApp and Instagram are primary channels for client inquiries, on top of traditional calls and emails.
Before our project, communications were fragmented: agents used personal WhatsApp accounts, receptionists handled phones separately, and website queries were unmanaged. The agency needed a comprehensive CRM solution in Dubai that could capture leads from every channel and streamline sales workflows.
3 wks
Implementation
5
Channels
5★
Client Rating
CLIENT
DUBAI GROUP OF COMPANIES
UAE Market · Sales & Rentals
CHALLANGE
Key Challenges
The agency faced typical bottlenecks in working with Property Finder that severely impacted lead quality and agent efficiency:
Management lacked real-time data on which channels or campaigns were generating leads.
Lack of Insights
Leads from WhatsApp, Instagram DM, web chat and email were not unified. No single system tracked all inquiries.
Inconsistent Quality
Without instant notifications, average lead response was ~60 minutes.
Slow Response
An estimated 20% of leads were lost in communication gaps.
Missed Opportunities
Agents manually copied chat details into Bitrix24, wasting time and risking errors.
Manual Overhead
Solution
Omnichannel Bitrix24 Integration
We built an omnichannel Bitrix24 integration with the following features:
Client emails to support@ or info@ auto-create or update CRM leads. Outbound emails (e.g. listings, contracts) are sent via Bitrix24's mailing system and tracked against the deal.
Email
Direct messages and comments on Instagram sync to Bitrix24 as chat threads. Agents respond instantly; conversations link to CRM deals.
Instagram Open Channel
Social
All calls use CallGear's PBX integration. On incoming calls, Bitrix24 pops up the caller's CRM profile (or creates it) and logs call details. Click-to-call icons in CRM enable agents to dial clients or property owners with one click. Voicemails and missed calls generate follow-up tasks.
Phone (CallGear)
Telephony
Incoming WhatsApp messages via the Wazzup connector automatically create or update Bitrix24 leads. Agents reply from within the CRM; the entire chat history attaches to the client's record. Pre-approved WhatsApp templates (greetings, confirmations) ensure compliance.
WhatsApp (Wazzup)
Messaging
A Bitrix24 chat widget on the agency's website captures visitor messages as leads. Each chat transcript is recorded in the deal's timeline. Agents can share property listings directly through the chat window.
Website Live Chat
Web
Channel Integrations
Agents can attach property listings to any lead or chat. The Listing Preview widget displays photos and details in-chat, streamlining discussions about properties.
Listing Selector & Preview
CallGear's dialer widget and Wazzup chat panel are embedded in Bitrix24's deal page, enabling instant communication without leaving CRM.
Express Call & Chat Widgets
New inquiries trigger alerts (push notifications, emails). Business Process rules send auto-replies ("Thanks for contacting us...") and escalate if unanswered beyond SLA.
Notifications & Automations
Role-based permissions ensure agents see only their chats and leads, while managers have oversight.
User Access Control
A dashboard reports leads by channel, response times, and conversion rates, giving management full visibility.
Real-Time Analytics
Additional Implemented Features
In short
Bitrix24 became the
single source of truth.
Every chat or call now flows into one unified pipeline, reducing manual work and errors.
Architecture
System Architecture
Each channel's backend (Wazzup API, CallGear PBX, Instagram OpenChannel, email server) pushes data to Bitrix24 via REST API or webhooks. Key fields mapped include customer name, phone/email, message content, and channel tag.
All channels funnel into a single pipeline. Simple automations (e.g., auto-assign, basic alert) are used.
Basic Scenario
Single unified pipeline
Auto-assign new leads
Basic alert notifications
Standard field mapping
Each scenario builds on the same core: bitrix24.com syncs all channels into CRM, with custom fields tagging the source, enabling consolidated workflows.
Advanced Scenario
Multiple pipelines by campaign
Geographic routing rules
Team-based assignment
REST API real-time sync
Complex business processes
Separate pipelines or segments by campaign. Complex business processes handle routing (e.g., by geography or agent team). Wazzup and CallGear integrations use Bitrix24's REST API for real-time sync of chats and calls.
Process
Implementation Process
Setup & Provisioning
Week 1
Obtain WhatsApp Business API through Wazzup; provision CallGear numbers
Install the Wazzup and CallGear apps in Bitrix24
Configure Instagram Open Channel and embed the website chat widget
Training & Launch
Week 4
Train sales/support staff on the new interface
Go live with all channels active. Provide monitoring and support
Adjust automations based on initial feedback
Integration & Testing
Week 3
Map incoming data fields for each channel
Conduct end-to-end tests: send a WhatsApp message, make a test call, submit a website chat, send an email
Verify each channel creates a Bitrix24 lead with correct information. Fine-tune permissions and notifications
Configuration
Week 2
Define CRM pipelines (Online Leads, Phone Leads, etc.) and custom fields
Build automations: auto-create leads on new messages/calls, assign owners, send template replies
Lead Capture
~100%
Response Time
<10 min
Conversion Lift
+25%
Time Saved
–2 hrs/day
Results
Post-Implementation Outcomes
Before vs After (with estimates):
Channel Transparency
Agent Admin Workload
Deal Conversion Rate
First Response Time
Lead Capture
~80% (manual entry)
Before
After
~15% (estimate)
~60 min (estimate)
Low (no unified view)
High (multitasking)
+25% improvement (estimate)
<10 min on chat; <5 min on calls
~100% (auto-synced)
High (real-time dashboards)
Low (centralized in CRM)
Metric
"Now every WhatsApp and Instagram inquiry automatically creates a lead in our CRM. We no longer miss messages, and response times have dramatically improved."
Sales Director
Dubai Real Estate Agency
SM
Gallery
Solution Screenshots
Bitrix24 dashboard showing synchronized Property Finder listings and lead response metrics
KPI Dashboard
Agents work entirely inside Bitrix24 — no switching between apps or portals
Agent Workspace
Leadership views conversion, response time, credit burn rate, and agent rankings in real time
Analytics & Reporting
The solution was built specifically for the fast-paced Dubai real estate market
UAE Property Market