Bakery & confectionery with delivery: Bitrix24, 1C exchange and a Telegram bot
Updated
- Client
- Bakery & confectionery with delivery
- Industry
- Food & beverage · HoReCa · Ukraine
- Stack
What did the client need?
The client takes orders online and wanted to automate sales and marketing: keep customer data in one place and see the full history with each customer.
At first the website, the CRM and accounting were not connected. Orders never reached accounting, and payment links and Telegram notifications kept failing.
What did we set up first?
The first stage covered sales in the CRM and was already running in 2024:
- order-handling scripts;
- lead segmentation and statuses;
- deal stages and segmentation;
- automation of the manager's workspace;
- integration of website orders.
How does an order reach accounting and payment?
In February 2025 we set up data transfer from the CRM to 1C, so orders from the CRM now reach the accounting system.
In March 2026 we added sending payment links to customers. In May the discount set in the CRM started going to 1C as well.
What does the Telegram bot do?
The bot sends the customer two buttons: confirm the order or decline it. The answer starts a business process in the CRM. When needed, the bot asks the customer for a phone number.
The bot also runs an NPS survey with three emoji. The rating moves the deal to the matching stage of a separate NPS pipeline, and a neutral or negative rating gets its own reply.
In January 2026 we moved the bot scenario from n8n to a separate service built on Mastra, with error alerts sent to Telegram. In April a widget appeared on contact and lead cards, so managers can message a customer on Telegram straight from the CRM. Since May every outgoing message is also copied into the Bitrix24 Open Channel chat.
Frequently asked
How do you track customer NPS in a CRM?
The bot sends three emoji on Telegram, and the answer moves the deal in a separate pipeline to Promoters, Passives or Detractors. The pipeline itself shows how many customers sit at each stage.
Is the discount passed from the CRM to 1C?
Yes. Since May 2026 the discount set in the CRM goes to 1C together with the order data.
Can a manager message a customer on Telegram without leaving the CRM?
Yes. Contact and lead cards have a Telegram widget. A sent message is saved as a comment in the card's history and, since May 2026, also copied into the Open Channel chat.