Mail responder AI agent for Bitrix24

About the Client

Our client, a translation firm from Korea working worldwide, uses Bitrix24 On-Premise as a CRM for their clients and a task manager for employees. The client needed to decrease salesperson time spent on routine tasks by using Bitrix24 and AI services.

Project Goal

As part of a broader business efficiency improvement initiative, our main objective was to reduce the time sales managers spend manually reading and replying to routine client emails. A critical requirement was to strictly preserve the company's established corporate tone and brand guidelines across all communications. According to internal data provided by the client, handling routine email correspondence previously consumed up to 30% of a salesperson's total working time.

The Solution

To address this challenge, we developed a custom OpenAI-powered AI agent directly integrated into the CRM environment. The agent triggers as soon as a manager begins responding to an email in Bitrix24, analyzing the incoming message content and instantly generating a context-aware draft answer directly inside the email editor, allowing the user to review, edit, or send it immediately.

Unlike Bitrix24's built-in AI assistant (CoPilot), which relies solely on the immediate text of the incoming email to formulate a response, we engineered an extended AI pipeline capable of deeply analyzing incoming requests. Our system accurately determines the specific intent or inquiry type of the message and selects tailored system prompts. Crucially, it enriches these prompts by automatically pulling relevant background data directly from various Bitrix24 entities, including current and past deal records, commercial proposals, estimates, and historical client interactions.

Key Results & Impact

Following the deployment of the AI agent, the average time required to handle an incoming email was dramatically reduced from 5–10 minutes down to just 1–2 minutes, even when accounting for manual review and minor editing of the AI-generated draft. By eliminating routine drafting work, the sales team reclaimed hours of productive time daily, enabling them to focus on high-value client negotiations and strategic tasks.