Online Consultant MAX (MAX)

What this solution does

Online Consultant MAX is a module that integrates a website chat with the MAX messenger. When a visitor sends a message via the widget on your site, it is instantly delivered to the manager in MAX. The manager replies from a phone or computer, and the response appears immediately in the visitor's widget. No separate operator interface is required; the manager's workspace is the familiar MAX messenger.

All correspondence is stored in the site's administrative section. The system provides a list of inquiries, the full history of each dialogue, the page from which the visitor arrived, and the time of the inquiry. Data is stored in your own database, not on a third-party service.

Module capabilities:

• Prevent missed inquiries: notifications are delivered via push messages in MAX, not to an email inbox.

• Fast responses from anywhere: there is no need to keep the site admin panel or a separate operator console open; a phone with the messenger is sufficient.

• No staff training required: employees use the familiar MAX chat without learning new interfaces.

• Distribute inquiries among multiple staff members: any channel participant can respond, and all participants can view the correspondence.

The module saves the history of all dialogues in the site's database. Correspondence remains accessible in the admin panel even after staff changes.

The solution ensures compliance with 152-FZ requirements: it implements consent collection for personal data processing, allows configuration of IP address storage modes, and supports automatic deletion of correspondence after the specified retention period.

Unlike other modules that use a deep link to redirect visitors to the separate MAX application, this module embeds the chat widget directly on the website. The dialogue takes place within the site interface, while the entire message history is stored within the Bitrix system.

For visitors:

• A lightweight chat widget that requires no registration or installation of additional applications.

• Configurable header, greeting message, and sound notification for new responses.

• Continuation of the dialogue context when navigating between site pages.

• Consent form for personal data processing with the ability to specify custom text and a link to the privacy policy.

For managers:

• Inquiries are routed to the MAX channel with instant mobile notifications.

• Responses are sent as standard comments without switching to the site's admin panel.

• Multiple staff members assigned to the channel can participate in the dialogue.

• Display of the specific site page from which the visitor originated.

For site administrators:

The MAX online consultant module by Singurix adds an Inquiries section to the admin panel, featuring a list of dialogues, full correspondence history, and data export capabilities. In a multisite configuration, specific sites can be selected for widget display. Visitor IP storage is flexible: data can be kept as-is, stored as a hash, or not stored at all. The retention period for correspondence is configurable, with old dialogues and IP addresses automatically deleted. Spam protection includes rate limiting, honeypot mechanisms, and request source verification. A work log is available for diagnostics. The solution operates without a public HTTPS address; if the webhook is unavailable, responses are fetched via polling. All settings are configured within the Bitrix interface without modifying code or the site template.

Hosting requirements:

• PHP 8.2 or higher.

• Two response retrieval modes are supported: Webhook (recommended) and polling. The Webhook mode provides instant responses and requires a valid SSL certificate issued by a certification authority (Let's Encrypt is acceptable), as well as site accessibility from the internet via HTTPS on port 443.

Event polling mode is enabled with a single checkbox. It is designed for websites not publicly accessible or lacking a suitable SSL certificate. In this mode, the module independently retrieves responses from the MAX platform, eliminating the need to register a webhook. Responses arrive with a delay corresponding to the polling interval and are available only while the chat is open for at least one visitor.

The module performs outgoing HTTPS requests to platform-api2.max.ru. The root certificate of the National Certification Center is included in the module, so no installation on the hosting server is required.

Connection to the external service is handled via the MAX Bot API. The user must independently create a bot on business.max.ru under their own profile (legal entity, individual entrepreneur, or self-employed individual) and enter the bot's token in the module settings. Bot registration is free but requires a profile on business.max.ru; the module does not include or replace the MAX registration process.

Module functionality depends on the availability of the MAX service. If the API is unavailable, requests will not be delivered to managers.

MAX Bot API technical limitations:

— Maximum rate: up to 30 requests per second.

— Maximum message length: 4000 characters. The module automatically splits long messages into parts.

The MAX Online Consultant module supports text-only communication. File and image transfer via the widget is not currently supported. Manager responses are delivered as comments on messages within the MAX channel; therefore, comments must be enabled in the channel.

A valid license key binding is required for the module to function. Upon license expiration or if the module is used with an incompatible key, it enters a restricted mode. In this mode, notifications for new inquiries continue to arrive, but the message content is hidden and the chat section in the admin panel is inaccessible. Chat history is preserved and becomes fully available again after the license is renewed.

Installation and configuration are performed by a site administrator without programming skills. All settings are managed through the admin panel; no code or template modifications are needed. The administrator must be able to install the solution from the Marketplace and verify that the site is accessible via HTTPS. Creating a bot and channel in MAX requires a business owner or administrator with a profile on business.max.ru. Daily operations can be performed by any staff member proficient in using a messenger.

A step-by-step guide for installation, configuration, and verification is available in the "Solution Installation and Configuration Description" section.

When needed, General iT can implement “Online Consultant MAX (MAX)”, configure the module and verify it against the current website setup.