Bitrix24 CRM Integration Overview

Connecting Cloud Voice to Bitrix24 CRM (Customer Relationship Management, the system your team uses to track leads, contacts, and companies) lets your team work calls without leaving the CRM. Calls still run on your Cloud Voice phone system, but the details of each conversation, who called, when, how long, and any recording, show up alongside the matching lead, contact, or company in Bitrix24. This page covers what you need before you start, what the integration can do, and the terms used throughout the setup instructions.

Requirements

Before you set up the integration, confirm the following:

• Bitrix24 edition and plan. You must use Bitrix24 Cloud Edition on one of these plans: Basic, Standard, Professional, or Enterprise.
• Phone system firmware. Your Cloud Voice PBX (Private Branch Exchange, the phone system that routes your calls) must be running firmware version 84.23.0.83 or later.

Caution

The firmware minimum is a hard requirement. On a version older than 84.23.0.83, the Bitrix24 integration options will not appear or will not work. Check the firmware version and update it first if needed.

What the integration does

Click to call

Users can place a call straight from Bitrix24 by clicking a phone number that the CRM has detected, and the call is dialed through the Cloud Voice App in the browser.

Note

Click to call relies on the Cloud Voice App browser extension for Google Chrome. Install the extension and configure the web-based Cloud Voice App to work with it before using this feature.

Call popup

When a user has the Cloud Voice App open (in the browser or the desktop app), the matching contact’s Bitrix24 profile opens automatically at key moments in a call. This happens when an inbound call from a CRM contact rings or is answered, and when a call with a CRM contact ends. During an active call with a CRM contact, the user can also open that contact’s profile manually from the call window.

Call recording playback

Recordings are kept on the phone system, but CRM users can reach them without leaving Bitrix24. Each relevant call log entry in the CRM lets the user see and play back the recording stored on your Cloud Voice PBX.

Contact synchronization

When a user takes an inbound call from a Bitrix24 contact, or dials one, that CRM contact is copied into the linked Cloud Voice phonebook, keeping your phone system directory aligned with the CRM.

Lead or contact creation

For calls involving a number the CRM does not yet recognize, whether inbound or outbound, Bitrix24 can create a new lead or contact. This can happen automatically or be done by hand.

Call and chat journal

Call and chat activity is written back to Bitrix24 automatically. When a user tied to a Cloud Voice extension finishes a call with a CRM contact, that call is logged in the CRM. For external chat sessions, if the other party’s number matches a CRM contact exactly, the full chat transcript is synced to the CRM once the session closes, whether the user or the system ends it.

Terminology

Term	Description
Bitrix24 Main Administrator	The user who registered the Bitrix24 account.
Bitrix24 User	A user who was invited into Bitrix24.
PBX Extension	The extension number assigned to a Bitrix24 user. Users register their extension on a phone or in the Cloud Voice App and use it to make and receive calls.
Bitrix24 Companies	A client, supplier, or partner you do business with.
Bitrix24 Contact	An individual who has bought your product or service, or a company representative responsible for purchasing.
Bitrix24 Lead	An individual who could potentially become a customer for your product or services.