Set up Call Journal to Bitrix24 CRM

Once your phone system is connected to Bitrix24, you can enable Call Journal so that every call an associated user completes with a contact in your CRM (Customer Relationship Management system) is recorded as an activity in Bitrix24 automatically. This page walks through turning the feature on and shaping the log entries that get written.

Before you begin

Make sure you have already connected Cloud Voice to Bitrix24 CRM. Call Journal builds on that integration and will not work without it.

Turn on Call Journal

1. Sign in to the phone system management portal and open Integrations > CRM.

2. On the CRM integration page, switch Call Journal on.

3. Decide what each logged call should say. Fill in the following fields:

   

   • Subject: The title that appears on the call log entry.
   • Description: The body text of the call log entry.

   Note

   Both fields accept variables, so the text can pull in details from each call rather than staying static. The variables available for call journaling are documented in the integration template reference.

4. Adjust the journaling behavior to match how your team works:

   Setting	What it does
   Play Call Recording	Lets CRM users who are linked to phone system extensions open and play recordings held on the phone system directly from within Bitrix24.
   Disable Display Missed Call Records in Unanswered Agents	For queue and ring group calls, sends the call log only to the CRM of the agent who took the call. Agents who did not answer receive no missed-call entry for that call.

   Caution

   With Play Call Recording enabled, call recordings become reachable from inside Bitrix24: clicking a recording there causes the CRM to fetch the file from the phone system on demand. This exposes recorded audio to CRM users, so confirm with the CRM provider how Bitrix24 safeguards recording data once it is retrieved before turning this on.

5. Click Save.

What happens next

• Each time an associated user finishes a call with a CRM contact, the phone system writes a log entry to Bitrix24 using the subject and description you defined.

  

• If you turned on recording playback, users can review and play the call’s recording without leaving the CRM.