Set up Chat Journal to Bitrix24 CRM

Chat Journal keeps your Bitrix24 records complete without any manual copying. Once you enable it, Cloud Voice writes the entire message exchange between an extension user and a CRM (Customer Relationship Management) contact back to that contact in Bitrix24, giving your team the full context of every conversation for follow-up and reporting.

Caution

A chat session is only journaled when the recipient number on the session is an exact match for the number saved on the CRM contact, for example, +1123456789 written identically in both places. If the numbers differ in any way, the history is not synced.

Requirements

Your Cloud Voice system must be running firmware 84.23.0.83 or later.

Before you begin

Make sure the following are in place:

On the phone system

• Cloud Voice is already integrated with Bitrix24 CRM.
• At least one messaging channel is set up on the phone system.

In the Cloud Voice App

• The CRM user, whose account is tied to a phone system extension, has started an external chat with a CRM contact through a messaging channel in the Cloud Voice App.

Set up Chat Journal

1. Sign in to the phone system web portal and go to Integrations > CRM.

2. On the CRM integration page, enable Chat Journal.

3. In the Subject field, enter the title you want each synced record to carry.

   

   Note

   You can build the subject from variables so each record is labeled dynamically. Refer to the Chat Journal scenario variables for the list of values you can insert.

4. Click Save.

Result

When an external chat with a CRM contact is closed, whether the user ends it or the system does, Cloud Voice automatically posts the complete conversation to that contact’s detail page in Bitrix24.

Note

Messages are written in the order they were sent, and each entry records the channel type, timestamp, sender, and message content.