Use Bitrix24 CRM Integration

With Cloud Voice linked to Bitrix24 CRM (Customer Relationship Management, the app your team uses to track leads, contacts, and conversations), extension users can place and log calls without leaving the CRM, and their conversations, chats, and contacts stay in sync across both systems. This page walks through each capability and what it takes to use it.

Click to Call

Turn any phone number shown in Bitrix24 into a one-click call placed through your Cloud Voice extension.

Before you use it

• Install the Cloud Voice extension for Google Chrome, and set up the Cloud Voice App web client to work alongside it.

• Stop routing calls through Bitrix24 Telephony so that dialing is handled by Cloud Voice instead. In Bitrix24, go to CRM > Settings > CRM Settings > Other > Other Settings > Format and disable the option.

  

  Caution

  If Bitrix24 Telephony is left enabled, clicking a number dials through Bitrix24’s own phone service instead of your Cloud Voice extension, so Click to Call will not work. Confirm this option is off before you test.

How it works

Click the call icon to reveal the detected phone number in Bitrix24, then click the number. The call is dialed straight out through the PBX (Private Branch Exchange, the phone system behind your Cloud Voice service) extension tied to your account.

Call Popup

When a call involves a known CRM contact, Bitrix24 can surface that contact’s record automatically.

Before you use it

Keep at least one of these clients signed in:

• The Cloud Voice App desktop client.

• The Cloud Voice App web client.

  Note

  If the user closes the browser or the Cloud Voice App web client tab, calls can no longer be received. Installing the Cloud Voice extension for Google Chrome keeps the popup tab working even when the browser is closed.

How it works

When a Bitrix24 user receives or answers an inbound call from a CRM contact, or wraps up a call with one, a new browser tab opens on its own to show that contact’s details. The user can also open the record by hand from the call window while the call is still connected.

• Automatic popup: the record opens on its own at the configured moment in the call.

  

• Manual popup: the user opens the record from the call window during the call.

  

Note

For details on when and how the record opens, see Set up Call Popup.

Note

The browser may block the popup tab. If that happens, click the blocked-content icon in the address bar, allow pop-ups and redirects for the site, and then click Done.

Call Journal

Every outbound, inbound, and missed call is logged to the CRM automatically, so your team keeps a record of each conversation.

• To review the logs, sign in to Bitrix24 and open a contact detail page under CRM > Leads or CRM > Customers > Contacts/Companies.

  

• If you have turned on call recording playback, users can also play back recordings directly within the CRM.

  

Chat Journal

When an external chat session between an extension user and a CRM contact ends, whether the user closes it or the system does, every message from that session is synced to Bitrix24, giving your team the full history of each customer interaction.

To read the synced messages, sign in to Bitrix24 CRM and open the contact detail page.

Contact Synchronization

An inbound call from a Bitrix24 contact, or an outbound call to one, triggers a contact lookup. When Bitrix24 holds a contact with a matching number, that contact is copied into the linked PBX phonebook, where it stays read-only.

For details, see Set up Contact Synchronization from Bitrix24 CRM.

Lead or Contact Creation

When a linked extension calls or is called by a number that Bitrix24 doesn’t recognize, a new lead or contact can be created, automatically or by hand.

For details, see Set up Lead or Contact Creation for Bitrix24 CRM.