Integrations
Bitrix24 integration with telephony and your contact center
CONTACT.WORK connects Bitrix24 to your phone numbers and messaging apps. When a call comes in, the platform pulls the customer, their deals, and the assigned sales rep from Bitrix24, and it logs calls, recordings, and chats back to Bitrix24 automatically. Our engineer sets up the prebuilt integration in a few hours.
- Call logged to the customer record
- Task created: call back
- Recording attached
Capabilities
What you get with Bitrix24
Options
Three ways to work with Bitrix24
First we decide where agents work – in Bitrix24 itself or in CONTACT.WORK. You can combine options, for example for different teams.
The Bitrix24 lead form opens with the call
An inbound call opens a browser tab with the Bitrix24 lead form for the agent. The customer's number and the line they called are already filled in. This fits when agents should create leads in Bitrix24 right away – where sales reps will work with them later.
- The customer's number and line fill in automatically
- On transfer, the tab opens for the agent who took the call
- The lead appears right where it's worked next
The agent window in CONTACT.WORK
Agents don't need Bitrix24: they talk and fill in the form in CONTACT.WORK. The form finds the customer in Bitrix24 automatically, and once filled in, it becomes a contact, lead, or deal in Bitrix24.
- Data is entered once
- No Bitrix24 seats used for agents
- Sales reps get a ready-to-work lead in Bitrix24
- Deal "Order #1024" created
- Owner: sales manager Oleg
The contact center inside Bitrix24
We embed CONTACT.WORK telephony controls right into Bitrix24: calls are answered in Bitrix24, and the supervisor monitors queues, listens to calls, and coaches agents there too. This is not Bitrix24's built-in telephony or an off-the-shelf connector – it's a separate project. In self-hosted Bitrix24, it's a customization of the product itself. In Bitrix24 Cloud there's no access to the code, so the panel is built as a Bitrix24 app – this works too, but takes longer.
- Agent statuses, queues, and monitoring
- Call monitoring, whisper coaching, and easy transfers
- Full contact center reporting
| Oleg | On call 02:14 |
| Maria | Available |
| Igor | Break |
We'll decide which option fits you during discovery.
How it works
What works in each option
Bitrix24 record
Everything is saved in Bitrix24
Each call is logged on the customer record with its date, length, result, and a link to the audio, alongside the customer's chats from every messaging app. A missed call can immediately become a task for the assigned rep.
- Recordings open right from the record
- A task for each missed call, if enabled
- The full communication history in one place
- Incoming call · 3:12Anna · ▶ recording
- Telegram"When will it arrive?"
- Task: call backafter a missed call
Sales reps
No new app for sales reps
Sales reps, logistics coordinators, and other staff skip learning a new app: one click on the Bitrix24 record places the call. When a repeat customer calls in, the platform checks Bitrix24 for the assigned rep and sends the call directly to them.
- Click-to-call from the Bitrix24 record
- Returning customers reach their own rep
- Recordings and call history in Bitrix24
- ▶ Call recording 3:12 · yesterday
- Incoming call → routed to Oleg
Setup
How we connect Bitrix24
- 01DiscoveryWe look at how your team works with customers, choose an integration option, and agree on which events, fields, and workflows to sync.
- 02AccessYour Bitrix24 administrator grants REST API access, and you confirm the carriers, numbers, and messaging apps we connect.
- 03ConnectionWe link the platform to Bitrix24, your telephony, and messaging apps, and check that call events reach Bitrix24.
- 04Users, lines, and workflowsWe map users to their Bitrix24 accounts and queues to lines, set up fields and pipelines, and decide what a call creates: a lead, a deal, or a task.
- 05TestingWe test live: call, message, transfer, miss calls – and check the report to confirm everything reached Bitrix24.
- 06Go-liveWe walk agents and managers through the new way of working, switch the integration on, and watch it closely during the first days.
Requirements
What you need on the Bitrix24 side
- Bitrix24
- Cloud or self-hosted, with REST API access
- Permissions
- A Bitrix24 administrator during setup
- Telephony
- Your carriers and numbers connected to the platform
- Where the platform runs
- The CONTACT.WORK cloud or your own server
- Timeline
- Prebuilt integration – from 2 engineer hours; customizations and embedding in Bitrix24 – estimated separately
- Cost
- Prebuilt integration – in support hours on plans from Standard up; customizations and embedding in Bitrix24 – on Pro and Maxi
Preparation
What to gather before we discuss Bitrix24
Q&A
Frequently asked questions
How do I connect telephony to Bitrix24?
The platform connects to Bitrix24 through the REST API as external telephony. Our engineers install the integration, map users and numbers, and test calls – for the prebuilt integration this usually takes a few hours. You keep your numbers and your carriers. You don't need Bitrix24's built-in telephony: it has few contact center features, and calls through it cost more.
Are call recordings visible in the Bitrix24 record?
They are. Each call in the customer record shows the date, duration, and outcome, and the recording opens from a link.
Where are the recordings physically stored?
Recording files stay on the platform, either hosted by us or on your self-hosted server. Bitrix24 only holds a link on the record, so recordings use none of your Bitrix24 storage.
Which Bitrix24 integration option should we choose?
If you need the lead to appear in Bitrix24 during the call, choose the lead form tab. If you have many agents and need to handle calls fast, the CONTACT.WORK window works better – data goes to Bitrix24 automatically. If everyone must work only in Bitrix24, we embed the contact center right into it. You can combine options.
Do agents need their own Bitrix24 users?
Not if agents answer from CONTACT.WORK: the call and the agent form stay in the platform, and leads and deals go to sales reps in Bitrix24. You need Bitrix24 user seats only for people who work in Bitrix24 themselves.
What does the platform pull from Bitrix24 and send to it?
From Bitrix24, the platform pulls the customer contact, their deals, the assigned sales rep, and the fields you need – the agent sees them during the call, and the call goes to the right rep. To Bitrix24, the platform sends calls with duration, outcome, and a recording link, messaging app conversations, plus leads, deals, and tasks – however we agree. We finalize the exact list during discovery.
Will calls stop if Bitrix24 is down?
Calls keep flowing through the platform as usual – they don't depend on Bitrix24. The agent sees whether Bitrix24 accepted the data, and the call report logs what was sent and how Bitrix24 responded. A failed sync is visible right away.
Does the integration work if the platform runs on our servers?
The Bitrix24 integration works the same in our cloud and on your own servers. For self-hosted Bitrix24, the platform needs to reach its REST API on your network.
Does the integration work with Bitrix24 custom fields?
The integration reads and fills in your custom fields, pipelines, and stages. We agree on what goes where before launch.
Can you connect our accounting system or Bitrix24 inventory?
Beyond telephony and messaging apps, we connect Bitrix24 to other applications and databases – inventory, accounting, ERP – so data moves without manual work. This is custom development: we estimate the scope in advance and do it in Pro or Maxi plan hours.
Which carriers can we connect to Bitrix24?
Any carrier that provides a line over SIP, T1/E1, a GSM gateway, or an analog line. Before reaching an agent, the call goes through the IVR and queue according to your rules.
How can we get contact center numbers in Bitrix24 without opening reports?
Ask the AI assistant in plain language: "How many calls on deals in this pipeline did we miss yesterday, and why?" The assistant is connected to the platform through MCP and pulls the numbers and sample calls itself.
How much does connecting Bitrix24 cost?
Connecting the prebuilt integration is covered by support hours on plans from Standard up – usually from 2 hours. Customizations and embedding the contact center in Bitrix24 are billed at the Pro plan rate of $60/hour or from Maxi plan hours; we give you the scope before work starts.
Glossary
Terms on this page
- On-premises deployment
- The system runs on the company's own servers, not in the vendor's cloud. Learn more →
- REST: exchanging data between systems over HTTP
- The standard way software exchanges data over the internet. Learn more →
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
- Cloud deployment (cloud)
- The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
- Customer record
- The screen of customer data an agent sees during a conversation. Learn more →
- MCP (Model Context Protocol)
- An open protocol that lets AI work with the data and actions of other systems. Learn more →
- Connector
- A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
- Call recording
- Calls are saved so they can be replayed and disputes settled. Learn more →
- Hosting
- You rent a server from a provider instead of buying one. Learn more →
- ERP – enterprise resource planning
- Orders, inventory, and finance in one system. Learn more →
- SIP (Session Initiation Protocol)
- The protocol that sets up calls in IP telephony. Learn more →
- E1 – a digital trunk for phone lines
- A digital phone line that carries 30 calls into an office at once. Learn more →
- VoIP GSM gateway
- A device with SIM cards that lets the contact center call over the regular mobile network. Learn more →
- IVR (interactive voice response)
- A phone menu: the caller hears a greeting and picks the right department. Learn more →
- Supervisor
- Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
- Whisper coaching
- Supervisor coaching that only the agent can hear. Learn more →
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