---
title: "Bitrix24"
slug: "crm-bitrix24"
description: "Voiso integrates with the Bitrix24 CRM to enable agents to use the Voiso click-to-call feature in the Bitrix24 CRM to initiate and handle calls."
updated: 2026-01-29T12:53:41Z
published: 2026-01-29T12:53:41Z
canonical: "docs.voiso.com/crm-bitrix24"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Bitrix24

**Who should read this article**: Administrators

Enable your agents using Bitrix24 to call contacts using click-to-call.

## Introduction

Voiso integrates with the Bitrix24 CRM to enable agents to use the Voiso click-to-call feature in the Bitrix24 CRM to initiate and handle calls.

### Features

The Voiso Integration app for Bitrix24 enables the following CRM features:

| Feature | Description |
| --- | --- |
| Click-to-call | Agents initiate calls in Bitrix24 by clicking the **Call** icon instead of manually dialing the number |
| Calling List Import | Voiso pulls selected contact phone numbers directly from the Bitrix24 contact list for Dialer campaigns |
| Screen Pop | The contact record is automatically displayed in Bitrix24 when an agent handles a call in Voiso |
| Call History | Call outcome logging and call details are automatically transmitted to the Bitrix24 database after a call and are available from the **Call Details** table |

### Click-to-call

The Voiso Bitrix24 CRM integration allows agents to call [leads](https://helpdesk.bitrix24.com/open/19360846/) or [customers](https://helpdesk.bitrix24.com/open/19916014/) from Bitrix24 CRM by clicking a phone number or the **Call** button on pages like Lead information, About contact, Company, or Deal.

![Bitrix24 Click-to-call](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Bitrix24%20Click-to-call.png)

To use the click-to-call feature, agents must sign in to both Bitrix24 CRM and Voiso and start the **[Agent Panel](/v1/docs/agent-panel)** or **[Omnichannel Workspace](/v1/docs/agent-guide-omnichannel-workspace)**.

When an agent initiates a call from the Bitrix24 CRM, Voiso receives a request containing the number to call and the Bitrix user ID. The ID must match the value in the **Bitrix24 User ID** field in the [user's settings](/v1/docs/crm-bitrix24#setting-up-users).

### Calling List Import

Bitrix24 Calling List integration lets you build dialer calling lists directly from your Bitrix24 CRM contacts and leads, then import them into Voiso for outbound campaigns. This streamlines campaign setup by eliminating manual CSV exports and ensuring agents always dial the most up-to-date records. Use the integration to support faster list creation, cleaner contact data, and more efficient outbound dialing workflows.

![CRM Bitrix24 Dialer Campaign Live Calling List](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/CRM%20Bitrix24%20Dialer%20Campaign%20Live%20Calling%20List.png)

### Screen Pop

When a call is connected, Voiso can automatically open the matching Bitrix24 record in the agent’s browser. This gives the agent immediate context for the conversation without needing to search in Bitrix24.

Screen pops support these call types:

- Inbound calls
- Manual outbound calls, including click to call
- Dialer calls
- Callback calls

Record matching and priority:

- The record opens when the call is answered.
- If more than one Bitrix24 entity uses the same phone number, Voiso follows the same priority order used during lead import:
  - Contact
  - Company
  - Lead

Call event linking:

- Voiso creates the Bitrix24 call activity for the same entity that was opened for the agent, so the screen pop and the logged activity stay consistent.

Transfer and routing support:

- Screen pops are also shown after consult transfers and blind transfers.
- Screen pops are also shown when a call is delivered to an agent through a Route to agent node in Flow Builder.

### Call History

Voiso can automatically log calls to Bitrix24 so call activity appears in the relevant Bitrix24 timelines and activity lists. This includes inbound calls and outbound calls made through manual dialing, dialer, and callbacks. Refer to [Settings](/v1/docs/crm-bitrix24#settings) below.

Logged information includes:

- Start time
- Duration
- Agent
- Call direction and call type
- Call status, based on the mapped outcome
- Any selected outcome or disposition

## Integration

To integrate Voiso with Bitrix24, navigate to **Administration > Integrations**, then click the **Bitrix24** tile.

![Integrations View None Connected](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Integrations%20View%20None%20Connected.png)

The **Bitrix24** page provides information about the Bitrix24 integration, instructions for connecting the integration, and a list of prerequisites you should have in place before clicking **Connect**.

![Integrations Bitrix24 Integration Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Integrations%20Bitrix24%20Integration%20Page.png)

## Managing your integration

To manage an existing Bitrix24 integration, navigate to **Administration > Integrations**, then click the **Bitrix24** tile.

On the **Bitrix24** integration page, you can reconnect an integration that has lost connection or disconnect a connected integration.

Click the **Edit connection** button and selected either **Reconnect** or **Disconnect**.

### Reconnecting an integration

To reconnect an integration that has been disconnected, either manually or as the result of an error, or to modify the connection, click **Edit connection**, then select **Reconnect**.

Follow the on-screen instructions to connect your integration.

### Disconnecting an integration

To disconnect an integration, click **Edit connection**, then select **Disconnect**.

In the **Disconnect integration** panel, click **Disconnect** to remove the integration from your contact center.

### Settings

The **Bitrix24** page **Settings** tab enables you to enable available features.

![Integrations Bitrix24 Page Settings Tab.png](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Integrations%20Bitrix24%20Page%20Settings%20Tab.png.png)

#### Settings

This section enables you to enable the following features:

- **[Include call summary](/v1/docs/extended-call-details-voice#summary)**: This feature highlights important points and key topics of voice interactions. If [Speech Analytics](/v1/docs/speech-analytics-1) is enabled in your contact center, select the **Include call summary** option to include a summary of the call transcript in the call history.
- **Call logging for Inbound Calls**: Automatically creates Bitrix24 call logs for all inbound calls that are answered, missed, answered by voicemail, or abandoned.
- **Call logging for Manual Outbound Calls**: Automatically creates Bitrix24 call logs for all manual outbound and click-to-call calls.
- **Call logging for Callbacks**: Automatically creates Bitrix24 call logs for all queue callbacks and scheduled callbacks.
- **Call logging for Dialer**: Automatically creates Bitrix24 call logs for all dialer calls.
- **Call Transcription**: Automatically create Bitrix24 call transcriptions for all call types.
- **Call Recording**: Automatically create a call recording in the Bitrix24 call record.
- **Call Completion Message to the Agent Chat**: Automatically send a call completion message to the agent's Bitrix24 activity chat.

## Setting up users

When the Bitrix24 CRM integration is enabled, the **Bitrix24 User ID** field is added to the Voiso **[User](/v1/docs/users-users)** page. Add the user's Bitrix24 user ID to the field and save the page to enable the agent to make calls from Bitrix24 CRM.

![Bitrix24 User Settings](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Bitrix24%20User%20Settings.png)

Users must also have an extension and email address configured that matches the email address of the agent in Bitrix24 CRM.

Tip

When an agent clicks a phone number in Bitrix24 CRM, Voiso checks the agent's ID against the ID configured in the Voiso user's settings. If the ID does not match or is not configured, Voiso requests the Bitrix24 CRM agent's email address. If the email address in Bitrix24 CRM matches the email address in Voiso, Voiso automatically adds the Bitrix24 ID to the user's settings page.

## Setting up Bitrix24 for Click-to-call

To enable click-to-call between Bitrix24 and Voiso, you create outbound and inbound webhooks in Bitrix24 and connect them to your Voiso contact center. The setup includes configuring webhook permissions, copying the generated tokens and URLs, and completing the integration from the **Administration > Integrations** page in Voiso. Finally, you configure Bitrix24 telephony settings to use the Voiso webhook for outbound calls.

1. Open your Bitrix CRM and select **Developer resources** from the lefthand navigation menu.![Bitrix24 Developer Resources Menu](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Bitrix24%20Developer%20Resources%20Menu.png)
2. On the **Developer resources** page, select **Other** to create [two webhooks](https://helpdesk.bitrix24.com/open/12357038/).![Bitrix24 Developer Resources Other Tile](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Bitrix24%20Developer%20Resources%20Other%20Tile.png)
3. On the **Other** page, click **Outbound webhook**.![Bitrix24 Inbound Outbound Tiles](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Bitrix24%20Inbound%20Outbound%20Tiles.png)
4. Specify a name for the webhook that suits your business practices.
5. The **Your handler URL**, specify the [link to your contact center cluster](https://developers.voiso.com/#/rest/getting-started/base-url). For example: `https://{cluster_id}.voiso.com/api/v2/bitrix/click2call`
6. In the **Events** field, select **External phone call start (ONEXTERNALCALLSTART)**, then click **Save**.![Bitrix24 Outbound External Phone Call Option](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Bitrix24%20Outbound%20External%20Phone%20Call%20Option.png)
7. *After the page refreshes*, copy the content of the **Application token** field.

Important

A new token is generated when you **save** the webhook. You must use the Application token that is generated *after* you save.

1. In your Voiso contact center, navigate to **Administration > Integrations** and click the **Bitrix24** tile and follow the on-screen instructions. Refer to [/v1/docs/crm-bitrix24#integration](/v1/docs/crm-bitrix24#integration).
2. In Bitrix24, return to the **Other** page, then click **Inbound webhook**.
3. In the **Assign permissions** section, select the following permissions then click **Save**:
  - **Telephony (telephony)**
  - **Users (user)**
  - **CRM (crm)**  

![Bitrix24 Inbouond Options](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Bitrix24%20Inbouond%20Options.png)
4. Copy the address from the **URL** field on the Inbound webhook page.
5. Return to Bitrix CRM and select **Telephony** from the lefthand navigation menu.
6. Click **Configure telephony**, the select **Telephony settings**.![Bitrix24 Select Telephony Settings](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Bitrix24%20Select%20Telephony%20Settings.png)
7. On the **Settings** page, select your outbound webhook from the **Default number for outgoing calls** and, optionally, **Forward calls to the backup number from:** menus, then click **Save**.![Bitrix24 Telephony Settings](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Bitrix24%20Telephony%20Settings.png)

## Setting up Bitrix24 for Calling List Import

To set up the Bitrix24 Calling List integration, generate the required webhook credentials in Bitrix24 and copy the token and URL values. Then open **Administration > Integrations** in Voiso, select **Bitrix24**, and enter the Bitrix24 details to authorize the connection. Once enabled, you can import Bitrix24 contacts and leads as calling lists for outbound campaigns.

### Prerequisites

- Your Bitrix24 plan must include webhooks.
- The Bitrix24 user who creates the webhook must have CRM access to the records you want to import (for example, Contacts or Leads). Bitrix24 webhook calls run with the permissions of the user who created the webhook.

### Create an inbound webhook

1. In Bitrix24, go to **Developer resources**.
2. Open the **Integrations** tab.
3. Select **Incoming webhook**.
4. Select **Webhook to call REST API**.
5. Give the webhook a name (for example, “Voiso calling list import”).
6. In **Assign permissions**, enable **CRM (crm)**.
7. Save the webhook.

### Copy the webhook URL for Voiso

After you save, Bitrix24 generates a webhook URL. Keep the secret key confidential.

The URL format looks like this:

`https://<yourportal>.bitrix24.com/rest/<user_id>/<secret_key>/`

Note

If an administrator edits a webhook created by another user, Bitrix24 resets the secret key and the administrator becomes the webhook owner. If Voiso stops importing unexpectedly, re copy the updated webhook URL into Voiso.

### Supported entities for Bitrix24 calling list import

Voiso can import calling lists created in Bitrix24 based on these entities:

- Lead
- Contact
- Campaign
- Deal
- Estimate