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:

Click-to-call

The Voiso Bitrix24 CRM integration allows agents to call leads or customers from Bitrix24 CRM by clicking a phone number or the Call button on pages like Lead information, About contact, Company, or Deal.

To use the click-to-call feature, agents must sign in to both Bitrix24 CRM and Voiso and start the Agent Panel or 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.

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.

Integration

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

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.

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.

Setting up users

When the Bitrix24 CRM integration is enabled, the Bitrix24 User ID field is added to the Voiso User 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.

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

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.
2. On the Developer resources page, select Other to create two webhooks.
3. On the Other page, click Outbound webhook.
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. 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.
7. After the page refreshes, copy the content of the Application token field.

8. 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.
9. In Bitrix24, return to the Other page, then click Inbound webhook.
10. In the Assign permissions section, select the following permissions then click Save:
    • Telephony (telephony)
    • Users (user)
    • CRM (crm)
      
11. Copy the address from the URL field on the Inbound webhook page.
12. Return to Bitrix CRM and select Telephony from the lefthand navigation menu.
13. Click Configure telephony, the select Telephony settings.
14. 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.

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>/

Supported entities for Bitrix24 calling list import

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

• Lead
• Contact
• Campaign
• Deal
• Estimate