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Telephony & CRM integration


How does CRM & Telephony integration work

When the call is performed - both for incoming & outgoing calls - the system is searching for this phone number in CRM database.  

In case if you’ve specified this number in the client’s details (“phone” field), the call will be automatically bound to the found CRM item. You will be able to see the associated CRM record's details in the call window, (contact name, responsible person, current activities) or create a new Deal or Invoice – it will be opened in a separate browser window. If you'd like to add some notes to the call, use Comments option.

After the call is completed you will be able to see the call details in the CRM record’s Activity Stream. The call fact will also be recorded under CRM record’s History.

Configure CRM integration

Click Telephony > Connection > Configure numbers > select a number/PBX > click CRM integration:

If the number is not found in the CRM - you can make the system automatically create new leads in this case, or offer the user to create a new CRM record in the call window.

Automatically change Bitrix24 user responsible for the lead when manually forwarding a call - when the call is forwarded to another user - this user is automatically assigned as this lead's responsible user. 

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