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Distribution of employees responsible for leads

There are many ways to get leads in Bitrix24: Telephony, Open channels, CRM forms and Email tracker.

However, it is important not only to get a lead, but also to assign the right person responsible for the lead or even to create a queue of employees for leads processing.


Telephony is a great way to get new customers. Once set up, any incoming call will be entered into the CRM as a new lead.

To set up the queue, go to Telephony > Configure numbers and select the telephony connection method.

On the opened page, choose the Inbound call routing tab and go to Route inbound call to queue group > Queue group settings option.

Use this setting to edit the telephony user group or create a new one to receive incoming calls.

You can specify one or more employees in charge, as well as set up the distribution.

Read more information in the article Queue groups.

Open Channels

Open Channels is a tool for collecting all customer messages from social networks and messengers into one chat.

To configure the Contact Center queue in any Open channel, select the desired line and click Configure.

In the Queue tab, you can define the employees who will receive messages from the open channel.

Read more information in the article Open Channel settings.

CRM forms

A CRM form is a form that is created within Bitrix24 and placed on any website. Data from this form automatically go to the CRM.

To assign a responsible person, go to CRM > CRM Forms. Select the desired form and click Edit.

Select Other settings tab and specify one or more employees to be responsible for the data from this form.


Email is still one of the main channels of official communication. Connect your mailbox to your CRM to have any incoming email converted into a lead.

To set up a new lead distribution queue, go to Webmail > Mailbox Settings.

Add employees to work with new leads.

Other ways

Leads can be added to the system manually or via external applications.

You can implement your own processing scenario using business processes.

Read more information in the article Types of Business Processes
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