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 lead 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 CRM > Add-ons > Telephony. Click Configure numbers and select the number you use to get new leads.

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 queue in any Open channel, go to CRM > Add-ons > Contact center. Select the desired open channel 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

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

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

In the Other settings tab, 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 > click the gear button > Mailbox settings.

Add employees to work with new leads in the Lead and contact distribution queue field.

Read more in the article - Mailbox integration.

Other ways

Leads can be added to the system manually or via external applications from Bitrix24.Market.

You can implement your own processing scenario using business processes.

Read more information in the article - Types of Business Processes.
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