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Automatic deal creation on incoming calls

If you use the Simple CRM mode, you can make each incoming call from a new number become a new deal. Since there are no leads, you can immediately process deals, contacts, and companies in your CRM. Note that this CRM mode is enabled for all new Bitrix24 accounts by default.

To switch to another CRM mode, go to CRM > Deals > click the gear button > select CRM mode in the drop-down menu.

Read more in the article - CRM modes.

Then go to CRM > Add-ons > Telephony > Connection > Configure numbers > select a number/PBX.

Under the CRM integration tab, apply the settings to automatically create a new lead if the number is not registered in CRM. In fact, the system will create new deals since you use the Simple CRM mode.

Read more in the article - Telephony & CRM integration.

You may also receive an incoming call from a client who is already registered in CRM. In this case, the information about a call will be saved to the linked deal in progress. If a new deal from a new client is created, it will appear in the General pipeline.

Learn more in the article - Multiple pipelines.

To automatically create new deals in different pipelines, configure automation rules in CRM.

Read more about creating automation rules and triggers.

Example of setting up the automation rules

Suppose you have a private educational organization, and there are different deal pipelines for each direction of study. And each pipeline has a rented phone number assigned to it.

For example, there is the Game Development direction of study. Let's add a new stage with a corresponding name to the General deal pipeline. That would be a transition stage designed for tracking inbound calls to a specific number and moving new deals to another pipeline.

Read more about customizing deal stages in the article - Statuses and dropdowns.

To set up automation, navigate to CRM > Deals, then click the Automation rules icon.

Under the Game Development stage, click the + button and add the Track inbound call trigger.

In the pop-up window, select the rented phone number that corresponds to the Game Development pipeline. Save the settings.

After that, add the Change pipeline automation rule at the same stage.

In the pop-up window, select the pipeline and the stage where you want to create new deals. Save the settings.

Finally, click Save at the bottom of the Sales automation page.

Now, when you receive an incoming call to the specified number, a new deal appears in the Game Development pipeline. You can see the automation rules changes in its timeline. If you have several numbers, you can add a specific stage for each of them in the same way.


If you use the Classic CRM mode, you can convert leads to deals either manually or automatically using the following tools:

Check if the Classic CRM mode is available on your plan. You can find all the information about Bitrix24 plans on the pricing page.
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