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Process customer calls in CRM

After each incoming and missed call from clients, Bitrix24 automatically creates a new CRM activity. The call status is a key to quickly identifying CRM entities with a missed call. It is displayed in the Kanban and Activities views. As for CRM entities with an incoming call, they have no special status but an active green counter.

Missed calls

The Missed call status brings your attention to contacting the customer whose call you have missed. Also, CRM entities with this status will be marked with the green Inbound counter.

Learn what different counter colors mean

The activity of a missed call will appear in the timeline. Call the customer right back or plan another activity to call them later.

Inbound calls

CRM entities with an incoming call don't have any status, but they are marked with a green counter. To view all deals with incoming inquiries, click on the Inbound counter.

Learn more about counters in CRM

For example, you are out of the office, and your client calls you and requests a document. You can assure the client you will send it later, and the counter will remind you to do that.

In the CRM entity timeline, you'll find an incoming call activity. Listen to a recording of the call or schedule a new activity. Click Processed after you finish working with the client.

In brief

  • Bitrix24 automatically adds a new CRM activity for every incoming or missed call from clients.

  • Call statuses are displayed in the Kanban and Activities views.

  • CRM entities with a missed call have the Missed call status and an active green counter.

  • CRM entities with an incoming call have no special status but an active green counter.

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