Bitrix24Care

CoPilot in CRM

CoPilot, your personal assistant with AI, is also available in CRM. It helps employees process calls and saves valuable time on routine tasks.

For example, compare how it affects the after-call work process. Without CoPilot, you need to:

  • Listen to the call recording to check all vital information.

  • Find the important details, such as the payment method or delivery address.

  • Enter this data in the deal form.

To make it easier, CoPilot can:

  • Transcribe call recordings. Now, there is no need to waste time listening to calls. Open the transcript text and quickly find the needed information.

  • Create a call summary. Read a brief description of the conversation to remember some basic details and get ready for the next call.

  • Automatically complete fields in the CRM entity form using phone call data.

CoPilot in CRM is available in leads and deals.
Call processing The call processing stages are shown in the deal timeline on the right, while on the left side, there are fields completed by CoPilot.

Call processing with CoPilot

CoPilot automatically processes a client's first call, as it usually contains many significant details. If the client calls again, you can start CoPilot manually to process the call.

There are several stages of call processing using CoPilot:

  1. Call recording transcription
  2. Call summary generation
  3. Automatic field completion

Call recording transcription. CoPilot saves a recording of the conversation with your client and converts speech to text. You can immediately open the transcript and view all the details of the conversation. Using the text search will help you quickly access the needed data.

The transcript is especially useful for supervisors to control the work of employees and ensure they ask the required questions.

Call summary generation. CoPilot creates a summary of the conversation and highlights the main points. You no longer need to listen to the entire call. Review the call summary and remember what you discussed with the customer.

To open a call summary, click View in the timeline on the right.

Automatic field completion. CoPilot automatically fills in empty fields in the CRM entity form using the phone call data. Such field values are marked with a special icon icon.

Completed deal fields In this deal form, you can see the fields completed by CoPilot on the left, while on the right side, you can check the field completion status.
CoPilot only works with string, number, and integer field types.

If a field contains a certain value, CoPilot will give you the choice to keep or replace the value.

For example, your customer calls to change the delivery date. CoPilot processes the call and offers to update the field value. In the deal timeline, you will see such a recording: CoPilot is awaiting your permission to replace field data. Click View suggested entries to review and confirm the change.

If in doubt about which data to keep, refer to the call transcript or summary. With their help, you can remember all the essential details and complete the fields correctly.

Replace value To select values, use the Replace, Restore, or arrow buttons.

To check the field completion status, switch to the Kanban view.

  • Fields completed: CoPilot autocompletes the fields, and you can continue to work with the lead or deal.

  • Action required: CoPilot proposes replacing the field values. You should open the lead or deal form and select the values you need.


Call processing scenarios with CoPilot

By default, CoPilot automatically processes only the first incoming call from a client. You can run CoPilot for other calls manually.

Bitrix24 administrators can configure scenarios of processing incoming calls. To do this, click on the gear (⚙️), expand CoPilot, and select the desired option:

  • auto process first incoming call
  • auto process all incoming calls
  • process calls on user request only
You can set up different call processing scenarios for leads and various deal pipelines.

To run CoPilot manually, open the CRM entity form, find a Call activity in timeline, and click the CoPilot button.


In brief

  • CoPilot is your personal assistant with artificial intelligence, also available in CRM. It helps employees process calls and saves valuable time on routine tasks.

  • CoPilot in CRM is available in leads and deals.

  • By default, CoPilot automatically processes only the first incoming call from a client. You can run CoPilot for other calls manually.

  • Bitrix24 administrators can configure scenarios of processing incoming calls.

  • CoPilot automatically fills in empty fields in the CRM entity form using the phone call data. If a field contains a certain value, CoPilot will give you the choice to keep or replace the value.

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