Automation rules and triggers in CRM help you automate routine work.
Automation rules can send emails or chat messages, create tasks, and generate documents.
Triggers respond to customer actions or changes in CRM. For example, they can react when a customer opens an email, pays an invoice, or updates a field. When a trigger fires, it can move the CRM item to a new stage.
Automation rules in CRM
Triggers in CRM
Go to CRM, select an entity, and click Automation.
Automation rules and triggers are grouped by purpose, such as client communication, employee notifications, or document processing.
This article covers the Employee monitoring and control group. These rules help supervisors track employee work, assign tasks, and get alerts when deadlines are missed.
Notify supervisor
Sends a notification when tasks are overdue or rules are violated. For example, if an employee does not contact a customer or move a deal to the next stage on time.
Time: Run immediately or after a delay.
Condition: Add CRM data (like responsible person or deal amount) to the message.
Recipients: By default, the employee’s supervisor receives the notification.
Add history entry
Adds a note to the CRM history so supervisors can track progress.
Time: Run immediately or after a delay.
Condition: Define the text. You can include CRM data such as deal amount, client name, or responsible employee.
Created by: Choose which user appears as the author of the entry.
You can view entries in the History tab of the CRM item or in the CRM History section.
Create task
Creates a task when a CRM item reaches a specific stage.
Example: At the Project Preparation stage, assign a task to designers.
Task name: Include CRM data like deal name or customer name.
Task description: Add details such as order info or customer requirements.
Responsible: Select the employee who will perform the task.
Deadline: Set when the task is due. Enable Respect working hours specified in the Bitrix24 settings, or adjust the time settings if needed.
More: Add participants, link the task to a workgroup, enable time tracking, and more.
Create a task
Once set up, the task is created automatically when the item reaches the stage.
Watch for task status (trigger)
Moves a CRM item to another stage when a linked task reaches a specific status.
Example: When a task is complete, move the deal to Project Presentation to Client.
Trigger name: Rename it if you use multiple triggers.
Status: Select the task status that activates the trigger.
Task fields: Add filters, such as tasks with specific keywords.
Change stage as: Choose the user who appears as the one who changed the stage.
Allow moving back to previous status: Let the trigger return the item to a previous stage if needed.
End task
Automatically completes tasks created by other automation rules.
Example: At the Successful Deal stage, close all related tasks.
Complete tasks created in pipeline: Select a pipeline (for deals).
End tasks created while in stage: Choose the stage where tasks were created.
Plan activity
Creates an activity, such as a call, meeting, or document task, when a CRM item reaches a stage.
Universal activity in CRM
Example: At the Create papers stage, schedule a call to discuss contract terms.
Name: Set the activity name.
Description: Add instructions. You can insert CRM field values.
Activity deadline: Set the date and time.
Time settings in automation rules
Responsible person: Assign the activity owner.
Choose color: Use colors to organize activities in the calendar.
More actions: Select one or more options:
- Add to calendar: Show the activity in the calendar.
- Select customer: If the item includes multiple clients, choose one or all of them for the activity. This helps the responsible user contact the correct client.
- Invite users: Add colleagues to the activity.
- Enter address: Specify an address for an off-site meeting.
- Select location: Book a meeting room in the office.
- Attach link: Add a link to a Bitrix24 video call. You can insert values from CRM fields.
- Attach file: Add a document or any other file.
Auto complete activity when entity moves to a different stage: Automatically close the activity when the CRM item moves to another stage. Turn this off if you want manual completion.
When the deal reaches the selected stage, the activity appears in both the CRM item form and the user’s calendar.
