Read FAQ
Bitrix24 Support
Registration and Authentication
How to start
My Profile
Chats and Calls
Tasks and Projects
CoPilot - AI in Bitrix24
Contact Center
Sales Center
CRM Analytics (beta)
BI Builder
Sales Intelligence
Inventory Management
Online Store (beta)
CRM + Online Store
CRM Store (beta)
Knowledge base (beta)
Mobile App
Desktop App
General questions
Bitrix24 On-Premise



Some calls or emails that don't relate to your business may end up in CRM and spoil statistics. To avoid this, add email addresses or phone numbers to exceptions. This way, your CRM will only save the information you need.

In this article, we'll show you how to:

Add exceptions

Go to CRM > Settings > CRM Settings > Other > Exceptions.

Click the Add to list button in the top right corner.

Enter email addresses and phone numbers, one per line. You can also leave a comment next to each by putting a semicolon after the address or number. Then, click the Import button.

  • The exception list only stops new emails from being saved. If the email is a reply, the data will go to CRM.

  • Messages and calls are not blocked. They will go to the inbox and phone statistics, but they won't be saved in CRM.

Add exceptions from the CRM entity form

You can add contacts to the exception list directly from the lead or deal form. Just click the gear button (⚙️) and choose to add it to exceptions.

Bitrix24 will delete that lead, deal, or contact. All their contact details will go to the exception list. This is handy if you are using the repeat lead tool. Add unwanted leads to the list to prevent creating repeat leads from these contacts.
Repeat leads and deals

Add exceptions in the telephony settings

Go to CRM > Add-ons > Telephony.

Click on the Configure numbers block and select the phone number from the list.

In the CRM integration tab, click Edit CRM Exceptions to add numbers to the list of exceptions.

Set access permissions to the exception list

To control who can view or edit the exception list, go to CRM > Settings > Access permissions > CRM.
Access Permissions in CRM

Each role has an option to give or deny access to the exception list. Make your choice and save the changes.

Remove contacts from exceptions

If you've accidentally added someone to the exception list, you can find them using the filter.

Then, choose Remove from exceptions in the menu to take them off the list.

Was this information helpful?
Integration specialist assistance
That's not what I'm looking for
Complicated and incomprehensible text
The information is outdated
It's too short. I need more information
I don't like the way this tool works
Go to Bitrix24
Don't have an account? Create for free