This article answers the most frequently asked questions about CRM.
What are leads and how to manage them in CRM?
In Bitrix24, leads represent potential customers. They can come from website inquiries, inbound calls, social media interactions, and more. Leads are initial client information that can help you close a deal.
Leads overview
How do I get leads?
There are many options for getting new customers. You can manually add leads, import a client database, and get new leads via email, phone, and social media.
Can I customize fields for leads, contacts, and deals?
Yes, you can create custom fields for any CRM item. To do this, go to CRM > Settings > Form and report settings > Custom Fields.
Custom fields in CRM
How can I restrict access to certain fields in CRM item forms?
You can limit visibility for custom fields in CRM.
Limit custom fields visibility in CRM
Can I delete standard fields in lead, contact, or company forms?
Standard fields can only be hidden, not deleted.
Are custom fields available on all Bitrix24 plans?
Yes, custom fields are available on any Bitrix24 plan.
Bitrix24 pricing page
Can Bitrix24 track emails and automatically create leads and contacts?
Yes, you can connect your mailbox to Bitrix24, and the system will automatically create CRM items from incoming emails.
Connect mailboxes to Bitrix24
Can I use third-party services to create leads in Bitrix24?
Yes, you can use REST API or applications from the Market for this purpose.
Bitrix24 Market
Bitrix24 REST API documentation
Why is the CRM section missing in the left menu?
The CRM section might be hidden. Click More at the bottom of the menu to reveal hidden sections.
Or, the CRM tool might be disabled under Bitrix24 settings > Tools.
Also, check CRM access permissions.
Access Permissions in CRM
Can I use different currencies in CRM?
Yes, configure currencies under CRM > Settings > CRM Settings > Start point > Currency.
Currencies in CRM
How many contacts, deals, and leads can I add to CRM?
You can add unlimited items, but there are limits for CRM analytics reports and filters.
CRM Analytics limits
How do I move a lead or deal to the final stage in Kanban view?
To move an item to the final stage, drag its form down. To display final stages in Kanban, create a filter by the Deal stage or Stage group field.
What is the reporting period in CRM reports?
The reporting period is the time range for building analytical reports in CRM. It helps you track the items that employees worked on during this time.
A deal is considered as belonging to the reporting period if:
- It is added, edited, or closed during this time.
- It was closed earlier, but a new activity, such as a call or email, has been added to the deal form.
- It is still in progress and hasn't been closed yet.
What are deals on hold in CRM analytics reports?
Deals on hold have no activities within the reporting period, such as stage changes, completed activities (calls, emails, or meetings), or created invoices.
How do I set up invoice or estimate templates?
Customize invoice or estimate templates under CRM > Settings > CRM settings > Payment options > Payment systems.
Invoice (an old version) and estimate templates
How do I set up a sales pipeline?
A sales pipeline consists of stages in Kanban view to track and manage deals. Set stages under CRM > Settings > CRM settings > Start point > Statuses and dropdowns > Deal stages.
Sales pipelines
How do I change the customer name format?
Change the customer name format under CRM > Settings > CRM settings > Other > Other Settings > Format.
I updated the person responsible for a company. Why didn't the linked contact's responsible person change too?
Each item has its own responsible person assigned separately.
Can I merge leads, contacts, and companies?
Yes, use the Duplicate control option to find and merge duplicates.
Duplicate Control
Why are the item IDs even or odd? Can I change a deal ID?
In Bitrix24, IDs are registered in sequence, so you'll have either all even or all odd numbers. This is designed for faster account operation. Currently, there's no way to change this.
What is a CRM form, and how do I create it?
In Bitrix24, you can create a CRM form to collect data from clients. Embed the form code on your website or send a direct link to the client. Once completed, the data will automatically appear in CRM.
You can create a CRM form under CRM > Add-ons > CRM Forms.
CRM forms
Is there a call function in Bitrix24 widget?
No, but you can use the callback option. Once a website visitor enters their phone number, the call goes to a sales agent. Also, you can create a CRM form with the standard Phone field. After completing the form, a sales agent can call the client from the CRM item form.
Website widget
How does a callback work?
Once a client submits their phone number through the callback form on your site, an agent receives an incoming call marked as Call back. If they answer, an outgoing call is made to the client.
Callback form
Can I customize the form clients complete in Live chat?
Yes, enable and configure the contact information form in Live Chat settings.
Contact information form in Live Chat
Can I import data into Bitrix24 in XML format?
Import is available only in CSV format. Also, you can use Market apps for data migration.
Import to Bitrix24 CRM
How do I export CRM items?
To export data,
- Go to the list of the items you want to export.
- Click the gear (⚙️) button.
- Select an export option.
How do I import CRM items?
To import data,
- Go to the list of the items you want to import.
- Click the gear (⚙️) button.
- Select Import and upload your file.
Why are some contacts not exported?
Contacts can be exported only if the Included in export option is enabled in the item form.
Export CRM data
How can I get clients' phone numbers and emails when exporting deals?
Currently, there's no way to display the Phone or Email field in the list of deals. These fields appear only in the linked contact or company forms.
Can I import or export CRM activities?
This option is not currently available.
Why is the Export button missing in CRM?
Go to CRM > Settings > Access permissions > CRM to ensure a specific role provides export access. Also, switch to the List view, as in Kanban, for example, export is not available.
How do I import deals linked to a contact?
Import a file into contacts, then import the same file into deals, matching fields. Items will link automatically. Ensure contact data is grouped in one field when importing deals.
Import linked items into CRM