You can customize lead, deal, or other CRM item forms to suit your business needs:

• Hide standard fields you don’t need. These fields cannot be deleted. For example, hide the Second name field if you often work with international customers.
  Standard fields in CRM


• Add custom fields. For instance, add fields for address, delivery terms, or order number to a deal.
  Custom fields in CRM

Hide a field in a CRM item form.

1. Click Settings (⚙️) next to the field you want to hide.
2. Select Hide.
3. To restore the field, click Select field and choose the one you need.

Create a field in a CRM item form.

1. Open the CRM item form.
2. Click Create field and select its type.
3. Enter the field name and enable the required parameters.

You can restrict the visibility of custom fields only.

1. Click Settings (⚙️) next to the field.
2. Select Configure.
3. Check the box next to Make this field visible to selected users only.
4. Choose which employees or departments can see the field.

Limit custom fields visibility in CRM

Issue: Custom fields from one CRM item were copied to another. For example, fields from a deal appeared in an invoice form.

Reason: Custom fields are transferred during workflow imports. If a workflow is exported from deals and then imported into invoices, the custom fields are copied over as part of the process.

Solution: If you don't need these fields, delete them manually. Here's how:

1. Go to CRM.
2. Click More.
3. Expand Settings.
4. Select CRM settings.
5. Open the Form and report settings section.
6. Click Custom fields.
7. Choose the CRM item and click Field.
8. Click Menu (≡) > Delete next to the field. Note that deleting a field will also remove its data.

In Bitrix24 CRM, you can add an unlimited number of contacts, companies, deals, and leads. However, there are limitations on filter-based searches and the maximum number of leads, deals, contacts, and companies for CRM analytics reports.
Bitrix24 plans and pricing

In Bitrix24 CRM, you can merge duplicate leads, contacts, and companies using automatic duplicate control or manually. Deals can only be merged manually.
Automatic duplicate merging in CRM
Merge duplicates in CRM

The system always shows automation rule events in the timeline, and they can’t be disabled. However, you can turn off workflow events in the workflow template settings.

1. Go to Automation.
2. Click Workflows.
3. Select Workflows in CRM.
4. Click Templates next to the required CRM item.
5. Select the workflow.
6. Click Template parameters.
7. Disable the Show workflow events in the timeline option.
8. Save the changes.

Workflow events in CRM item form

Bitrix24 supports data import only in CSV format. If your file is in XML format, convert it to CSV.
Import to Bitrix24 CRM
Import contact and company details
Product import

Ensure the Included in export option is enabled in the contact form. You can enable it for a specific contact or using group actions for multiple contacts.
Export CRM data
Group actions in CRM

This option is not currently available.
Export CRM data
Import to Bitrix24 CRM

The Export option in CRM might not be available for the following reasons:

Plan limitation. Exporting contacts isn’t included in all plans.
Bitrix24 plans and pricing

Insufficient access permissions. The user doesn’t have export permissions for CRM items. To grant export permissions:

1. Go to CRM.
2. Click More.
3. Expand Settings.
4. Select CRM access permissions.
5. Choose the CRM item, such as Contacts, and grant export permissions.

Role-based access permissions in CRM

Incorrect view mode. Items can only be exported when using the List view.

To import deals linked to a contact, follow these steps:

1. Import contacts. Go to CRM > Customers > Contacts > Settings (⚙️) > Import custom CSV and download the import file. Fill out the file by entering the contact’s first and last name in separate columns.
Import to Bitrix24 CRM

2. Import deals. Go to CRM > Deals > Settings (⚙️) > Import Deals and download the import file. Fill out the file by entering the contact’s first and last name in one column.

After importing, contacts will automatically link to the deals.

When exporting items with a field of the Bind to CRM items type, the export file includes a code in square brackets next to each value. This code indicates the type of CRM item the link refers to:

• [С] — contact
• [CO] — company
• [L] — lead
• [SI] — invoice
• [D] — deal
• [T...] — SPA item, converted to hexadecimal. For example, if the SPA ID is 170, its hexadecimal value is AA. In the export file, this item will appear as [Taa].

Custom fields in CRM

Issue: The employee can edit the deal but can’t complete or delete a linked activity.

Reason: Activities in CRM can be linked to multiple items, like a deal and a contact. To complete or delete the activity, the employee must have permission to edit all linked items. If they don’t have access to even one of them, they won’t be able to complete or delete the activity.

Solution: There are two options:

• Adjust the employee’s access permissions to allow them to edit all items linked to the activity. For example, if the activity is linked to a contact, give permission to edit contacts.
  Role-based access permissions in CRM


• Contact the Bitrix24 or CRM administrator, who has full access and can complete or delete any activity.

Issue: The CRM section is not visible in the left Bitrix24 menu.

Possible reasons:

• The CRM section is hidden in the left menu.
• CRM is disabled in Bitrix24 settings.
• The user doesn’t have permission to access CRM.

Solutions:

Make the CRM section visible. Click Show all in the left menu to see hidden items, then move CRM to the main part of the menu.
Left menu in Bitrix24

Enable the CRM section. Go to Settings > Bitrix24 settings > Tools and enable CRM. Only account administrators can do this.

Adjust CRM access permissions. Only account administrators or employees with the User can edit preferences permission in CRM can do this. Go to CRM > More > Settings > CRM access permissions and configure permissions for the required role.
Role-based access permissions in CRM

The activity types Call and Meeting are outdated. Instead, you can use universal activities.
Universal activity in CRM

A universal activity is a convenient form for managing any client-related tasks.

In the activity form, you can:

• Set the meeting location with the customer.
• Link the activity to a specific customer.
• Synchronize the activity with your calendar.
• Add colleagues.
• Reserve a meeting room.
• Organize activities using color coding.

This option isn't available yet. By default, the company calendar is used when creating an activity in CRM.

To use a different calendar by default, you can hide the company calendar in the settings.

1. Go to Calendar.
2. Click Calendars.
3. Open the three-dot menu (...).
4. Select Remove from list.

This option isn't available yet. To show activities in the calendar, you’ll need to select it manually when creating them.
Universal activity in CRM

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.
Reporting period in CRM

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.
• It is still in progress and hasn't been closed yet.

Deals on hold have no activities within the reporting period, such as stage changes, completed activities (calls, emails, or meetings), or created invoices.
My reports: Deals

You can’t select a product from the catalog in a deal if it’s inactive.
Add products to the catalog

To change the product’s activity status:

1. Go to CRM.
2. Click Inventory.
3. Select Product catalog.
4. Find and select the product you need.
5. In the product form, check these fields:
   Active from: Enter a past date.
   Active until: Enter a future date or leave it blank.
6. Save your changes.

Once updated, the product will be available for selection in deals.

You can work with different currencies in CRM, which is convenient for dealing with international customers. You can:

• Select a base currency for deals.
• Add other currencies and set their exchange rates.
• Choose a currency for reports and invoices.

To add and configure a currency:

1. Go to CRM.
2. Click More.
3. Expand Settings.
4. Select CRM settings.
5. In the Start point section, select Currency.

You’ll see a list of currencies, with one set as the base currency.
Currencies in CRM