The timeline is located on the right side of a CRM item form. Here, you can plan activities, leave comments for colleagues, track stage changes, and more. All communication history with the client is saved in the timeline.

In this article:

• Plan an activity
• Leave a comment
• Set a task
• Invite a client to a meeting
• Contact a client
• Track actions with a CRM item
• Filter events

Plan an activity

A CRM activity is a form for recording customer-related tasks. For example, you can schedule a call, set up a meeting, send a document, and more.
Universal activity in CRM

Create an activity.

1. Click Activity.
2. Add a description. For example, call a client to inform them about a promotion.
3. Set a deadline.
4. Configure reminders so that you don't forget the planned activity.
5. Choose additional actions, such as adding it to your calendar, inviting colleagues, or specifying the address.
6. Click Save.

Planned activities appear on a yellow background in the Things to do section. The activity with the closest deadline is shown first.

Configure a reminder. CRM activities have counters that notify you about upcoming deadlines. By default, they appear 15 minutes before the deadline, but this can be customized.
Personalize activity reminders in CRM

Complete an activity. Once you have contacted the client, you can close the activity. Check the box next to its name or click Completed. Information about the completed activity will then appear in the timeline.

Leave a comment

To share information about a deal with a colleague, leave a comment.

Mention a colleague. Click Mention and write a message to your colleague. They will receive a notification and won't miss the comment.

Add a file. You can upload a file from your computer, Bitrix24 Drive, or create a new one directly from the form. For example, attach a contract or product photos.

Pin a comment. To keep an important comment visible, pin it to the top of the timeline. You can pin up to seven records in total.

Edit or delete a comment. You can change the text and attach a file to an existing comment if new details come up during work. If the comment is no longer relevant, you can delete it. Open the three-dot menu (...) and choose the option you need.

Set a task

You can create client-related tasks directly from the CRM item form. Click Task, specify its name, add a description, and set up other parameters.
Create a task
Tasks in CRM

The timeline shows the task status, deadline updates, and other key information. This helps ensure you don’t miss anything important.

Invite a client to a meeting

Share your available time slots with the client so they can choose a convenient date and time for a meeting.
Open slots in CRM

Click Open slots - Send link. Bitrix24 will generate a link to your calendar and send it to the client via SMS to the number specified in the form. Once the client chooses a date and time, the event automatically appears in the CRM item form and your Bitrix24 calendar.

Contact a client

From the CRM item form, you can call a client, send an email or SMS, or invite them to a chat. All communication history is saved in the timeline.
Invite a customer to chat on Telegram or WhatsApp
Send WhatsApp messages from CRM

Track actions with a CRM item

Changes recorded in the timeline are organized into specific categories:

Communication with clients:

• Outgoing and incoming calls, emails, chats, SMS, and CRM form submissions
• Meetings
• Marketing campaigns

CRM item actions:

• CRM item creation
• CRM item stage changes
• Field content edits
• CRM item binding additions and removals
• CRM item restoration from the recycle bin

Activity and task actions:

• Activity or task creation
• Activity or task field updates
• Activity or task status changes

CoPilot actions:

• Call transcription
• Conversation summary
• Field completion

Order actions:

• Order creation
• Payment processing
• Product shipments
• Delivery

Document actions:

• Document creation for signature
• Document signing stage changes
• Inventory document creation and status updates

Workflow actions:

• Workflow status changes
• Workflow execution errors

Filter events

Use filters to quickly find the information you need in the timeline. Apply standard filters or create custom ones. For example, search by event type, creation date, author, or client.
Filters in CRM item form