Exceptions in CRM block automatic lead and deal creation from certain emails and calls.

This tool helps filter out unwanted data, such as marketing emails, irrelevant calls, or spam. Add an email address or phone number to the exceptions list, and the system will stop creating leads or deals from them.

In this article:

• Manage exceptions in CRM
• Set access permissions to exceptions

Manage exceptions in CRM

Under Exceptions, you can:

• Add a phone number or email address to the list
• Remove a phone number or email address from the list
• Search using filters

Add a phone number or email address to the list

You can add a customer’s contact information to the exceptions list in three ways:

• Through CRM settings
• From a lead or deal form
• In Telephony settings

Add exceptions in CRM settings

1. Go to CRM.
2. Click More.
3. Expand Settings.
4. Select CRM settings.
5. Open the Other tab.
6. Choose the Exceptions block.
7. Click Add to list.
8. Enter email addresses and phone numbers in international format, one per line. You can also leave a comment by placing a semicolon after an entry.
9. Click Import to save.

Add exceptions from a lead or deal form

1. Open the lead or deal form.
2. Click the gear button (⚙️) at the top panel.
3. Select Add to exceptions.

When you do this, Bitrix24 deletes the item along with a linked contact or company. If you add an item to exceptions by mistake, you can restore it from the Recycle bin.
Recycle bin in CRM

Add exceptions in Telephony settings

1. Go to CRM.
2. Click Sales.
3. Expand Sales channels.
4. Select Telephony.
5. Click Configure numbers.
6. Choose a phone number from the list.
7. Open the CRM integration tab.
8. Click Edit CRM Exceptions.
9. Click Add to list.
10. Enter email addresses and phone numbers in international format, one per line. You can also leave a comment by placing a semicolon after an entry.
11. Click Import.

Remove a phone number or email address from the list

If you accidentally add a contact to the exceptions list, it’s easy to remove them. Find the contact in the list, click Menu (≡), and select Remove from exceptions.

Search using filters

Use filters to quickly find a specific phone number or email address:

1. Click Filter.
2. Set the search parameters.
3. Click Search.

You can search by:

• A comment (if you don’t remember the exact contact details)
• A specific phone number or email address
• A type of entry in the exceptions list

Set access permissions to exceptions

Bitrix24 administrators can control who can view or edit the exceptions list. For example, regular employees might only see the list, while supervisors can make changes.

To set permissions:

1. Go to CRM.
2. Click More.
3. Expand Settings.
4. Select CRM access permissions.
5. Under Exceptions, specify who can view or edit the list.
6. Save your changes.

Role-based access permissions in CRM