Each CRM item has a form. The form has two parts:

• Fields on the left
• A timeline on the right

Use the fields to store customer data such as name, contacts, and address. The timeline shows communication history, documents, comments, and stage changes.

This article explains how to configure the CRM item form so your team can access the right information faster.

Customize sections

Sections group fields by topic. You can use default sections or create your own.

Rename a section. Click the pencil icon next to the name and enter a new one.

Create a section. Click Add section at the bottom of the form. Enter a name and add fields.

Move a section. Drag them to a new position.

Delete a section. Remove it if you no longer need it. Its fields will be hidden. You can reuse them later.

Configure fields

Every CRM item form includes standard fields, also called system fields. If none of them fit your needs, create custom fields.

For example, if your business handles deliveries, you can add fields for address, delivery time, or order number.

Standard fields in CRM
Custom fields in CRM

Use a mix of system and custom fields to adapt the form to your workflow.

Show fields. Some fields are hidden by default.

1. Click Select field.
2. Choose the fields you want to display.
3. Save the changes.

The selected fields will appear in the form.

Create a field. If the form does not include the field you need:

1. Click Create field.
2. Select a field type.
3. Enter a name and configure options.
4. Click Save.

The new field will appear in the form.
Custom fields in CRM

Hide a field. You can hide a field if you do not need it right now.

1. Open field settings.
2. Select Hide.

Move a field. Reorder fields or move them to another section. Drag the field using the move icon.

Make a field required. You can require users to fill in important fields before saving the form.
Required fields in CRM

1. Open field settings.
2. Click Configure.
3. Enable Required at stage.
4. Select all stages or specific ones.

Users will not be able to save the form until they complete the field.

Make the field visible to selected users only. Restrict access to sensitive data.

1. Open field settings.
2. Select Configure
3. Enable Make this field visible to selected users only.
4. Select employees.

The field will be hidden from others.

Delete a field. Remove a custom field if you no longer need it.

1. Go to CRM > Settings > CRM settings > Form and report settings > Custom fields.
2. Open the field list for the CRM item.
3. Click the menu icon and select Delete.

Configure tabs

The CRM item form includes tabs with additional information. The available tabs depend on the item type.

You can hide tabs you don’t use and reorder the rest.

To hide a tab:

1. Click More.
2. Select Configure menu.
3. Open the tab settings.
4. Choose Hide.
5. Click More > Finish customization.

To change the tab order:

1. Click and hold the tab title.
2. Drag it to a new position.
3. Click More > Finish customization.

Select form layout

The form layout controls which fields and sections employees see. You can create and switch between different layouts.

Standard form layout. Bitrix24 administrators can set one layout for all employees.

1. Click the settings icon.
2. Select Use standard form layout.
3. Configure the form.
4. Click Set as standard form layout for all users.

All employees will see the same layout.

To restore default settings, use Reset form layout.

Custom form layout. Each employee can customize their own form: create sections, show hidden fields, and change their order.

Click the settings icon and select Use custom form layout.

New form layout. Bitrix24 administrators can create layouts for specific employees or departments.
CRM item form layout

To create a layout:

1. Customize the form as needed.
2. Click the settings icon.
3. Select New form layout.
4. Enter a name.
5. Select employees or departments.
6. Click Save.

Change stage

Stages represent the steps in your sales process. They help you track progress from the first contact to deal completion. Stages appear in the CRM kanban view and in the item form.
Kanban view in CRM

To change a stage, click its name at the top of the form. Updates will appear in the timeline.

Create new item

You can create a new CRM item based on an existing one. The new item will include related information. For example, create a deal from a lead and an invoice from a deal.
Create CRM item from source

Open the CRM item form, click the button in the top-right corner, and select an item. The information about the created item will be displayed in the timeline and in the Dependencies tab.

Create documents

Create documents directly from a CRM item.

1. Open the item you want to use.
2. Click Document.
3. Select a template.

The system will automatically fill in the document with data from the CRM item form.
Documents in CRM

Customer contact

Use the CRM item form to communicate with a client. You can:

• Call
• Send an email
• Send an SMS
• Start a chat (for example, WhatsApp or Telegram)

All communication is saved in the timeline.
Invite a customer to chat on Telegram or WhatsApp
Send WhatsApp messages from CRM

Schedule follow-ups and meetings from the CRM item form.

You can:

• Create an activity
• Schedule a meeting
• Book a meeting room
• Invite colleagues

All planned activities appear in the CRM item and help you stay organized.
Universal activity in CRM