Bitrix24 CRM Integration

Bitrix24 is a comprehensive business management platform that combines CRM, project management, communication tools, and more. The Virtual-Call Cloud PBX integration with Bitrix24 enables seamless contact management, automatic call logging, and real-time customer context during calls. When integrated, your team gains instant access to customer information, can automatically log calls to contact records, and streamline sales workflows directly from the PBX.

Overview

The Bitrix24 CRM integration provides the following capabilities:

• Contact Synchronization: Automatically sync Bitrix24 contacts to your Virtual-Call Cloud PBX phonebook for easy lookup and dialing
• Contact/Lead Creation: Create new contacts or leads in Bitrix24 directly from the PBX during or after calls
• Automatic Call Popup: Display relevant customer information from Bitrix24 in a browser popup when calls arrive or are answered
• Call Journal/Activity Logging: Automatically create call activity records in Bitrix24 with call details, duration, and optional recording links
• User Association: Map PBX extensions to Bitrix24 users to ensure proper permission-based access and activity logging

Prerequisites

Before setting up the Bitrix24 CRM integration, ensure you have the following:

• Bitrix24 Account: Cloud Edition (any plan level) with administrative access to manage Developer Resources and webhooks
• Administrator Rights: Full admin access to both your Bitrix24 account and Virtual-Call Cloud PBX system
• PBX Firmware: Current or recent firmware version (check your system's current version in Settings System About)
• Webhook Capability: Your network must allow outbound HTTPS connections to Bitrix24 servers for webhook delivery
• Email Matching: Optional but recommended — ensure PBX user accounts use email addresses that match or can be mapped to Bitrix24 user emails for automatic user association

Connect Bitrix24 CRM

Follow these three steps to establish the connection between Bitrix24 and your Virtual-Call Cloud PBX.

Step 1: Create an Inbound Webhook in Bitrix24

The webhook allows Virtual-Call Cloud PBX to send call and contact information to your Bitrix24 instance. To create the webhook:

1. Log in to your Bitrix24 account as an administrator
2. Navigate to Settings Developer Resources Other Inbound Webhook
3. Click the Add or + Add Webhook button
4. Select a user (preferably a system or service account) who will own the webhook
5. In the permissions section, ensure the following permissions are granted:
   • CRM: Read, Add, Update (to sync contacts, create leads, and update activities)
   • User: Read (to validate user associations)
6. Click Save to generate the webhook URL
7. Copy the complete webhook URL (it will look like: https://yourbitrix24domain.bitrix24.com/rest/1/xxxxx/crm.contact.list)

Step 2: Connect Bitrix24 CRM to the PBX

Now configure the connection on the Virtual-Call Cloud PBX side:

1. Log in to your Virtual-Call Cloud PBX admin interface
2. Navigate to Integrations CRM
3. Select Bitrix24 from the CRM list
4. In the configuration page, you will see the following fields:
   • Bitrix24 Webhook URL: Paste the webhook URL copied from Bitrix24
   • Bitrix24 Domain/Address: Enter your Bitrix24 domain (e.g., yourcompany.bitrix24.com) without the protocol
5. Click Save or Connect
6. Verify the connection status displays as "Connected" or shows a green checkmark

Step 3: Associate Bitrix24 Users with PBX Extensions

The integration needs to know which Bitrix24 user each PBX extension represents for proper activity logging and access control:

1. Navigate to Integrations CRM User Association (or a similar section in your PBX)
2. The system may automatically match users by email address:
   • If a PBX user's email matches a Bitrix24 user's email, they are automatically linked
   • Review the automatic matches to ensure correctness
3. For users without automatic email matches, manually select the corresponding Bitrix24 user from a dropdown list
4. Save the associations

Configure Integration Features

After establishing the connection, configure the specific features you want to enable.

Contact Synchronization

Contact synchronization brings your Bitrix24 contacts into the Virtual-Call Cloud PBX, making them available in phonebooks for quick lookup and dialing.

How it works: Contacts are synchronized one-way from Bitrix24 to the PBX. The PBX does not modify Bitrix24 contact data; instead, it imports contact information into a dedicated phonebook for reference.

To configure contact synchronization:

1. In the PBX admin interface, go to Integrations CRM Bitrix24 Contact Synchronization
2. Enable the Contact Synchronization toggle
3. Select the target Phonebook where Bitrix24 contacts will be imported. This is typically a phonebook labeled "Bitrix24 Contacts" or similar
4. Configure the Always Query CRM option:
   • Enabled: Each time a call is received, the PBX queries Bitrix24 in real-time for the caller's information. This ensures the most up-to-date contact details are displayed but may add slight latency
   • Disabled: The PBX uses the locally imported phonebook only. Faster response but contacts may become outdated if changes occur in Bitrix24
5. Click Save

Contact/Lead Creation

Automatically create new contacts or leads in Bitrix24 when you receive or make calls from unknown numbers.

To enable contact creation:

1. In the Bitrix24 integration settings, locate the Contact Creation section
2. Enable Automatic Contact Creation
3. Choose when new contacts should be created:
   • On Inbound Calls: Create a contact when an incoming call arrives from a number not in Bitrix24
   • On Outbound Calls: Create a contact when your team calls an unrecognized number
   • Both: Create contacts for both inbound and outbound calls
4. Optionally, enable Create as Lead Instead if you prefer new callers to be logged as leads rather than contacts
5. Click Save

Call Popup

The call popup displays relevant Bitrix24 customer information in a browser popup when calls arrive or are connected. This gives your team immediate context without leaving the PBX interface.

To configure the call popup:

1. Navigate to Integrations CRM Bitrix24 Call Popup
2. Enable the Enable CRM Popup toggle
3. Configure Popup Trigger Events: Select when the popup should appear:
   • On Ringing: Show popup immediately when a call arrives (before answering)
   • On Answered: Show popup after the call is answered
   • On Call End: Show popup after the call disconnects
   • You can enable multiple events; the popup will trigger on any selected event
4. Optionally, if you have created CRM phonebook labels in your PBX, you can assign a label to trigger the popup based on which phonebook the contact is found in
5. Click Save

Using the Call Popup in Virtual-Call UC Client:

Once configured, when a call triggers the popup:

1. A browser popup window opens automatically (ensure your browser's popup blocker allows popups from your PBX domain)
2. The popup displays the contact's information from Bitrix24, including name, phone, company, and any custom fields
3. The popup may include quick-action buttons to create a note, log an activity, or navigate to the contact record in Bitrix24
4. If no matching contact is found, the popup may offer an option to create a new contact or lead

Call Journal/Activity Logging

Automatically create call activity records in Bitrix24 for every call. These activity logs provide a complete communication history with each contact and help teams track customer interactions.

To enable call journaling:

1. Go to Integrations CRM Bitrix24 Call Journal
2. Enable the Automatic Call Logging toggle
3. Select the Activity Type in Bitrix24 where calls should be logged (typically "Call" or "Phone Call")
4. Configure the Description Template to customize what information is recorded in the activity. You can use the following variables:
   • {Time} — Call timestamp
   • {Call_Log_Status} — Call status (answered, missed, declined, etc.)
   • {Call_From} — Calling party phone number or name
   • {Call_To} — Called party phone number or extension
   • {Talk_Duration} — Duration of the call in seconds or HH:MM:SS format
   • {Recording_URL} — Direct link to the call recording (if recording is enabled)
5. Example template: Call from {Call_From} at {Time}, Duration: {Talk_Duration}. Status: {Call_Log_Status}
6. If you want to include a link to the call recording in the activity, enable Include Recording Link (requires that call recordings are enabled in your PBX)
7. Click Save

How activity logging works:

• After every call completes, the PBX automatically sends call details to Bitrix24
• An activity record is created and linked to the contact or lead that was called or that called in
• The activity is logged under the PBX user associated with the extension that handled the call
• The activity appears in the contact's activity stream in Bitrix24, providing a complete communication history

Troubleshooting

If you encounter issues with the Bitrix24 integration, use this section to diagnose and resolve common problems.

Connection Status Shows "Disconnected" or Error

• Verify webhook URL: Ensure the webhook URL you entered in the PBX is exactly as copied from Bitrix24, including the protocol (https://)
• Check network access: Confirm that your PBX can reach Bitrix24 servers (outbound HTTPS on port 443). Test from your PBX's network to ensure there are no firewall blocks
• Validate Bitrix24 domain: Double-check that the Bitrix24 domain field contains only the domain name without https:// or trailing slashes (e.g., yourcompany.bitrix24.com)
• Webhook permissions: Log back into Bitrix24 and verify the webhook has CRM and User read permissions assigned
• Webhook status in Bitrix24: Visit Settings Developer Resources Inbound Webhook and confirm the webhook is active (not disabled or deleted)

Contacts Are Not Synchronizing to the PBX Phonebook

• Verify contact sync is enabled: Go to Integrations CRM Bitrix24 Contact Synchronization and confirm the toggle is enabled
• Check target phonebook: Ensure the selected phonebook exists and has the correct name. If the phonebook was deleted or renamed, select the correct one again and save
• Bitrix24 contacts must have phone numbers: Only contacts with at least one phone number field populated will sync. Contacts without phone numbers are skipped
• Force a manual sync: Some PBX versions offer a "Sync Now" or "Refresh" button. Click it to immediately pull contacts from Bitrix24
• Check Bitrix24 user permissions: The Bitrix24 webhook user must have permission to read CRM contacts. Verify this in Settings Users [User] Roles/Permissions

Call Popup Does Not Appear During Calls

• Verify popup is enabled: Go to Integrations CRM Bitrix24 Call Popup and confirm Enable CRM Popup is toggled on
• Check popup trigger events: Confirm that at least one trigger event (Ringing, Answered, or Call End) is selected
• Browser popup blocker: Your browser may be blocking popups. Check your browser's settings and allow popups from your PBX domain. For example, in Chrome: Settings Privacy and Security Site Settings Pop-ups and redirects, then add your PBX URL to the allowed list
• User association: Ensure the extension handling the call is associated with a Bitrix24 user. If not associated, the popup trigger may not work
• Matching contact required: The popup appears only if the incoming caller's number matches a contact in Bitrix24 (when "Always Query CRM" is enabled) or in the phonebook (when disabled). If the number is not found, no popup will display

Call Activities Are Not Appearing in Bitrix24

• Verify call logging is enabled: Check Integrations CRM Bitrix24 Call Journal and ensure Automatic Call Logging is toggled on
• User association: The PBX extension that handled the call must be associated with a Bitrix24 user. Without association, the activity has nowhere to be logged
• Contact must exist: An activity is only created if the call is associated with an existing Bitrix24 contact or lead. If the number is unknown and contact creation is disabled, no activity is logged
• Check Bitrix24 webhook permissions: The webhook user must have permission to add activities to CRM. Verify CRM Create and Update permissions in Settings Developer Resources Inbound Webhook
• Review call logs: In the PBX, check the call logs (typically under Call Reports or Call History) to verify the call was completed successfully before checking for Bitrix24 activities

Unknown Numbers Are Not Creating New Contacts

• Contact creation must be enabled: Verify that Automatic Contact Creation is toggled on in Integrations CRM Bitrix24 Contact Creation
• Correct trigger selected: Confirm that the trigger for your call type is selected (On Inbound Calls, On Outbound Calls, or Both)
• Caller ID must be valid: The contact is created from the caller ID information. If the caller ID is "Unknown", "Blocked", or blank, contact creation may fail or create an incomplete record
• Bitrix24 validation rules: Your Bitrix24 account may have data validation rules that prevent creating contacts without certain fields (such as a company name or email). Check Bitrix24 settings and adjust rules if necessary
• Webhook permissions: The webhook must have CRM Create and Update permissions to add new contacts

Call Recording Links Are Not Included in Activity Descriptions

• Recording must be enabled: Ensure call recording is enabled in your PBX (Settings Call Recording or Recording Settings)
• Verify Include Recording Link is enabled: In the Call Journal configuration, toggle on the Include Recording Link option
• Recording URL permissions: Ensure that the {Recording_URL} variable is properly formatted and that the recording is accessible (check that the PBX recording server is online)
• Re-test: Place a test call and allow it to complete. Check the Bitrix24 activity that is created to verify the recording link is included

Disable or Disconnect the Integration

If you need to temporarily pause or completely remove the Bitrix24 integration, follow these steps:

To Temporarily Disable the Integration:

1. Navigate to Integrations CRM Bitrix24
2. Toggle off the Enable Integration switch or uncheck individual features:
   • Disable Contact Synchronization to stop syncing contacts to the phonebook
   • Disable Contact Creation to prevent new contacts from being created
   • Disable Call Popup to stop popups from displaying
   • Disable Call Journal to stop automatic activity logging
3. Click Save
4. The integration remains configured and can be re-enabled at any time without reconfiguring the webhook or user associations

To Completely Disconnect the Integration:

1. In the PBX, navigate to Integrations CRM Bitrix24
2. Click the Disconnect or Delete button
3. Confirm the disconnection when prompted
4. In Bitrix24, optionally delete or disable the webhook:
   • Go to Settings Developer Resources Other Inbound Webhook
   • Find the webhook associated with Virtual-Call Cloud PBX
   • Click Delete to remove it completely, or simply disable it if you may reconnect in the future
5. After disconnection, no further contact synchronization, call logging, or popups will occur

Summary

The Bitrix24 CRM integration transforms your Virtual-Call Cloud PBX into a powerful CRM-aware communication tool. By enabling automatic contact synchronization, call popups, contact creation, and activity logging, your team gains complete visibility into customer interactions and can work more efficiently from a unified interface.

For additional support or questions about the Bitrix24 integration, contact your system administrator or refer to the Bitrix24 API documentation and Virtual-Call Cloud PBX support resources.

New Authentication Method from Version 84.23.0.24

OAuth2 PKCE Support

Custom CRM/Helpdesk integration templates now support the authentication method Authorization Code Flow with Proof Key for Code Exchange (PKCE). This method uses a challenge-verifier pair instead of a client secret, thereby improving the security of OAuth 2.0 authentication.