Bitrix24 CRM Integration

Introduction

3CX provides integration with Bitrix24 via the 3CX API for CRM with the following features:

Caller ID to Contact Name – inbound calls trigger a Bitrix24 contact lookup.
Contact Lookup in Bitrix24 based on Name, Number or Email if you search for a name in the 3CX Webclient
Call & Chat Journalling – calls and chats are logged in the Bitrix24 Contact Card as CRM call records.
Create a new Bitrix24 contact from the 3CX client for calls from new numbers.
Click to Call – launch calls straight from Bitrix24 via 3CX, using the 3CX Click2Call Browser extensions for Google Chrome and Microsoft Edge.

Login to your Bitrix24 portal account, click on the menu icon on the top left corner and go to “Developer Resources” > “Other” > “Inbound webhook”.

Assign a name on top, scroll down to the “Assign permissions” section, then select “CRM”, “Users” and “Lists” and click “Save” when done.
Copy the Web Hook URL to use for 3CX configuration, which is under the title “Webhook to call REST API”. Then click “Close”.

In 3CX Management Console go to “Settings” > “CRM Integration” > “Server Side” tab.
Select “Bitrix” from the dropdown list.
Enter the Web Hook URL generated previously in Bitrix24, in the “Web Hook URL” field.
Enter your Bitrix24 domain in the “Domain” field.
Select the preferred contact lookup order.

To report external calls and chats to Bitrix24, the email address configured for the 3CX extension must match the email address of a Bitrix24 user. This way 3CX can map the 3CX extension receiving the call or chat to the Bitrix24 user.
Check the “Enable Call Journaling” option to report external calls to the CRM, and configure these “Call Journaling” parameters:

Please note that you can use variables in the “Call Journaling” parameters, denoted as
[variable_name]
, e.g. the external number is specified as
[Number]
. The available variables to use are listed here.

Check the “Enable Chat Journaling” option to report chats to the CRM, and configure these “Chat Journaling” parameters:

Please note that you can use variables in the “Chat Journaling” parameters, denoted as
[variable_name]
, e.g. the external number is specified as
[Number]
. The available variables to use are listed here.

To get a match with Bitrix24, the incoming Caller ID must be identical to the CRM entry, including any prefix, as Bitrix24 performs whole number lookups. Querying Bitrix24 using a subset of the digits, does not return any data.
Bitrix24 stores the numbers in E164 format, so ensure that your SIP Trunk provides the caller’s number in E164 format as well, so both match. Otherwise, you can use Caller ID Reformatting to adjust the caller’s number before being passed on to the CRM.
Now Go to “Advanced” > “Contacts” > “Options”, set the matching strategy to "Match exactly" and click “OK”

To create new contacts in the CRM when a call is received from an unknown number, i.e. not found in either 3CX or CRM, check the “Allow contact creation directly to your CRM using 3CX Web Client” checkbox and configure the parameters below.
Contact Creation parameters are:

When the caller’s number can’t be matched to a contact, the 3CX client will let the user create the contact by filling the details in a dialog.