Voice Broadcasting in Bitrix24: Turnkey Setup

Clients complaining they don't receive order-ready notifications? Manually calling hundreds of contacts wastes managers' time. Voice broadcasting in Bitrix24 solves both issues, but its setup requires understanding telephony mechanics and legislation. We take over this work: configure end-to-end — from telephony connection to results report.

Automatic calls with a recorded or synthesized message are available through the CRM-Marketing module. Use cases: delivery notifications, appointment reminders, promotion announcements. Our engineers have over 10 years of experience in Bitrix24 and have implemented more than 40 similar projects — from simple alerts to complex scenarios with DTMF menus and external TTS integration.

Problems We Solve

Problem 1: Low call speed. Without proper queue and parallel line configuration, broadcasts drag on for hours. We optimize the number of channels for your plan and set retry intervals for unavailable numbers.

Problem 2: Poor-quality speech synthesis. The built-in TTS of Bitrix24 sounds robotic. For critical messages (e.g., medical appointment confirmations), we integrate external services like Yandex SpeechKit or record a professional audio file.

Problem 3: 54-FZ violations. Broadcasting without checking DND databases and without an opt-out option leads to significant fines under the law. We implement mandatory number verification and opt-out via key press.

How We Do It

We use the stack: PHP 8.1+, 1C-Bitrix (infoblocks v2.0), ORM, tagged caching. For telephony integration, we configure the Bitrix24 REST API and SIP connection.

Case study: An online store needed to notify clients when their order status changed to 'Out for Delivery'. We created a CRM segment with a status filter, recorded an audio message with variables {name} and {order_number}, and set up a DTMF menu (1 — inquire time, 2 — cancel). Calls went out over 4 parallel lines. After a test run, the report showed 95% reach and 30% confirmations. The task was completed in 1 day.

Typical Errors and Their Consequences

Process of Work

1. Analysis — audit current telephony, plan, CRM segments.
2. Design — choose scenario (audio or TTS, DTMF menu, schedule).
3. Implementation — configure broadcast: audience, content, retry parameters.
4. Testing — trial run on 10–20 contacts, verify DTMF logic.
5. Deployment — launch on full database, monitor first calls.
6. Reporting — deliver statistics: reach, key presses, errors.

What's Included

• Telephony and Bitrix24 plan audit.
• Creating an audience segment with required filters.
• Preparing audio message (recording or synthesis with CRM variables).
• Setting up DTMF menu (buttons, transfer to operator).
• DND number check.
• Test run and adjustments.
• Full broadcast report.
• Training a staff member to launch future broadcasts.

Timeline and Costs

Simple broadcast with ready audio and segment — from 1 day, price on request. Complex scenario with DTMF and external TTS — up to 3 days, price on request. Cost calculated individually based on scope. Contact us for a quote.

Why Voice Broadcast via CRM Is More Effective Than SMS?

According to research cited in Wikipedia, automated calling yields 2 times more reach than SMS and 30% higher conversion to target action. Voice messages are harder to ignore, and DTMF menus provide immediate feedback. In direct comparison, voice broadcasting is 2 times more effective than SMS in reaching customers.

How to Avoid Fines When Broadcasting?

Always check the database for DND numbers using services or built-in filters. Include an opt-out option in the message (e.g., 'press 2 to unsubscribe'). We guarantee compliance with 54-FZ and advertising laws — all settings are audited before launch.

Comparison of Speech Synthesis Methods

After launch, analyze the statistics: reach rate, key presses, opt-outs. These data will help improve the next scenario.

We will evaluate your project in 1 day — get a consultation and preliminary plan. Order voice broadcast setup today to avoid wasting time on experiments.