Configuring Bitrix24 Email Integration
A connected mailbox lets you send and receive emails directly from Bitrix24 — from a CRM card, from a deal, from a task. Each email automatically links to a contact or deal in CRM. The manager doesn't switch between email and CRM — all correspondence in one place.
Types of Email Connections
Bitrix24 has two levels of email integration:
| Level | Configured In | Purpose |
|---|---|---|
| Personal employee email | Profile → Email | Personal employee correspondence |
| Shared department/company mailbox | CRM → Communication Channels → Email | General support, sales address |
Shared mailbox is processed through "Open Channels" — emails go into a queue and are distributed among managers.
Configuring Personal Email
Section: User Profile → Email → Add Mailbox.
Supported protocols:
- IMAP — reading incoming emails with synchronization from the mail server.
- SMTP — sending outgoing through the company mail server.
Parameters for configuration:
| Parameter | Value |
|---|---|
| IMAP Server | imap.company.ru (or imap.gmail.com, imap.yandex.ru) |
| IMAP Port | 993 (SSL) or 143 (no SSL) |
| SMTP Server | smtp.company.ru |
| SMTP Port | 465 (SSL) or 587 (STARTTLS) |
| Login | Full email address |
| Password | Email password or app-specific password |
For Gmail and Yandex Mail with two-factor authentication enabled, you need to create an app-specific password — the regular password won't work.
Linking Emails to CRM
After connecting the mailbox, Bitrix24 automatically scans incoming and outgoing emails. If the sender or recipient email address matches a contact in CRM — the email is linked to their card.
Control this behavior: CRM → Settings → Other Settings → Email Processing.
Parameters:
- Create lead on email from new address — yes/no.
- Create "Email" activity in card — yes/no.
- Assign responsible — by CRM rules.
Email Templates
For typical responses, set up templates: CRM → Settings → Email Templates.
Template contains the email subject and body with CRM field substitution: {=Document:NAME}, {=Document:ASSIGNED_BY_PRINTABLE}. When sending from a deal card, the manager selects a template — data is substituted automatically.
Shared Mailbox Through Open Channels
For address [email protected], where customers write, use connection through open channels. An incoming email creates a dialogue, which is assigned to a free manager in turn.
Configuration: CRM → Open Channels → Add → Email.
Outgoing emails from an open channel are sent from this shared address — the customer sees the corporate mailbox, not the manager's personal email.
Common Issues
Emails not synchronizing — usually app-specific password problem (Gmail, Yandex) or port 993/465 blocked on corporate firewall.
Duplicate activities in CRM — happens if both personal email and shared mailbox with the same address are connected. Keep only one connection.
Outgoing emails not sending — check SMTP settings, sending limit on the mail provider side.
Setting up email integration for one employee takes 30 minutes. Setting up a shared mailbox through open channels takes 1–2 hours.