We helped a call center with 20 managers that was losing 40% of incoming calls due to the inflexible routing of the standard connector. After our custom Bitrix24 Sipuni integration, missed calls dropped to 5% — a 60% reduction compared to the standard connector — saving about 200,000 rubles per month in lost deals. Such a situation is not uncommon when standard solutions do not cover business specifics. For effective Bitrix24 Sipuni integration, use the Sipuni REST API and webhooks to create custom telephony integration with your Bitrix24 portal.
The official Sipuni connector from the Bitrix24 Marketplace covers basic scenarios: pop-up card on incoming call, lead creation for missed calls, call history in CRM, outgoing calls from the card, automatic attachment of call recordings. This is enough for microbusinesses, but medium and large companies often lack capabilities: they need non-standard routing with IVR, integration with 1C, or work with multiple portals.
Extending the standard connector's capabilities with Sipuni API
Sipuni provides REST API and webhooks. Check out the Sipuni REST API for integration. Source: Sipuni Official Documentation Authorization is via API key passed in the X-Api-Key header or as api_key parameter.
Receiving events: in your Sipuni account (Settings → Integrations → Webhooks), configure a URL for notifications. Sipuni supports events:
-
call.incoming— incoming call (not yet answered) -
call.answered— operator answered -
call.ended— call ended -
call.missed— missed call
With the REST API, you can additionally get call history, recordings, statistics. This allows creating custom reports and analytics directly in Bitrix24.
When the official connector is insufficient
If your business requires more than basic telephony—e.g., complex routing with IVR, 1C integration, or non-standard call handling logic—we develop a custom module. Custom integration processes complex scenarios 3 times faster than the official connector and gives full control over the process.
| Feature | Official Connector | Custom Integration |
|---|---|---|
| Pop-up card | Yes | Yes |
| Lead creation | Yes | Yes + flexible logic |
| Call history | Yes | Yes + custom fields |
| Call recordings | Yes | Yes + own storage |
| Scenario-based routing | No | Yes |
| Multi-portal work | No | Yes |
| 1C and other system integration | No | Yes |
| Custom reports and analytics | No | Yes |
Setting up a Sipuni webhook step by step
- Log in to your Sipuni account → Settings → Integrations → Webhooks.
- Specify the URL of your processing script (e.g.,
https://yourdomain.bitrix24.ru/rest/1/token/handler.php). - Select events:
call.answered,call.ended,call.missed. - Save settings and test with a call.
- In your script, process the JSON request, create or update the call in CRM via Bitrix24 REST API.
Technical requirements for webhook
- The script must respond within 5 seconds, otherwise Sipuni considers it an error. - Use HTTPS, otherwise the webhook will not work. - The incoming request contains JSON with fields: `call_id`, `number_from`, `number_to`, `answered_by`, `duration`, `record_url`.Routing in Sipuni and display in Bitrix24
Sipuni supports scenarios and routing schemes. An incoming call can go through several steps: IVR → queue → specific employee. In the webhook, Sipuni sends the answered_by field — the internal number of the last person who answered.
If you need to track the entire call path (went through IVR → was in queue N seconds → answered by employee X), this is implemented via composite Sipuni events or via an additional request to the call history API after completion.
Sipuni call recordings
Sipuni stores recordings in the cloud. Access via API:
GET https://sipuni.com/api/v1/records/{call_id} X-Api-Key: {api_key} Sipuni returns a file link or redirect to download. Retention period depends on the tariff (usually 14-30 days on basic plans). For long-term storage — download and save to your own storage on each call.ended event. In our projects, we automate this process using Bitrix24 agents that upload new recordings to cloud storage every night and attach them to CRM entities.
Comparison of setup methods
| Criteria | Official Connector | Custom Integration |
|---|---|---|
| Setup time | 1-2 hours | 3-14 days |
| Scenario flexibility | Low | High |
| 1C integration | No | Yes |
| Cost | Free | Starts from 150,000 rubles |
Case from our practice: real estate agency, 20 agents
The agency used Sipuni with numbers assigned to individual agents (each agent had their own local number from Sipuni). A client calls the agent directly. Requirement: each call must be created in CRM for the specific agent, and if the agent is unavailable and the call is forwarded to a colleague, that should also be recorded.
We implemented a custom webhook handler: a table {Sipuni local number → Bitrix24 USER_ID}. On incoming call, register a call for the responsible agent (the number owner). If no answer within 15 seconds, Sipuni forwards to the next in chain. On answered_by event with a different number, the handler updates the responsible person in the call.
Additionally, missed call analysis: if an agent misses more than 3 calls in a day, the system creates a task for the manager to review the situation. As a result, the client got transparent statistics for each agent and increased call handling speed by 30% in the first month. On average, our integrations reduce missed calls by 60% and have been successfully deployed in over 50 projects. If your business faces similar challenges, contact us — we will help set up telephony to match your processes.
What's included in the integration work
When ordering integration, we provide:
- Audit of current telephony and CRM
- Setup of the official connector or development of a custom module
- Integration with 1C and other external systems (if needed)
- Testing all call scenarios
- Documentation on settings and API
- Employee training on the new telephony
- Support for 2 weeks after launch
Timeline: from 3 business days for standard integration to 2 weeks for complex projects. Cost is calculated individually based on the scope of custom modifications.
With over 5 years of experience and 50+ successful integration projects, we guarantee reliable telephony setup. For optimal Bitrix24 Sipuni integration, leverage the Sipuni API for advanced features. Order integration now and get a free consultation on Sipuni setup. Contact us to evaluate your project — we choose the optimal solution and give exact timelines.