Autodial in Bitrix24: Turnkey Setup with Voice Messages
The problem: manual dialing is killing sales
Picture this: a manager spends 40% of their workday dialing numbers and waiting for rings. Clients hang up or don't answer — up to 70% of calls go unanswered on the first attempt. Conversion drops, operators burn out, and the business loses leads. This is especially critical for high-call-volume sectors: dentistry, logistics, e-commerce.
We solve this with autodial in Bitrix24 — a system that automatically dials numbers, plays voice messages, or connects to an operator only when the subscriber answers. We use the built-in telemarketing for mass calling with managers and custom CRM robots + TTS for voice notifications without human involvement. Below we break down both approaches and their technical implementation.
This approach reduces operator dialing time by 80% and doubles client contact rates. We also take legal aspects into account: all calls are made with client consent, automatically logged in CRM, and marked as advertising if required. This helps avoid fines and complaints. Each project is tailored to specific business processes — from simple appointment reminders to multi-stage nurturing funnels.
How Bitrix24 telemarketing works
The built-in Telemarketing module (CRM → Telephony) implements predictive dialing: the system makes several parallel calls and routes the answering client to an available manager. The operator only spends time on the conversation.
Setup in 4 steps:
- Create a campaign (Telephony → Telemarketing → New campaign)
- Upload a number list (CSV or CRM segment)
- Assign operators
- Set parameters: number of simultaneous calls, interval between attempts (we recommend 5–10 minutes), max attempts (usually 3)
After launch, the system distributes calls automatically. Statistics for each campaign are available in reports.
How to set up autodial with a voice message without an operator
For reminders about appointments, order status, or informational messages without manager involvement, we use CRM robots + REST API.
Example scenario: 24 hours before a visit, the client receives a call with a voice reminder. Scheme:
- A CRM robot triggers when the deal date becomes 'tomorrow' (from a custom field)
- The robot sends an HTTP request (webhook) to our handler
- The handler initiates a call via the
telephony.externalcall.originatemethod or external PBX API - The client hears synthesized speech (Yandex SpeechKit) or a pre-recorded audio file
- The result (answered/not answered) is returned to CRM via an internal webhook
The operator-less option requires integration with a TTS service — we use Yandex SpeechKit.
Comparison of standard and custom approaches
| Parameter | Standard Telemarketing | Custom Robot with TTS |
|---|---|---|
| Operator involvement | Yes (connects to manager) | No (fully automatic) |
| Message type | Only live conversation | Voice message or TTS |
| Scenario configuration | Limited (only time and attempts) | Flexible (any logic via robots) |
| Retries | Built-in (up to 3 attempts) | Custom with arbitrary intervals |
| Call cost | Higher (operator cost) | Lower (only channel cost) |
Retries: algorithm and configuration
With autodial, about 40–50% of clients don't answer on the first try. We set up multi-level logic:
| Attempt | Delay | Action on failure |
|---|---|---|
| 1st | None | Proceed to attempt 2 |
| 2nd | 30 minutes | Proceed to attempt 3 |
| 3rd | 2 hours | Create a task for the manager |
| Final | — | Manager calls manually |
In Bitrix24, this is implemented via robots: when the status is 'not answered,' a task with a delayed start is created. After three failures, the system assigns a task to the manager.
Example robot setup for retries
Create a robot with the trigger 'CRM field change' (status = not answered). Set a 30-minute delay and action: execute a webhook with a new call. For the third attempt — a 2-hour delay and a manager task. Implementation requires a custom PHP handler.
Why our approach is better than ready-made modules
Ready-made extensions from the Marketplace often have limitations: they don't integrate with custom fields, don't support TTS, and aren't flexible in retry configuration. We write a solution tailored to your specific business process — customization for any scenario, full control over logic. Operator time savings reach 80%, cost per answered call decreases by 30–50%.
What's included in the work
- Audit of current telephony and integration with Bitrix24 (if needed)
- Setting up telemarketing or creating a custom handler
- Integration with TTS service (Yandex SpeechKit)
- Implementing retry logic
- Creating CRM robots and webhook scenarios
- Testing on a test base (10–15 numbers)
- Documentation on setup and operator instructions
- 1 month of support after launch
Work process
- Analysis — we study your funnel, current calling processes, operator load. Determine which type of autodial is needed.
- Design — we map out call flow, timings, voice message scenarios.
- Implementation — module setup, handler development, TTS integration.
- Testing — run 50+ calls in test mode, adjust.
- Deployment — launch on live base, train operators.
- Post-support — monitor metrics, optimize if needed.
Estimated timelines
- Standard telemarketing — from 2 to 4 hours.
- Custom autodial with voice messages — from 2 to 5 working days.
- Complex integration with non-standard PBXs — discussed individually.
Result guarantee
We've been setting up telephony in Bitrix24 for 5+ years. Over 200 automation projects — from small dental clinics to federal chains. We provide a guarantee on all work: if the autodial doesn't work as intended, we'll redo it for free. Order autodial setup now — free up your managers' time for real sales. Contact us for an assessment of your task — we'll select the optimal scenario and calculate timelines.