Setting up automatic lead generation from Bitrix24 calls

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Setting up automatic lead generation from Bitrix24 calls
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Configuring Automatic Lead Creation from Bitrix24 Calls

Every missed call from an unknown number is a potential customer the manager may forget about. If a lead is not created automatically, some inquiries are lost without a trace. Automatic lead creation from calls closes this gap.

When a Lead Is Created Automatically

In Bitrix24, a lead from a call is created in two scenarios:

1. Incoming call from an unknown number. The number is not found in the CRM database. Configuration: "Telephony" → "Settings" → "CRM" → "Create lead on call from new client". You can additionally specify: create for any call, or only for missed calls.

2. Missed call from an existing client. The client is in the database but could not get through. A "Missed call" activity is created in their card along with a callback task assigned to the responsible manager. This is not a new lead — it is a task within an existing contact record.

Parameters of the Created Lead

An automatically created lead contains:

  • Phone number of the caller
  • Date and time of the call
  • Destination of the call (queue, employee)
  • Duration (0 for missed calls)
  • Call recording (if one was made)

The lead source is automatically set to "Call". This is important for analytics — it shows which channel generated the leads.

Configuring Lead Creation Rules

Under "Telephony" → "Settings" → "CRM", configure:

  • Create lead: on any call / missed calls only / incoming calls only
  • Default responsible party: who the lead is assigned to if routing did not identify a specific employee
  • Automatic task: create a "Call back" task when a lead is created from a missed call

Robots and Triggers for Leads from Calls

After a lead is created automatically, further automation can be launched via CRM robots:

  • Send an SMS to the client: "We have registered your call and will call you back within 15 minutes"
  • Create a task for the manager with a deadline
  • Add to auto-dialer (if the corresponding automation is configured)

Setting up automatic lead creation: 1–2 hours, including robot configuration for handling missed calls.

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