Call Card in Bitrix24: Setup and Customization for Your Sales

Why the call card is a manager's main tool

A manager receives an incoming call. The CRM opens a basic card — only the phone number. The client waits. While the manager scrolls through deals, the client loses patience and hangs up. According to our data, this type of inefficiency can lead to significant monthly losses. Internal BiTronics statistics: a tuned call card reduces call handling time by 30–50% and increases deal conversion 1.5–2 times. Bitrix24 call card solves this: on a call, the name, open deals, balance, and last actions appear instantly. Customizing such a card cuts reaction time to 2 seconds — 4–5 times faster than manual search. On a project for a distributor, we added balance and order history — call handling time dropped from 25 to 5 seconds. Now the manager sees the full picture without extra clicks.

Data in the call card

On an incoming call, Bitrix24 searches for the number in CRM and displays:

• Contact name / company name
• Responsible manager
• Open deals linked to the contact
• Last activity (call, email, meeting)
• Custom fields (if added)

If the number is not found — the card shows only the number and buttons "Create lead", "Create contact". This leads to client loss, representing a significant missed opportunity. By customizing user fields, we eliminate this: the card always contains up-to-date data, even for new numbers.

How to customize the call card for business processes

The standard card is limited to basic fields. To add, for example, client balance or VIP category, customization is needed. For on-premise Bitrix24, the card template is located in bitrix/modules/voip/lib/. Changes are made via component custom events or by adding widgets. For the cloud version — through a telephony app from the Marketplace. We use an approach with custom fields and widgets so the card contains exactly the data critical for business. For example, a balance widget or last deal widget. After configuration, the manager sees the full history without extra clicks — and this directly affects call handling speed.

Actions from the call card

During a call, the manager can directly from the card:

• Navigate to contact/deal card with one click
• Create a new contact or lead
• Transfer the call to another employee
• Put the call on hold
• Add a quick note (comment to the call)

After the call ends, the card shows a comment field and a "Create activity" button. This allows recording the call result without switching windows.

How to set up the call card for an external PBX

Integration with Asterisk, 3CX, Mango Office, and other PBXs requires correct invocation of the telephony.externalcall.register method. This method is called on incoming call, passing the phone number and employee ID. Example call:

$result = telephony::externalcallRegister([ 'USER_ID' => $userId, 'PHONE_NUMBER' => $phoneNumber, 'CRM_CREATE' => 'Y', 'SHOW' => 'Y' ]); 

If the card does not appear — perform three diagnostic steps:

1. Check that telephony.externalcall.register is called on incoming call, not only on answer.
2. Ensure USER_ID is correct and the user is online in Bitrix24.
3. Check browser settings: pop-ups must be allowed for the Bitrix24 domain.

More details about the method — in telephony REST API documentation.

What's included in call card setup

We perform the full cycle:

• Analysis of current CRM and business processes, identifying bottlenecks.
• Card design: which fields, widgets, actions are needed.
• Customization implementation: template configuration, PBX integration, adding custom fields.
• Testing on test environment, then on production.
• Training managers to use the card.
• One-month guarantee of correct operation.