Entity Creation and Call Logging Logic in Bitrix24
Below is an overview of entity creation and call logging work in Bitrix24, along with detailed tables to help you identify your scenario.
1. To automatically create a lead or a deal with a contact in Bitrix24 for a new incoming or outgoing call, enable entity creation in Cloud PBX.
To ensure entities are also created for outgoing calls, enable their creation in the Outgoing calls section.
2. As long as a lead, a deal with a contact, or a standalone contact exists in Bitrix24, new entities will not be created automatically for calls.
3. Call information is added to the open entity and the contact.
4. If a lead or deal is closed (successfully or unsuccessfully), calls will continue to be added to the contact. By default, repeated leads and deals are not created automatically.
5. To automatically create a repeated lead or deal for a contact or closed entities, enable repeated lead creation in both Cloud PBX and Bitrix24.
To create entities for outgoing calls as well, enable it in the Outgoing Calls section.
For outgoing calls only: if the previous lead for this customer was converted into a deal, a repeated lead will be created when the customer calls again. If the previous lead was converted into a contact, a repeated lead will not be created.
Table 1. How Calls and Recordings Are Assigned to Entities in Bitrix24
Table 2. How Entities Are Created in Bitrix24
FAQ
Which entity will a call be logged to if there are two open deals with the same phone number?
The call is logged to the related entities according to the call table, regardless of how many there are.
Which entity will a call be logged to if there is an open deal and an open lead with the same phone number?
The call is logged to all related entities.
There is an open deal, a lead, and a contact. An employee starts a call to the customer by clicking the number in the contact card. Which entity will the call be logged to?
A call initiated by clicking the contact’s number is considered a standard outgoing call and is logged to all related entities. The only exception is when a call is initiated by a click from a closed entity card — in that case, the call will be logged to that card as well.
Does the logic for creating repeated leads differ for outgoing and incoming calls?
Yes, the difference is shown in the table above.