Speech Analytics Settings for Bitrix24 Integration

All Bitrix24 integration settings can be found in Settings — CRM Integration — Bitrix24, and Speech Analytics settings are at the bottom of the page. Here, you can enable automatic task creation and sending sales indicators and poor service indicators to leads, deals, and contacts.

Task Creation

Once Cloud PBX Speech Analytics detects poor service indicators, Bitrix24 will automatically create a task for a supervisor to contact this customer. You can configure task creation differently for incoming and outgoing calls: with different urgency levels, assignees, etc.

Let's set up task creation for incoming calls with poor service indicators as an example. This is the first integration scenario in the Speech analytics list.

1. To enable the corresponding scenario, move the toggle to the right.

2. In the window that opens, select Create a task.

3. In the additional settings window:

  • select the assignee for this task. This can be a supervisor, a senior manager, or any other employee whose Cloud PBX account is linked to their Bitrix24 account.
  • set the task due time (for example, untill the end of the day);
  • enter a clear task title, for example: Review the conversation with the customer;
  • add task text and an observer if needed;
  • select one or several poor service indicators that you want to track in Bitrix24.

You do not have to create a task for every indicator. For example, if you do not plan to respond each time your employees use filler words, do not select Filler words in this list.

4. Click Apply.

A task automatically created in Bitrix24 after a call with poor service indicators will look like this.

Adding Indicators to Leads, Deals, and Contacts

For calls with sales and poor service indicators, Bitrix24 automatically adds the corresponding indicators to leads, deals, and contacts. Let's set up adding indicators for incoming calls in Bitrix24 classic mode as an example.

1. In Bitrix24 create the custom field Sales and poor service indicators. For more details about creating custom fields, see the article How to Sync Customer Data with Bitrix24.

Please note: To send data correctly, tick Multiple and choose String as the type.

2. In Cloud PBX integration settings, in the Speech analytics list, move the toggle to the right next to the relevant item for adding a value to a lead, deal, or contact.

3. Select the Bitrix24 field and all indicators that require your attention.

Done! Now, for each successful incoming call, sales and poor service indicators will be sent to the lead.

Later, you can filter leads, contacts, and deals by these indicators.

For more information about what the created tasks are linked to and which entities receive indicators, please see this article.

See Also