Assigning Responsible Employees for Missed Inquiries in Bitrix24
When a missed inquiry occurs — whether it’s a call, chat, or offline website request — a Task is created in Bitrix24, and a responsible employee is assigned.
Setting Up Responsible Employees
To assign different responsible employees based on the type of inquiry, website, time of inquiry, and other conditions, follow these steps:
- Go to the Integrations → Settings section.
- Navigate to the Responsible Employees tab.
- Click the “Add Employee” button and specify the parameters for assignment. For example, missed calls can be assigned to employees based on virtual numbers.
Filters available for incoming calls:
- Virtual number;
- Time of inquiry;
- Group selected by the visitor;
- Last operation in the scenario;
- Region of the caller’s number;
- Advertising campaign;
- Website;
- PBX scenario.
For missed outgoing calls: the responsible employee is the one who attempted the call. If this employee doesn’t have a Bitrix24 account, you can assign another responsible employee.
For Offline Requests:
- Time of inquiry;
- Group selected by the visitor;
- Advertising campaign;
- Website.
For Chats:
- Time of inquiry;
- Group selected by the visitor;
- Advertising campaign;
- Website;
- Status.