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:

1. Go to the Integrations → Settings section.
2. Navigate to the Responsible Employees tab.
3. 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.