Event-Based Auto Calls in Bitrix24

Auto calls in Bitrix24 allow instant call initiation when changes occur in the sales funnel. This minimizes human error and boosts conversion at every stage.

Use Cases:

• Quick processing of inquiries to prevent clients from losing interest or going to competitors.
• Notifying clients about order status, event invitations, etc.
• Repeat sales: follow up with clients to upsell or encourage progress in their current deal.

General principles of working with robots are described in the Bitrix24 support section.

How to Set Up

• In Bitrix24, go to My Robots → [CallGear] Auto Call.
• Configure the conditions under which auto calls will trigger.

Define how the system will connect employees and clients:

• To the personal manager: the call is directed to the deal’s responsible manager. After their answer, the client is connected.
• To a specific employee: the call is routed to a selected employee from the CallGear personal account, bypassing the Bitrix24 responsible manager.
• To a virtual number: the call is routed to a virtual number connected in CallGear, following its configured scenarios and processing rules.
• Based on a PBX scenario: the call follows a specific processing scenario created in the CallGear personal account.

Important

If the first step in a scenario is “Information Message” or “Menu”, the system will connect directly to the client, bypassing employees.

These options are useful if you don’t need the client to speak with an employee. Select “Information Message” so the client hears a message when they answer. Select “Menu” to allow clients to respond using keypad options (e.g., pressing 1 or 2).

Client actions are recorded in Requests → Calls in the CallGear personal account.

What Employees See During Auto Calls

• The call appears as an incoming call: Bitrix24 displays a call card with contact and deal information.
• In the CallGear Softphone, similar information is displayed.
• For auto calls, you can set a voice message to inform employees that it’s an auto call, not a regular incoming call, and they should wait for the client connection.

Handling Missed Auto Calls

If an auto call fails (e.g., triggered after hours or no employees were available), there are two recovery options:

1. Auto Callback for Missed Calls:
   • Allows multiple retry attempts for missed auto calls.
   • Use a scenario filter to create a separate rule for auto callbacks.
2. Queueing Calls in Processing Scenarios:
   • The system waits for employees to become available and directs the call to them.
   • In the advanced settings of the auto call scenario, activate the “Queueing” option.

Timeout: Set the waiting time (in seconds) for calls in the queue.