> This is a page from the ElevenLabs documentation. For an index of the documentation, fetch https://elevenlabs.io/docs/llms.txt.

# Bitrix24

Your receptionist can check whether a caller is already a lead or contact in Bitrix24 CRM, and add new callers as leads with what they need, so your team can follow up. Reception connects through [Zapier](/docs/reception-ai/integrations/zapier).

Bitrix24 also offers inbound webhooks, but we don't recommend them for your receptionist. The webhook's secret code is part of its URL, so it can't be stored as an encrypted secret, and anyone who sees the URL can read and change everything in your CRM that the webhook's creator can.

> **Note**
>
> Zapier's Bitrix24 app works on Bitrix24 paid plans and trials only. A Bitrix24 admin must install
> the **Zapier for CRM** app from the Bitrix24 Market before you connect it in Zapier.

## Set up

### Connect Zapier

If you haven't yet, connect [Zapier](/docs/reception-ai/integrations/zapier) in Reception.ai.

### Install Zapier for CRM in Bitrix24

In the Bitrix24 Market, find **Zapier for CRM** and install it.

### Add the Bitrix24 actions

In your Zapier MCP server at [mcp.zapier.com](https://mcp.zapier.com), add the [actions below](#actions) from the **Bitrix24 CRM** app. Enter your Bitrix24 address and sign in when Zapier asks. For each field, either set a fixed value or let the AI fill it in, as listed.

The actions can do anything the Bitrix24 user you sign in as can do. Consider a dedicated user whose CRM access is limited to leads and contacts.

### Assign the tools

In Reception.ai, open the Zapier integration's **Tools** tab, select **Refresh tools**, and assign each action to the **Client** (receptionist).

### Test it

[Test your receptionist](/docs/reception-ai/receptionist/testing) with a call from a number saved on a Bitrix24 lead, then as a new caller who asks for a callback. The new lead appears in Bitrix24 CRM.

## Actions

### Find the caller among leads

| Field                  | Value                                               |
| ---------------------- | --------------------------------------------------- |
| **Zapier action**      | **Lead Search**                                     |
| **Set in Zapier**      | The filter field: the phone number.                 |
| **Let the AI fill in** | The value to search for: the caller's phone number. |
| **Assign to**          | **Client**                                          |

### Find the caller among contacts

| Field                  | Value                                               |
| ---------------------- | --------------------------------------------------- |
| **Zapier action**      | **Contact Search**                                  |
| **Set in Zapier**      | The filter field: the phone number.                 |
| **Let the AI fill in** | The value to search for: the caller's phone number. |
| **Assign to**          | **Client**                                          |

### Add the caller as a lead

| Field                  | Value                                                                                                                                             |
| ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Zapier action**      | **Lead Action**                                                                                                                                   |
| **Set in Zapier**      | The responsible person, the source, and the status new leads start in. Leave the lead ID empty so it always creates a new lead.                   |
| **Let the AI fill in** | The lead title (for example, "Callback - Jane Doe"), first name, last name, phone number, email address, and comments with what the caller needs. |
| **Assign to**          | **Client**                                                                                                                                        |

**Lead Action** creates a lead or updates an existing one. Don't let the AI fill in the lead ID, or a caller could change someone else's lead.

> **Tip**
>
> Add a [procedure](/docs/reception-ai/receptionist/rules-and-procedures) so your receptionist
> searches leads and contacts first, and only creates a lead when neither search finds the caller.

> **Warning**
>
> The search actions return whatever is saved on the lead or contact. Add a
> [rule](/docs/reception-ai/receptionist/rules-and-procedures) telling your receptionist to never
> read a record's details back to the caller, and to use them only to recognize the caller.

## Limitations

* Your receptionist adds new leads but doesn't update existing ones. For a returning caller, have it create a follow-up task instead with Zapier's **Create Task** action, with the responsible person set as a fixed value.
* Your receptionist can't check availability or book meetings in Bitrix24. Use Reception's own booking with [Google Calendar](/docs/reception-ai/integrations/google-calendar) instead.
* Each action your receptionist runs uses tasks from your Zapier plan. Zapier currently counts two tasks per successful call; failed calls aren't counted. When the plan runs out, the actions stop until it resets.

## Troubleshooting

| Problem                                          | What to check                                                                                                |
| ------------------------------------------------ | ------------------------------------------------------------------------------------------------------------ |
| Zapier can't connect to Bitrix24                 | Check that **Zapier for CRM** is installed from the Bitrix24 Market and that you're on a paid plan or trial. |
| A Bitrix24 action doesn't appear in Reception.ai | Select **Refresh tools** on the Zapier integration after adding actions in Zapier.                           |
| An action shows **Changed** and isn't used       | You edited it in Zapier. Select **Update** in the **Tools** tab.                                             |
| Known callers aren't found                       | Bitrix24 matches phone numbers as stored. Store numbers in one format, or also search by email.              |
| An existing lead was changed                     | The lead ID was filled in on **Lead Action**. Leave it empty in Zapier.                                      |