Developing a 1C-Bitrix callback request form

Developing a Callback Request Form for 1C-Bitrix

A callback form is one of the highest-converting elements on a website when implemented correctly. The standard bitrix:main.feedback component technically works, but it falls short in real-world projects: there is no client-side validation, no spam protection, no CRM and telephony integration, and no operator working-hours management. Custom development addresses all of these requirements.

Component Architecture

The form consists of four layers:

Client-side JS
  → Phone field validation (mask + regex)
    → AJAX request to /local/api/callback.php
      → Server-side validation + anti-spam
        → Lead creation in Bitrix CRM
          → (Optional) Call initiation via Asterisk/Mango/Zadarma
            → Email/SMS notification to the manager

Server Handler

// /local/api/callback.php
require_once($_SERVER['DOCUMENT_ROOT'] . '/bitrix/modules/main/include/prolog_before.php');

header('Content-Type: application/json');

if ($_SERVER['REQUEST_METHOD'] !== 'POST') {
    http_response_code(405);
    exit(json_encode(['success' => false, 'error' => 'Method not allowed']));
}

$data = json_decode(file_get_contents('php://input'), true);

// CSRF check
$csrfToken = $data['sessid'] ?? '';
if (!\bitrix_sessid_check($csrfToken)) {
    http_response_code(403);
    exit(json_encode(['success' => false, 'error' => 'Invalid session']));
}

$phone = preg_replace('/\D/', '', $data['phone'] ?? '');

// Phone validation
if (!preg_match('/^[78]\d{10}$/', $phone)) {
    exit(json_encode(['success' => false, 'error' => 'Invalid phone number format']));
}

$phone = '+7' . substr($phone, -10);

// Anti-spam: no more than 2 submissions from the same IP per hour
$limiter = new \Local\Callback\RateLimiter();
if (!$limiter->allow($_SERVER['REMOTE_ADDR'])) {
    exit(json_encode(['success' => false, 'error' => 'Too many requests. Please try again later.']));
}

// Create lead in CRM
$leadCreator = new \Local\Callback\LeadCreator();
$leadId = $leadCreator->create([
    'phone'   => $phone,
    'name'    => htmlspecialchars(mb_substr($data['name'] ?? '', 0, 100)),
    'comment' => htmlspecialchars(mb_substr($data['comment'] ?? '', 0, 500)),
    'source'  => $data['source'] ?? 'callback_form',
    'page'    => $_SERVER['HTTP_REFERER'] ?? '',
    'utm'     => $data['utm'] ?? [],
]);

// Initiate callback if within working hours
$scheduler = new \Local\Callback\WorkSchedule();
if ($scheduler->isWorkingNow()) {
    (new \Local\Callback\AutoDialer())->initiate($phone, $leadId);
    $message = 'We will call you back within 2 minutes';
} else {
    $message = 'We will call you back at the next available working time: ' . $scheduler->getNextWorkStart();
}

exit(json_encode(['success' => true, 'message' => $message, 'lead_id' => $leadId]));

Creating a Lead in CRM

namespace Local\Callback;

class LeadCreator
{
    public function create(array $data): int
    {
        $fields = [
            'TITLE'          => 'Callback: ' . $data['phone'],
            'NAME'           => $data['name'] ?: 'Client',
            'PHONE'          => [['VALUE' => $data['phone'], 'VALUE_TYPE' => 'WORK']],
            'SOURCE_ID'      => 'CALLBACK',
            'STATUS_ID'      => 'NEW',
            'ASSIGNED_BY_ID' => $this->getAvailableManager(),
            'COMMENTS'       => $this->buildComment($data),
            'UF_UTM_SOURCE'  => $data['utm']['utm_source'] ?? '',
            'UF_UTM_CAMPAIGN'=> $data['utm']['utm_campaign'] ?? '',
            'UF_CALLBACK_PAGE' => mb_substr($data['page'] ?? '', 0, 255),
        ];

        $lead   = new \CCrmLead(false);
        $leadId = $lead->Add($fields, true);

        if ($leadId) {
            // Add a task for the manager: call back
            $this->addCallTask($leadId, $data['phone'], $fields['ASSIGNED_BY_ID']);
        }

        return (int)$leadId;
    }

    private function addCallTask(int $leadId, string $phone, int $assigneeId): void
    {
        \CCrmActivity::Add([
            'TYPE_ID'        => \CCrmActivityType::Call,
            'SUBJECT'        => 'Call back: ' . $phone,
            'OWNER_TYPE_ID'  => \CCrmOwnerType::Lead,
            'OWNER_ID'       => $leadId,
            'RESPONSIBLE_ID' => $assigneeId,
            'DEADLINE'       => (new \Bitrix\Main\Type\DateTime())->add('+1H'),
            'COMPLETED'      => 'N',
        ]);
    }

    private function getAvailableManager(): int
    {
        // Round-robin: select the manager with the fewest open leads
        $managers = [5, 7, 12, 15]; // employee IDs

        $counts = [];
        foreach ($managers as $id) {
            $res = \CCrmLead::GetList(
                [], ['ASSIGNED_BY_ID' => $id, 'STATUS_ID' => 'NEW'],
                ['COUNT' => true]
            );
            $counts[$id] = (int)$res;
        }

        asort($counts);
        return array_key_first($counts);
    }
}

Working Hours Management

namespace Local\Callback;

class WorkSchedule
{
    private array $schedule = [
        1 => ['09:00', '19:00'], // Mon
        2 => ['09:00', '19:00'], // Tue
        3 => ['09:00', '19:00'], // Wed
        4 => ['09:00', '19:00'], // Thu
        5 => ['09:00', '19:00'], // Fri
        6 => ['10:00', '16:00'], // Sat
        0 => null,               // Sun — day off
    ];

    public function isWorkingNow(): bool
    {
        $tz  = new \DateTimeZone('Europe/Moscow');
        $now = new \DateTime('now', $tz);
        $dow = (int)$now->format('w'); // 0=Sun

        $hours = $this->schedule[$dow] ?? null;
        if (!$hours) return false;

        $start = \DateTime::createFromFormat('H:i', $hours[0], $tz);
        $end   = \DateTime::createFromFormat('H:i', $hours[1], $tz);

        return $now >= $start && $now < $end;
    }

    public function getNextWorkStart(): string
    {
        $tz  = new \DateTimeZone('Europe/Moscow');
        $now = new \DateTime('now', $tz);

        for ($i = 1; $i <= 7; $i++) {
            $next = clone $now;
            $next->modify("+{$i} day");
            $dow  = (int)$next->format('w');
            $hours = $this->schedule[$dow] ?? null;

            if ($hours) {
                $next->setTime(...explode(':', $hours[0]));
                return $next->format('d.m at H:i');
            }
        }

        return 'Monday';
    }
}

Rate Limiter via Bitrix Cache

namespace Local\Callback;

class RateLimiter
{
    private const MAX_ATTEMPTS = 2;
    private const WINDOW_SECONDS = 3600;

    public function allow(string $identifier): bool
    {
        $key   = 'callback_rl_' . md5($identifier);
        $cache = \Bitrix\Main\Application::getInstance()->getManagedCache();

        $count = (int)$cache->get($key);

        if ($count >= self::MAX_ATTEMPTS) {
            return false;
        }

        $cache->set($key, $count + 1, self::WINDOW_SECONDS);
        return true;
    }
}

Client Side: Form with Mask and AJAX

(function () {
    const form = document.getElementById('callback-form');
    if (!form) return;

    const phoneInput = form.querySelector('[name="phone"]');

    // Phone input mask
    phoneInput.addEventListener('input', function () {
        let val = this.value.replace(/\D/g, '');
        if (val.startsWith('8') || val.startsWith('7')) val = val.slice(1);
        val = val.slice(0, 10);

        let formatted = '+7 ';
        if (val.length > 0) formatted += '(' + val.slice(0, 3);
        if (val.length >= 3) formatted += ') ' + val.slice(3, 6);
        if (val.length >= 6) formatted += '-' + val.slice(6, 8);
        if (val.length >= 8) formatted += '-' + val.slice(8, 10);

        this.value = formatted;
    });

    form.addEventListener('submit', async function (e) {
        e.preventDefault();

        const submitBtn = form.querySelector('[type="submit"]');
        submitBtn.disabled = true;

        const phone = phoneInput.value.replace(/\D/g, '');
        if (phone.length < 11) {
            showError('Please enter a valid phone number');
            submitBtn.disabled = false;
            return;
        }

        const payload = {
            phone  : phone,
            name   : form.querySelector('[name="name"]')?.value || '',
            sessid : BX.bitrix_sessid(),
            utm    : getUtmParams(),
        };

        try {
            const res  = await fetch('/local/api/callback.php', {
                method  : 'POST',
                headers : { 'Content-Type': 'application/json' },
                body    : JSON.stringify(payload),
            });
            const data = await res.json();

            if (data.success) {
                showSuccess(data.message);
                form.reset();
            } else {
                showError(data.error || 'An error occurred');
            }
        } catch {
            showError('Connection error. Please try again.');
        }

        submitBtn.disabled = false;
    });

    function getUtmParams() {
        const params = new URLSearchParams(window.location.search);
        return {
            utm_source   : params.get('utm_source') || getCookie('utm_source') || '',
            utm_campaign : params.get('utm_campaign') || getCookie('utm_campaign') || '',
        };
    }
})();

Scope of Work

• Custom component local:callback.form with templates (popup, inline form, floating button)
• Server handler with CSRF, rate limiting, and validation
• Lead creation in CRM, manager task assignment, responsible party rotation
• Working-hours schedule with timezone support
• JS: phone mask, AJAX submission, UTM tracking
• Email/SMS notification on new submission
• (Optional) Auto-dial via telephony API

Timeline: basic form with CRM integration — 1–2 weeks. Full feature set with auto-dial, schedule, and analytics — 3–4 weeks.