Voice Broadcasting Setup in Bitrix24
Voice broadcasting is automatic calls to subscribers with playback of a pre-recorded or synthesized message. In Bitrix24, this tool is available through the "CRM Marketing" module and is used for delivery notifications, appointment reminders, and promotion announcements.
Where to Find Voice Broadcasting
Section: CRM → CRM Marketing → Voice Broadcasts.
Voice broadcasting requires:
- Connected telephony in Bitrix24 (SIP trunk or Bitrix number)
- Telephony balance — calls are charged per use
- Audience segment — list of contacts with phone numbers
Creating a Voice Broadcast
Step 1: Audience. Select a CRM segment — contacts or leads with specific parameters. For example: all customers whose order is marked as "Being Delivered".
Step 2: Call Content. Two options:
| Type | Description |
|---|---|
| Upload audio file | MP3 or WAV, max 5 MB, duration up to 60 seconds |
| Text-to-Speech (TTS) | Text is converted to voice using a built-in synthesizer |
When using TTS, you can insert variables from CRM into the text: {contact name}, {order number}.
Step 3: Schedule. Date and time to start the broadcast. Time of day is important: calls at odd hours are annoying and often prohibited by law (Communications Act).
Step 4: Retry Parameters. If a number is unavailable — should we retry the call, after how many minutes, how many attempts.
Subscriber Response
Voice broadcasting allows you to configure DTMF (dual-tone multifrequency) key presses:
- Press 1 — connect with an operator
- Press 2 — unsubscribe from calls
- Press 3 — confirm appointment
Response to key press is configured in broadcast parameters. When "connect with operator" is pressed, Bitrix24 transfers the call to an available manager or queue.
Limitations and Common Issues
Rate Limiting. Bitrix24 doesn't call everyone simultaneously — calls proceed sequentially or in parallel depending on the number of simultaneous lines in your plan.
Speech Synthesis Quality. Built-in TTS sounds mechanical. For important broadcasts, record live voice or use external TTS (e.g., Yandex SpeechKit) and upload the finished file.
DND Numbers. Subscribers in the "Do Not Disturb" registry incur penalties if contacted illegally. Check the contact list before broadcasting.
Statistics. After the broadcast, a report is available: number of calls made, accepted, key presses for each key. Data is stored in "CRM Marketing → Statistics".
Initial voice broadcast setup with a prepared audio file and ready segment takes 1-2 hours.