Integrating Bitrix24 with Calltouch for Call Tracking

Imagine: you've launched ads on Yandex.Direct and Google Ads. Your website has one phone number. Calls come in, managers take orders, but you don't know which channel generated the sale. Without call tracking, that's a blind spot. Our Bitrix24 Calltouch integration ties each incoming call to a specific source, campaign, and keyword. Over 5 years, we've completed more than 30 such integrations, with an average implementation time of 5 business days. As a result, you see the full funnel: click → call → deal → revenue. And you can optimize your ads, reducing CPA by 15–30%.

Now let's break down the workings of call tracking, the available integration methods, and the benefits of the Journal API. You'll learn how to set up UTM tag transfer, call recordings, and offline conversions. Using a typical project as an example, we'll show how long each stage takes.

How Calltouch Call Tracking Works

Calltouch uses Dynamic Number Insertion (DNI). A script on the site replaces the main number with a unique one for each visitor. Two modes:

• Dynamic call tracking. Each visitor sees their own number. Tied to a session: UTM tags, keyword, landing page. Maximum accuracy, requires a pool of numbers. Dynamic number insertion provides 2x more accurate attribution than static call tracking.
• Static call tracking. One number per source (e.g., for Direct, for SEO). Cheaper, no keyword-level detail.

When a call comes in, Calltouch records: caller's number, substituted number (identifies the source), duration, status, call recording.

How We Transfer Calls to Bitrix24

Calltouch transfers data via two paths:

The out-of-the-box Bitrix24 Calltouch integration connects in an hour: in the Calltouch dashboard, you enter the portal URL and REST API token. Calltouch sends a request to B24 for each call, creating a lead with UTM fields and a recording link. For advanced scenarios, we use the Calltouch Journal API — getting the full call history with attribution.

What the Journal API Provides

Journal API — the /calls/journal endpoint returns an array of calls for a period with attribution:

• callerNumber — caller's number
• source — traffic source
• utmSource, utmMedium, utmCampaign, utmContent, utmTerm
• keyword — keyword
• duration — call duration in seconds
• callUrl — recording URL
• waitDuration — time waiting on line
• status — successful, missed, busy

{
  "calls": [
    {
      "callerNumber": "74951234567",
      "source": "yandex_direct",
      "utmSource": "yandex",
      "utmMedium": "cpc",
      "utmCampaign": "campaign_1",
      "utmContent": "ad_1",
      "utmTerm": "купить ноутбук",
      "keyword": "ноутбук",
      "duration": 120,
      "callUrl": "https://api.calltouch.ru/...",
      "waitDuration": 5,
      "status": "success"
    }
  ]
}

A typical scenario: a cron job polls the Journal API every 5 minutes, fetches new calls, and creates records in B24. For each call:

1. Search for a contact by number: crm.contact.list with filter PHONE.
2. If contact found, register the call via telephony.externalcall.register linked to the contact.
3. If contact not found, create a lead via crm.lead.add with UTM fields and custom fields populated.
4. Attach the call recording: telephony.externalcall.attachRecord with the URL from callUrl.

Custom fields for Calltouch data:

• UF_CRM_CT_SOURCE — source from Calltouch
• UF_CRM_CT_KEYWORD — keyword
• UF_CRM_CT_LANDING — landing page

How We Set Up the Callback Widget

Calltouch provides a callback widget: the visitor leaves a number, the system calls a manager and connects them to the client. Callback request data is transferred to CRM — a lead is created before the manager picks up the phone. The callback widget increases callback rates by 40% compared to organic callbacks.

Integration of the callback widget with B24:

• When a callback is requested, Calltouch sends a webhook with the client's number and session data.
• The handler creates a lead in CRM with a 'Callback' flag and UTM tags.
• After connection, Calltouch updates the record: duration, status, recording link.

Why Offline Conversions Increase Ad Effectiveness

Calltouch sends call processing results back to Yandex.Direct and Google Ads. When a deal is closed as successful in B24, the onCrmDealUpdate webhook sends data to Calltouch via the /calls/offline-conversion API. The ad system receives a signal: this click led to a payment — and optimizes impressions. Budget savings up to 30%.

Implementation Timeline

What's Included in the Setup

• Connecting Calltouch to Bitrix24: authorization, choosing integration mode
• Creating custom fields in CRM for call tracking data
• Configuring lead creation logic: deduplication by number, handling repeat calls
• Integration via Journal API: sync script, cron job, error handling
• Connecting the callback widget with data transfer to CRM
• Attaching call recordings to CRM records
• Setting up offline conversion transfer for ad optimization
• Testing the full cycle: incoming call → lead in CRM → call recording
• Integration documentation and staff training

Contact us to evaluate your project — we'll select the optimal integration option. Get a consultation: we'll tell you which call analytics will be useful for your business. We guarantee that call tracking data will work in CRM without delays.

Pricing: Basic integration starts at $300; standard at $800; advanced at $1,500. Average ROI improvement is 25% within the first quarter.

How a corporate portal on Bitrix24 solves the problem of information chaos?

Employees spend up to 2 hours a day searching for files, emails, and solutions. Tasks get lost in dozens of chats, approvals get stuck for weeks. The manager learns about missed deadlines only at a meeting. A corporate portal on Bitrix24 ties every message, document, and task to a single context. You get a transparent picture of work: who is working on what, which stages, where bottlenecks are. Wikipedia: Information silo describes how unorganized data reduces productivity – a portal cuts that loss by 60–70%.

We will evaluate your project for free – contact us to get the architecture in 2 days. A medium‑sized company typically saves 2.5 million rubles annually after deployment (based on our projects).

What does the portal offer in daily work and why is it better than messengers?

In messengers, information is unstructured – discussions get buried within a week. On the portal, every message is tied to a task, project, or document. Employees spend up to 30% of their work time searching for data (McKinsey). The portal reduces this time by 2–3 times thanks to structured repositories and full‑text search.

Communications. Activity stream, messenger, and video calls are tied to specific tasks. Any discussion can be found six months later – in a messenger it would be buried within a week.

Tasks and projects. Kanban, Gantt, checklists, dependencies, time tracking. Each employee's efficiency is visible in reports – no need to wait for a meeting.

Document flow. Approval routes through the business process designer: leave request → manager → HR → accounting. Electronic signature, versioning, deadline control. Integration with electronic document management (SBIS, Diadoc) via REST API.

HR. Onboarding of new employees, leave/travel requests, organizational structure, absence schedule. An employee knows where to go from day one.

Knowledge base. Bitrix24 wiki engine: regulations, instructions. Knowledge does not leave with departing employees.

Implementation example. For a manufacturing company with 320 employees, we deployed a portal with integration of 1C:SALARY AND HR MANAGEMENT and Active Directory in 4 months. Travel request approval time decreased from 3 days to 4 hours. Savings on employee idle time amounted to 1.5 million rubles per year. Managers receive automatic reports on department efficiency. Customer response time decreased by 20%. Portal payback period is 7 months.

How does integration with 1C and Active Directory accelerate HR management?

Integration with 1C:Enterprise via the b24connector module or custom REST handler: a leave request is approved on the portal through a business process and automatically enters 1C:SALARY AND HR MANAGEMENT for vacation pay calculation. Active Directory (SSO via the ldap module) – the employee account is created once in AD and synchronized to the portal, email, VPN. Upon dismissal, it is blocked everywhere. Manual account creation is eliminated, errors are minimized.

Types of corporate portals and key integrations

Additional integrations that deliver real value:

• Email: Exchange via EWS API or IMAP, calendar synchronization, creating a task from an email.
• IP telephony: Asterisk, Mango Office, Zadarma via REST API – calls from the portal, contact card, call recording.
• Video conferencing: built‑in video calls or integration with Zoom/Teams via marketplace.
• EDI: SBIS, Diadoc via REST API – fully electronic document flow with counterparties.

Security and compliance with Federal Law 152‑FZ

The portal contains personal data, financial reports, strategic plans. We guarantee protection:

• role model via CGroup and section‑level permissions;
• two‑factor authentication (OTP, Yandex.Key, SMS);
• audit of all actions (b_event_log);
• TLS encryption for transmission and disk encryption;
• full compliance with Federal Law No. 152‑FZ "On Personal Data".

How is implementation carried out? Step‑by‑step plan

1. Audit — we record current processes, measure time losses.
2. Design — choose portal type, plan integrations.
3. Implementation — configure business processes, permissions, interface.
4. Test — pilot group tests scenarios, we fix issues.
5. Launch — connect all employees, train, hand over documentation.

What you receive after implementation

• Project documentation: architecture, integration scheme, business process diagrams.
• Configured portal with all integrations (1C, AD, telephony, EDI).
• Business process descriptions and instructions for administrators and users.
• 30 days of technical support after launch.
• Access to our knowledge base and migration scripts.

Post‑launch support: how to prevent the portal from becoming obsolete

After six months, many portals become abandoned. To avoid this, we offer packages with fixed SLA and a dedicated administrator. Performance monitoring, platform updates, user administration, development of new modules. Our team has over 10 years of experience and more than 50 implemented corporate portals on Bitrix24. We are a certified 1C‑Bitrix partner, guaranteeing quality and deadlines.

Mobile access. Native Bitrix24 app (iOS/Android) with push notifications, tasks, chats. Responsive web interface for extranet users (no app installation required). Offline access to documents and tasks, sync when connectivity is restored.

Order a turnkey corporate portal implementation

Schedule a free audit – we will evaluate your project, propose architecture, and give clear timelines. Get a comprehensive proposal and see that the portal pays for itself within the first six months. Contact us today.