Configuring Auto-Dialing in Bitrix24
Auto-dialing is mass or automated outbound calling from a database without manager involvement at the dialing stage. Used for appointment reminders, order status notifications, and customer outreach campaigns. This is not spam calling — it is a tool for reducing manual operator work on routine communications.
Auto-Dialing via Built-in Bitrix24 Tools
Bitrix24 provides a "Telemarketing" tool in the CRM → Telephony → Telemarketing section. It allows uploading a contact list and launching automatic calling: the system calls numbers in sequence and connects an answering client with an available operator (predictive dialing).
Telemarketing setup:
- Create a campaign: "Telephony" → "Telemarketing" → "New Campaign"
- Upload the list of numbers (CSV or from a CRM segment)
- Select campaign operators
- Configure parameters: number of simultaneous calls, interval between attempts, maximum number of attempts per number
After the campaign launches, the system automatically dials numbers and connects an answering client to an operator — the operator does not spend time dialing and waiting for an answer.
Auto-Dialing via CRM Robots
For automatic callbacks without an operator (voice message or confirmation), CRM robots + webhooks are used.
Scenario: a client is booked for a doctor's appointment; a reminder call needs to be sent the day before.
Scheme via robots:
- A robot in the pipeline triggers X hours before the appointment date (from a custom deal field)
- The robot calls a webhook with client data
- The handler initiates a call via
telephony.externalcall.originateor an external PBX API - The client hears a voice message (text-to-speech or a pre-recorded audio file)
- The call result (answered/no answer) is recorded in the CRM
Voice messages without an operator require integration with TTS (Yandex SpeechKit, Google TTS) or pre-recorded audio files.
Retry Logic
During auto-dialing, some clients do not answer. Retry logic is configured:
| Attempt | Delay | Max Attempts |
|---|---|---|
| 1st | — | — |
| 2nd | 30 minutes | — |
| 3rd | 2 hours | — |
| Final | Create manager task | 3 |
Via Bitrix24 robots, this is implemented by creating a repeat task with a delay upon receiving a "no answer" status from the handler.
Legal Compliance
Automated customer calling is regulated by legislation on advertising and communications. Calls without subscriber consent carry administrative liability. Before launching auto-dialing, confirm that the database contains only clients who have given consent for communications.
Configuring Bitrix24 telemarketing: 2–4 hours. Custom auto-dialing with robots and voice messages: 2–5 working days.