Configuring Callback (Call Back) in Bitrix24
Callback is a form on a website or in a messenger through which a client leaves a phone number and requests a call from the company. The difference between a callback and a regular inquiry is fundamental: callback implies an immediate or scheduled return call, not "we will contact you within the day." Configuring it in Bitrix24 allows automating the entire process — from receiving the request to connecting with a manager.
Built-in Bitrix24 Callback Widget
Bitrix24 has its own "Callback" widget that is placed on a website. When a visitor enters their phone number:
- The widget sends a request to Bitrix24
- Bitrix24 creates an outgoing call task
- Bitrix24 telephony initiates a call: first calls a free manager, then connects the client
- A lead or activity is created in the CRM
Widget setup: "Contact Center" → "Website Widget" → add a widget of type "Callback."
Configuration parameters:
- Working hours for callback (outside working hours — the form saves the request for the next day)
- Delay before calling (immediately, after 1 minute, etc.)
- Manager queue for the outgoing call
- Greeting text for the manager when answering ("A client from the site is calling you, name: [name from form]")
Custom Callback via REST API
If the Bitrix24 widget is not suitable (non-standard form, mobile application, messenger), a callback can be initiated via the API:
POST /rest/telephony.externalcall.show
{
"CALL_ID": "callback_1234",
"USER_ID": 15,
"PHONE_NUMBER": "+74951234567"
}
This creates an outgoing call task for a specific manager.
For automatic call initiation (without manual manager confirmation):
POST /rest/telephony.externalcall.originate
{
"USER_ID": 15,
"TO": "+74951234567",
"LINE_NUMBER": "100"
}
Callback from Missed Calls
A separate scenario: the client called but could not get through — and a callback is automatically created for their number. Implemented via CRM robots:
- A missed call creates a lead
- A robot in the lead pipeline after 5 minutes initiates a callback via
telephony.externalcall.originate - If still no answer — retry after 30 minutes (no more than 3 attempts)
Configuring callback with the Bitrix24 widget: 2–3 hours. Custom callback with robots and auto-redial: 4–8 hours.