Setting up a call card in Bitrix24 CRM

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Setting up a call card in Bitrix24 CRM
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Configuring the Call Card in Bitrix24 CRM

The call card is a pop-up notification that appears for the manager when an incoming call arrives. Ideally, it shows: who is calling, the client's status, open deals, and the last interaction. In practice, it often shows only the phone number, which provides no useful context.

What Is Displayed in the Call Card

When an incoming call arrives, Bitrix24 searches for the number in CRM and displays the found data in the card:

  • Contact name / company name
  • Responsible manager (if assigned)
  • Open deals linked to the contact
  • Last activity (call, email, meeting)
  • Custom contact/company fields (if added to the template)

If the number is not found, the card shows only the phone number and buttons: "Create Lead", "Create Contact".

Configuring the Card Contents

The Bitrix24 call card has limited customization through the standard interface. To extend the data shown in the card, use the telephony application (if telephony is connected via the marketplace) or configure the notification template.

For on-premise Bitrix24, deeper customization is available through the telephony module. The card template is located in bitrix/modules/voip/lib/. Changes are applied via custom component events.

Actions from the Call Card

During a call, the manager can directly from the card:

  • Open the contact/deal card with a single click
  • Create a new contact or lead
  • Transfer the call to another employee
  • Place the call on hold
  • Add a quick note (comment on the call)

After the conversation ends, the card displays a comment field and a "Create Activity" button.

Call Card for External PBX Systems

When integrating an external PBX (Asterisk, 3CX, etc.), the call card appears only if the integration correctly passes data via telephony.externalcall.register. The USER_ID parameter determines which employee's screen the card appears on.

If the card does not appear — diagnostic steps:

  1. Verify that telephony.externalcall.register is called on incoming call arrival (not only on answer)
  2. Confirm that USER_ID is correct and the user is online in Bitrix24
  3. Check browser settings: pop-ups must be allowed for the Bitrix24 domain

Configuring the call card (standard parameters): 1–2 hours. Custom card via component development: 1–3 business days.

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