Setting up call recording in Bitrix24

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Setting up call recording in Bitrix24
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Configuring Call Recording in Bitrix24

Call recording is not about total surveillance — it is for resolving disputes, onboarding new employees, and quality control. Without recordings, "the client said / the manager said" situations have no resolution. Setting up call recording in Bitrix24 is one of the first steps when launching telephony.

Enabling Recording

The configuration depends on how telephony is connected.

Bitrix24 cloud PBX / rented number. In "Telephony" → "Settings" → "Call Recording" — toggle "Record all calls". Recordings are stored in the Bitrix24 cloud and automatically attached to CRM activity entries.

SIP trunk / external PBX. Recording is done on the PBX side (Asterisk, 3CX, etc.), then the file is passed to Bitrix24 via the telephony.externalCall.attachRecord API. Cloud recording in Bitrix24 is not automatic in this case — a custom handler must be configured.

Storing Recordings

Bitrix24 stores recordings in the corporate Drive. Storage limits depend on the subscription plan. With a high call volume (50+ calls per day), disk space is consumed quickly.

Optimization options:

  • Retain recordings only for the last N days, then delete
  • Configure selective recording (new clients only, calls longer than 2 minutes only)
  • Store recordings in external S3 storage and attach links (for API-based integrations)

Selective Recording

Not every call needs to be recorded. Recording every "confirm shipment" call bloats storage. Configuring selective recording via API allows enabling or disabling recording based on conditions:

  • New client (not found in CRM) → record
  • Incoming calls to the sales department → record
  • Internal calls between employees → do not record
  • Calls shorter than 30 seconds → do not save

For external PBX systems, this is managed at the dial plan level. For the Bitrix24 cloud PBX, flexibility is more limited.

Accessing Recordings

Recordings are attached to CRM activity entries. A recording can be played back:

  • In the contact/deal card → "Activities" tab → "Call" activity → play icon
  • Under "Telephony" → "Call History" — a master list with filters by employee, date, and duration
  • Via the REST API telephony.call.getRecordLink — for integration with external systems

Recording access rights: administrators can see all recordings; managers can only see their own. Configured via roles in "CRM" → "Access Permissions".

Setting up recording with the cloud PBX: 30 minutes. Setting up recording for an external PBX with file transfer via API: 4–8 hours (depends on infrastructure).

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