Setting Up Bitrix24 Telephony: Plivo, Twilio & WATI Integration

Bitrix24 telephony transforms your CRM from a record-keeping tool into an active communication platform. Every call logged, every recording accessible from the deal. Here's the complete setup guide.

Understanding Bitrix24 Telephony Options

Bitrix24 offers three telephony paths: built-in cloud telephony (Bitrix24.Telephony), SIP connector (connect your own VoIP provider), and third-party app integrations. For Indian businesses, we recommend Plivo via SIP connector for the best cost-performance ratio. WATI for WhatsApp Business runs separately but integrates with the CRM contacts layer.

Setting Up Plivo (Recommended for India)

Create a Plivo account and purchase an Indian DID number. In Bitrix24: go to Telephony → Settings → SIP Connector → Add. Enter your Plivo SIP credentials (username, password, server: sip.plivo.com). Test inbound with a call to your DID. Test outbound click-to-call from a CRM contact. Calls will automatically log against contacts and deals.

Inbound Call Routing

Go to Telephony → Phone numbers → configure your DID. Set up a routing queue: business hours → ring all available agents; after hours → voicemail or IVR. Build an IVR (press 1 for sales, press 2 for support) in Telephony → IVR. Keep it to 2 levels — customers abandon deep IVR trees.

Click-to-Call from CRM

Once SIP is configured, every phone number in Bitrix24 becomes clickable. Clicking dials automatically from the Bitrix24 desktop app. In the mobile app, it dials via your device's native dialler. Call recordings attach to the deal timeline automatically — accessible to any team member with deal access.

WATI WhatsApp Integration

WATI connects your WhatsApp Business number to Bitrix24. Install the IZAAP WATI app from Bitrix24 Marketplace. Connect your WATI account via API key. All incoming WhatsApp messages create or match existing CRM contacts. Outbound messages can be sent from the CRM timeline. This is the highest-ROI integration for Indian businesses where WhatsApp is the primary business communication channel.

Reporting on Call Activity

Telephony data feeds into CRM Analytics. Build a custom report: calls made per rep, average call duration, missed calls rate. Set up a daily digest emailed to your sales manager. Track call-to-deal conversion rates over time — this data alone typically justifies the telephony setup cost within 60 days.