Incoming Call Scenarios — Configurable Actions for Every Outcome
Define what happens in Bitrix24 when a call is answered, missed, rejected, or comes from an unknown number. Every scenario is automatic.
Four Scenarios, Full Automation
Configure each call outcome independently. SIMtrix handles the CRM logging automatically based on your rules.
Answered Call Scenario
When a call is answered, SIMtrix creates a timeline activity with full details: duration, direction, contact name, and optional recording. The CRM card can auto-open in the browser so the agent has context during the conversation. Post-call notes are saved to the activity.
Missed Call Scenario
Missed calls are logged as activities with a "missed" status. SIMtrix can send a notification in Bitrix24, assign a callback task to the agent, or trigger an automation rule. Managers see missed call patterns across the team.
Rejected Call Scenario
When a call is deliberately rejected (swiped away), SIMtrix logs it separately from missed calls. This distinction matters for reporting — a rejected call is a conscious decision, not an accident. Configure whether rejected calls create tasks or just timeline entries.
Unknown Number Scenario
Calls from numbers not in Bitrix24 can automatically create a new Lead with the phone number pre-filled. This ensures no potential customer is lost. You can configure which pipeline and stage the new Lead enters, and whether a callback task is created.
How It Works
Every incoming call follows a configurable flow — from ring to CRM entry.
Call Detected by SIMtrix Bridge
The Android app detects the incoming call and sends the number to the SIMtrix server for CRM lookup.
Number Matched (or Not) in Bitrix24
SIMtrix checks contacts, leads, and deals. The Bitrix24 call window on your computer shows contact info if found, or the raw number if not.
Call Outcome Determined
After the call ends (or is missed/rejected), SIMtrix determines the outcome and applies the matching scenario rules.
CRM Actions Executed
Timeline activity created, tasks assigned, notifications sent, or Lead auto-created — based on your configured scenario for that outcome type.
Who Is This For?
Call scenarios ensure no interaction falls through the cracks — for any team.
Sales Operations
Define lead qualification rules for incoming calls. Unknown numbers auto-create Leads; missed calls auto-assign callback tasks. Zero manual work.
Customer Success
Ensure every customer call is tracked. Answered calls log full details; missed calls trigger immediate follow-up tasks.
Management & Compliance
Complete call audit trail in Bitrix24. Every interaction is logged with outcome, duration, and timestamp — automatically.
Related Features
Explore more SIMtrix capabilities that work seamlessly together.
Frequently Asked Questions
Scenario configuration is currently per-tenant (your Bitrix24 account). All users under your account share the same scenario rules. Per-user configuration is on the roadmap for a future release.
For missed calls, you can configure: (1) Create a timeline activity with "missed" status, (2) Send a Bitrix24 notification to the assigned user, (3) Create a callback task with a deadline, (4) Trigger a Bitrix24 automation rule. You can enable any combination of these.
SIMtrix Bridge on the Android phone detects the exact call outcome from the system telephony APIs. A missed call is one that rang and was not answered; a rejected call is one where the user actively swiped to decline. These are reported as separate outcomes.
Yes. SIMtrix registers a call activity in Bitrix24 with the appropriate status. You can set up Bitrix24 automation rules (robots) that trigger on specific activity types — for example, sending an SMS when a call is missed.
Automate every call outcome in Bitrix24
Set up your call scenarios once — SIMtrix handles the rest automatically.
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