Overview of CRM

This section contains methods for working with CRM entities in Bitrix24. It covers leads, deals, contacts, companies, Smart Processes, funnels, stages, timelines, documents, requisites, and automation.

For example, you can create a Smart Process, configure its structure, and then interact with its elements through universal CRM methods.

Quick navigation: all sections and methods

User documentation: CRM implementation steps

Universal CRM MethodsUniversal CRM Methods

Universal CRM methods operate through entityTypeId and cover basic operations with entities: creation, reading, updating, and filtering. They are suitable for leads, deals, contacts, companies, estimates, invoices, and Smart Processes.

Entities are created using the crm.item.add method and updated with crm.item.update. A single entity can be retrieved by its ID using crm.item.get, while a list can be obtained with crm.item.list.

If the operation pertains to only one type of entity—such as the relationships between deals and contacts—use the methods from the relevant section: crm.deal.*, crm.lead.*, crm.contact.*, crm.company.*, crm.quote.*.

What is Included in a CRM CardWhat is Included in a CRM Card

A CRM card combines the entity's data, the stage of work with it, and the history of interactions.

Fields. The card stores the entity's data, the composition of which depends on its type. A list of available fields can be obtained using the crm.item.fields method. Common fields are described in the article Fields of Main CRM Entities, while custom fields are configured using the userfieldconfig.add or userfieldconfig.update methods.

Funnel and Stage. For deals and Smart Processes, the card shows which funnel the entity is in and at what stage. To work with funnels, you need categoryId, which can be retrieved using crm.category.list. The list of stages with their ENTITY_ID codes can be obtained from crm.status.list.

Timeline. The timeline stores the history of interactions with the CRM entity: activities and comments. To add a record to the entity's card, you typically create an activity using the crm.activity.add method or a comment using the crm.timeline.comment.add method.

Documents. Documents in CRM are created based on templates from the document generator. Templates and numerators are added using the crm.documentgenerator.template.add and crm.documentgenerator.numerator.add methods. A document is created and linked to a CRM entity using the crm.documentgenerator.document.add method.

Automation. The card can participate in automation scenarios that depend on the entity's state. A custom trigger is registered using the crm.automation.trigger.add method and then executed for the desired element using the crm.automation.trigger.execute method. Both methods work only in the context of an application.

Smart ProcessesSmart Processes

Smart Processes are custom types of CRM entities for business scenarios that go beyond standard leads, deals, contacts, and companies. They are used to describe contract approvals, internal requests, or equipment accounting.

For a Smart Process, unlike standard entities, the structure is configured first. The type is created using the crm.type.add method, which returns the entityTypeId of the new Smart Process. A list of existing types and their entityTypeId can be retrieved using crm.type.list.

Custom fields are added using the userfieldconfig.add method. If necessary, funnels can be configured separately using the crm.category.add method and stages using crm.status.add.

After configuring the structure, you can work with elements using the crm.item.* methods, just like with standard CRM entities.

WidgetsWidgets

You can embed an application into CRM entity cards and lists. This allows you to use the application without leaving the card or list.

There are two embedding scenarios:

• Use special embedding locations, such as a tab, a button above the timeline, or a menu item.
• Create a custom field where the application's interface will be loaded.

CRM Embedding LocationsCRM Embedding Locations

Replace XXX with the entity code: LEAD, DEAL, CONTACT, COMPANY, QUOTE, SMART_INVOICE. For Smart Processes, specify the numeric identifier of the entity type, for example, CRM_DYNAMIC_183_DETAIL_TAB.

• CRM_XXX_DETAIL_TAB — tab in the detail card

• CRM_XXX_DETAIL_ACTIVITY — button above the card's timeline

• CRM_XXX_DETAIL_TOOLBAR — dropdown menu item in the upper button of the card

• CRM_XXX_DOCUMENTGENERATOR_BUTTON — dropdown menu item for the document generator

• CRM_XXX_ACTIVITY_TIMELINE_MENU — context menu item for an activity in the card

• CRM_XXX_LIST_MENU — context menu item in the list of entities

• CRM_XXX_LIST_TOOLBAR — dropdown menu item above the list of entities

• CRM_XXX_ROBOT_DESIGNER_TOOLBAR — dropdown menu item in the upper button of the robot designer

• CRM_ANALYTICS_MENU — item in the left menu of CRM analytics

• CRM_ANALYTICS_TOOLBAR — dropdown menu item in the upper button of CRM analytics

• CRM_FUNNELS_TOOLBAR — dropdown menu item in sales funnels

Key IdentifiersKey Identifiers

Identifier	Meaning	Where Used	How to Obtain
entityTypeId	CRM entity type	Universal methods, funnels, custom fields	For standard entities — crm.enum.ownertype, for Smart Processes — crm.type.list
id	CRM entity identifier	Reading, updating, relationships between entities	From the list of entities crm.item.list or after creating an entity crm.item.add
categoryId	Funnel identifier	Deals and Smart Processes — needed when creating and filtering entities	From the list of funnels crm.category.list
stageId	Stage identifier	Creating and filtering deal and Smart Process entities	From the list of stages crm.status.list with a filter by ENTITY_ID

Relationships with Other EntitiesRelationships with Other Entities

Users. The person responsible for the CRM entity is stored in the assignedById field. User data can be retrieved using the user.get or user.search methods.

Tasks. Tasks are linked to CRM entities through the UF_CRM_TASK field. The CRM entity identifier is passed to this field. The relationship is recorded when creating a task using the tasks.task.add method, and it can be read using the tasks.task.get method.

Catalog. Product items in deals and estimates are sourced from the product catalog. Products can be managed using the catalog.product.* methods.

Telephony. Calls create activities in the CRM timeline. The telephony.externalcall.finish method ends the call and returns the identifier of the created activity in the CRM_ACTIVITY_ID parameter.

Overview of Sections and MethodsOverview of Sections and Methods

Scope: crm

Who can execute the method: depending on the method

Reference MaterialsReference Materials

Article	Description
Data Types and Structure of Objects in the REST API CRM	What is entityTypeId, what identifiers exist, and how CRM entities are structured
Fields of Main CRM Entities	Fields of key CRM entities in one place
Typical Use-Cases and Tutorials	Practical scenarios and examples of using CRM

CRM EntitiesCRM Entities

Section	When to Use	Key Methods
Universal CRM Methods	For working with CRM entities and Smart Processes through entityTypeId	crm.item.add, crm.item.update, crm.item.list All methods in the section
Deals	For working with deals, their cards, and relationships with contacts	crm.deal.add, crm.deal.update, crm.deal.list All methods in the section
Leads	When working with leads, their cards, and relationships with contacts	crm.lead.add, crm.lead.update, crm.lead.list All methods in the section
Contacts	For working with contacts, their cards, and relationships with companies	crm.contact.add, crm.contact.update, crm.contact.list All methods in the section
Companies	When working with companies, their cards, and relationships with contacts	crm.company.add, crm.company.update, crm.company.list All methods in the section
Estimates	For working with estimates and product items	crm.quote.add, crm.quote.update, crm.quote.list All methods in the section

Settings and DirectoriesSettings and Directories

Section	When to Use	Key Methods
Directories	For managing system lists in CRM: stages, sources, types	crm.status.add, crm.status.update, crm.status.list All methods in the section
Currencies	When managing CRM currencies, base currency, and localization	crm.currency.add, crm.currency.update, crm.currency.list All methods in the section
Requisites	For working with requisites, addresses, and banking information in CRM	crm.requisite.add, crm.requisite.update, crm.requisite.list All methods in the section

Activities and DocumentsActivities and Documents

Section	When to Use	Key Methods
Timeline and Activities	For working with activities, comments, calls, and other timeline records	crm.activity.add, crm.activity.list All methods in the section
Call Lists	When creating call lists and managing their statuses	crm.calllist.add, crm.calllist.list All methods in the section
Document Generator	For generating documents based on templates and managing templates and numerators	crm.documentgenerator.document.add, crm.documentgenerator.template.list All methods in the section

Automation and AnalyticsAutomation and Analytics

Section	When to Use	Key Methods
CRM Automation	For registering webhook triggers and application triggers	crm.automation.trigger.add, crm.automation.trigger.execute All methods in the section
Sales Intelligence	When linking traces to CRM entities and registering analytics sources	crm.tracking.trace.add, crm.tracking.trace.delete All methods in the section

Additional ToolsAdditional Tools

Section	When to Use	Key Methods
Finding and Merging Duplicates	For finding and merging duplicate CRM records	crm.duplicate.findbycomm All methods in the section
Digital Workplaces	When creating and configuring digital workplaces for Smart Processes	crm.automatedsolution.add, crm.automatedsolution.list All methods in the section
Auxiliary Objects	For working with enumerations, multiple fields, and other auxiliary CRM objects	crm.enum.ownertype All methods in the section
Outdated CRM Methods	For maintaining existing integrations on old method branches	All methods in the section

Individual MethodsIndividual Methods

Method	Description
crm.settings.mode.get	Returns the current mode of CRM
crm.stagehistory.list	Returns the history of the entity's movement through stages