A WhatsApp call in the deal and CRM feed: what the manager sees
A call through a connected line stays not only in Dialogs but also in the customer’s CRM. The manager sees it in the card and in the deal, with the recording and a short summary of the talk next to it.
Chats and calls reach the CRM independently of each other. Even if this line’s chats live only in Dialogs, the call still goes to the company’s CRM: the CRM where the customer is kept is used. If the CRM cannot be determined unambiguously, the call goes nowhere — write to support.
| What the manager sees | Bitrix24 | amoCRM |
|---|---|---|
| Where the call is | In the feed of the contact, company or lead and in the deal that was open at the moment of the call | In the customer card history; which card gets the call is decided by amoCRM’s own rule |
| How it is labelled | The call goes through the portal’s telephony; the comment starts with a bold line “Звонок WhatsApp · TehProf Dialogs” | The call source is “WhatsApp · TehProf Dialogs” |
| Recording | The conversation file is attached to the call and can be played in the feed | A link to the recording in the card |
| Transcript and summary | A transcript with both sides’ lines sits on the call; the summary is a comment titled “Краткое содержание” (sometimes “Выдержка из разговора”), also visible in the deal | What of this shows in the card is decided by amoCRM |
If the conversation took place but the recording is still uploading, the card says “recording pending”: wait. If nobody picked up, there is no recording. More on recording, transcripts and the rules in Call recording and transcripts.
- A call from a personal phone that bypasses the line is not seen by the CRM at all: no card, no recording.
- A call uploaded after the fact goes to the deal that was open on the day of the call, not to one created later. It creates no new CRM records.
- An outgoing call to a customer with no open deal can create a deal (in Bitrix24 it is titled “+7… - Исходящий звонок”). To avoid that, choose the manual mode below.
- In Bitrix24 a number without a card that is on the CRM exclusion list is cut off by the portal itself: the call stays in Dialogs and does not appear in the CRM.
What happens to a call from an unknown number is set by the line option “Call from a new number in the CRM”: “Create a record automatically” or “Suggest creating it in the call card”. A known customer is always found by number. Calls through Bitrix24 telephony follow the setting of its line in the portal.
Dialogs → Channels → line gear → Calls → Call from a new number in the CRM
The call took place, but it is not in the CRM
Check two causes. The call went through a Dialogs line, not a personal phone. The line has a CRM connected and the calls option. The rest is in When WhatsApp does not work.
Will past calls appear in the CRM?
Past calls can be uploaded afterwards: they land in the deal open on the day of the call and create nothing new. Ask support for it. In amoCRM, notes already left in the wrong card cannot be moved or deleted through the API, so those stay as they are.
How much do calls cost and is a separate option needed?
Calls are a separate line option. The price and terms are in Prices in tenge. On official WhatsApp, Meta’s fee for outgoing calls is added at its own rates.
Can I call the customer first?
On our WhatsApp Web channel the customer’s permission is not needed. On official WhatsApp you can call only with it — see WhatsApp calls in your CRM and Official calls: Calling API.
Message Support on WhatsApp · +7 771 682 74 70 · support@tehprof.kz