Bitrix24: CRM, Automation, and Collaboration on a Single Platform

Bitrix24 is a comprehensive platform that combines CRM, marketing automation, project and task management, collaboration (chat, video calls, calendars, and files), an omni-channel Contact Center, and a website/store builder; all integrated. It falls under the CRM category, but its true proposition is a unified workspace for the entire commercial cycle: lead generation, sales, payments, customer service, and analytics, without relying on a patchwork of separate apps. For small to midsize businesses (SMEs), this means fewer integrations, less operational friction, and greater end-to-end traceability.

AgentAya Verdict: Bitrix24

Bitrix24 is a robust option for SMEs looking to centralise sales, marketing, and support in a single tool with complex automation and native collaboration. The suite reduces hidden integration costs, offers an omni-channel contact center (web, email, chat, social media, messengers, telephony) that automatically converts interactions into leads, and adds an AI assistant (CoPilot) for text, ideas, call transcription, and field auto-completion. In return, its breadth requires guided support from Bitrix24 and clear decisions on “what to activate first” to avoid unnecessary complexity.

Recommendation: Excellent if centralisation, omni-channel support, and a predictable model are prioritised (flat-rate plans with user limits, no incremental per-user charge), with careful evaluation of critical flows to capture value quickly.

Score Breakdown

Category	Score	Description
Features and Functionality	4.6/5 ⭐⭐⭐⭐	CRM + marketing + projects + collaboration + web/store builder + payments + BI; well-integrated omni-channel Contact Center.
Integrations	5/5 ⭐⭐⭐⭐⭐	Extensive Marketplace (payments, telephony/SMS, messengers, e-commerce, productivity) and REST API.
Language and Support	4.1/5 ⭐⭐⭐⭐	Multilingual interface and help; local partners and extensive resources (helpdesk, webinars, courses).
Ease of Use	3.6/5 ⭐⭐⭐	Interface with numerous functionalities; phased deployment is advisable.
Value for Money	4.6/5 ⭐⭐⭐⭐	Free plan, trials, and flat-rate pricing model per organization with user limits per plan.

AgentAya Overall Score: ⭐⭐⭐⭐ 4.5 / 5

A complete and competitive CRM platform for consolidating commercial operations in SMEs.

Main Features of Bitrix24

• Complete CRM: Leads, opportunities, customizable sales pipelines (Kanban or list view), quotes, invoices, and payments (payment links, status tracking, and receipts).
• Automation: Rules and triggers to move leads or opportunities, notify customers via SMS or email, and alert the team based on status.
• Integrated Marketing: Bulk email, segmentation, lookalike audiences, ads on Google and social media, campaign analysis.
• Omni-channel Contact Center: Web forms, email, site chat, social media, messengers (WhatsApp and Telegram), and telephony; everything is automatically registered as a lead in the CRM.
• Sites and Stores: Landing pages and e-commerce integrated with the CRM; customizable elements such as live chat, forms, callback, and messaging.
• Payments: Payment links from opportunities, various methods (card, PayPal, Apple Pay, etc.), confirmations, and traceability.
• Projects and Tasks: Individual and team tasks, templates, time tracking, and dependencies; linked to CRM elements.
• Analytics and Business Intelligence: Sales reports, business analysis, role-based permissions, and the ability to create dashboards and connections with analytical tools.

Impact on SMEs: Less fragmentation, greater visibility into the sales process, shorter response times, and total control over revenue and payments from a single place.

AI Functions

CoPilot es el asistente inteligente integrado en varios de los módulos de Bitrix24. Dentro del CRM, transcribe llamadas y CoPilot is the intelligent assistant integrated into several Bitrix24 modules. Within the CRM, it transcribes calls and generates automatic summaries, auto-completes customer and opportunity fields (name, phone, company), and writes marketing texts, emails, and commercial offers. It also includes an automatic scoring system (AI Scoring) that helps predict closing probabilities and prioritise leads.

Additionally, CoPilot can:

• Suggest campaign ideas and promotions, adapted to the target audience.
• Draft social media posts and advertising messages or emails.
• Assist in the creation and translation of web content, allowing direct use in the Bitrix24 site builder.
• Analyse conversations to detect topics, sentiment, and follow-up opportunities.
• Summarise emails, chats, and documents within the collaborative environment, saving time in information management.
• Transcribe in the original language of the call and allows choosing another language for the summary or field completion, ideal for businesses with international clients.

The true strength of this intelligence is not just in “generating text,” but in automating tasks directly within the CRM flow: after each call, meeting, or exchange, CoPilot generates summaries, updates records, and creates useful content to maintain the customer relationship. In other words, it turns AI into a practical extension of daily sales and marketing work, reducing repetitive manual tasks and improving overall productivity.

Integrations

Bitrix24 has hundreds of integrations and applications available in its Marketplace, which expand its main functions without leaving the platform.

• Connectors for payments (like Stripe and multiple regional gateways).
• Telephony and SMS messaging.
• Official and third-party integrations with WhatsApp and Telegram.

It also offers compatibility with e-commerce solutions (Shopify, WooCommerce), productivity tools (Google Workspace, Microsoft 365), and analytics and automation systems. For more specific needs, Bitrix24 provides an open API (REST API) and developer utilities, allowing field expansion, data synchronization, or the design of custom automatic flows.

It excels with its extensive connectivity to various messaging services and payment gateways, a significant advantage for SMEs that sell via messaging apps or manage collections through direct links.s de pago, una ventaja importante para pymes que venden por WhatsApp o gestionan cobros mediante enlaces directos.

Security and Data Compliance

The platform operates on AWS and declares AES-256 encryption, SSL, 2FA, data isolation per client, and a proactive WAF. It publishes compliance materials with GDPR and mentions reference certifications (e.g., ISO 27001, SOC 1/2/3, PCI DSS). It offers Data Processing Agreements (DPA) and granular permission controls by role in the CRM. For AI, CoPilot is activated within the account; if your organization requires additional contractual guarantees regarding data use for training, review and agree to the applicable conditions in the DPA and AI rules.

Language – Customer Service and Interface

Bitrix24 offers multilingual options to change the interface language and has resources in various languages, such as the help center, online seminars, instructional videos, courses, and a blog.

Direct support may vary depending on the plan, and is also available through local partners, who provide implementation and assistance in your time zone. For distributed teams, the interface language setting can be easily adjusted individually in the cloud version.

AI Language – The Tool Itself

In the CRM, CoPilot transcribes calls in the language in which they were made and allows choosing another language for summaries and field filling, configured by each user or sales flow. This function is especially useful for SMEs that serve customers in multiple languages (e.g., multilingual sales and internal reporting in a single language).

Additionally, Bitrix24 allows the creation of multilingual websites and the translation of content blocks with the help of CoPilot itself, which helps maintain language consistency in digital communication. Overall, Bitrix24’s language localization is well-resolved in the interface, websites, and AI-powered CRM processes.

Mobile Access

Bitrix24 mobile apps for iOS and Android cover CRM (leads, opportunities, contacts), tasks/projects, chat and video calls, calendar, and files. They are suitable for daily field operations (calls from the contact card, messaging, opportunity tracking). Some advanced administration functions may require the desktop, but coverage is extensive for mobile sales and support.

Support, Onboarding Process, and Account Management

The Bitrix24 ecosystem offers a help center, online seminars, videos, courses, service status information, and extensive technical documentation.

Its network of certified partners facilitates demonstrations, implementations, integrations, and personalised training in your language and time zone.

Ease of Use / UX

The differential value of this tool is its complete “all-in-one-place” platform. This simplifies operations; but at the same time results in a dense interface due to the functional breadth. Nevertheless, if an orderly adoption is implemented, following the official guides and tutorials, an SME sees value within a few weeks.

Pricing and Plans

Bitrix24 offers a free version, trials on higher tiers (no card required), and paid plans with flat-rate pricing per organization and user limits per plan (e.g., 5, 50, 100, 250+). It does not charge incrementally “per user,” which makes the cost predictable for growing teams. The Enterprise edition raises limits (users/space), accelerates performance, and adds security, SSO, and advanced productivity features. Check the official website for levels, covered features, add-ons, and monthly/annual options.

Case Study

A digital agency integrated web forms and a messaging app into its contact center. Each message/form creates a lead with contact details and conversation history; rules assign the available executive and send automatic notifications. Proposals and invoices are generated from the deal, a payment link is sent, and the status is confirmed in the CRM platform. In 12 weeks, the agency reduced its response time by 30% and increased its conversion rate thanks to traceability and automatic reminders.

Tool vs. Alternatives

Bitrix24 vs. Zoho CRM: Bitrix24 stands out for its unified suite (collaboration, projects, sites, payments, and omni-channel) and flat-rate pricing per organization; while Zoho excels with quality AI analytical capabilities (Zia) and a wide modular ecosystem. If you are looking for a complete platform with integrated messaging and payments, Bitrix24 has an advantage; if you prefer advanced predictive intelligence and analytics within the CRM itself, Zoho may be more convenient in its higher plans.

Bitrix24 vs. Escala (Regional Focus): Bitrix24 offers breadth (projects, sites, BI, Contact Center) and a global Marketplace; Escala focuses on marketing + messaging apps with more simplicity and a regional focus. Choose Bitrix24 if comprehensive collaboration + CRM + automation + payments are needed in one stack; Escala is more suitable if you prioritise sales and customer acquisition through messaging apps, with very fast implementation.

FAQs (Preguntas frecuentes)

Is Bitrix24 good for SMEs?

Yes. Its unified suite approach lowers the number of tools and improves traceability. Start with one pipeline, 2–3 key automations, and the omni-channel channels you already use to accelerate ROI.

Does it support multiple languages?

Yes. Interface and resources in multiple languages. In addition, CoPilot allows transcription in the call’s language and summarizing/filling in another language per user/pipeline, useful for multilingual teams.

Does it integrate with messaging apps and payments?

Yes. There are official/partner connectors for messaging apps and multiple payment gateways; payment links are generated from the deal, and the status is tracked in real-time in the CRM.

How secure is the platform?

AES-256 encryption, SSL, 2FA, client isolation, and operation on AWS; GDPR compliance materials and references to ISO 27001/SOC/PCI DSS. Role-based access control and fine permissions.

How effective is the AI’s language support?

While a specific “trained model” for every language is not publicly stated, transcription follows the language of the call, and summaries/fields can be generated in another language of the user’s choice. We recommend piloting with your data to measure linguistic quality in your real-world cases.