How to Describe a Business Process Before Automating It

Fill in a brief for one process

• Event: a new inquiry arrives from an agreed channel, with a defined unique identifier.
• Input: contact details, subject, source and required fields; a rule handles missing or invalid values.
• Owner: a named role and backup assignee if the first person is unavailable.
• Output: a CRM record and next action; the deadline uses an agreed working calendar.
• Exception: repeats, channel failures and missing assignees have a separate route.

Define transitions and their conditions

For this hypothetical process, start with three states: new, in progress and completed. Define who may change the state and what information a transition requires. Receiving a message does not yet prove a qualified lead or a completed sale.

Agree an overdue threshold, working hours and when reminders stop after completion. Bitrix24 automation-rule availability depends on the plan. Check a built-in option first, then assess an application or custom work.

Official source: Bitrix24: CRM automation rules

Handle repeats before enabling alerts

Suppose the same test inquiry arrives twice. The expected result is a preserved link to the inquiry and an agreed next action, rather than two identical tasks. Define when a new message continues an existing inquiry and when it starts another.

A repeated event, returning to a stage and a salesperson’s manual move may behave differently. Write rules for each case and check task and notification counts. An exception should not become a hidden log error with no owner.

Run four acceptance checks

• A valid new inquiry: the correct fields and owner are saved, and the next action is created once.
• A repeat: no unwanted duplicate appears, and the salesperson can read the continuation history.
• An overdue item: the agreed manager receives the alert; completion prevents further reminders.
• A failure or insufficient permission: it is not presented as success; a clear status and a person responsible for recovery exist.

Hand over rules as well as settings

Document the process owner, active rules, data source, shutdown method and checks after changes. Train the salesperson with the same sample scenario and record acceptance results with a date.

Separate standard configuration, assessment of a custom process and implementation after assessment in the proposal. A brief helps estimate scope; it does not turn an unusual integration into a ready-made function. Start with one pipeline and expand after a verified pilot.