Bitrix24 CoPilot: The AI Assistant Inside Your CRM

What Bitrix24 CoPilot Is and Where It Works

Bitrix24 CoPilot is a built-in AI assistant available across Feed, Tasks, CRM, Chat, Product Catalog, Flows, Sites and video calls - in both the Cloud and On-premise editions; on-premise it needs the AI Integration module and outbound access to the Bitrix24 AI proxy (official help, updated 19 May 2026).

CoPilot sits inside the tools where work actually happens. A sales manager does not switch to a third-party AI window - the assistant appears in the CRM timeline, in the task card, in the chat thread. The design principle is that AI should reduce friction at the point of work, not add a new tool to the stack.

CoPilot uses AI models from third-party providers such as OpenAI (FAQ, updated 7 May 2026). The specific models powering different functions - as of 23 April 2026 - include gpt-4o-2024-11-20 for chat, text generation and call analysis, Dall-E-3 for image generation, and dedicated audio models for call and video transcription (provider list, updated 23 Apr 2026). Each employee can check the active provider in any CoPilot chat: click the chat name, then Provider.

What CoPilot Does Inside CRM: Calls, Chats and Emails

In CRM, CoPilot handles three data sources - phone calls, customer chats and incoming emails - and for each one it fills empty fields in the lead or deal card (calls also get a transcript and a summary) and suggests a change when a field already has a value (call help, 25 Aug 2026; chat help, 24 Apr 2026; email help, 4 Sep 2026).

A call, chat message or email arrives in the CRM timeline and feeds through CoPilot into an updated deal or lead card.

Phone call processing

CoPilot processes calls in three steps:

1. Transcription - converts the audio recording to text in the language of the conversation. Calls must be between 10 seconds and 1 hour long.
2. Summary - generates a short summary; the summary language is selectable independently of the call language.
3. Field autofill - reads the transcript and fills empty String, List, Number and Integer fields in leads and deals. If a field already contains a value, CoPilot suggests a replacement rather than overwriting silently.

From the call block in the CRM timeline you can run field completion, use "Rate call" to check the conversation against a script, and open the transcript. If one call is linked to multiple deals, analysis runs from the most recently created deal; if linked to both a lead and a deal, it runs from the deal.

Chat processing

CoPilot reviews the customer chat and fills the form automatically. Two conditions apply: the dialogue must contain at least 1,000 characters, and 30 seconds must have passed since the last message. Chat analysis covers leads and deals and works across all channels connected to Bitrix24 Open Channels - including WhatsApp, live chat and others.

Email processing

CoPilot fills CRM fields from the email body. By default it processes the first incoming email in a lead or deal.

For a deeper look at call analytics specifically, see AI Call Analysis in Bitrix24: Transcription, Quality Scoring, and Sales Coaching.

Sales Script Scoring and Agent Rating

CoPilot compares each call against a chosen sales script, highlights what the agent did correctly and what was missed, gives specific improvement tips, and rolls the results into a per-agent rating that weights recent calls more heavily (script analysis help, 24 Apr 2026).

Bitrix24 ships with ready-made scripts for common scenarios - new customer calls, complaint handling and product presentations. Teams can also create their own. A single call can be evaluated against multiple scripts; only the most recent score per call is used in the overall agent rating.

The rating is the average score across all evaluated conversations. If an agent acts on recommendations and stops repeating the same mistakes, the rating improves - because recent calls carry more weight in the calculation.

Results appear in the CRM timeline marked "Processed by CoPilot". A portal administrator controls access to speech analytics and script management.

This scoring layer pairs naturally with Bitrix24 CRM Analytics and Sales Dashboards to give sales managers a full view of pipeline health alongside conversation quality.

CoPilot Follow-Up for Video Calls

After a group video call longer than one minute with recording, CoPilot Follow-Up (enabled for the call) produces meeting outcomes, agreements, recommendations and evaluation, a meeting summary and a transcript - no manual note-taking needed (Follow-Up help, 9 Jul 2026).

The Follow-Up feature is designed for demo calls, pre-sales meetings and internal reviews. Outputs include:

• Meeting outcomes and agreements (which can be converted directly into tasks or follow-up meetings)
• Meeting summary
• Transcript
• Recommendations and evaluation of the meeting

The New CoPilot Agent (Bitrix24 Vibe Release, Spring 2026)

The CoPilot agent, introduced in the Bitrix24 Vibe spring 2026 release, is described as four times better at handling long context than the previous version, adds multimodal input (files and images) and internet search, is always in the chat and remembers the context - and all AI scenarios in Bitrix24 now route through it (spring 2026 release page, overview updated 23 Sep 2026).

Key capabilities of the CoPilot agent:

• Handles long, multi-turn conversations without losing context
• Accepts files and images as input (multimodal)
• Can search the internet for current information
• Identifies which section of Bitrix24 the user is working in and adapts its responses accordingly
• Always present in the chat sidebar - no need to restart a session

The spring 2026 release also made Automation Studio fully available (it was first announced in the autumn 2025 release): describe a workflow in plain language in a CoPilot chat and the assistant builds the automation for you. AI automation agents are available from the Professional Vibe+ plan (bitrix24.com/prices).

AI Projects (part of the spring 2026 Vibe release; Bitrix24 blog post of 20 August 2026) adds a shared workspace where CoPilot analyzes project conversations and tasks, identifies agreements, prepares status updates, answers questions about deadlines and detects project risks. External participants can join these workspaces.

CoPilot Beyond CRM: Tasks, Feed, Sites and Knowledge Bases

Across the platform, CoPilot provides context-aware AI assistance in every major module - generating task descriptions and checklists, summarizing feed threads, writing site copy, translating content, and producing AI summaries of knowledge base documents (bitrix24.com/prices).

The Chat with CoPilot feature offers over 30 pre-built roles. CoPilot supports multiple languages including English, Spanish, German, French, Portuguese, Italian and more (per the official CoPilot tools page on bitrix24.com).

For teams building internal documentation, this connects naturally with Building a Company Intranet and Internal Knowledge Base in Bitrix24.

How to Enable and Restrict CoPilot

CoPilot settings are managed by portal administrators in a dedicated "CoPilot preferences" section within Bitrix24 Settings, where you can choose which tools use CoPilot, enable it in CRM, allow or restrict CoPilot chat access, and select the AI provider.

Checklist before going live:

• Confirm your plan includes the CoPilot features you need (see plan section below)
• Go to Bitrix24 Settings - CoPilot preferences as an administrator
• Enable "CoPilot in CRM" for call, chat and email analysis
• Enable call recording in your telephony settings (CoPilot requires an audio recording to transcribe)
• Set the response language for summaries and field completion (each user can configure this per deal pipeline)
• Choose the call processing mode: automatic after every call, or manual launch from the timeline
• Set up or select a ready-made sales script if you plan to use script scoring
• Assign speech analytics access permissions to the relevant employees or roles

If a call is to be processed automatically, calls from 10 seconds to 1 hour are supported. Calls outside that range will not be processed.

Plan Availability and AI Limits

CoPilot availability scales with your Bitrix24 plan: Essentials and Basic Vibe+ plans include AI for everyday work; "Unlimited AI in Bitrix24" starts from Standard Vibe+; advanced features like AI repeated sales and AI automation agents require Professional Vibe+; Enterprise includes full access to all CoPilot capabilities (bitrix24.com/prices, 5 Oct 2026).

CoPilot is available in both Cloud and On-premise versions. On-premise needs platform version 24.700.0 or later, the AI Integration module and outbound access to the Bitrix24 AI proxy, so CoPilot requests leave your server (helpdesk.bitrix24.com/open/19318370/).

Essentials plans have AI usage limits; "Unlimited AI in Bitrix24" starts from Standard Vibe+ (bitrix24.com/prices).

For questions on how specific plan tiers and on-premise licensing interact, see Bitrix24 Self-Hosted Editions and Licensing Explained (2026).

Why You May Also See the Name BitrixGPT

BitrixGPT is not a name for the CoPilot assistant - it is Bitrix24's own proprietary model family offered to developers through Alaio Vibecode, and no official source states that CoPilot runs on BitrixGPT.

If you have encountered "BitrixGPT" in older Bitrix24 content, here is the distinction:

• CoPilot - the AI assistant built into Bitrix24 for end users. It powers call transcription, field autofill, task generation, meeting follow-ups and all the productivity scenarios described in this article. CoPilot uses third-party AI providers such as OpenAI.
• BitrixGPT - Bitrix24's own model family available to developers building applications on the Alaio Vibecode platform. The current models are BitrixGPT 5.5 (flagship, 262K-token context, vision, free), BitrixGPT 5.5 Thinking (chain-of-thought reasoning), and BitrixGPT 5.5 Agent, alongside open models GPT-OSS 120B and Gemma 4 26B - all free through the Vibe API (vibecode.bitrix24.com/ai-models, blog 7 May 2026).

In short: CoPilot is what sales and operations teams use day-to-day inside Bitrix24. BitrixGPT is what developers access when building custom AI applications on the Vibecode platform.

To explore building custom AI-powered apps on top of Bitrix24, see Bitrix24 VibeCode: Building Business Apps with AI Agents.

How CoPilot Handles Your Data

Bitrix24 stores your CoPilot data for up to 14 days for technical purposes and then deletes it; requests to OpenAI are processed in the USA, and providers may use content to improve their AI models under their own terms (AI Tools Terms of Use, 7 Aug 2026; FAQ, 7 May 2026).

Key points for compliance-conscious teams:

• Data is stored by Bitrix24 for up to 14 days, then deleted
• Processing occurs via third-party providers; requests to OpenAI are transmitted to the USA (AI Tools Terms, clause 8.1)
• Provider terms of use may allow content to be used to improve AI technologies - this is disclosed in the Bitrix24 AI Tools Terms of Use
• Do not assume your data is never used for training purposes - review the current AI Tools Terms before processing sensitive customer conversations through CoPilot

Teams with strict data residency requirements should review the implications before enabling automatic call processing. For a detailed treatment of this topic, see Where Bitrix24 AI Processes Your Data - and How to Stay Compliant.