Overview
Our Creatio integration connects Open’s AI-powered support with Creatio’s case management and workflow platform. When your AI can’t resolve an issue, it hands off the conversation to your team — creating or updating a Creatio case with full context, conversation history, and AI-generated field data. Your agents continue working in Creatio as usual. They see cases appear in their queue with everything they need to help the customer, without switching tools.This integration uses Creatio’s OData API with OAuth 2.0 authentication. Your team doesn’t need to learn anything new — handoffs appear as regular cases in Creatio.
Timeline
Setup Time
Complete integration in under 1 hour
Zero Downtime
No interruption to existing support operations
Features
Automatic Case Creation
Cases are created in Creatio when your AI hands off — or on every conversation, depending on your preference
Two-Way Message Sync
Customer messages and AI replies are logged as activities on the Creatio case in real time
AI-Powered Field Filling
AI automatically fills case fields (priority, category, custom fields) based on conversation context
Context Preservation
Every handoff includes a summary, detected language, and customer sentiment so agents hit the ground running
How It Works
Customer contacts you
A customer reaches out via your chat widget, WhatsApp, email, or any connected channel.
AI resolves or escalates
Your Open AI agent attempts to resolve the inquiry using your training data and configured actions. If it can’t resolve the issue — or your handoff rules are triggered — it escalates.
Case is created in Creatio
Open creates a case in your Creatio instance with the conversation summary, customer details, and any AI-filled fields. If a case already exists for this conversation, the handoff note is added as a new activity instead.
Agent picks up in Creatio
Your support agent sees the case in their Creatio queue, assigned to the configured owner or group. The full conversation history is available as case activities.
Replies sync back
When your agent replies in Creatio (via a configured business process), the message is synced back to the customer in real time.
Case Creation Modes
You can choose when Creatio cases are created:| Mode | Behavior |
|---|---|
| On every conversation (default) | A case is created as soon as the first customer message arrives. Every message and AI reply is logged as an activity. |
| On handoff only | A case is only created when the AI hands off to a human. Best for teams that only want Creatio involved for escalated issues. |
What Gets Synced
| Open → Creatio | Creatio → Open |
|---|---|
| Customer messages (as activities) | Agent replies (via webhook) |
| AI replies (as activities) | Case closure (via webhook) |
| Handoff summary, language, sentiment | |
| AI-filled custom fields | |
| Case status changes (resolved) |
Pages in This Guide
Setup Guide
Step-by-step instructions to connect Creatio to Open
Webhook Configuration
Set up Creatio business processes to sync replies and status changes back to Open
AI Field Auto-Fill
Configure AI to automatically populate case fields from conversation context
Best Practices
Handoff Rules
Define clear criteria for when AI should escalate to your team
Default Assignment
Set a default owner and group so cases are routed immediately
Resolved Status
Configure the resolved status ID so two-way resolution sync works correctly
AI Fields
Set up AI field auto-fill to reduce manual triage work for agents