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Prerequisites

Before you begin, make sure you have:
  • A Creatio instance with the Service module enabled (e.g., https://yourcompany.creatio.com)
  • Admin or system administrator access to your Creatio instance
  • Access to Creatio’s OAuth 2.0 application settings

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Step 1: Create an OAuth 2.0 Application in Creatio

Open needs API access to your Creatio instance. You’ll set this up by creating an OAuth 2.0 client application.
1

Open the Identity Server settings

In your Creatio instance, navigate to System Designer → OAuth 2.0 integrated applications (or go to https://yourcompany.creatio.com/0/Nui/ViewModule.aspx#ClientList).
2

Add a new application

Click Add application and fill in:
  • Name: Open.cx Integration
  • Grant Type: Client Credentials
  • Redirect URI: Leave blank (not needed for client credentials)
3

Save and copy credentials

After saving, Creatio will display the Client ID and Client Secret. Copy both — you’ll need them in the next step.
The client secret is only shown once. If you lose it, you’ll need to regenerate it.
For detailed instructions on creating OAuth apps in Creatio, see the Creatio Academy documentation.

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Step 2: Connect Creatio in Open

1

Open the Ticketing settings

In your Open dashboard, go to Settings → Ticketing and select Creatio.
2

Enter your credentials

Fill in:
  • Instance URL: Your Creatio URL (e.g., https://yourcompany.creatio.com)
  • Client ID: From Step 1
  • Client Secret: From Step 1
3

Configure optional settings

These fields are optional but recommended:
FieldWhat it does
Default Case Owner IDCreatio Contact GUID of the agent who should own handoff cases. Cases are assigned to this person automatically.
Default Case Group IDCreatio Group GUID for team-based routing. Cases are assigned to this group.
Resolved Status IDCreatio CaseStatus GUID used when Open resolves a conversation. This ensures two-way resolution sync.
Create case only on handoffWhen enabled, Creatio cases are only created when the AI escalates to a human — not on every conversation.
To find GUIDs for owners, groups, and statuses, use Creatio’s built-in lookup pages or the OData API: https://yourcompany.creatio.com/0/odata/CaseStatus
4

Test and save

Click Test & Save. Open will verify your credentials by authenticating with Creatio’s OAuth endpoint. If the test passes, your connection is active.
For two-way communication — so your agents’ replies in Creatio reach the customer, and case closures sync back — you’ll need to configure a Creatio business process that calls Open’s webhook URL.

Webhook Configuration Guide

Follow our step-by-step guide to set up the business process in Creatio

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Step 4: Configure AI Field Auto-Fill (Optional)

You can configure Open’s AI to automatically fill case fields (like priority, category, or any custom field) based on the conversation context.

AI Field Auto-Fill Guide

Set up AI-powered field auto-fill for your Creatio cases

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Verifying Your Setup

After completing setup, verify everything is working:
1

Send a test message

Open your chat widget and send a test message. If “Create case only on handoff” is off, a case should appear in Creatio within seconds.
2

Check the Creatio case

In Creatio, open the new case. You should see:
  • The customer’s message as an activity
  • The AI’s reply as a follow-up activity
  • Correct assignment (if you configured a default owner/group)
3

Test a handoff

Trigger a handoff (e.g., by asking to speak to a human). Verify:
  • A case is created (or updated) with the handoff summary
  • The case is assigned to the configured owner/group
  • AI-filled fields are populated (if configured)
4

Test agent reply sync

If you set up the webhook business process, have an agent reply on the case in Creatio. The reply should appear in the customer’s chat.

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Troubleshooting

Double-check your Instance URL, Client ID, and Client Secret. The Instance URL should not have a trailing slash. Ensure the OAuth application in Creatio uses the Client Credentials grant type.
  • Check that Create case only on handoff is configured as intended
  • Verify the OAuth application has permission to create Case records
  • Check your Creatio instance’s API access settings
This requires the webhook business process to be set up in Creatio. See the Webhook Configuration Guide.
Make sure you’ve configured the Resolved Status ID in your integration settings. This should be the GUID of the “Resolved” or “Closed” status in your Creatio CaseStatus lookup.