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Why Webhooks?

By default, the integration is one-directional: Open creates and updates cases in Creatio. To enable two-way sync — so agent replies reach the customer, and case closures are reflected in Open — you need to configure Creatio to notify Open when certain events happen. Creatio uses business processes for this. You’ll create a process that fires an HTTP request to Open’s webhook URL whenever:
  • An agent adds a reply (new activity) to a case
  • A case is closed or resolved
This step is optional but strongly recommended. Without it, your agents’ replies in Creatio won’t reach the customer through Open’s chat channels.

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Step 1: Get Your Webhook URL

1

Open integration settings

In your Open dashboard, go to Settings → Ticketing. Make sure Creatio is selected and configured.
2

Copy the webhook URL

Navigate to Settings → Integrations → click on Creatio. Your unique webhook URL will be displayed. Copy it — you’ll paste it into the Creatio business process.Your webhook URL looks like:
https://api.open.cx/backend/creatio/webhook/<your-token>
This URL contains a secret token. Do not share it publicly.

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Step 2: Create a Business Process for Agent Replies

This process fires when an agent adds a new activity (reply) to a case, notifying Open so the message is delivered to the customer.
1

Open the Process Designer

In Creatio, go to System Designer → Process Library → Add Process.
2

Set the trigger

Add a Signal start event:
  • Object: Activity
  • Event: After record added
  • Filter: Type = Task or Type = Email (adjust to match how your agents add replies)
You may also want to filter by the Activity’s parent Case to avoid triggering on unrelated activities.
3

Add a 'Call web service' element

Drag in a Call web service element and configure:
  • URL: Paste your Open webhook URL from Step 1
  • Method: POST
  • Content Type: application/json
  • Request body:
{
  "event_type": "new_activity",
  "caseId": "[#Case.Id#]"
}
Replace [#Case.Id#] with the process parameter that references the related Case ID. The exact syntax depends on how you linked the Activity to its Case in the process.
4

Save and activate

Save the process and set it to Active. Test by adding an activity to a case — the message should appear in the customer’s chat within seconds.

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Step 3: Create a Business Process for Case Closure

This process fires when a case status changes to “Resolved” or “Closed”, notifying Open to close the conversation on its end.
1

Add another process

Create a new process in the Process Library.
2

Set the trigger

Add a Signal start event:
  • Object: Case
  • Event: After record modified
  • Filter: Status = Resolved (or whatever your resolved status is called)
3

Add a 'Call web service' element

Configure:
  • URL: Your Open webhook URL
  • Method: POST
  • Content Type: application/json
  • Request body:
{
  "event_type": "case_closed",
  "caseId": "[#Case.Id#]"
}
4

Save and activate

Save and activate. Test by resolving a case in Creatio — the corresponding Open conversation should close automatically.

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Webhook Event Reference

Open accepts the following event types from Creatio:
Event TypeWhen to SendWhat Happens in Open
new_activityAgent adds a reply to a caseThe reply is delivered to the customer via their original channel
case_closedCase status changes to resolved/closedThe Open conversation is marked as resolved
case_updatedCase is modified (reserved for future use)Currently acknowledged but no action taken
All webhook requests must be POST with a JSON body containing event_type (string) and caseId (string, the Creatio Case GUID).

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Verifying Webhooks

After setting up the business processes:
1

Test agent reply sync

Have an agent add a reply (activity) to a case that was created by Open. Check that the message appears in the customer’s chat.
2

Test case closure sync

Resolve a case in Creatio. Check that the corresponding conversation in Open is marked as resolved.

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Troubleshooting

  • Verify the business process is Active in Process Library
  • Check that the webhook URL is correct and includes the token
  • Verify the Activity filter matches how your agents add replies
  • Check the process execution log in Creatio for errors
  • Verify the case status filter matches your resolved/closed status name exactly
  • Check that the Case being resolved was originally created by Open (it must have a matching session)
  • Verify the business process is active
  • 401 or Invalid token: The webhook URL token is incorrect or expired. Regenerate the webhook URL from Open’s settings.
  • 400 or Bad Request: The JSON body format is incorrect. Make sure event_type and caseId are present.