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When a conversation is handed off and a Creatio case is created, OpenCX can automatically fill case fields based on the conversation. Your agents see cases that already have the right priority, category, or custom field values — reducing manual triage.
AI fields are filled at the time of case creation during handoff. The AI reads the full conversation transcript and uses your description of each field to determine the appropriate value.

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How it works

1

You define field mappings

For each Creatio case field you want the AI to fill, provide the field name, a display title, the field type, and an AI description explaining how to determine the value.
2

Customer chats with the AI

The conversation progresses normally. The AI resolves what it can.
3

Handoff triggers auto-fill

When the AI escalates, it reads the full conversation and uses your descriptions to determine a value for each configured field.
4

Case is created with pre-filled fields

The Creatio case is created with the AI-determined values already set. Your agent opens a fully triaged case.

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Adding a field mapping

Each mapping requires:
PropertyDescriptionExample
Field NameThe Creatio entity column namePriorityId
Display TitleHuman-readable labelPriority
Field Typetext or dropdowndropdown
AI DescriptionInstructions for the AI on how to determine the valueSee examples below

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Field types

Free-form text values. Use for fields like order number, product name, or any custom text column on the Case entity. The AI writes a short value based on the conversation.

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Writing effective AI descriptions

The AI description is the most important part of the mapping. It tells the AI how to analyze the conversation and pick the right value. Good descriptions are specific, give clear criteria, and list every possible value. 
Determine the case priority based on urgency and impact:
- "Critical" if the customer reports a complete system outage, data loss, or security breach
- "High" if there's a significant workflow disruption affecting multiple users
- "Medium" if a single user is affected by a bug or non-critical issue
- "Low" if this is a feature request, question, or cosmetic issue

Categorize based on the main topic:
- "Billing" for payment issues, refunds, subscription changes, invoices
- "Technical" for bugs, errors, integrations, API problems
- "Account" for login issues, password resets, account changes
- "Shipping" for delivery tracking, lost packages, address changes
- "General" if none of the above fit

Extract the order number from the conversation if the customer mentions one.
Order numbers typically look like "ORD-12345" or "#12345".
If no order number is mentioned, leave blank.

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Good to know

List every possible value and when to use it. The AI does not infer your categories — it picks from what you describe.
Specify what the AI should do when the conversation is unclear — pick a default value or leave blank. Without guidance, the AI may skip the field.
The field name must match the exact Creatio column name. PriorityId and priorityid are different. Check the column name in Creatio’s object designer.
Updating an AI description applies to the next handoff. No restart or redeployment needed. Existing cases are not affected.

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Managing field mappings

Each field mapping can be individually enabled or disabled. Disabled fields are not evaluated during handoff — useful for temporarily pausing a field without deleting its configuration. Deleting a field mapping removes it permanently. Existing cases that were already filled are not affected.

Connect Creatio

Credentials and optional routing settings.

Case Sync

Case creation, message sync, and two-way webhooks.

Creatio overview

Capabilities, supported channels, and observability.

Troubleshooting

AI fields blank, wrong values, field name mismatch.