> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# AI Fields

> Configure OpenCX to auto-fill Creatio case fields like priority, category, and custom fields based on conversation context.

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.

<Note>
  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.
</Note>

## How it works

<Steps>
  <Step title="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.
  </Step>

  <Step title="Customer chats with the AI">
    The conversation progresses normally. The AI resolves what it can.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## Adding a field mapping

Each mapping requires:

| Property           | Description                                           | Example            |
| ------------------ | ----------------------------------------------------- | ------------------ |
| **Field Name**     | The Creatio entity column name                        | `PriorityId`       |
| **Display Title**  | Human-readable label                                  | `Priority`         |
| **Field Type**     | `text` or `dropdown`                                  | `dropdown`         |
| **AI Description** | Instructions for the AI on how to determine the value | See examples below |

## Field types

<AccordionGroup>
  <Accordion title="Text fields" icon="font">
    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.
  </Accordion>

  <Accordion title="Dropdown fields" icon="list">
    Predefined values. Use for fields like priority, category, or any lookup column. The AI selects the best matching value from the options you describe. List every allowed value in the AI description so the AI picks from your actual options.
  </Accordion>
</AccordionGroup>

## 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.

<AccordionGroup>
  <Accordion title="Priority (dropdown)" icon="flag">
    ```
    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
    ```
  </Accordion>

  <Accordion title="Category (dropdown)" icon="tag">
    ```
    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
    ```
  </Accordion>

  <Accordion title="Order Number (text)" icon="hashtag">
    ```
    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.
    ```
  </Accordion>
</AccordionGroup>

## Good to know

<AccordionGroup>
  <Accordion title="Be explicit about every value" icon="bullseye">
    List every possible value and when to use it. The AI does not infer your categories — it picks from what you describe.
  </Accordion>

  <Accordion title="Handle ambiguous cases" icon="shield">
    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.
  </Accordion>

  <Accordion title="Field names are case-sensitive" icon="text-size">
    The field name must match the exact Creatio column name. `PriorityId` and `priorityid` are different. Check the column name in Creatio's object designer.
  </Accordion>

  <Accordion title="Changes take effect immediately" icon="bolt">
    Updating an AI description applies to the next handoff. No restart or redeployment needed. Existing cases are not affected.
  </Accordion>
</AccordionGroup>

## 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.

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Connect Creatio" icon="plug" href="/integrations/creatio/connect">
    Credentials and optional routing settings.
  </Card>

  <Card title="Case Sync" icon="arrows-rotate" href="/integrations/creatio/case-sync">
    Case creation, message sync, and two-way webhooks.
  </Card>

  <Card title="Creatio overview" icon="grid-2" href="/integrations/creatio/overview">
    Capabilities, supported channels, and observability.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/creatio/troubleshooting">
    AI fields blank, wrong values, field name mismatch.
  </Card>
</CardGroup>