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Once connected, OpenCX creates and updates Creatio cases as conversations progress. This page covers what happens automatically and what requires a Creatio business process on your side.

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How case creation works

When triggers, OpenCX:
  1. Creates a case in your Creatio instance with the session ID, conversation summary, and customer details.
  2. Logs the full transcript as case activities — one activity per message.
  3. Auto-fills any fields you’ve mapped.
  4. Assigns to the Default Case Owner or Default Case Group if configured.
If a case already exists for this conversation, the handoff note is added as a new activity instead of creating a duplicate.

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Case creation modes

Switch between modes in Settings → Integrations → Creatio → Create case only on handoff.

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What syncs in each direction

Creatio-to-OpenCX sync requires business processes you configure in Creatio. Without them, the integration is one-directional — OpenCX writes to Creatio, but agent replies and case closures do not flow back.

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Setting up two-way sync

Two-way sync lets your agents reply from Creatio and have those replies reach the customer, and lets case closures in Creatio resolve the OpenCX conversation. Both require a Creatio that sends an HTTP request to OpenCX.

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Get your webhook URL

1

Open integration settings

In your OpenCX dashboard, go to Settings → Integrations → Creatio.
2

Copy the webhook URL

Your unique webhook URL is displayed on the integration page. Copy it — you will paste it into the Creatio business processes below.
This URL contains a secret token. Do not share it publicly.

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Create a business process for agent replies

This process fires when an agent adds a reply to a case, delivering the message to the customer through their original channel.
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: Match how your agents add replies (e.g. Type = Task or Type = Email)
Filter by the activity’s parent case to avoid triggering on unrelated activities.
3

Add a web service call

Drag in a Call web service element and configure:
  • URL: Paste your OpenCX webhook URL
  • Method: POST
  • Content Type: application/json
  • Request body:
Replace [#Case.Id#] with the process parameter referencing 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 a reply to a case created by OpenCX — the message should appear in the customer’s chat within seconds.

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Create a business process for case closure

This process fires when a case is resolved in Creatio, closing the matching OpenCX conversation.
1

Create a new process

Add another process in the Process Library.
2

Set the trigger

Add a Signal start event:
  • Object: Case
  • Event: After record modified
  • Filter: Status = Resolved (match your resolved status name exactly)
3

Add a web service call

Configure:
  • URL: Your OpenCX webhook URL
  • Method: POST
  • Content Type: application/json
  • Request body:
4

Save and activate

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

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Webhook event reference

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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Verify webhooks

1

Test agent reply sync

Have an agent add a reply to a case that was created by OpenCX. Confirm the message appears in the customer’s chat.
2

Test case closure sync

Resolve a case in Creatio. Confirm the corresponding conversation in OpenCX is marked as resolved.

Connect Creatio

Credentials, optional routing settings, and verification.

AI Fields

Auto-fill case fields from conversation context.

Creatio overview

Capabilities, supported channels, and observability.

Troubleshooting

Webhook errors, replies not syncing, case closure issues.