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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

ModeBehavior
On every conversation (default)A case is created when the first customer message arrives. Every message and AI reply is logged as an activity in real time.
On handoff onlyA case is created only when the AI escalates. Best for teams that want Creatio involved only for issues the AI cannot resolve.
Switch between modes in Settings → Integrations → Creatio → Create case only on handoff.

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What syncs in each direction

OpenCX to CreatioCreatio to OpenCX
Customer messages (as activities)Agent replies (via webhook)
AI replies (as activities)Case closure (via webhook)
Handoff summary, language, sentiment
AI-filled fields
Resolution status
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:
{
  "event_type": "new_activity",
  "caseId": "[#Case.Id#]"
}
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:
{
  "event_type": "case_closed",
  "caseId": "[#Case.Id#]"
}
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

Event typeWhen to sendWhat happens in OpenCX
new_activityAgent adds a reply to a caseThe reply is delivered to the customer on their original channel
case_closedCase status changes to resolved/closedThe OpenCX conversation is marked as resolved
case_updatedCase is modified (reserved for future use)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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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.