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Email conversations route through to Creatio as cases. When the AI hands off an email thread, your rep picks up the case with the full email history and AI-filled fields already attached.

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Pre-requisites

Set up email forwarding first. Creatio handoff has nothing to route until inbound email is reaching OpenCX — start with Connect Email and come back here.

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How conversations land in Creatio

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Setting up

1

Confirm email forwarding works

Open Channels → AI Email in the OpenCX dashboard. Your forwarding address should be listed and verified. Send a test email and confirm it reaches the Inbox.
2

Confirm Creatio is connected

In Settings → Integrations, open Creatio. The status should show Active.
3

Trigger a test handoff

Send a test email to your connected address and respond with something that causes the AI to escalate. Alternatively, manually hand off the session from the Inbox.
4

Verify the case in Creatio

A new case should appear with:
  • The conversation summary as the case description
  • The full email thread as case activities
  • Any AI-filled fields pre-populated
  • Assignment to the default owner or group (if configured)
5

Reply and verify sync

If you set up the webhook business process, have an agent reply on the case in Creatio. Confirm the reply arrives in the customer’s email inbox and shows as an agent message in the OpenCX Inbox.

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What the rep sees

  • A Creatio case with the conversation summary as the description.
  • The full email thread as individual case activities.
  • AI-filled fields pre-populated on mapped fields.
  • A View session in OpenCX link in the first activity.
  • Replies posted in Creatio (via the webhook business process) reach the customer’s email inbox.

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Channel-specific details

If the same contact sends another email before the case is closed, OpenCX appends to the existing case instead of creating a new one. Your reps keep context in a single case.
Attachments the customer sends by email are included in the conversation context. References to attachments appear in the case activities.
Each email in the thread is logged as a separate activity on the Creatio case. Quoted reply text is trimmed so activities show only the new content from each message.

AI Email Support

The channel itself — forwarding setup, flow, troubleshooting.

Connect Creatio

Credentials, optional settings, and verification.

Creatio overview

Capabilities and supported channels.

Troubleshooting

Cases not creating, replies missing, sync stuck.