> ## 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 Email Support in Creatio

> Route email conversations into Creatio as cases so your reps work them from their existing queue.

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.

## Pre-requisites

<Warning>
  **Set up email forwarding first.** Creatio handoff has nothing to route until inbound email is reaching OpenCX — start with [Connect Email](/email/forwarding) and come back here.
</Warning>

* **Email forwarding configured** — see [Connect Email](/email/forwarding).
* **Creatio credentials saved and verified** — see [Connect Creatio](/integrations/creatio/connect).

## How conversations land in Creatio

```mermaid theme={"dark"}
flowchart LR
  A[Customer emails your support address] --> B[AI replies from the same address]
  B --> C{AI can resolve?}
  C -- Yes --> D[Thread stays email-only]
  C -- No --> E[Handoff]
  E --> F[Creatio case created with email thread]
  F --> G[Rep replies — lands in customer inbox]
```

## Setting up

<Steps>
  <Step title="Confirm email forwarding works">
    Open [**Channels → AI Email**](https://platform.open.cx/channels/configure/mail) in the OpenCX dashboard. Your forwarding address should be listed and verified. Send a test email and confirm it reaches the [Inbox](https://platform.open.cx/inbox).
  </Step>

  <Step title="Confirm Creatio is connected">
    In [Settings → Integrations](https://platform.open.cx/settings/integrations), open **Creatio**. The status should show **Active**.
  </Step>

  <Step title="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](https://platform.open.cx/inbox).
  </Step>

  <Step title="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](/integrations/creatio/ai-fields) pre-populated
    * Assignment to the default owner or group (if configured)
  </Step>

  <Step title="Reply and verify sync">
    If you set up the [webhook business process](/integrations/creatio/case-sync#create-a-business-process-for-agent-replies), 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](https://platform.open.cx/inbox).
  </Step>
</Steps>

## 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](/integrations/creatio/case-sync#create-a-business-process-for-agent-replies)) reach the customer's email inbox.

## Channel-specific details

<AccordionGroup>
  <Accordion title="Case-append on returning contacts" icon="rotate">
    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.
  </Accordion>

  <Accordion title="Attachments" icon="paperclip">
    Attachments the customer sends by email are included in the conversation context. References to attachments appear in the case activities.
  </Accordion>

  <Accordion title="Email thread formatting" icon="align-left">
    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.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="AI Email Support" icon="envelope" href="/email/introduction">
    The channel itself — forwarding setup, flow, troubleshooting.
  </Card>

  <Card title="Connect Creatio" icon="plug" href="/integrations/creatio/connect">
    Credentials, optional settings, and verification.
  </Card>

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

  <Card title="Troubleshooting" icon="wrench" href="/integrations/creatio/troubleshooting">
    Cases not creating, replies missing, sync stuck.
  </Card>
</CardGroup>