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Phone conversations route through to Creatio as cases. When the AI voice agent hands off or finishes a call, your rep picks up the case with the call transcript and AI-filled fields already attached.

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Pre-requisites

Create a phone agent first. Creatio handoff has nothing to route until a voice agent is live — start with Create a Phone Agent and come back here.

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How conversations land in Creatio

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Setting up

1

Confirm phone is connected

In your OpenCX dashboard, confirm your phone number is listed. Make a test call and confirm the AI voice agent answers.
2

Confirm Creatio is connected

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

Trigger a test handoff

Call your connected number and request a human agent. The AI should hand off the conversation.
4

Verify the case in Creatio

A new case should appear with the call transcript as activities and any AI-filled fields populated.

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What the rep sees

  • A Creatio case with the conversation summary.
  • The call transcript as case activities, showing what both the customer and the AI said.
  • AI-filled fields pre-populated on mapped fields.
  • A View session in OpenCX link in the first activity — one click opens the full session with audio playback (if recordings are enabled).

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Channel-specific details

The call transcript is finalized and attached to the Creatio case after the call ends. During a live transfer, the transcript up to the transfer point is attached; the remainder is added when the transferred call ends.
If the AI transfers the call to a human agent in real time, the customer stays on the line. If the AI logs the handoff without transferring, the call ends and a case is created for follow-up. The case indicates which path was taken.
If call recordings are enabled in OpenCX, the recording is accessible from the session link in the first case activity. Recordings are not uploaded directly to Creatio.

AI Phone Support

The channel itself — create agents, configure numbers, inbound and outbound.

Connect Creatio

Credentials, optional settings, and verification.

Creatio overview

Capabilities and supported channels.

Troubleshooting

Cases not creating, transcript missing, sync stuck.