> ## 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 Phone Support in Creatio

> Route phone conversations into Creatio as cases with the call transcript attached.

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.

## Pre-requisites

<Warning>
  **Create a phone agent first.** Creatio handoff has nothing to route until a voice agent is live — start with [Create a Phone Agent](/phone/create-agent) and come back here.
</Warning>

* **Phone agent created and a number assigned** — see [Create a Phone Agent](/phone/create-agent).
* **Creatio credentials saved and verified** — see [Connect Creatio](/integrations/creatio/connect).

## How conversations land in Creatio

```mermaid theme={"dark"}
flowchart LR
  A[Customer calls your number] --> B[AI voice agent answers]
  B --> C{AI can resolve?}
  C -- Yes --> D[Call ends]
  C -- No --> E[Handoff]
  E --> F[Creatio case created with transcript]
  F --> G[Rep follows up from Creatio]
```

## Setting up

<Steps>
  <Step title="Confirm phone is connected">
    In your [OpenCX dashboard](https://platform.open.cx/settings/phone-numbers), confirm your phone number is listed. Make a test call and confirm the AI voice agent answers.
  </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">
    Call your connected number and request a human agent. The AI should hand off the conversation.
  </Step>

  <Step title="Verify the case in Creatio">
    A new case should appear with the call transcript as activities and any AI-filled fields populated.
  </Step>
</Steps>

## 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).

## Channel-specific details

<AccordionGroup>
  <Accordion title="Transcript timing" icon="clock">
    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.
  </Accordion>

  <Accordion title="Live transfer vs logged handoff" icon="phone-arrow-right">
    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.
  </Accordion>

  <Accordion title="Recordings" icon="microphone">
    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.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="AI Phone Support" icon="phone" href="/phone/introduction">
    The channel itself — create agents, configure numbers, inbound and outbound.
  </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, transcript missing, sync stuck.
  </Card>
</CardGroup>