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

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Pre-requisites

Connect your SMS number first. Creatio handoff has nothing to route until SMS is live — start with Connect SMS and come back here.

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How conversations land in Creatio

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Setting up

1

Confirm SMS is connected

In your OpenCX dashboard, confirm your SMS number is listed and verified. Send a test message and confirm the AI responds.
2

Confirm Creatio is connected

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

Trigger a test handoff

Text your connected number with something the AI cannot resolve (e.g. “I need to speak with a person”). Alternatively, manually hand off the session from the Inbox.
4

Verify the case in Creatio

A new case should appear with the conversation summary, activities for each message, and any AI-filled fields populated.

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What the rep sees

  • A Creatio case with the conversation summary and customer’s phone number.
  • The full transcript 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 as SMS messages.

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Channel-specific details

SMS messages longer than 160 characters are split into multiple segments by the carrier. Your rep’s reply from Creatio is delivered as a single logical message, but long replies may incur additional carrier costs.
If you are sending SMS to US numbers, your number must be registered for 10DLC or toll-free verification. Non-compliant numbers may have messages filtered by carriers. See SMS Compliance.
The customer’s phone number is used to match or create a contact in OpenCX. If the same number maps to an existing contact, the case is linked to that contact record.

AI SMS Support

The channel itself — connect, configure, compliance.

Connect Creatio

Credentials, optional settings, and verification.

Creatio overview

Capabilities and supported channels.

Troubleshooting

Cases not creating, replies missing, sync stuck.