> ## 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 SMS Support in Creatio

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

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.

## Pre-requisites

<Warning>
  **Connect your SMS number first.** Creatio handoff has nothing to route until SMS is live — start with [Connect SMS](/sms/connect-sms) and come back here.
</Warning>

* **SMS number connected** — see [Connect SMS](/sms/connect-sms).
* **Creatio credentials saved and verified** — see [Connect Creatio](/integrations/creatio/connect).

## How conversations land in Creatio

```mermaid theme={"dark"}
flowchart LR
  A[Customer texts your number] --> B[AI replies via SMS]
  B --> C{AI can resolve?}
  C -- Yes --> D[Conversation ends]
  C -- No --> E[Handoff]
  E --> F[Creatio case created with transcript]
  F --> G[Rep replies — lands as SMS]
```

## Setting up

<Steps>
  <Step title="Confirm SMS is connected">
    In your [OpenCX dashboard](https://platform.open.cx/channels/sms), confirm your SMS number is listed and verified. Send a test message and confirm the AI responds.
  </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">
    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](https://platform.open.cx/inbox).
  </Step>

  <Step title="Verify the case in Creatio">
    A new case should appear with the conversation summary, activities for each message, and any AI-filled fields populated.
  </Step>
</Steps>

## 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](/integrations/creatio/case-sync#create-a-business-process-for-agent-replies)) reach the customer as SMS messages.

## Channel-specific details

<AccordionGroup>
  <Accordion title="Message length and segmentation" icon="scissors">
    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.
  </Accordion>

  <Accordion title="10DLC and toll-free compliance" icon="flag">
    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](/sms/compliance).
  </Accordion>

  <Accordion title="Contact identity" icon="user">
    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.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="AI SMS Support" icon="comment-sms" href="/sms/introduction">
    The channel itself — connect, configure, compliance.
  </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>