AI WhatsApp Support in Creatio

Pre-requisites
How conversations land in Creatio
Setting up
What the rep sees
Channel-specific details
Related Documentation

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

Pre-requisites

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

WhatsApp number connected — see Connect WhatsApp.
Creatio credentials saved and verified — see Connect Creatio.

How conversations land in Creatio

Setting up

Confirm WhatsApp is connected

In your OpenCX dashboard, confirm your WhatsApp number is listed and active. Send a test message and confirm the AI responds.

Confirm Creatio is connected

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

Trigger a test handoff

Send a WhatsApp message that causes the AI to escalate (e.g. “I need to speak with a person”). Alternatively, manually hand off the session from the Inbox.

Verify the case in Creatio

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

What the rep sees

A Creatio case with the conversation summary and customer’s WhatsApp contact info.
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 on WhatsApp.

Channel-specific details

24-hour messaging window

WhatsApp enforces a 24-hour window from the customer’s last message. If the rep replies after the window closes, the message may not be delivered. Respond promptly or use a WhatsApp-approved template message to re-open the window.

Media and attachments

Images, documents, and voice notes sent by the customer on WhatsApp are included in the conversation context. References to these appear in the case activities.

Contact identity

The customer’s WhatsApp 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.