> ## 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 WhatsApp Support in Creatio

> Route WhatsApp conversations into Creatio as cases so your reps continue working from their existing queue.

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

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

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

## How conversations land in Creatio

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

## Setting up

<Steps>
  <Step title="Confirm WhatsApp is connected">
    In your [OpenCX dashboard](https://platform.open.cx/channels), confirm your WhatsApp number is listed and active. 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">
    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](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 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](/integrations/creatio/case-sync#create-a-business-process-for-agent-replies)) reach the customer on WhatsApp.

## Channel-specific details

<AccordionGroup>
  <Accordion title="24-hour messaging window" icon="clock">
    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.
  </Accordion>

  <Accordion title="Media and attachments" icon="image">
    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.
  </Accordion>

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

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="AI WhatsApp Support" icon="whatsapp" href="/whatsapp/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>