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Widget conversations route through to Creatio as cases. When the AI hands off a chat, your rep picks it up as a case in Creatio with the full transcript and AI-filled fields already attached.

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Pre-requisites

Install the AI Chat Widget on your site first. Creatio handoff has nothing to route until the widget is live — start with Install Widget and come back here.

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How conversations land in Creatio

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Setting up

1

Confirm the widget is live

Open the page where you embedded the widget and send a test message. You should see the AI respond. If the widget does not load, walk through Install Widget first.
2

Confirm Creatio is connected

In your OpenCX dashboard, open Creatio. The status should show Active. If not, complete the Connect Creatio setup.
3

Trigger a test handoff

Send a message like “I want to talk to a human” in the widget. The AI should hand off the conversation.
4

Verify the case in Creatio

Open your Creatio instance. A new case should appear with:
  • The conversation summary as the case description
  • Each message logged as a case activity
  • Any AI-filled fields pre-populated
  • Assignment to the default owner or group (if configured)

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What the rep sees

  • A Creatio case with the conversation summary as the description.
  • The full transcript as individual activities on the case timeline.
  • AI-filled fields pre-populated on the fields you mapped at Settings → Integrations.
  • A View session in OpenCX link in the first activity — one click opens the full AI reasoning and handoff event.
  • Replies posted in Creatio (via the webhook business process) land back in the visitor’s widget.

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Channel-specific details

When the widget passes a verified email via widget authentication, the contact in OpenCX is matched by email. Anonymous visitors are tracked by session until they identify themselves.
Files uploaded in the widget are included in the conversation context. The content is referenced in the case activities.
When an AI action returns data rendered by a custom component, the visitor sees the richer UI. Your rep sees the underlying text in Creatio case activities.

AI Chat Widget

The channel itself — install, configure, authenticate.

Connect Creatio

Credentials, optional settings, and verification.

Creatio overview

Capabilities and supported channels.

Troubleshooting

Cases not creating, replies missing, sync stuck.