> ## 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 Chat Widget in Creatio

> Route AI Chat Widget conversations into Creatio as cases with the full transcript attached.

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.

## Pre-requisites

<Warning>
  **Install the AI Chat Widget on your site first.** Creatio handoff has nothing to route until the widget is live — start with [Install Widget](/widget/install-widget) and come back here.
</Warning>

* **Widget installed and reachable** — see [Install Widget](/widget/install-widget).
* **Creatio credentials saved and verified** — see [Connect Creatio](/integrations/creatio/connect).

## How conversations land in Creatio

```mermaid theme={"dark"}
flowchart LR
  A[Visitor opens widget] --> B[AI answers]
  B --> C{AI can resolve?}
  C -- Yes --> D[Visitor closes the chat]
  C -- No --> E[Handoff]
  E --> F[Creatio case created with transcript]
  F --> G[Rep replies — lands in the widget]
```

## Setting up

<Steps>
  <Step title="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](/widget/install-widget) first.
  </Step>

  <Step title="Confirm Creatio is connected">
    In your [OpenCX dashboard](https://platform.open.cx/settings/integrations), open **Creatio**. The status should show **Active**. If not, complete the [Connect Creatio](/integrations/creatio/connect) setup.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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](/integrations/creatio/ai-fields) pre-populated
    * Assignment to the default owner or group (if configured)
  </Step>
</Steps>

## 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](https://platform.open.cx/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](/integrations/creatio/case-sync#create-a-business-process-for-agent-replies)) land back in the visitor's widget.

## Channel-specific details

<AccordionGroup>
  <Accordion title="Authenticated visitors vs anonymous visitors" icon="shield-check">
    When the widget passes a verified email via [widget authentication](/widget/authentication), the contact in OpenCX is matched by email. Anonymous visitors are tracked by session until they identify themselves.
  </Accordion>

  <Accordion title="Files visitors upload" icon="paperclip">
    Files uploaded in the widget are included in the conversation context. The content is referenced in the case activities.
  </Accordion>

  <Accordion title="Custom components still render on the visitor side" icon="bolt">
    When an AI action returns data rendered by a [custom component](/widget/custom-components), the visitor sees the richer UI. Your rep sees the underlying text in Creatio case activities.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="AI Chat Widget" icon="messages" href="/widget/introduction">
    The channel itself — install, configure, authenticate.
  </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>