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One-time setup: create an OAuth application in Creatio, enter your credentials in OpenCX, configure optional case routing, and verify.
Setup takes about 15 minutes. You need admin access on both sides — your Creatio instance and your OpenCX organization.

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Before you start

The integration creates cases in Creatio’s Service module. Confirm your instance has it enabled (e.g. https://yourcompany.creatio.com).
You need to create an OAuth 2.0 application and confirm API access to the Case entity. Standard agent roles cannot reach these settings.
Required to save integration settings in Settings → Integrations.

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Setup

1

Create an OAuth 2.0 application in Creatio

In your Creatio instance, navigate to System Designer → OAuth 2.0 integrated applications.
  1. Click Add application.
  2. Set the Name to OpenCX Integration.
  3. Set the Grant Type to Client Credentials.
  4. Leave Redirect URI blank — not needed for client credentials.
  5. Save. Creatio displays the Client ID and Client Secret.
  6. Copy both values immediately.
The client secret is only shown once. If you lose it, you need to regenerate it.
2

Open Creatio settings in OpenCX

In your OpenCX dashboard, go to Settings → Integrations and select Creatio.
3

Enter your credentials

FieldValue
Instance URLYour Creatio URL (e.g. https://yourcompany.creatio.com). Do not include a trailing slash.
Client IDFrom the OAuth application you just created.
Client SecretFrom the OAuth application you just created.
4

Configure optional settings

These are optional but recommended for teams that want automated case routing:
FieldWhat it does
Default Case Owner IDCreatio Contact GUID. Cases are assigned to this person on creation.
Default Case Group IDCreatio Group GUID. Cases are assigned to this group for team-based routing.
Resolved Status IDCreatio CaseStatus GUID used when OpenCX resolves a conversation. Required for two-way resolution sync.
Create case only on handoffWhen enabled, cases are only created when the AI escalates — not on every conversation.
To find GUIDs, use Creatio’s built-in lookup pages or query the relevant entity. For example, case statuses are at https://yourcompany.creatio.com/0/odata/CaseStatus.
5

Verify and save

Click Test & Save. OpenCX authenticates with Creatio using your credentials. If the test passes, the connection is active.If it fails, jump to Troubleshooting.

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Rotating credentials

Regenerating the OAuth client secret in Creatio invalidates the old one immediately. To rotate:
  1. Generate a new client secret in Creatio’s OAuth application settings.
  2. Update the secret in Settings → Integrations → Creatio.
  3. Click Test & Save to confirm the new credentials work.

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Disconnecting

In OpenCX, open the Creatio integration and click Disconnect. Cases created while the integration was active remain untouched in Creatio.

Case Sync

How cases are created, what syncs, and how to set up two-way webhooks.

AI Fields

Auto-fill case fields from conversation context.

Creatio overview

Capabilities, supported channels, and observability.

Troubleshooting

Credential errors, cases not creating, sync failures.