What you get
Cases your reps pick up with full context
Cases your reps pick up with full context
When the AI escalates, OpenCX creates a Creatio case with the conversation summary as the description and every message logged as an activity. Your rep opens a case that already has everything they need — no copy-pasting from another tool.
Two-way message sync between your customers and agents
Two-way message sync between your customers and agents
Customer messages and AI replies flow into Creatio as case activities. When your agent replies in Creatio, the message travels back to the customer on whatever channel they wrote in — widget, WhatsApp, email, SMS, or phone.
AI-filled fields so your triage works on day one
AI-filled fields so your triage works on day one
Map any Creatio case field to a short description of what it represents. On handoff, OpenCX picks the value — dropdowns stay inside your existing options, text fields get structured strings. Your saved views, queues, and reports work without manual classification.
Flexible case creation modes
Flexible case creation modes
Choose whether Creatio cases are created on every conversation (for full audit trails) or only when the AI escalates (for teams that want Creatio involved only on handoffs). Switch between modes from the dashboard without code changes.
Two-way resolution sync
Two-way resolution sync
Resolving a conversation in OpenCX closes the Creatio case. Resolving a case in Creatio closes the OpenCX conversation. Neither system gets out of sync.
Supported channels
Pick the channel you want to wire through Creatio — each page covers the implementation details for that channel on top of the shared setup.AI Chat Widget
Live chat handoff into a Creatio case with the full transcript.
AI WhatsApp Support
WhatsApp threads handed off as Creatio cases.
AI SMS Support
SMS conversations handed off as Creatio cases.
AI Phone Support
Voice conversations with transcript attached to a Creatio case.
AI Email Support
Email threads handed off as Creatio cases.
Observability
Every conversation OpenCX hands to Creatio is traceable from the Creatio side back to the exact OpenCX session. Your reps debug in the tool they already work in; your admins audit without re-running the AI.Session linked to every case
Session linked to every case
OpenCX stores the session ID on each Creatio case it creates. Searching cases by this identifier surfaces the exact OpenCX conversation — useful when a rep needs to know “which conversation produced this case?”
Back-link to OpenCX in the first activity
Back-link to OpenCX in the first activity
The first activity on every OpenCX-created case includes a View session in OpenCX link. One click opens the full transcript, tool calls, AI reasoning, and handoff event in your OpenCX Inbox — no case-ID lookup required.
Every message logged as a case activity
Every message logged as a case activity
Customer messages, AI replies, and handoff summaries are each logged as individual activities on the Creatio case. Your reps see the full conversation timeline without leaving Creatio.
Related Documentation
Connect Creatio
Credentials, optional settings, and verification.
Case Sync
Case creation, message sync, and two-way webhooks.
Channels
Per-channel implementation details.
Troubleshooting
Cases not creating, replies missing, sync stuck.