> ## 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.

# Creatio overview

> Run Creatio as the case management surface your agents work in while OpenCX resolves, routes, and hands off conversations with full context.

OpenCX works alongside your agents inside Creatio. The AI resolves what it can, escalates what it can't, and files every <Tooltip tip="The point where the AI decides a conversation needs a human agent and transfers it with full context.">handoff</Tooltip> straight into a Creatio case your reps already work from — with conversation summary, customer details, and AI-filled fields attached. No separate inbox, no context rebuild.

<Tip>
  Setup starts at [**Settings → Integrations**](https://platform.open.cx/settings/integrations) in your OpenCX dashboard.
</Tip>

## What you get

<AccordionGroup>
  <Accordion title="Cases your reps pick up with full context" icon="ticket">
    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.
  </Accordion>

  <Accordion title="Two-way message sync between your customers and agents" icon="arrows-rotate">
    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.
  </Accordion>

  <Accordion title="AI-filled fields so your triage works on day one" icon="wand-magic-sparkles">
    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.
  </Accordion>

  <Accordion title="Flexible case creation modes" icon="sliders">
    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.
  </Accordion>

  <Accordion title="Two-way resolution sync" icon="circle-check">
    Resolving a conversation in OpenCX closes the Creatio case. Resolving a case in Creatio closes the OpenCX conversation. Neither system gets out of sync.
  </Accordion>
</AccordionGroup>

## 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.

<CardGroup cols={2}>
  <Card title="AI Chat Widget" icon="comments" href="/integrations/creatio/channels/widget">
    Live chat handoff into a Creatio case with the full transcript.
  </Card>

  <Card title="AI WhatsApp Support" icon="whatsapp" href="/integrations/creatio/channels/whatsapp">
    WhatsApp threads handed off as Creatio cases.
  </Card>

  <Card title="AI SMS Support" icon="comment-sms" href="/integrations/creatio/channels/sms">
    SMS conversations handed off as Creatio cases.
  </Card>

  <Card title="AI Phone Support" icon="phone" href="/integrations/creatio/channels/phone">
    Voice conversations with transcript attached to a Creatio case.
  </Card>

  <Card title="AI Email Support" icon="envelope" href="/integrations/creatio/channels/email">
    Email threads handed off as Creatio cases.
  </Card>
</CardGroup>

## 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.

<AccordionGroup>
  <Accordion title="Session linked to every case" icon="fingerprint">
    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?"
  </Accordion>

  <Accordion title="Back-link to OpenCX in the first activity" icon="link">
    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.
  </Accordion>

  <Accordion title="Every message logged as a case activity" icon="list">
    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.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Connect Creatio" icon="plug" href="/integrations/creatio/connect">
    Credentials, optional settings, and verification.
  </Card>

  <Card title="Case Sync" icon="arrows-rotate" href="/integrations/creatio/case-sync">
    Case creation, message sync, and two-way webhooks.
  </Card>

  <Card title="Channels" icon="grid-2" href="/integrations/creatio/channels/widget">
    Per-channel implementation details.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/creatio/troubleshooting">
    Cases not creating, replies missing, sync stuck.
  </Card>
</CardGroup>