- Your Creatio and the OAuth .
- A specific (from Inbox) or Creatio case ID where the problem shows.
- The webhook URL shown in Settings → Integrations → Creatio.
Fastest path to root cause: find the conversation in your OpenCX Inbox and check the session’s AI reasoning, tool calls, and handoff event. That is far faster than inspecting business process logs.
Common scenarios
Jump to the symptom that matches what you are seeing.”Invalid credentials” when saving
: wrong Instance URL format, expired or incorrect client secret, or the OAuth application is not using the Client Credentials grant type. Fix: confirm the Instance URL does not have a trailing slash (usehttps://yourcompany.creatio.com, not https://yourcompany.creatio.com/). Regenerate the client secret in Creatio’s OAuth application settings if needed. Confirm the grant type is Client Credentials.
Cases not being created
: handoff-only mode is enabled and the AI resolved the conversation, or the OAuth application lacks API access to the Case entity. Fix: check Settings → Integrations → Creatio. If Create case only on handoff is enabled, cases are created only when the AI escalates. To test, trigger a handoff manually from the Inbox. Also confirm the OAuth application has permissions to create and update Case records in Creatio.Agent replies not reaching customers
: the webhook business process is missing, inactive, or misconfigured. Fix: verify the business process is Active in Creatio’s Process Library. Check that the webhook URL matches the one shown in Settings → Integrations → Creatio. Confirm the Activity filter matches how your agents add replies. Check the process execution log in Creatio for errors. See Case Sync — business process for agent replies.Case closure not syncing from Creatio to OpenCX
: business process missing or inactive, or the status filter does not match exactly. Fix: confirm the case closure business process is active. Verify the status filter matches your resolved/closed status name exactly (case-sensitive). Confirm the case being resolved was originally created by OpenCX — it must have a matching session for the closure to sync. See Case Sync — business process for case closure.AI fields blank after handoff
: mapping disabled, field name mismatch, or description too vague. Fix: check field mappings in Settings → Integrations → Creatio. Enable the mapping if disabled. Confirm the field name matches the exact Creatio column name (case-sensitive). Tighten the AI description with explicit values and clear criteria. See AI Fields.Webhook returns an error
: webhook URL token is stale or the request body is malformed. Fix:401orInvalid token: copy the current webhook URL from Settings → Integrations → Creatio and update the business process.400orBad Request: confirm the JSON body includes bothevent_type(string) andcaseId(string). See webhook event reference.
None of the above
If your issue does not match any scenario above, contact support with:- Your OpenCX organization name
- The session ID or Creatio case ID
- A description of what you expected vs what happened
Limits and timing
| Value | |
|---|---|
| Case creation | Within seconds of handoff |
| Activity logging | Real time as messages are sent |
| Webhook processing timeout | 10 seconds |
| AI field evaluation | At handoff — adds a few seconds to case creation |
OpenCX retries on transient Creatio API failures but does not indefinitely retry past rate limits. If your Creatio instance is experiencing downtime, some events may be missed. Check Creatio’s process execution logs for failed deliveries.
Related Documentation
Connect Creatio
Re-verify credentials and connection settings.
Case Sync
Re-verify webhook business processes.
Channels
Per-channel implementation details.
Handoff settings
Global handoff rules and office hours.