> ## 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 troubleshooting

> Debug Creatio connection, case creation, webhook, agent reply sync, and AI field issues.

Before debugging, have this ready:

* Your Creatio <Tooltip tip="The URL of your Creatio instance — e.g. https://yourcompany.creatio.com.">instance URL</Tooltip> and the OAuth <Tooltip tip="The Client ID and Client Secret generated when you created the OAuth 2.0 application in Creatio.">client credentials</Tooltip>.
* A specific <Tooltip tip="OpenCX's identifier for a single conversation thread. Visible in the Inbox URL.">session ID</Tooltip> (from [Inbox](https://platform.open.cx/inbox)) or Creatio case ID where the problem shows.
* The webhook URL shown in [Settings → Integrations](https://platform.open.cx/settings/integrations) → Creatio.

<Tip>
  Re-run **Test & Save** in [Settings → Integrations](https://platform.open.cx/settings/integrations) → Creatio as your first step. Most issues are credential or webhook related.
</Tip>

<Info>
  **Fastest path to root cause:** find the conversation in your [OpenCX Inbox](https://platform.open.cx/inbox) and check the session's AI reasoning, tool calls, and handoff event. That is far faster than inspecting business process logs.
</Info>

## Common scenarios

Jump to the symptom that matches what you are seeing.

### **"Invalid credentials" when saving**

<Tooltip tip="Usually caused by including a trailing slash in the Instance URL, a wrong Client ID or Secret, or the OAuth application using the wrong grant type.">Likely cause</Tooltip>: 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 (use `https://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**

<Tooltip tip="Either 'Create case only on handoff' is enabled and no handoff has occurred, or the OAuth application lacks permission to create Case records.">Likely cause</Tooltip>: 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](https://platform.open.cx/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](https://platform.open.cx/inbox). Also confirm the OAuth application has permissions to create and update Case records in Creatio.

### **Agent replies not reaching customers**

<Tooltip tip="The business process for agent replies is not set up or not active in Creatio's Process Library. Without it, OpenCX has no way to know when an agent replies.">Likely cause</Tooltip>: 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](https://platform.open.cx/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](/integrations/creatio/case-sync#create-a-business-process-for-agent-replies).

### **Case closure not syncing from Creatio to OpenCX**

<Tooltip tip="The business process for case closure is not set up, the status filter does not match the exact Creatio status name, or the case was not created by OpenCX.">Likely cause</Tooltip>: 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](/integrations/creatio/case-sync#create-a-business-process-for-case-closure).

### **AI fields blank after handoff**

<Tooltip tip="The field mapping is disabled, the field name does not match the Creatio column name exactly, or the AI description is too vague for the AI to commit to a value.">Likely cause</Tooltip>: mapping disabled, field name mismatch, or description too vague.

**Fix:** check field mappings in [Settings → Integrations](https://platform.open.cx/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](/integrations/creatio/ai-fields).

### **Webhook returns an error**

<Tooltip tip="A 401 means the webhook URL token is incorrect or expired. A 400 means the JSON body format is wrong — check that event_type and caseId are present.">Likely cause</Tooltip>: webhook URL token is stale or the request body is malformed.

**Fix:**

* `401` or `Invalid token`: copy the current webhook URL from [Settings → Integrations](https://platform.open.cx/settings/integrations) → Creatio and update the business process.
* `400` or `Bad Request`: confirm the JSON body includes both `event_type` (string) and `caseId` (string). See [webhook event reference](/integrations/creatio/case-sync#webhook-event-reference).

### **None of the above**

If your issue does not match any scenario above, [contact support](mailto:support@open.cx) 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 |

<Note>
  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.
</Note>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Connect Creatio" icon="plug" href="/integrations/creatio/connect">
    Re-verify credentials and connection settings.
  </Card>

  <Card title="Case Sync" icon="arrows-rotate" href="/integrations/creatio/case-sync">
    Re-verify webhook business processes.
  </Card>

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

  <Card title="Handoff settings" icon="user-group" href="/handoff/introduction">
    Global handoff rules and office hours.
  </Card>
</CardGroup>