AI SMS Support in Creatio

Route SMS conversations into Creatio as cases so your reps work them from their existing queue.

SMS conversations route through to Creatio as cases. When the AI hands off, your rep picks up the case with the full message thread and AI-filled fields already attached.

Pre-requisites

Connect your SMS number first. Creatio handoff has nothing to route until SMS is live — start with Connect SMS and come back here.

• SMS number connected — see Connect SMS.
• Creatio credentials saved and verified — see Connect Creatio.

How conversations land in Creatio

Setting up

1. Confirm SMS is connected

   In your OpenCX dashboard, confirm your SMS number is listed and verified. Send a test message and confirm the AI responds.

2. Confirm Creatio is connected

   In Settings → Integrations, open Creatio. The status should show Active.

3. Trigger a test handoff

   Text your connected number with something the AI cannot resolve (e.g. “I need to speak with a person”). Alternatively, manually hand off the session from the Inbox.

4. Verify the case in Creatio

   A new case should appear with the conversation summary, activities for each message, and any AI-filled fields populated.

What the rep sees

• A Creatio case with the conversation summary and customer’s phone number.
• The full transcript as individual case activities.
• AI-filled fields pre-populated on mapped fields.
• A View session in OpenCX link in the first activity.
• Replies posted in Creatio (via the webhook business process) reach the customer as SMS messages.

Channel-specific details

Message length and segmentation

SMS messages longer than 160 characters are split into multiple segments by the carrier. Your rep’s reply from Creatio is delivered as a single logical message, but long replies may incur additional carrier costs.

10DLC and toll-free compliance

If you are sending SMS to US numbers, your number must be registered for 10DLC or toll-free verification. Non-compliant numbers may have messages filtered by carriers. See SMS Compliance.

Contact identity

The customer’s phone number is used to match or create a contact in OpenCX. If the same number maps to an existing contact, the case is linked to that contact record.

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Related Documentation

AI SMS Support

The channel itself — connect, configure, compliance.

Connect Creatio

Credentials, optional settings, and verification.

Creatio overview

Capabilities and supported channels.

Troubleshooting

Cases not creating, replies missing, sync stuck.