Connect Creatio to WhatsApp, Instagram, TikTok and AI Chat
Yes. AeroChat writes directly into Creatio. It finds the contact, creates leads, moves opportunities, logs activities and opens cases in your Creatio through Creatio’s OData API, on WhatsApp, Instagram, web chat and every other channel your customers use.
If your sales or service team works in Creatio, AeroChat can answer leads and customers on WhatsApp, Instagram, Messenger, TikTok, Telegram, web chat or email and record what matters in Creatio as the conversation happens. It connects through Creatio’s public OData API. You describe the workflow in your own words, AeroChat builds it, and Creatio stays the place your team checks.
What you can do with Creatio and AeroChat
- Send WhatsApp leads to Creatio. A new enquiry becomes a lead in Creatio with the person’s name, phone, email, the channel they used, what they need and whether they agreed to be contacted.
- Recognise existing customers. AeroChat finds the contact in Creatio by phone number, greets them by name and uses what Creatio already holds, such as their account and owner.
- Qualify leads and move opportunities. AeroChat asks your qualifying questions, creates an opportunity for the contact and moves it to the next stage when the customer confirms what they want.
- Book a callback and log it. AeroChat checks the owner’s activities in Creatio, offers free times inside your working hours and creates the call as an activity in the owner’s Creatio calendar.
- Log a note or task after every chat. AeroChat adds a short summary of the conversation to the contact and creates a follow-up task for the owner with a due date.
- Open support cases from chat. When a customer reports a problem, AeroChat creates a case linked to their contact and gives them the case number.
- Answer “what’s happening with my case?”. AeroChat finds the case by its number or by the customer’s contact and replies with its current status.
What it looks like on WhatsApp
Customer: Hi, we need leasing for 12 delivery vans from January. Can someone send me a quote? (example)
AeroChat: Happy to help. Can I take your name, company and email so our team can prepare it? And is it OK for us to contact you about this quote?
Customer: Daniel Tan, Northline Logistics, daniel@example.com. Yes, that’s fine.
AeroChat: Thanks, Daniel. I’ve passed this to our fleet team. Would a call tomorrow at 10:00am or 3:30pm suit you to go through the details?
Customer: 3:30 works.
AeroChat: Booked. Mei Ling will call you tomorrow at 3:30pm.
In Creatio: a new lead for Daniel at Northline Logistics, source WhatsApp, with the need and his consent noted, and a call activity in Mei Ling’s calendar for tomorrow at 3:30pm.
Customer: Hello, it’s Sarah from Ridgeway Foods. We’re ready to go ahead with the 3-year plan we discussed. (example)
AeroChat: Great to hear, Sarah. I’ve let Wei Jie know and he’ll send the contract today. Is the delivery address still your Jurong site?
Customer: Yes, same address.
In Creatio: AeroChat found Sarah’s contact by phone number, moved the Ridgeway Foods opportunity to the next stage and created a task for Wei Jie to send the contract today.
Customer: Any update on case 00412? (example)
AeroChat: Case 00412 is in progress. Our service team is waiting on the replacement part and will update you as soon as it arrives.
In Creatio: nothing changes. AeroChat read the case status after checking the case belongs to this customer.
Works on every chat channel
Your leads and customers message you wherever they already are. The same Creatio connection and the same workflows run on every channel AeroChat supports, and Creatio stays the record whichever one they use.
| Channel | What your leads and customers can do |
|---|---|
| Message your WhatsApp Business number to ask for a quote, book a callback, confirm the next step on a deal, or raise and follow up a support case. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| TikTok | Send the same requests by TikTok direct message or TikTok Shop buyer chat. Both arrive in the same TikTok inbox. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Do the same from the chat on your website, without leaving the page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
AeroChat connects through Creatio’s public OData 4 API, documented at Creatio Academy. Through it, AeroChat reads, adds and updates the same records your team works with: contacts, accounts, leads, opportunities, activities and cases.
- What AeroChat reads from Creatio: contacts and accounts, record owners, leads, opportunities and their stages, activities in a user’s calendar, and cases with their number and status.
- What AeroChat writes to Creatio: new leads with the source and consent noted, new and updated contacts, new opportunities and stage changes, activities such as calls and tasks, notes, and new cases.
Creatio recommends OAuth 2.0 for outside apps. To connect, an admin in your Creatio generates OAuth 2.0 client credentials for AeroChat in the OAuth 2.0 integrated applications settings, tied to a Creatio user that has only the access the workflow needs. Copy the Client Id, the Client secret and your Creatio address. On Creatio cloud this works out of the box. On-site Creatio needs Creatio’s Identity Service deployed and connected first. Leads and opportunities come with Creatio’s sales product and cases with its service product, so the workflows that use them need that product in your Creatio.
You describe the workflow in your own words, for example “when someone asks for a quote, create a lead in Creatio with their details and book a call with the account owner”. AeroChat builds the workflow as a draft and asks for the Creatio credentials by name. You enter them in the AeroChat dashboard. They never pass through the conversation.
Workflows to copy
Seven ready-made workflows for Creatio. Copy one into AeroChat, add your Creatio credentials, and it runs on every channel.
1. Send a new chat lead to Creatio
Copy this into AeroChat
When someone new asks about our products or services, answer their question first from our knowledge base. Then ask for their name, company, email and what they need, and ask whether we may contact them about it. Search Creatio for a contact with that phone number or email. If there is none, create a lead in Creatio with their name, company, phone, email, the channel they used as the source, a short summary of what they need, and whether they agreed to be contacted. Tell them the team will follow up within one working day (example).
2. Recognise an existing customer
Copy this into AeroChat
When a message arrives, search Creatio for a contact with the phone number they are messaging from. If you find one, greet them by first name and read their account and owner. Use what you find to help, and never ask again for details Creatio already has. If they ask to speak to someone, hand the conversation to the contact’s owner in Creatio. Never share details of another contact or account.
3. Qualify a lead and move the opportunity
Copy this into AeroChat
When a lead asks for pricing or a proposal, ask our qualifying questions: how many units they need, when they want to start and who decides (example questions). Find their contact in Creatio by phone or email. If they have no open opportunity, create one linked to their contact and account, with the answers in the description. If they confirm they want to go ahead with an open opportunity, move it to the next stage and create a task for the owner to send the contract today. Never quote prices that are not in our knowledge base.
4. Book a callback and log it in Creatio
Copy this into AeroChat
When a lead or customer asks to speak to someone, find their contact in Creatio and read who owns it. Check that owner’s activities in Creatio for the next two working days (example) and offer up to three 30-minute times between 9:00am and 6:00pm (example) that do not overlap an existing activity. When they choose one, create a call activity in Creatio for that time, owned by that person and linked to the contact, with a one-line note of what they want to discuss. Confirm the day, time and who will call.
5. Log a note and a follow-up task after the chat
Copy this into AeroChat
At the end of every conversation with a known contact, add a note to their Creatio record with a two-line summary of what they asked and anything they said about budget or timing. If they asked for something the team must do, such as a brochure or a revised quote (example), create a task in Creatio for the contact’s owner, due the next working day, with the request in the title.
6. Open a support case from chat
Copy this into AeroChat
When a customer reports a problem, ask what happened, which product or service it is about and when it started. Find their contact in Creatio by phone number. Create a case in Creatio linked to that contact, with a short subject and the full description. Reply with the case number and tell them our service team will reply within one working day (example). If they say it is urgent, hand the conversation to the service team straight away.
7. Answer “what’s happening with my case?”
Copy this into AeroChat
When a customer asks about a case, ask for the case number if they have not given it. Find the case in Creatio and check that it belongs to the contact with the phone number they are messaging from. Reply with its current status in plain words. If there is no case under their contact, ask them to check the number. Never read out internal notes or another customer’s case.
Who uses it
Creatio runs sales and service for financial services firms, manufacturers, distributors and other B2B companies. These recipes fit the same work:
- B2B suppliers: quote requests and sales rep handover.
What stays in Creatio
AeroChat handles the conversation. Creatio stays the record: contacts, accounts, leads, opportunities, cases, calendars, business processes and reporting. Every record AeroChat creates appears in Creatio like any other, so your team works the same way and your Creatio processes still run on it. Keep working hours and calendars up to date in Creatio, so a free time there means the person really is free.
WhatsApp workflows that use Creatio
These end-to-end WhatsApp workflows run with Creatio behind them. See them all in the WhatsApp workflows library.
- WhatsApp CRM workflows
- WhatsApp Appointment Booking Connected to Your Calendar
- WhatsApp Win-Back Messages for Lapsed Customers
Questions
Does AeroChat work with Creatio?
Yes. It connects through Creatio’s public OData API with OAuth 2.0 client credentials you create in your own Creatio. It is not a Creatio product or listing.
Can WhatsApp leads go straight into Creatio?
Yes. When a lead gives their details in chat, AeroChat creates the lead in Creatio with the source and consent noted, and can book a callback with the owner in the same conversation.
Do I need a developer?
No. You describe the workflow, AeroChat builds it, and a Creatio admin creates the OAuth 2.0 credentials and enters them in the dashboard.
Which plan do I need?
Workflows via Skills are on every plan. Choose the plan by how many messages you get: Starter covers 500 AI responses a month, Growth 2,000 and Advanced 5,000. On the Creatio side, OAuth 2.0 works out of the box on Creatio cloud, and on-site Creatio needs Creatio’s Identity Service. The lead and opportunity workflows need Creatio’s sales product, and the case workflows need its service product.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Connect Creatio to your chat
Paste the lead recipe, add your Creatio credentials, and message your own number asking for a quote.
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