Open and Track Creatio Cases from WhatsApp

Yes. AeroChat writes directly into Creatio. It opens a case linked to the customer’s contact in your Creatio while they are still in the chat, and answers later status questions by reading that case from Creatio.

This recipe turns problem reports in chat into Creatio cases, and answers “any update?” without anyone in your service team stopping to look it up. Part of connecting Creatio to WhatsApp and AI chat.

What happens today

Customers send problems on WhatsApp because it is quicker than a form. Someone on the team copies the details into a Creatio case when they get a moment, often with half the information. Then the same customer messages again asking for an update, and someone has to open Creatio, find the case and type a reply. The case number never reaches the customer, so every follow-up starts from scratch.

The flow that works

AeroChat asks what happened, which product or service it is about and when it started.
It finds the customer’s contact in Creatio by phone number.
It creates a case linked to that contact, with a subject and the full description.
It replies with the case number and what happens next.
When the customer asks for an update later, it reads the case status from Creatio and replies.

What it looks like on WhatsApp

Customer: Our card terminal at the Tampines outlet keeps rejecting payments since this morning. (example)

AeroChat: Sorry about that. Is it rejecting every card, or only some? And is the screen showing an error code?

Customer: Every card. It says E-204.

AeroChat: Thanks. I’ve opened case 00527 for you and marked it as affecting payments. Our service team will reply within two hours.

In Creatio: a new case 00527 linked to the customer’s contact and account, with the outlet, the error code and “every card rejected since this morning” in the description.

Customer (next day): Any update on 00527?

AeroChat: Case 00527 is resolved. A replacement terminal was sent out this morning.

In Creatio: nothing changes. AeroChat read the case status after checking the case belongs to this customer.

The recipe

Copy this into AeroChat

When a customer reports a problem, follow these steps.

Ask what happened, which product, service or site it affects, and when it started. Ask for any error message or order number (example) if they have one.

Find their contact in Creatio by the phone number they are messaging from. If there is none, ask for their name, company and email and create the contact.

Create a case in Creatio linked to the contact and their account, with a short subject and the full description in their own words.

Reply with the case number and tell them our service team will reply within one working day (example). If they say the problem stops them trading, tell them it is marked urgent and hand the conversation to the service team straight away.

When a customer asks about an existing case, ask for the case number if they have not given it. Find the case in Creatio and check it belongs to the contact with the phone number they are messaging from. Reply with its current status in plain words. Never read out internal notes, never promise a fix date that is not on the case, and never share another customer’s case. Reply in the customer’s language.

Change the reply times and what counts as urgent to match your service levels before you paste it.

What to connect

Creatio. An admin generates OAuth 2.0 client credentials for AeroChat in the OAuth 2.0 integrated applications settings, tied to a user that can read and create contacts and read and create cases. Copy the Client Id, Client secret and your Creatio address, and paste them in when AeroChat asks. Cases come with Creatio’s service product. On-site Creatio needs Creatio’s Identity Service first.
Your knowledge base. Upload your troubleshooting steps and service policies so AeroChat can solve simple problems before it opens a case.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Creatio, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Creatio’s public documentation, the checklist asks you to check it once against the current docs.

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.

What you still decide

Which problems AeroChat tries to solve first and which go straight to a case.
What counts as urgent, and who gets the handover.
Which case statuses customers see, and the words used for each.

The result to expect

Every problem reported in chat becomes a complete Creatio case with the customer’s own description, and customers get a case number straight away. Status questions are answered from Creatio at any hour, so your service team spends its time on the cases, not on updates.

Measure it with your own numbers: cases opened from chat, and status questions answered without a person, for a month before and after.

Next: send WhatsApp leads to Creatio.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Creatio connection behind it. See what each channel does on the Creatio integration page.

Open your first Creatio case from chat

Paste the recipe, add your Creatio credentials, and message your own number with a test problem.

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