The Creatio integration enhances the Dialpad agent experience by automatically connecting inbound and outbound calls to lead records in Creatio. When a call arrives, the system searches for a lead whose phone number matches the caller's across the MobilePhone and BusinessPhone fields. If a matching lead is found, the agent's browser is automatically popped to that lead's edit page. If no lead exists, one is created automatically, so no contact is ever missed.
Additionally, call logging can be enabled to happen automatically after hangup, creating an Activity record in Creatio linked to the matched lead. The activity is progressively enriched as AI features are completed, including call disposition and an AI-generated recap summary.
This set of features aims to boost agent productivity by automating repetitive tasks, enabling agents to focus on the conversation rather than manual data entry.
Who can use this
The Creatio integration is available as an add-on for all Dialpad plans (Connect and Support) through Professional Services. Contact your Dialpad account team to get started.
Creation can be enabled at the following levels:
Company level: All calls across the company will trigger the integration features.
Office level: Only calls routed through a specific office will trigger the integration features.
Contact Center level: Only calls routed through a specific contact center will trigger the integration features.
Let’s dive into the details.
Enable Creatio in Dialpad
Before you can use Creatio in Dialpad, you must enable the integration first.
To enable Creatio in Dialpad, go to your Dialpad Admin Settings.
Select My Company
Select Integrations
Navigate to the AI Event Hub integration
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Select Options > Manage Extension
Select the Enable the feature option
Select Save changes
Go back to the Integrations page and navigate to AI Event Hub
Select Options > Connect / Reconnect
Select Creatio as the CRM
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Select Next
Select the connection to use for this enablement
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Note
You can create a new connection or reuse an existing one. To create a new connection, select Create New Connection.
Enter these credentials:
Base URL
The base URL of your Creatio instance.
Client ID
Your Creatio OAuth2 client ID.
Client Secret
Your Creatio OAuth2 client secret.
Note
The integration authenticates with Creatio using OAuth2 client credentials. Tokens are managed and refreshed automatically by the system. Reach out to your Creatio administrator to generate a set of OAuth2 credentials for the integration.
Once the connection is created and selected, select Next
On the configuration screen, select Add Configuration
Enter these details:
Parameter
Description
Required
Type ID
Creatio Activity type ID to assign to logged call activities
Yes (for call logging)
Activity Category ID
Creatio Activity category ID to assign to logged call activities
Yes (for call logging)
Status ID
Creatio Activity status ID to assign to logged call activities
Yes (for call logging)
Result ID
Creatio Activity result ID to assign to logged call activities
Yes (for call logging)
Call Direction ID
Creatio Activity call direction ID to assign to logged call activities. It is required for Activity creation, activity will have the title as the direction of the call.
Yes (for call logging)
Default Creatio User ID
Fallback Creatio user ID used as the activity author when the answering agent's email cannot be matched in Creatio. If not set, the API credentials user will be used.
No (Recommended)
Enable Task Queue
When enabled, call logging executes ~3 minutes after hangup via task queue for higher consistency with AI features
No (Recommended)
Select Review, then select Finish
That's it! The integration is now active. Depending on your enabled features, agents will automatically see screen pops and/or call logs created in Creatio for every applicable call.
Using Creatio in Dialpad
The integration is fully automated — no action is required from agents. It becomes effective immediately after enablement for all applicable calls.
Screen Pop
When a call arrives on an enabled Dialpad target, the system looks up the caller's phone number in Creatio Leads, searching both the MobilePhone and BusinessPhone fields.
Single lead match | The agent's browser is automatically popped to that lead's edit page. |
Multiple leads match | The agent's browser is popped to the general Leads section so the agent can manually identify the correct record. |
No lead found | A new lead is automatically created using the caller's phone number and Dialpad contact name, and the browser is popped to the new lead's edit page. |
Call Logging
After a call ends, the system automatically creates an Activity record in Creatio linked to the matched lead. The activity is progressively updated as AI features are completed and includes:
Call direction title
AI recap summary (when available)
Call dispositions (when available)
The activity author is determined by matching the answering agent's Dialpad email address to a Creatio SysAdminUnit record. If no match is found, the default_creatio_user_id is used as a fallback. Agent ID lookups are cached for performance.
Note
If multiple leads match the caller's phone number, call logging is dropped, and no activity record is created. Screen pop will still navigate the agent to the Leads section.
Task Queue (Recommended)
Enabling the Task Queue option delays call logging by approximately 3 minutes after hangup. This is recommended when AI features such as disposition capture and AI recap summaries are in use, as it allows those features more time to complete before the activity is written to Creatio.
Troubleshooting
Screen pop is not triggering
Verify that AI Event Hub is active on the target (company, office, or call center) and that the integration is enabled. Confirm the call was received on an enabled Dialpad target. Also, check your browser's pop-up and redirect permissions for the Dialpad.com domain.
A call log was not created after the call ended
If Task Queue is enabled, the log is created approximately 3 minutes post-hangup. Also, confirm that the caller's phone number matched exactly one lead in Creatio — if multiple leads matched, call logging is intentionally dropped.
A new lead is being created even though the caller already exists in Creatio
This typically means the existing lead record does not have the caller's phone number stored in the MobilePhone or BusinessPhone field, or the number is in a different format. Ensure phone numbers in Creatio are stored in E.164 format (e.g., +15551234567).
The call log activity is being created with the wrong author
The system attempts to match the answering agent's email to a Creatio SysAdminUnit record. If no match is found, it falls back to the default_creatio_user_id. Verify that your agents' Dialpad email addresses match their Creatio user records, and that a valid default_creatio_user_id is configured.
Authentication errors or token failures
Confirm that the Client ID and Client Secret stored in the connection are correct and that the OAuth2 client in Creatio has not been revoked or expired. Token refresh is handled automatically by the system once valid credentials are in place.
Frequently Asked Questions
What Dialpad levels does this integration support?
The Creatio integration can be enabled at the company, office, or call center level. The scope of calls processed depends on where the integration is enabled.
What happens if multiple leads in Creatio share the same phone number?
For screen pop, the agent's browser is navigated to the general Leads section so the agent can manually identify the correct record. For call logging, the event is dropped, and no Activity is created. It is important to keep lead phone numbers unique and up to date in Creatio.
What happens if no lead matches the caller's phone number?
The system automatically creates a new Creatio Lead using the caller's phone number and the Dialpad contact name, then pops the agent's browser to the newly created lead.
Which fields in Creatio are searched for the caller's phone number?
The integration searches the MobilePhone and BusinessPhone fields on Creatio Lead records.
How is the call log activity author determined?
The system matches the answering agent's Dialpad email address to a Creatio SysAdminUnit record. If a match is found, that user is set as the activity author. If no match is found, the configured default_creatio_user_id is used as a fallback.
How long does it take for a call log to appear in Creatio?
If Task Queue is enabled, call logging happens approximately 3 minutes after hangup to allow time for AI features to complete. Without the Task Queue, logging happens immediately at hangup.
What credentials are required to set up the integration?
You will need the base URL of your Creatio instance, an OAuth2 Client ID, and an OAuth2 Client Secret. Contact your Creatio administrator to generate dedicated OAuth2 credentials for the integration.
Can I ask my CSM/PM to proxy the admin configuration for me?
No. Enablement must be performed by an admin of your company or office and cannot be proxied.
Is any configuration required on the Creatio side?
The integration is Dialpad-sided. However, for the best results:
Ensure all lead records have accurate phone numbers in the MobilePhone or BusinessPhone fields, preferably in E.164 format.
Generate a dedicated OAuth2 client in Creatio with appropriate permissions to read and write Leads and Activities.
Identify the correct IDs for Activity type, category, status, result, and call direction that reflect your team's workflow in Creatio.