---
title: "Dialpad + Creatio"
slug: "dialpad-creatio"
updated: 2026-08-26T16:26:35Z
published: 2026-08-26T16:26:35Z
canonical: "help.dialpad.com/dialpad-creatio"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Dialpad + Creatio

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.

> [!NOTE]
> 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**.

1. Select **My Company**
2. Select **Integrations**
3. Navigate to the **AI Event Hub** integration

![List of integrations with their enabled or disabled status and options for management.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/aeh-connect(5).jpeg)
4. Select **Options > Manage Extension**
5. Select the **Enable the feature** option

![Settings page for configuring AI Event Hub with options for company presets and customization.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1784672572224.png)
6. Select **Save changes**
7. Go back to the **Integrations** page and navigate to **AI Event Hub**
8. Select **Options** > **Connect / Reconnect**
9. Select **Creatio** as the CRM

![Step 1 of CRM integration process, highlighting CRM selection options for users.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/select-crm(3).jpeg)
10. Select **Next**
11. Select the connection to use for this enablement

![Authentication step for CRM connection setup with options to create or select connections.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/select-connection(5).jpeg)

> [!NOTE]
> Note
> 
> You can create a new connection or reuse an existing one. To create a new connection, select **Create New Connection.**
12. Enter these credentials:

![Form for creating a connection with fields for name, URL, client ID, and secret.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1784673159193.png)

| Base URL | The base URL of your Creatio instance. |
| --- | --- |
| Client ID | Your Creatio OAuth2 client ID. |
| Client Secret | Your Creatio OAuth2 client secret. |

> [!NOTE]
> 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.
13. Once the connection is created and selected, select **Next**
14. On the configuration screen, select **Add Configuration**

![Configuration settings for CRM integration, including API URL and logging options.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1784673293390.png)
15. Enter these details:

![Configuration settings for call logging with various ID fields and event triggers.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1784673384254.png)

| 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) |
16. Select **Review**, then select **Finish**

![Integration configuration settings for CRM with options for call logging and task queue.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1784673505695.png)

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. |

![Contact information and registration details in the system interface.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/creatio-lead-info.jpeg)

### 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)

![Details of an outbound call, including participants and call results.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/creatio-activity-detail.jpeg)

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.

![Call log details for a completed outbound call.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/creatio-activity-list.jpeg)

> [!NOTE]
> 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](http://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.