Request intake and routing in Creatio
Every request lands in Creatio already classified, summarized and with the right person — not just the right queue.
Used in these recipes
Solution
The agent reads each incoming request, fills the case fields the way your team would, writes a short summary, and routes it to the person with the right skills and free capacity. Works with email in Outlook or Gmail, chat, WhatsApp, the customer portal and phone calls, all landing as cases in Creatio.
The model
Reads the request, fills category, urgency and product from your past cases, detects language and tone, writes a two-line summary.
Code
Applies routing rules by skill, language and workload; checks for duplicates; sets the confidence floor that decides fill vs suggest.
A practitioner
Reviews anything below the floor, as a task in Creatio; corrects a field once and the next request learns from it.
On Creatio, we build it with: Cases and queues, AI routing of email, Creatio.ai case classification agent — see Creatio's built-in AI agents
Reference architecture
Every request lands with the right person, already sorted
Request intake and routing · Creatio · reference architecture
- Systems · Creatio + yours Request arrives email · chat · portal · call
- → Classify and summarize
- Model · judges Classify and summarize category · urgency · language
- → Route
- Code · decides Route skills · workload · duplicates
- → Case with the right person confident
- → Review unsure
- → Duplicate linked repeat
- Systems · Creatio + yours Case with the right person fields filled · summary on top
- Practitioner · approves Review below the confidence floor
- → Case with the right person corrected
- → Classify and summarize learns from fixes
- Code · decides Duplicate linked to the open case
- Creatio
- Creatio agent
- Marketplace
- DigiTeam
Key deliverables
- Intake from every channel: email, chat, portal and phone transcripts into one Creatio case.
- Classification learned from your closed cases: category, urgency, product, language.
- Fill or suggest: high-confidence fields are filled, the rest are suggested to the agent.
- Case summary on top of every case, so nobody reads the whole thread.
- Skills- and capacity-based routing as a Creatio business process: queue, team, person.
- Duplicate check that links repeats to the open case.
Start with one channel.
One channel and one queue, live in your Creatio, with a fixed scope. Categories, routing and who reviews are settled before we build.