Customer Communication Hub
AI inside
Manage every customer communication channel — web chat, WhatsApp, Telegram, Facebook, SMS and email — from a single workspace. Creatio.ai handles incoming chats and drafts email replies under rules, personas and rollout limits you set.
Overview
Product overview
Product description
Customer Communication Hub gives your contact center a single workspace for every inbound customer communication channel — web chat, email and messengers. Channels no longer live in separate setup pages: each one is connected, configured and measured in the same place.
At the center of it is Creatio.ai, a customer-facing assistant that handles conversations before human agents get involved. It answers incoming chats on its own and drafts replies to inbound emails, grounded in your knowledge base and delivered in the persona and tone of voice you define. Automation stays controlled and transparent: you decide which channels use AI, how much of your audience it serves, when it may send a reply on its own, and when it must hand the conversation to a person.
Key Features
Every channel in one workspace
Connect and run every customer communication channel — web chat, email, WhatsApp, Facebook Messenger, Telegram, and SMS — from a single section. Each channel's connection, its AI settings and its performance sit in the same place, so nothing has to be hunted down across the system.
Easy setup
A guided flow connects a channel from a ready-to-use preset, with AI settings already filled in. Minimal configuration, no developer — you can have a channel live with AI answering in it in minutes, and fine-tune it later.
AI answers first in chat
AI picks up incoming chats and handles the conversation on its own. It greets the customer, identifies itself as an AI assistant, resolves the request — and transfers the chat to a human agent the moment the customer asks for one.
AI resolves email inquiries
AI drafts a reply to every inbound email and either leaves it for an agent to review or sends it on its own, depending on the quality threshold you set. It sends automatically only when the reply fully resolves the case; anything less waits for an agent as a draft. Replies are built on your response template, so structure stays consistent.
Grounded in your knowledge, spoken in your voice
The out-of-the-box Customer Support Agent answers from your Knowledge Base, so replies stay accurate and consistent across every channel. Set the assistant's name, role and tone of voice to match your brand — or create your own agents when you need different behaviour.
AI performance dashboards
Dashboards show the health of every channel — conversation volume, first response time and AI effectiveness. Drill into a channel type to see how effectively AI is resolving conversations compared with your human agents.
Pricing
Monthly
Annual
Standard
Free
The application is free to install. AI usage is billed separately based on the number of AI actions consumed. See the Creatio AI pricing page for detailed billing information.
Terms and Conditions
By installing this product you agree to terms and conditions outlined in the license agreement.
Support
Support is available for this application
The Support is provided by Creatio following the package you have purchased for your Subscription Services. Detailed information about the support packages and the support terms is stated in your Master Agreement (available at Creatio website).
Installation
Setup guide
Installation
Install the application from the Creatio Marketplace using the standard Install button. Select the target environment and confirm. Once installation is complete, the Customer Communication Hub section appears, containing the performance dashboard and the list of your communication channels.Start using the feature
- In the Customer Communication Hub section, click Add channel in the performance block if you have no channels connected yet, or Manage channels in the top right corner — the Communication channels panel opens. Select the channel type you want to add: Web chat, Email or Messengers.
- Populate the channel details according to your channel type.
- Review the out-of-the-box AI settings. The Customer Support Agent answers from your Creatio Knowledge Base, with a default assistant personality — so the channel is ready to run as is.
- Confirm the final step and save. The channel goes live and AI starts handling incoming messages in it automatically.
- Open the Customer Communication Hub dashboard to track conversation volume, first response time and AI effectiveness per channel, and drill into a channel to compare AI results with those of your agents.
Compatibility notes
Compatibility notes
Requires Creatio.ai Knowledge Library application to be installed.
Data sharing
- By installing or downloading the App, you confirm that you agree with sharing your account data (name, email, phone, company and country) with the App Developer as their End User.
- The App Developer will process your data under their privacy policy.
Versions
Versions history
Version
Compatibility
Release date
1.1.235
10.0
Release summary
- New Customer Communication Hub section — every communication channel, its AI settings and its performance in one workspace.
- Guided channel setup wizard — connect and edit Web chat, WhatsApp, Facebook Messenger, Telegram, SMS and Email without a developer.
- AI in the email channel — AI drafts replies to inbound emails, either for agent review or fully automatic.
- Gradual AI adoption — switch AI on or off per channel and roll it out to a chosen percentage of the audience.
- AI performance dashboards — contact-centre metrics, per-channel performance, answer quality score with knowledge-base citations, and AI effectiveness per channel.
1.0.68
8.3.4
1.0.65
8.3.4
Manual app installation
- Open the needed app → the Packages tab - download the Markeplace app files.
- Click in the top right → Application Hub
- Click New application. This opens a window.
- Select Install from file and click Select in the window that opens.
- Click Select file on the page of the Marketplace App Installation Wizard and specify the app file path.