Creatio 10.1 Adds WhatsApp Integration and AI Development Tools

On October 14, 2026, Creatio announced its 10.1 update package for its CRM platform. The release expands AI capabilities for application development, introduces a direct WhatsApp connection through the Meta Cloud API, and updates marketing automation, analytics, and customer service tools. Some features are available in beta.

WhatsApp Connects Directly Through the Meta Cloud API

Creatio 10.1 introduces a native WhatsApp channel that connects to a business account through the Meta Cloud API without Twilio or another intermediary provider. WhatsApp integration was previously available through Twilio, and that option remains supported.

An administrator connects WhatsApp Business in the Customer Communication Hub. After authorization through Meta, messages appear in the Contact Center application's Agent Inbox, where employees handle them alongside requests from other channels.

The new integration supports text messages, images, and files. The system automatically matches a sender to an existing contact by phone number or creates a new record. Operators can access the history of previous conversations.

Outbound messages have Sending, Sent, Delivered, Read, and Failed statuses. If delivery fails, employees see the reason for the error. Under WhatsApp's rules, free-form text replies are permitted for 24 hours after the customer's last message.

The channel is provided through the WhatsApp Chat Channel application, compatible with Creatio 10.1 and later versions.

Message Translation and Contact Center Agent Workflows

Contact Center has also changed how it handles translated conversations. Creatio now permanently stores both the original and translated versions of messages, including completed conversations.

An agent can manually translate an outgoing message, review the result, edit the text, and only then send it to the customer. For previously sent messages, agents can switch between the translation and the original.

Attachments in Agent Inbox are now saved as drafts on the server. An employee can switch to another chat or reload the page without losing attached files, making it easier to handle multiple conversations simultaneously.

AI Tools for Application Development and Analytics

The release expands the Creatio AI App Development Toolkit, a set of tools for creating applications and modifying interfaces with natural-language prompts.

AI agents can now create workspaces and sections, configure their availability for specific roles, build home pages and Freedom UI interfaces, and manage business rules at the page and object levels.

Automatic analytics generation has been expanded. AI agents can create dashboards containing charts, lists, calculated metrics, and comparative indicators. Pivot tables are also supported, with grouping, data aggregation, calculated fields, and filters.

Applications built through the Toolkit can include section dashboards and an overarching analytics panel on the workspace home page from the outset.

The toolkit also includes a classic-to-freedom-migration skill that helps move existing Classic UI sections to Freedom UI. The AI agent analyzes the structure of a section and creates a parallel interface version while preserving the original section.

Marketing Automation Updates

Creatio Marketing 10.1 brings changes to email campaigns, audiences, and segments.

In the bulk email editor, users can upload custom fonts and specify a fallback font if an email client does not support the primary one. A separate Reply-to address can also be configured so subscriber replies reach the intended mailbox.

A migration process is available for moving to the new subscription model while preserving existing unsubscribes and global communication restrictions.

Campaigns now offer updated audience transfer settings for the Timer element. Participants can move to the next step immediately, be distributed evenly over a specified period, or advance at a configured rate per minute or hour.

Segments can now be static or automatically refreshed on a schedule. A background task recalculates audience membership at the chosen interval.

Together, these changes make it easier to control communication-channel workload, keep audiences current, and manage the delivery of bulk messages.

Features Available in Beta

Creatio 10.1 also introduces experimental capabilities.

One is AI-generated filters. A user describes filtering conditions in natural language, and AI Twin creates the corresponding filter in lists, folders, or segments. The result can be refined with follow-up prompts instead of rebuilding the filter from scratch.

Another beta feature supports connecting employees' personal WhatsApp numbers through Coexistence. An employee continues using WhatsApp Business on a phone while messages are simultaneously synchronized with Creatio. The conversation is assigned directly to the number's owner rather than routed through a shared queue.

Comparative metrics with trend indicators and additional SMTP settings are also being tested. Beta feature availability depends on configuration and the activation of the relevant capabilities.

About Creatio and Its Platform

Creatio develops an enterprise platform for CRM, business process automation, and application development without traditional coding. Its product ecosystem covers sales, marketing, and customer service, along with no-code development, AI agents, and business process management tools.

The platform uses Freedom UI, allowing companies to tailor workspaces, forms, analytics, and processes to their requirements. The AI App Development Toolkit expands these capabilities by delegating some configuration tasks to AI agents.

Update 10.1 advances Creatio in several areas at once: WhatsApp integration expands omnichannel service, changes to Creatio Marketing provide greater control over audiences and campaigns, and AI tools reduce manual application and analytics configuration.

For companies that combine marketing, sales, and customer service in a single CRM, the key outcome is the ability to manage communications, customer data, and workflows in one system.

Trust Us Transform Your Performance Marketing

Connect CRM, customer service, and marketing automation into measurable customer journeys. We help teams integrate communication channels, structure audience data, implement lifecycle campaigns, and build analytics that connect customer interactions to acquisition and retention performance.

Discuss Your CRM Strategy