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Creatio AI agents: how to build smart digital colleagues without code

Creatio AI agents show what CRM looks like when software doesn't just store data, but gets to work itself. An agent prepares your customer meeting, drafts a quote or answers a service question, all within the same platform where you manage your processes.

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Creatio goes a step further here than many other CRM vendors. The platform was built around no-code from the start, and that approach now applies to AI too. You assemble agents with the same visual building blocks you use to create workflows and screens. That means even a process expert without programming knowledge can build an agent.

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What are Creatio AI agents?

Creatio AI agents are digital colleagues that carry out tasks independently in the Creatio platform. They work with your customer data, your processes and your knowledge base, and carry out actions such as drafting a quote, converting a lead or categorising a service case.

The agents are part of Creatio.ai, the AI layer that runs through the entire platform. In it, Creatio combines three forms of AI:

  • Predictive AI, which for example estimates the chance of winning a deal or gives a lead a score.
  • Generative AI, which writes, summarises and translates text.
  • Agentic AI, which takes steps independently to reach a goal.

You talk to Creatio AI through a chat window in the application, but agents can also work in the background within a process. If you first want to know more about agents in general, read our guide to AI agents or the comparison AI agent vs. chatbot vs. RPA.

Agentic CRM: what does Creatio mean by it?

Creatio explicitly positions itself as an agentic CRM. By that, the company means a CRM in which people and AI agents work side by side, rather than a classic CRM with an AI feature added on top.

  • Apps and agents in one platform

    In an agentic CRM, applications and agents exist side by side. The applications hold your data and processes, the agents do the work. Creatio Sales, Creatio Marketing and Creatio Service each have their own set of agents. On top of that, the whole platform runs on a single no-code foundation, so you set up agents and processes in the same way.

  • You decide how independent they are

    An important principle is that you set how much autonomy each agent gets. One agent only makes suggestions that an employee approves. Another carries out tasks completely independently. That way you can start cautiously and increase their independence step by step.

  • The same permissions as your employees

    Creatio AI agents inherit the platform's existing roles and access rights. So an agent only sees and does what falls within its role. That keeps management clear and prevents an agent from accessing data it has no business seeing.

Ready-made agents in Creatio

Creatio supplies a set of agents with each application that you can put to work straight away. Creatio expands that set with every new release. These are examples of agents the platform offers.

Application Agent What the agent does
Creatio Sales Account Research Agent Gathers background information on a customer or prospect
Creatio Sales Meeting Preparation Agent Prepares a customer meeting with a briefing and key points to address
Creatio Sales Quote Generation Agent Drafts quotes with pricing and product proposals
Creatio Marketing Lead Conversion Agent Helps assess leads and convert them into opportunities
Creatio Marketing Marketing Content Agent Writes content based on campaign goals
Creatio Marketing Email Generation Agent Drafts personalised emails
Creatio Service Customer Support Agent Helps handle customer queries
Creatio Service Knowledge Base Agent Finds and combines answers from your knowledge base
Platform Dashboards Agent Builds and changes dashboards based on a question in plain language

Which agents are available in your environment depends on your version, your licence and the applications you use. You can also adapt every standard agent to your own processes and terminology.

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Building an AI agent without code in Creatio Studio

The real strength of Creatio lies in the ability to build an AI agent without code. You do that in Creatio Studio, the platform's no-code development environment. Studio has one part for applications and processes and one part for AI agents. Both work with the same data model and the same security.

How to put together a no-code AI agent

You build a no-code AI agent in Creatio from three kinds of building blocks:

  1. Skills

    These are the agent's abilities, such as summarising a document, updating a record or drafting an email. You describe them in plain language.

  2. Workflows

    You connect the agent to processes you have already set up. That way an agent can, for example, start an approval process or assign a task.

  3. Knowledge

    You give the agent access to the sources it needs, such as your knowledge base, product information or internal guidelines.

    In the visual agent designer you put these parts together and set the boundaries. You then test the agent and make it live for the right users.

  • AI helps with building too

    Creatio uses AI not only in the agents, but also in Studio itself. You can describe in plain language what you want to build, after which the platform creates a first draft of an application, a process or a dashboard. That speeds up development considerably, even for experienced builders.

  • Management in one overview

    You manage all agents from a central overview, the AI Command Center. There you can see which agents are active, what they are doing and how they are performing. That is valuable as soon as you have more than a few agents running.

Where do you use Creatio AI agents?

Because Creatio is both a CRM and a process platform, the applications go beyond customer contact alone. These are the areas where SMEs and mid-market organisations gain the most.

  • Sales

    For salespeople, an agent takes over the preparatory work. It gathers information about a prospect, creates a briefing for the first meeting and afterwards prepares a quote based on what was discussed. The salesperson checks, adjusts and sends it. That way more time goes to the conversation and less to admin. Read more about this in AI agents in sales and CRM.

  • Customer service

    In Creatio Service an agent helps to understand and categorise incoming cases. It looks for relevant answers in the knowledge base and suggests a reply. For complex or sensitive matters, it passes the case on to the right specialist. Read on in AI agents in customer service.

  • Marketing

    Marketers use agents to draft campaign copy and emails, tailored to audience and goal. Agents also help with assessing and following up leads, so warm leads reach sales faster.

  • Processes beyond CRM

    This is where Creatio stands out most. Because the platform also supports workflows for other departments, you can use agents in areas such as purchasing, contract management or internal requests. An agent assesses a request, checks whether all documents are complete and starts the right approval process. How that works is explained in process automation with AI agents.

Language models, privacy and integrations

An agent is only as reliable as the way it handles your data. With Creatio AI, there are three things to look out for.

Which language models does Creatio AI use?

Creatio doesn't build its own language model, but works with large language models from established providers. The platform also lets you connect other models. Which model is active in your environment and in which region it runs is an important question during configuration. For European organisations, a model that runs within the EU is often the best choice.

Privacy and the GDPR

Because agents inherit the platform's roles and permissions, an agent only gets access to what belongs to its role. In addition, you set per agent which actions it may carry out independently and which first go past an employee. Also record which personal data the agent processes, and sign a data processing agreement with Creatio and any model providers. In AI agents and the GDPR you can read what else to look out for.

Integrating with other systems

Creatio has an extensive API and a large range of ready-made connectors in the Creatio Marketplace. With these, an agent can retrieve data from or write data to your ERP, accounting software or webshop. Newer standards such as the Model Context Protocol are also gaining ground for connecting agents to other systems. You can read about the difference between the two approaches on our page about Zoho MCP.

What do AI agents in Creatio cost?

Creatio works with licences per user per month, in different editions. AI is not a separate module you have to buy on top: the AI capabilities are built into the platform and the licence includes a bundle of AI usage. If you use more, you buy extra capacity.

Three components determine the total cost.

Prices and terms change regularly. So check the latest information on Creatio's AI page or request a tailored calculation. How to weigh the investment against the return is explained in costs and ROI of AI agents.

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Licences

The edition and the number of users determine the base price. The higher editions offer the most scope for agents and processes.

AI usage

Intensive use of agents can require extra AI capacity on top of the bundle in your licence.

Configuration

Configuring agents, processes and integrations takes time. Thanks to no-code, this is often quicker than with traditional CRM systems.

Creatio or Zoho: which platform suits you?

Both Creatio and Zoho have AI agents built into their platforms. Even so, they clearly differ in approach and target audience.

Creatio Zoho
Strongest point No-code process automation with agents Broad ecosystem of more than a hundred apps
Building agents Visually in Creatio Studio, with skills, workflows and knowledge In Zia Agent Studio, with instructions and actions
Language models Models from external providers, can be connected Own Zia LLM plus external models
Best suited to Organisations with complex or custom processes SMEs that want to run many parts of the business in one suite

Choose Creatio if your processes differ significantly from the standard, or if you want to combine CRM and process automation in one no-code platform. Zoho is often the logical choice if you want to digitise across the board with an affordable suite. Read more about the Zoho side in Zoho AI agents.

Not sure? As an implementation partner for both platforms, Mobile XL takes an independent look with you at what suits you best.

How to get started with agents in Creatio

With a clear approach, you will have your first agent in production quickly, without unnecessary risks. You will find a detailed step-by-step plan with timeline and pitfalls in implementing an AI agent.

  1. Choose one process with clear gains

    For example preparing customer meetings or categorising service cases.

  2. Start with a standard agent

    See which ready-made agent comes closest to your process and adapt it.

  3. Set the permissions and the level of autonomy

    Decide which data the agent may use and which actions first go past an employee.

  4. Test with a small group of users

    Gather feedback and sharpen the instructions and knowledge sources.

  5. Then build your own agents

    With the experience from the first agent, you put together targeted agents in Creatio Studio for your specific processes.

  6. Monitor and improve

    Track performance in the AI Command Center and adjust where needed.

We now build new agents ourselves in Creatio, without a developer. Mobile XL helped us set up the first one properly.

Sample quote Real customer quote to follow
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Harness the power of agentic CRM

With AI agents in Creatio you combine the flexibility of no-code with the power of AI. You automate not just individual tasks, but complete processes, with exactly the level of control that suits your organisation. Mobile XL helps companies in the Netherlands and Flanders set up Creatio and its AI agents responsibly. Read more about our approach on the Creatio page.

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Frequently asked questions about Creatio AI agents

  • Creatio AI agents are digital colleagues that carry out tasks independently in the Creatio platform. For example, they prepare customer meetings, draft quotes or categorise service cases, based on your own data and processes.

  • Agentic CRM is a CRM in which people and AI agents work together. The agents carry out tasks independently within the limits you set, rather than just making suggestions.

  • Yes. In Creatio Studio you put together an agent visually from skills, workflows and knowledge sources. You describe tasks in plain language and need no programming knowledge.

  • Creatio offers agents for account research, meeting preparation, quotes, lead conversion, marketing content, emails, customer service, knowledge base questions and dashboards, among others. The range grows with every release.

  • Creatio focuses on no-code process automation and is a good fit for complex or custom processes. Zoho offers a broad suite of more than a hundred apps and its own language model. Which suits you better depends on your processes and ambitions.

  • For sales, marketing and customer service, but also for processes beyond CRM such as purchasing, contract management and internal requests. Processes with many steps and exceptions in particular benefit from the combination of workflows and agents.

  • Creatio works with large language models from established providers and lets you connect other models. During configuration, check which model is active and in which region it runs.

  • Agents inherit the platform's roles and access rights, so they only see what belongs to their role. You set per agent how much autonomy it gets. In addition, put GDPR agreements in place with Creatio and any model providers.

  • AI is built into the platform and the licence includes a bundle of AI usage. With intensive use you buy extra capacity. On top of that you pay for licences per user and for the configuration.

  • Yes. Through the Creatio API and connectors from the Creatio Marketplace, agents can exchange data with your ERP, accounting software or webshop, for example.

Curious which processes in your organisation are ready for an agent?

Book a no-obligation call and together we will look at where you can best start.

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