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Version: 8.3Creatio Service

Migrate from Classic UI to Contact Center app

This guide describes how to transition from legacy components to the new Agent Inbox architecture.

Migrate from CTI panel to Agent Inbox (telephony)​

The migration from the old CTI panel to the new Agent Inbox telephony experience is primarily a UI transition. Key characteristics of this migration:

  • The telephony backend remains unchanged.
  • The same telephony provider and routing rules continue to operate.
  • Both panels can run simultaneously during transition.
  • You can control which panel opens by default.

This allows gradual rollout without service interruption.

The following components are not affected by migration:

  • telephony provider configuration
  • connector settings
  • IVR configuration
  • call routing logic
  • queue distribution rules
  • call recording settings
  • backend integration

Specify the default call processing panel​

The panel used for call handling is controlled by the "Default panel for call processing" (DefaultPanelForCallProcessing code) system setting. Available values:

  • "CommunicationPanel": old CTI panel
  • "AgentInboxPanel": new Agent Inbox panel.

The selected panel opens automatically when a new inbound call arrives or when clicking a phone number to initiate an outbound call.

Migrate process buttons​

If you previously configured process buttons in the old CTI panel, these buttons are migrated to the Agent Inbox panel automatically. No manual recreation is required. Business logic attached to these buttons remains intact.

Migrate from chat sidebar to Agent Inbox (chat)​

Migration from the legacy chat panel to the Agent Inbox chat interface is a UI transition only. Key characteristics:

  • Chat backend configuration remains unchanged.
  • Channels and chat queues remain intact.
  • Business processes configured for chat actions are preserved.
  • Both panels can operate in parallel during transition.
  • You can control which panel opens by default.

The following components are not affected by migration:

  • chat provider configuration, for example, Facebook, WhatsApp, etc.
  • active chat channels
  • chat queues
  • routing rules
  • chat timeout settings
  • message history
  • stored conversations
  • chat-related business processes

No backend reconfiguration is required.

Specify the default chat processing panel​

The chat processing panel is controlled by the "Default panel for chat processing" (DefaultPanelForChatProcessing code) system setting. Available values:

  • "CommunicationPanel": old chat panel
  • "AgentInboxPanel": new Agent Inbox chat UI

Migrate chat actions and business processes​

If you previously configured the following:

  • chat actions
  • business processes triggered from chat
  • "create case from chat" flows
  • order creation processes
  • custom chat buttons

These configurations become available in the Agent Inbox automatically. Creatio:

  • preserves business process bindings
  • displays configured chat actions inside the new chat UI
  • maintains routing to the appropriate queues

No manual recreation is required.  

Migrate from agent desktop to Agent Inbox panel (queued tasks)​

note

Blind queues are currently not supported in Agent Inbox.

Migration from the legacy agent desktop to the new Agent Inbox panel is a UI transition. The backend queue mechanism remains unchanged. Key principles:

  • All configured queues continue to operate.
  • Distribution logic remains identical.
  • SLA policies remain intact.
  • Custom queue-related development remains operational.
  • Agents can use agent desktop and Agent Inbox simultaneously during transition.

This migration changes how queue items are presented and processed, not how they are distributed. The following components are unaffected:

  • Queue definitions
  • Queue objects
  • Filters and distribution rules
  • Assignment logic
  • SLA configuration
  • Business processes attached to queue records
  • Custom queue development

No backend reconfiguration is required. All existing queues function in the Agent Inbox.

Key UI changes​

Legacy agent desktop:

  • tab-based structure per object
  • separate workspace for real-time communications
  • Postpone till and Re-queue actions in Classic UI pages
  • limited visibility of mixed object types

Agent Inbox panel:

  • unified panel for real-time interactions and queued tasks
  • aggregated queue view
  • Postpone till and Re-queue actions in Freedom UI pages
  • context switching between real-time and queued work

The processing logic remains the same, the presentation layer is modernized.

Parallel operation​

Creatio lets you use agent desktop and Agent Inbox simultaneously. This allows for controlled rollout, gradual adaptation, and pilot validation. To migrate agents to the Agent Inbox fully, you can hide or remove the Agent desktop section from the agent workplace. We recommend the following approach:

  1. Pilot with selected agents.
  2. Validate queue behavior in Agent Inbox.
  3. Provide short operational training.
  4. Hide agent desktop after stabilization.

This prevents dual usage confusion.

Migrate customizations​

If the queue mechanism includes customizations, for example:

  • custom filters
  • custom distribution logic
  • custom object types
  • custom process triggers
  • additional record fields

These customizations remain fully operational in the Agent Inbox. The Agent Inbox consumes queue output from the same backend engine. No redevelopment is required.

See also​

Contact Center app overview

Get started with the Contact Center app

Manage queue objects

Create dynamic queue

Create static queue

Sort queue elements