Creatio’s new 8.3 twin CRM update hits Salesforce right where it hurts. ‘We don’t see AI as an addition…it’s part of our app’

Creatio, a Boston-based CRM company that specializes in no-code and low code CRM app deployment has launched a new product, Creatio 19459048. The 8.3 “Twin Release”is Creatio’s latest platform update. It introduces a suite AI-native features designed to streamline workflow automation and CRM. Creatio’s latest platform update

continues its mission of building enterprise software where humans can collaborate with AI agents across functions like sales, marketing, customer service, and application design. In an interview with VentureBeat, Burley Kawasaki said, “This release is sort of the pivot point where we move past the traditional SaaS-CRM.” “The way that we work with SaaS is fundamentally different–it now involves fluid movement between AI agents and applications.”

AI-native across Creatio, with access to classic and conversational interfaces

This new release focuses on embedding AI in the core of Creatio rather than treating it like an add-on. Creatio 8.3 comes with a conversational experience, pre-built role-based AI Agents, and a no code agent builder. This allows businesses to customize the automation in their environment. These features are available to all customers, including trial users, at no additional cost or licensing requirement.

Kawaski said with a twinkle in the eye, “You won’t ever see us release a Creatio force, right?” He was referring to Salesforce’s Agentforce AI creation platform which requires an additional subscription or credits. Access agent building capabilities

Creation’s””https://www.creatio.com/products/pricing” ” rel=””noreferrer noopener”” target=””_blank” “> Platform starts at $25 per month per user

We don’t see it as a separate app or add-on that you have to use on top of your existing apps,” said Kawasaki. “This is part of our app experience.”

Support for multiple conversations across the platform

Creatio now offers a natural-language interface that spans Creatio’s web and mobile applications, as well integrations with tools like Microsoft Outlook and Teams.

Users are able to switch between channels and devices, without losing context. This allows for ongoing, persistent interaction with AI agents throughout workflows.

Kawasaki explained that “we’ve enabled multi conversation support with persistent context across platforms and devices–whether you are in Outlook, Teams or on mobile.” “Our adaptive user interface lets users access functionality using natural language, while living in a prompt driven CRM.” You can switch between classic and conversational mode as needed.

Zoom integration and Gmail are expected later this year.

AI agents are customizable and prebuilt for different sectors and functions.

Creatio introduces several prebuilt AI agents that handle high-frequency tasks in core business areas.

• The sales agents perform tasks such as researching clients, preparing meetings, or generating quotes.
• The marketing agents help with the creation of campaign messaging, emails and other targeted content.
• The service agents are focused on resolving cases faster by referring to internal knowledge bases. They also suggest new content when gaps exist. No-code agents, starting with Dashboards Agenthelp non-technical people generate and refine analytics by using natural language prompts.

In sales, agents take care of data entry, follow ups, and paperwork. This allows reps to focus more on relationships and strategy, said Kawasaki. Kawasaki said that while others offer fragmented AI products with complex pricing models, they have taken a different approach. “This release offers one platform, one experience, and one clear route to accelerated AI adoption and realizing real business value.”

The conversational assistant in Creatio 8.3 also introduces advanced features like file uploads for grounding responses in organization-specific documents, and support for retrieval-augmented generation (RAG) to ensure accuracy based on proprietary knowledge.

Agents can now be grounded on uploaded documents and Creatio metadata, ensuring that responses are accurate and personalized and not generic,” Kawasaki noted.

Build and deploy custom AI Agents without code

No-code development environment was also overhauled to include embedded AI which assists in building dashboards and apps, as well as new AI agents. Users can create and deploy agents using reusable skills, prompts and knowledge sources, as well as workflows and reusable workflows. This allows for full customization of automation without the need for engineering resources.

Kawasaki said, “We are launching a no code agent builder, where you can define skills, prompts and actions, as well as workflows.” “It is visual and accessible, but still requires thoughtful data input and training.”

Creatio supports a variety of foundational models, including OpenAI, Anthropic and Gemini. In 2025, the company plans to offer a bring-your-own model capability that will allow customers to host and pair their own models such as DeepSeek or Llama with specific tasks.

Kawasaki explained that they had decided to not build their own LLM. “Instead, instead of OpenAI, Anthropic and Gemini, we support–and customers will soon be able bring their own model.

Security, data governance and grounding remain priority

In this release, security and governance were also priorities. Documents used to inform or train AI agents are stored on each customer’s dedicated, secure instance and are not shared externally with large language models.

Customers have the ability to control which documents are persistent and managed access for agent grounding, particularly in sensitive industries.

This release is the result of extensive testing and feedback from Creatio customers. Creatio will provide additional resources to help users design processes in AI-assisted environment. Early users have highlighted the need for more guidance on AI-assisted environments.

Creatio also plans to follow up this summer’s launch with a second round of feature enhancements, and new agents, in the fall.

Kawasaki said, “We don’t see the real opportunity in agents replacing people. We see it in agents complementing teams – human and digital working together in a hybrid organization.”

Creatio positions its 8.3 release as an alternative to other CRM AI strategies. It aims to combine AI and human contributions in a single fluid experience. Customers can choose to work in the way they want, whether through classic CRM interfaces, or conversational, AI supported flows.