ConnectWise Manage Contacts

ConnectWise PSA Contact Management

Overview

Contacts in ConnectWise PSA represent individuals at your client companies. Contacts can be ticket requestors, agreement signers, project stakeholders, and portal users. This skill covers contact CRUD operations, communication items, contact types, and portal access management.

API Endpoint

Base: /company/contacts

Contact Types

Standard contact types in ConnectWise PSA:

| Type ID | Name | Description | |---------|------|-------------| | 1 | Admin | Administrative contact | | 2 | Primary | Main point of contact | | 3 | Billing | Billing/accounts payable | | 4 | Technical | Technical contact | | 5 | Sales | Sales contact |

Note: Contact types are configurable. Query /company/contacts/types for your instance's types.

Complete Contact Field Reference

Core Fields

| Field | Type | Required | Description | |-------|------|----------|-------------| | id | int | System | Auto-generated unique identifier | | firstName | string(30) | Yes | Contact first name | | lastName | string(30) | No | Contact last name | | company | object | Yes | {id: companyId} - Parent company | | site | object | No | {id: siteId} - Company site | | type | object | No | {id: typeId} - Contact type |

Contact Information

| Field | Type | Required | Description | |-------|------|----------|-------------| | title | string(50) | No | Job title | | department | object | No | {id: departmentId} | | relationship | object | No | {id: relationshipId} | | nickName | string(30) | No | Nickname/alias | | school | string(50) | No | School/university | | marriedFlag | boolean | No | Marital status | | childrenFlag | boolean | No | Has children | | significantOther | string(30) | No | Spouse/partner name | | anniversary | date | No | Anniversary date | | birthDay | date | No | Birth date |

Address Fields

| Field | Type | Required | Description | |-------|------|----------|-------------| | addressLine1 | string(50) | No | Street address | | addressLine2 | string(50) | No | Suite/unit | | city | string(50) | No | City | | state | string(50) | No | State/province | | zip | string(12) | No | Postal code | | country | object | No | {id: countryId} |

Portal Access Fields

| Field | Type | Required | Description | |-------|------|----------|-------------| | portalSecurityLevel | int | No | Portal access level (1-6) | | disablePortalLoginFlag | boolean | No | Disable portal access | | unsubscribeFlag | boolean | No | Opt out of emails |

Tracking Fields

| Field | Type | Required | Description | |-------|------|----------|-------------| | inactiveFlag | boolean | No | Contact is inactive | | defaultMergeContactId | int | No | ID for merge operations | | managerContactId | int | No | Manager contact ID | | assistantContactId | int | No | Assistant contact ID | | _info | object | System | Metadata |

Communication Items

Communication items store contact methods (email, phone, fax, etc.) for a contact.

Communication Item Endpoint

/company/contacts/{contactId}/communications

Communication Item Fields

| Field | Type | Required | Description | |-------|------|----------|-------------| | id | int | System | Communication ID | | type | object | Yes | {id: typeId} - Email, Phone, Fax, etc. | | value | string(250) | Yes | The email/phone/etc. value | | extension | string(15) | No | Phone extension | | defaultFlag | boolean | No | Is primary for this type | | communicationType | string | No | Direct, Fax, Cell, Pager, etc. |

Communication Types

| Type ID | Name | Description | |---------|------|-------------| | 1 | Email | Email address | | 2 | Phone | Phone number | | 3 | Fax | Fax number | | 4 | Cell | Mobile phone | | 5 | Pager | Pager (legacy) | | 6 | Direct | Direct line |

Add Communication Item

POST /company/contacts/{contactId}/communications
Content-Type: application/json

{
  "type": {"id": 1},
  "value": "john.smith@acme.com",
  "defaultFlag": true,
  "communicationType": "Email"
}

Add Phone Number

POST /company/contacts/{contactId}/communications
Content-Type: application/json

{
  "type": {"id": 2},
  "value": "555-123-4567",
  "extension": "101",
  "defaultFlag": true,
  "communicationType": "Direct"
}

Portal Access

Portal Security Levels

| Level | Name | Access | |-------|------|--------| | 1 | Admin | Full access to all company tickets/data | | 2 | Manager | Access to department tickets | | 3 | User | Access to own tickets only | | 4 | Limited | View only | | 5 | Read Only | Read only, no create | | 6 | Restricted | Minimal access |

Enable Portal Access

PATCH /company/contacts/{id}
Content-Type: application/json

{
  "portalSecurityLevel": 2,
  "disablePortalLoginFlag": false
}

Portal Password Reset

Portal passwords are managed through the ConnectWise portal. The API does not expose password fields.

Portal Invitation

To invite a contact to the portal:

1. Ensure contact has valid email
2. Set portalSecurityLevel > 0
3. Set disablePortalLoginFlag = false
4. Portal sends automatic invitation email

API Operations

Create Contact

POST /company/contacts
Content-Type: application/json

{
  "firstName": "John",
  "lastName": "Smith",
  "company": {"id": 12345},
  "title": "IT Director",
  "type": {"id": 4}
}

Create Contact with Communication Items

POST /company/contacts
Content-Type: application/json

{
  "firstName": "John",
  "lastName": "Smith",
  "company": {"id": 12345},
  "title": "IT Director",
  "type": {"id": 4},
  "communicationItems": [
    {
      "type": {"id": 1},
      "value": "john.smith@acme.com",
      "defaultFlag": true
    },
    {
      "type": {"id": 2},
      "value": "555-123-4567",
      "extension": "101",
      "defaultFlag": true
    }
  ]
}

Get Contact

GET /company/contacts/{id}

Update Contact

PATCH /company/contacts/{id}
Content-Type: application/json

{
  "title": "CTO",
  "type": {"id": 2}
}

Search Contacts

GET /company/contacts?conditions=company/id=12345 and inactiveFlag=false

Delete Contact

DELETE /company/contacts/{id}

Note: Contacts with related records (tickets, etc.) cannot be deleted. Mark as inactive instead.

Common Query Patterns

All contacts for a company:

conditions=company/id=12345

Active contacts only:

conditions=inactiveFlag=false

Contacts by type:

conditions=type/id=2

Contacts with portal access:

conditions=portalSecurityLevel>0 and disablePortalLoginFlag=false

Search by name:

conditions=firstName contains "John" or lastName contains "Smith"

Contacts by email:

conditions=communicationItems/value="john@acme.com"

Primary contacts only:

conditions=type/id=2 and inactiveFlag=false

Contact Relationships

Related Entities

| Entity | Relationship | |--------|-------------| | Company | /company/companies/{companyId} | | Tickets | /service/tickets?conditions=contact/id={id} | | Notes | /company/contacts/{id}/notes | | Communications | /company/contacts/{id}/communications | | Groups | /company/contacts/{id}/groups |

Contact Notes

GET /company/contacts/{id}/notes
POST /company/contacts/{id}/notes

Note Fields: | Field | Type | Description | |-------|------|-------------| | text | string | Note content | | type | object | {id: noteTypeId} | | flagged | boolean | Flagged for attention |

Best Practices

1. Always include company - Contacts must belong to a company
2. Add communication items - Email/phone essential for notifications
3. Set contact type - Helps identify primary contacts
4. Use portal access wisely - Grant minimum necessary access
5. Keep contacts active - Mark inactive rather than delete