Connecting ConnectWise Manage to CloudRadial Chat

The CloudRadial Chat connector for ConnectWise Manage uses an API member to connect to your PSA. This connection lets tickets be submitted to the PSA from Chat and connects Chat users to their respective tickets within ConnectWise.

• Step 1: Create a Security Role for Chat
• Step 2: Create an API Member
• Step 3: Create an API Key in ConnectWise
• Step 4: Enter Your API Keys Into CloudRadial Chat

Step 1: Create a Security Role for Chat

Before connecting your PSA to Chat, we recommend creating a dedicated API user. This ensures that the integration has its own credentials and can be managed independently.

1. In either the cloud-based instance or the Windows client for ConnectWise Manage, go to System on the left-hand navigation menu, then Security Roles.
2. Click + to create a new security role.
3. For Role ID, enter CloudRadial Chat.
4. Click Save to create the role.
5. Match the security policies exactly as shown in the tables below.

Companies

Project

Service Desk

System

• *Table Setup access is only needed during initial connector setup or when base data changes that must be updated in CloudRadial Chat (for example, adding a new ticket status). Chat reads and caches these values for future use. 

  • For the Add level, you temporarily enable Add so Chat can create a new record in the Service\Source table to register itself as a ticket source. After initial setup, you can remove Add level access from Table Setup.

6. Click Save And Close to finalize the CloudRadial Chat security role.

Step 2: Create an API Member

To create an API member:

1. In ConnectWise Manage, go to System, then Members.
2. Select the API Members tab.
3. Click + to create a new API member.
4. In the Profile section, set the Member ID and Member Name. We recommend something like  [Your MSP Name] Chat, as this name syncs back and forth in the UCP (aka client portal).
5. In the System section, give CloudRadial the highest permissions to prevent sync errors later:
   • Role ID: the CloudRadial Chat security role you created.
   • Level: Specific to your environment
   • Name: Specific to your environment
   • Location: Your main office - specific to your environment
   • Business Unit (Department): Admin (or your customized equivalent).
   • Default Territory: your main territory.
6. Click Save to finalize the new API member.

Step 3: Create an API Key in ConnectWise

With the member created, you now generate the keys that CloudRadial Chat uses to authenticate and sync with ConnectWise.

1. On the new API member, select the API Keys tab.
2. Click + to create a new API key.
3. For Description, enter CloudRadial Chat, then click Save.
4. Copy both the Public Key and Private Key.

You will also need the URL of the API server for your instance and the URL where you access ConnectWise Manage. For cloud-hosted Manage in North America, for example:

• Site URL: https://api-na.myconnectwise.net
• Link to Host: https://na.myconnectwise.net

If you host the instance yourself, both URLs will be the same.

Step 4: Enter Your API Keys Into CloudRadial Chat

Once you have your Username (Key) and Password (Secret) from ConnectWise, set up the connection in Chat:

1. Log in to your CloudRadial Chat account.
   • You can either do this in the setup wizard or, if you're changing PSAs, you can do so under Connectors, explained in the next step
2. Go to Connectors from the left-hand menu and locate/select ConnectWise under the PSAs option
3. Enter the information as required.
4. Click Save to finalize the connector.

Note: Customized alerting for specific ticket notifications is available with the Professional and Enterprise Chat subscriptions.