Setting Up the ConnectWise Integration with CloudRadial Chat

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

• Step 1: Creating a Specific Security Role for Chat
• Step 2: Creating an API Member
• Step 3: Creating an API Key in ConnectWise
• Step 4: Entering ConnectWise API Keys into CloudRadial Chat's Connector

Step 1: Creating a Specific Security Role for Chat

Why are we doing this? Creating a specific security role for Chat will ensure that the permissions are limited to solely what is necessary, reducing any risk for security complications.

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

* – Table Setup access is necessary only while initial setup of the connector is happening, or when base data changes happen that need to be updated in CloudRadial Chat (ex. adding a new ticket status).

Chat reads and caches these values for future use. For the Add level, you need to temporarily enable Add to allow Chat to create a new record in the Service\Source table to register itself as a ticket source. After the initial setup, you can remove the Add level access from Table Setup.

1. Press Save And Close to finalize the CloudRadial Chat security role settings

Step 2: Creating an API Member

Why are we doing this? Getting an API Member setup, along with the keys, will set us up to establish a link between CloudRadial Chat and ConnectWise so that they can share information back and forth.

1. In either the cloud-based instance or on the Windows client for ConnectWise Manage, navigate to System on the left-hand navigation menu, then to Members
   
                                                    
   
   
2. Select the tab for API Members 
3. Click + to create a new API member
   
   
   
   
4. In the Profile section, look for the Member ID and Member Name fields
   • Enter what you like for both. We recommend something like Portal Chat, as this will show in the portal's name syncing back and forth.
     
     
5. Under the System section, give CloudRadial the highest permissions to prevent sync errors later 
   • Set the Role ID to the previously created CloudRadial Chat security role
   • Set the Level to Corporate or customized equivalent
   • Set the Name to Corporate or customized equivalent
   • Set the Location to your main office
   • Set the Business Unit to Admin or customized equivalent
   • Set the Default Territory to your main territory
     
     
     
     
6. Select Save to finalize your new API Member

Step 3: Creating an API Key in ConnectWise

Why are we doing this? Now that the member and keys are created, we need to set the information in CloudRadial Chat so the syncing and sharing can begin between the two systems.

1. Select the API Keys tab on the new API Member
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
   
   
   
   
5. You will also need to know the URL of the API server for your instance, and the URL where you access Connectwise Manage. Examples for cloud hosted Manage in North America would be:
   • Site URL: https://api-na.myconnectwise.net
   • Link to Host: https://na.myconnectwise.net 

     • If you are hosting the instance then the URLs for both will be the same

Step 4: Entering ConnectWise API Keys into CloudRadial Chat's Connector

Once you have your Username (Key) and Password (Secret) from ConnecWise, you can set up your connection within Chat. To do so:

1. Log into your CloudRadial Chat account
2. Navigate to Connectors from the left-hand feature set menu and locate/select ConnectWise
   • You may need to add the Connector via the button at the top right
3. Enter the information as required.
4. Select Save to finalize the Connector 

Optional: Toggle the Subscribe button to receive all ticket updates to the Internal Chat Channel.