Connecting Kaseya BMS to CloudRadial Chat

The CloudRadial Chat connector for Kaseya BMS (Business Management Solution) uses a dedicated API user 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 Kaseya BMS.

• Prerequisites
• Step 1: Create a Dedicated Security Role in Kaseya BMS
• Step 2: Create an API User in Kaseya BMS
• Step 3: Enter Your Credentials Into CloudRadial Chat
• Troubleshooting: Common Connection Errors
• Differences From the UCP BMS Integration
• Need Help?

Prerequisites

• An active CloudRadial ChatAI subscription.
• A Kaseya BMS account with API access enabled.
• A dedicated API user in Kaseya BMS (recommended for security and audit purposes).
• Your Kaseya BMS instance (Site) URL and company/tenant name.

Step 1: Create a Dedicated Security Role in Kaseya BMS

Creating a specific security role ensures that you follow the principle of least privilege to be as secure as possible with your API key, created in the next step. To do so:

1. Log in to Kaseya BMS as an admin
2. Navigate to Admin > Security > Roles
3. Click +New to create a new role set
4. Name the role CloudRadial Chat and give it a description of your choosing, if you want to
5. Set the Role Type to Internal
6. Select Save and then follow the table below for specific permission instructions.
   • Note: Chat is a read-heavy integration: it creates and updates tickets and notes, but performs no delete operations and only reads CRM data.

Service Desk

CRM (read-only) 

This module has only View and Modify columns, and Chat needs View only.

HR (read-only) 

This module has only View and Modify, and Chat needs View only.

Admin (Has API Access)

In the Admin section's Special Features, check Has API Access. Chat does not need any other Admin module View/Modify permissions.

Step 2: Create an API User in Kaseya BMS

Creating a dedicated API user keeps the integration's credentials separate and manageable, and lets you scope its permissions to only what Chat needs. Assign the user a role with the permissions below.

1. Go to Admin > HR > Employees and select New. 
2. Set the User Type to API Employee. 
3. Assign the Security Role you created in Step 1. 
4. Enter a valid email address for the account (this is required for setting the password). 
5. Select Save. Set the account's password. 
   • Note: The API employee can't sign into the UI, so either:
     • Have the API user open the gateway link, enter the username, and choose reset password, or
     • As an admin, select the API user and choose Reset and Send instructions.

The user receives a link to create a password, which is what authenticates the API calls. Keep the account's User Name, Password, and Company handy; you'll enter them in Chat next.

Step 3: Enter Your Credentials Into CloudRadial Chat

Once your API user exists, set up the connection in Chat. You can do this in the setup wizard or, if you're changing PSAs, under Connectors as described below.

1. Log in to your CloudRadial Chat account.
2. Go to Connectors from the left-hand menu and select Kaseya BMS under the PSAs option. You may need to add the connector using the button at the top right.
3. Enter your Kaseya BMS credentials:
   • Company Name — your tenant/company identifier.
   • Kaseya BMS URL — your Kaseya BMS instance URL (for example, https://your-instance.kaseya.com). The connector uses the BMS REST API v2.
   • API Username — the API user created in a previous step.
   • API Password — the API user's password.
4. Click Test Connection to verify the credentials work.
5. Once the test succeeds, click Save.

Troubleshooting: Common Connection Errors

"'<' is an invalid start of a value"

This means the API endpoint returned an HTML page instead of the expected JSON. It usually points to one of:

• Wrong Site URL. You may be pointing at the standard BMS web portal/login URL rather than your API-enabled instance URL. Double-check the URL against your Kaseya BMS documentation or account representative.
• Authentication redirect. The server is redirecting to a login page instead of processing the API request, which can happen when the API user's credentials are wrong or the user doesn't have API access enabled.
• Firewall or proxy interference. A web application firewall, proxy, or security appliance may be intercepting the request and returning an HTML error page.

"Unauthorized" / "401"

The credentials aren't valid for API access. Verify that:

• The username and password are correct.
• The API user account is active and not locked.
• The API user has been granted API access permissions in BMS.

"Connection Timeout"

• The Site URL is incorrect or unreachable.
• Network firewalls are blocking outbound connections from CloudRadial to BMS.
• The BMS instance is temporarily unavailable.

Differences From the UCP BMS Integration

If you've already configured Kaseya BMS for your CloudRadial UCP, note that the Chat integration is configured separately:

• Separate credentials. Chat requires its own PSA credentials, even if UCP is already connected to BMS.
• Connection details. Refer to the specific fields shown on the Chat connector screen rather than reusing UCP's.
• Ticket routing. Chat's ticket routing is configured within Chat, not through UCP's board routing rules.

Need Help?

If you continue to have trouble connecting Kaseya BMS to Chat, please submit a support ticket with:

• The exact error message you're receiving.
• The Site URL you're using (do not include passwords).
• A screenshot of the error, if available.