Dialpad + ConnectWise

The Dialpad + ConnectWise PSA integration enhances users’ communication experience by seamlessly connecting Dialpad with ConnectWise. This enables users to view caller details in real-time, automatically log calls to service tickets, and manage their tickets right within the Dialpad sidebar. With ConnectWise, users can easily identify callers, manage service tickets, and access vital client information without leaving their Dialpad environment.

Who can use this

Admins must enable this feature. This is available to all users as an add-on for Dialpad Connect and Support licenses through Professional Services. Contact your account team or email the Professional Services team to get started.

ConnectWise setup requirements

Before beginning the integration process, ensure that you have the following:

• A Dialpad admin account with access to integration settings

• A ConnectWise PSA account with an API member created for Dialpad

• ConnectWise API credentials:

  • Company ID

  • Public Key

  • Private Key

  • Client ID

There are required permissions for your ConnectWise API member:

Create an API Member in ConnectWise

The integration requires an API member to facilitate system-to-system communication. Follow these steps:

Create a security role in ConnectWise

1. Go to System > Security Roles

2. Select + to create a new role

3. Name the role (e.g., "Dialpad Integration")

4. Set these permissions:

   Module	Permission	Level
   Companies > Company Maintenance	Inquire	All
   Companies > Contacts	Inquire	All
   Service Desk > Service Tickets	Add, Edit, and Inquire	All
   Service Desk > Service Board	Inquire	All

5. Select Save

Create the API member  

1. Navigate to System > Members > API Members

2. Select the + icon

3. Assign the Role ID to the security role

4. Fill in the remaining required fields

5. Select Save

Generate API keys  

1. Open the newly created API member

2. Go to the API Keys tab and select the + icon

3. Enter a description (e.g., "Dialpad Integration")

4. Select Save

5. Copy the Public Key and Private Key

   Note

   The private key is shown only once, don’t forget to copy it.

Connect Event Hub to ConnectWise

To enable ConnectWise in Dialpad, go to your Dialpad Admin Settings.

1. Navigate to My Company > Integrations

   Note

   The integration must be enabled at the company level first. To enable ConnectWise for a specific office, select Office Settings > Integrations.

   

2. Navigate to the AI Event Hub integration and select Options > Manage Extension > Enable

   

3. Select Save Changes

4. Return to the Integrations page and navigate to the AI Event Hub integration again

5. Select Options > Connect / Reconnect

6. Select ConnectWise as your CRM, then select Next

   

7. Enter your ConnectWise credentials:        

   • Base URL: Your ConnectWise API endpoint (e.g., https://your-domain/v4_6_release/apis/3.0)

   • Authentication Credentials: companyid + publickey:privatekey (in plain text)

   • Client ID: Provided by your PS team

8. Choose a connection to use for activation and select Create Connection

9. Configure the integration features:

   Base settings

   Note

   These settings apply to the overall integration and must be configured before enabling specific features.

   Setting	Description
   API Base URL	The ConnectWise API endpoint the integration uses to communicate with your instance.
   Log All Calls for This Office	Applies your call logging and screen pop configurations to all calls within the office. Required for the integration to process calls.
   Enable Task Queue	Groups related call events (e.g., hangup, recording, AI recap) into a single ticket note instead of creating separate entries. Note This is a recommended action. It adds a short delay (approximately 3 minutes) but produces cleaner, more complete logs.

   Call logging settings

   Setting	Description
   Base URL	Your ConnectWise web domain (used to build links to tickets and contacts).
   Company ID	Your ConnectWise company identifier (used for links).
   Service Board Name	The board where tickets are created and call notes are logged.
   Auto Create Tickets for Unassigned Calls	Automatically creates a ticket when a call ends without one assigned (optional).
   Service Board for Auto Created Tickets	Routes auto-created tickets to a different board (optional).
   Create Public (Discussion) Ticket Notes	Also writes a customer-visible note alongside the internal note (optional).

   Screen pop settings

   Setting	Description
   Screen Pop Base URL	Your ConnectWise web domain (used to build the pop-up destination).
   Screen Pop Direction	Choose whether to have the screen pop open for Inbound calls, Outbound calls, or both.
   Call Event Trigger	The event that opens the pop-up (commonly "Connected").

(Optional) Enable the widget in the skinny bar

To show the widget in your Dialpad sidebar, navigate to your Dialpad Admin Settings.

1. Select Office Settings > Integrations

2. Select Options > Manage Settings

   

3. Select Enable Info Hub

4. Under Template, select Ticketing Service

   

5. Select Save Changes

Your ConnectWise integration is now established. Look for the InfoHub widget in the sidebar to verify a successful connection to ConnectWise.

Using the ConnectWise Integration in Dialpad

When you receive or make a call, the ConnectWise Info Hub sidebar appears in Dialpad with relevant customer information.

Match contacts

The sidebar automatically searches ConnectWise for contacts matching the caller's phone number.

To change a match, select Rematch and search for a different contact.

View tickets

Once a contact is matched, you'll see two ticket sections:

Each ticket shows:

• Ticket ID and summary

• Status

• Priority

• Last updated date

Select any ticket to view full details, including notes.

Create and associate tickets

You can create or associate tickets during or after a call.

To log a call to a ticket during a call:

1. Select Log Call to Ticket in the sidebar

2. Enter an existing Ticket ID to associate the call, or select Create New Ticket and add a summary

   The selected ticket becomes the active ticket. When the call ends, call details are automatically logged to it.

To automatically log a ConnectWise ticket after a Dialpad call, the Auto-Create Tickets setting must be turned on. Once enabled, tickets are automatically created when:

• A call ends without a ticket associated.

• The contact has a company in ConnectWise.

Auto-created tickets include the caller's phone number, call direction, and are assigned to the handling agent.

View ticket details

To view ticket details, select any ticket to see:

• Summary, status, contact, and company info.

• Created and updated timestamps.

• Notes, labeled by type:

  Internal	Internal analysis notes (not visible to customers)
  Discussion	Customer-visible notes
  Resolution	Resolution notes

Call logging

When a call ends, Dialpad automatically logs the details to ConnectWise as a ticket note.

What gets logged

When calls are logged, this information is captured:

How call logging works

These are the different scenarios for when a call is logged:

Screen pop

When enabled, Dialpad automatically opens ConnectWise in your browser when a call arrives.

Troubleshooting

Let’s go over some common errors and how to fix them.

"CRM Not Connected" Error

• Double-check your ConnectWise credentials (Company ID, Public Key, Private Key).

• Make sure your API keys haven’t expired.

• Confirm the Base URL is correctly formatted (e.g., https://your-domain/v4_6_release/apis/3.0).

Contact Not Found in Search

• Try searching by exact phone number or email

• Verify the contact exists in ConnectWise

• Check for special characters in the search query

Ticket Creation Failed

• Confirm the contact has an associated company in ConnectWise.

• Verify the default service board is configured in Event Hub settings.

• Check that your API member has read/write access to Service Tickets and Service Boards.

Screen Pop Not Working

• Make sure screen pop is enabled in your admin settings.

• Check that the correct direction (Inbound/Outbound/Both) is configured.

• Allow pop-ups from Dialpad in your browser settings.

Frequently asked questions

Why isn't my contact matching being automatically applied?

Contact matching searches by phone number. Ensure the contact's phone number in ConnectWise:

• Is stored in a communication item field

• Matches the caller ID format

Why can't I create tickets?

Ticket creation requires:

• A matched contact with an associated company

• A configured default service board

• Proper API permissions in ConnectWise

Can I use this with multiple ConnectWise instances?

Currently, each Dialpad company connects to one ConnectWise instance. For multi-instance needs, contact your Dialpad account team.

Are call recordings included in ticket notes?

Yes, if call recording is enabled in Dialpad, a link to the recording is included in the ticket note. Access depends on your Dialpad recording retention settings.

How do AI Recaps appear in ConnectWise?

When enabled, AI-generated call summaries are appended to the ticket note after the call ends. The recap includes the call summary.

What happens for transferred calls?

Transferred calls maintain context through a master call ID. All call legs are logged to the same ticket if one was selected at any point during the call.