---
title: "Dialpad + ConnectWise"
slug: "dialpad-connectwise"
description: "Discover how to enhance your communication with the Dialpad + ConnectWise PSA integration. Set up, manage tickets, and troubleshoot issues seamlessly."
tags: ["ConnectWise PSA", "Dialpad Integration", "Workflow Management"]
updated: 2026-04-16T18:01:33Z
published: 2026-04-16T18:01:33Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

> [!NOTE]
> 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](mailto:ps-integrations@dialpad.com) 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:

| **Resource** | **Access** |
| --- | --- |
| **Contacts** | Read |
| **Companies** | Read |
| **Service Tickets** | Read and write |
| **Service Ticket Notes** | Read and write |
| **Service Boards** | Read and write |

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

![View of the API keys tab in ConnectWise.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Cw - Api Keys.png)

### Connect Event Hub to ConnectWise

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

1. Navigate to **My Company**> **Integrations**

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

![View of the integrations list page. The options for AI Event Hub are highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/aeh-connect.jpeg)
2. Navigate to the **AI Event Hub** integration and select **Options** > **Manage Extension** > **Enable**

![The AI Event Hub settings page. The option to enable the integration is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1774044560684.png)
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**

![View of setting up your Filevine integration. You have the option to select which CRM you want as the first step of the configuration.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/select-crm.jpeg)
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]
> 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] > 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**

![View of the Integrations page, with a list of integrations. The Info Hub options are highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ih-connect.jpeg)
3. Select **Enable Info Hub**
4. Under Template, select **Ticketing Service**

![View of the Info Hub settings page. The options to enable the integration and choose a template are highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ih-template-select.jpeg)
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.

| **Single match found** | The contact connects automatically and their details (name, email, phone, company) display right away. |
| --- | --- |
| **Multiple matches found** | A list of potential matches appears — select the correct one. |
| **No match found** | Use the search bar to look up the contact by name, email, or phone. |

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

![View of matched tickets in the ConnectWise widget in the skinny bar.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1774916717588.png)

### View tickets

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

| **Contact Recent Tickets** | Tickets associated with the matched contact (5 most recent) |
| --- | --- |
| **Company Recent Tickets** | Tickets associated with the contact's company |

Each ticket shows:

- **Ticket ID and summary**
- **Status**
- **Priority**
- **Last updated date**

Select any ticket to view full details, including notes.

![View of listed tickets in the ConnectWise widget in the skinny bar.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/IH%20-%20Connected%20Contact.png)

### 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 of a ticket in ConnectWise. The option to log the call as a ticket is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1774916767964.png)

### 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.

![Ticket details are shown in the ConnectWise widget in the skinny bar.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1774916925643.png)

#### What gets logged

When calls are logged, this information is captured:

| **Field** | **Description** |
| --- | --- |
| **Call direction** | Inbound or Outbound. |
| **Duration** | Total call length. |
| **Talk time** | Actual conversation time. |
| **Date/Time** | When the call occurred. |
| **Agent** | Dialpad user who handled the call. |
| **Recording link** | Link to the call recording (if enabled). |
| **AI Recap** | AI-generated call summary (if enabled). |

#### How call logging works

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

| **Scenario** | **Description** |
| --- | --- |
| **Ticket selected during the call** | Call is logged to the selected ticket. |
| **Auto-create enabled, no ticket selected** | A new ticket is created and the call is logged to it. |
| **Auto-create disabled, no ticket selected** | No ticket note is created. |
| **Missed call** | A ticket is created with a "Missed call" summary. |

### Screen pop

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

| **Scenario** | **Description** |
| --- | --- |
| **Call with an associated ticket** | The ticket details page. |
| **Call without a ticket** | The new ticket form. |
| **Unknown contact** | The contact search page. |

## 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.