ConnectWise PSA Contact Management

Overview

Contacts in ConnectWise PSA represent individuals at your client companies. Contacts can be ticket requestors, agreement signers, project stakeholders, and portal users. This skill covers contact CRUD operations, communication items, contact types, and portal access management.

API Endpoint

Base: /company/contacts

Contact Types

Standard contact types in ConnectWise PSA:

Note: Contact types are configurable. Query /company/contacts/types for your instance's types.

Complete Contact Field Reference

Core Fields

Contact Information

Address Fields

Portal Access Fields

Tracking Fields

Communication Items

Communication items store contact methods (email, phone, fax, etc.) for a contact.

Communication Item Endpoint

/company/contacts/{contactId}/communications

Communication Item Fields

Communication Types

Add Communication Item

POST /company/contacts/{contactId}/communications
Content-Type: application/json

{
  "type": {"id": 1},
  "value": "john.smith@acme.com",
  "defaultFlag": true,
  "communicationType": "Email"
}

Add Phone Number

POST /company/contacts/{contactId}/communications
Content-Type: application/json

{
  "type": {"id": 2},
  "value": "555-123-4567",
  "extension": "101",
  "defaultFlag": true,
  "communicationType": "Direct"
}

Portal Access

Portal Security Levels

Enable Portal Access

PATCH /company/contacts/{id}
Content-Type: application/json

{
  "portalSecurityLevel": 2,
  "disablePortalLoginFlag": false
}

Portal Password Reset

Portal passwords are managed through the ConnectWise portal. The API does not expose password fields.

Portal Invitation

To invite a contact to the portal:

1. •Ensure contact has valid email
2. •Set portalSecurityLevel > 0
3. •Set disablePortalLoginFlag = false
4. •Portal sends automatic invitation email

API Operations

Create Contact

POST /company/contacts
Content-Type: application/json

{
  "firstName": "John",
  "lastName": "Smith",
  "company": {"id": 12345},
  "title": "IT Director",
  "type": {"id": 4}
}

Create Contact with Communication Items

POST /company/contacts
Content-Type: application/json

{
  "firstName": "John",
  "lastName": "Smith",
  "company": {"id": 12345},
  "title": "IT Director",
  "type": {"id": 4},
  "communicationItems": [
    {
      "type": {"id": 1},
      "value": "john.smith@acme.com",
      "defaultFlag": true
    },
    {
      "type": {"id": 2},
      "value": "555-123-4567",
      "extension": "101",
      "defaultFlag": true
    }
  ]
}

Get Contact

GET /company/contacts/{id}

Update Contact

PATCH /company/contacts/{id}
Content-Type: application/json

{
  "title": "CTO",
  "type": {"id": 2}
}

Search Contacts

GET /company/contacts?conditions=company/id=12345 and inactiveFlag=false

Delete Contact

DELETE /company/contacts/{id}

Note: Contacts with related records (tickets, etc.) cannot be deleted. Mark as inactive instead.

Common Query Patterns

All contacts for a company:

conditions=company/id=12345

Active contacts only:

conditions=inactiveFlag=false

Contacts by type:

conditions=type/id=2

Contacts with portal access:

conditions=portalSecurityLevel>0 and disablePortalLoginFlag=false

Search by name:

conditions=firstName contains "John" or lastName contains "Smith"

Contacts by email:

conditions=communicationItems/value="john@acme.com"

Primary contacts only:

conditions=type/id=2 and inactiveFlag=false

Contact Relationships

Related Entities

Contact Notes

GET /company/contacts/{id}/notes
POST /company/contacts/{id}/notes

Note Fields:

Best Practices

1. •Always include company - Contacts must belong to a company
2. •Add communication items - Email/phone essential for notifications
3. •Set contact type - Helps identify primary contacts
4. •Use portal access wisely - Grant minimum necessary access
5. •Keep contacts active - Mark inactive rather than delete
6. •Link to site - Important for multi-site companies
7. •Avoid duplicates - Search before creating new contacts

Error Handling

Related Skills

• •ConnectWise Companies - Company management
• •ConnectWise Tickets - Service tickets
• •ConnectWise API Patterns - Query syntax and auth