ConnectWise Manage Contacts

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:

Type ID	Name	Description
1	Admin	Administrative contact
2	Primary	Main point of contact
3	Billing	Billing/accounts payable
4	Technical	Technical contact
5	Sales	Sales contact

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

Complete Contact Field Reference

Core Fields

Field	Type	Required	Description
id	int	System	Auto-generated unique identifier
firstName	string(30)	Yes	Contact first name
lastName	string(30)	No	Contact last name
company	object	Yes	{id: companyId} - Parent company
site	object	No	{id: siteId} - Company site
type	object	No	{id: typeId} - Contact type

Contact Information

Field	Type	Required	Description
title	string(50)	No	Job title
department	object	No	{id: departmentId}
relationship	object	No	{id: relationshipId}
nickName	string(30)	No	Nickname/alias
school	string(50)	No	School/university
marriedFlag	boolean	No	Marital status
childrenFlag	boolean	No	Has children
significantOther	string(30)	No	Spouse/partner name
anniversary	date	No	Anniversary date
birthDay	date	No	Birth date

Address Fields

Field	Type	Required	Description
addressLine1	string(50)	No	Street address
addressLine2	string(50)	No	Suite/unit
city	string(50)	No	City
state	string(50)	No	State/province
zip	string(12)	No	Postal code
country	object	No	{id: countryId}

Portal Access Fields

Field	Type	Required	Description
portalSecurityLevel	int	No	Portal access level (1-6)
disablePortalLoginFlag	boolean	No	Disable portal access
unsubscribeFlag	boolean	No	Opt out of emails

Tracking Fields

Field	Type	Required	Description
inactiveFlag	boolean	No	Contact is inactive
defaultMergeContactId	int	No	ID for merge operations
managerContactId	int	No	Manager contact ID
assistantContactId	int	No	Assistant contact ID
_info	object	System	Metadata

Communication Items

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

Communication Item Endpoint

/company/contacts/{contactId}/communications

Communication Item Fields

Field	Type	Required	Description
id	int	System	Communication ID
type	object	Yes	{id: typeId} - Email, Phone, Fax, etc.
value	string(250)	Yes	The email/phone/etc. value
extension	string(15)	No	Phone extension
defaultFlag	boolean	No	Is primary for this type
communicationType	string	No	Direct, Fax, Cell, Pager, etc.

Communication Types

Type ID	Name	Description
1	Email	Email address
2	Phone	Phone number
3	Fax	Fax number
4	Cell	Mobile phone
5	Pager	Pager (legacy)
6	Direct	Direct line

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

Level	Name	Access
1	Admin	Full access to all company tickets/data
2	Manager	Access to department tickets
3	User	Access to own tickets only
4	Limited	View only
5	Read Only	Read only, no create
6	Restricted	Minimal access

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

Entity	Relationship
Company	/company/companies/{companyId}
Tickets	/service/tickets?conditions=contact/id={id}
Notes	/company/contacts/{id}/notes
Communications	/company/contacts/{id}/communications
Groups	/company/contacts/{id}/groups

Contact Notes

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

Note Fields:

Field	Type	Description
text	string	Note content
type	object	{id: noteTypeId}
flagged	boolean	Flagged for attention

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

Error	Cause	Resolution
Company required	Missing company reference	Include company: {id: x}
firstName required	Missing first name	Provide firstName field
Invalid company	Company doesn't exist	Verify company ID
Cannot delete	Has related records	Mark as inactive instead
Email exists	Duplicate email	Use existing contact

Related Skills

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