WYRE-AI 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.
Anti-triggers
- The organisation itself — company type, status, sites and billing
defaults hang off the company record, not its contacts; use
connectwise-psa-companies. - Your own technicians — internal staff are
/system/members, a separate entity that contact searches never return; query it throughconnectwise-psa-api-patterns.
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 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:
- Ensure contact has valid email
- Set
portalSecurityLevel> 0 - Set
disablePortalLoginFlag= false - 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
- Always include company - Contacts must belong to a company
- Add communication items - Email/phone essential for notifications
- Set contact type - Helps identify primary contacts
- Use portal access wisely - Grant minimum necessary access
- Link to site - Important for multi-site companies
- 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