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PSA Setup Guides

ConnectWise Manage Setup

Written By Victor Raessen

Last updated 5 days ago

Part of the PSA Setup Guides. See also: Autotask | HaloPSA

Prerequisites

Before you begin, ensure you have:

  • Administrator access to ConnectWise Manage

  • Permission to create API Members and Security Roles

  • Access to your Salesbuildr Dashboard

  • A secure location to store API keys

Before you connect: prepare your product data

Once you connect ConnectWise to Salesbuildr, an initial sync runs and your product catalogue is imported. If your product data has structural issues at that point, they will carry over and can be harder to correct after the fact. It is worth spending a few minutes on the items below before completing the connection.

MPN fieldSalesbuildr links products to distributor catalogues using the Manufacturer Part Number (MPN). Make sure each product's MPN is stored in the dedicated MPN field in ConnectWise — not in the Product ID field or the description. Products without a correctly placed MPN will not match to distributor pricing automatically.

Billing terms — pick one field and use it consistentlySalesbuildr reads billing frequency (monthly, yearly, one-off) from either the Billing Frequency field or the Unit of Measure field. Both are supported, but you must use one consistently across all products. If some products use Billing Frequency and others use Unit of Measure, the import will produce unreliable results. We recommend Billing Frequency. If your team has historically used Unit of Measure, that works too — just make sure there are no exceptions.

Product Type structureIn Salesbuildr, you set a data source per Product Type — either ConnectWise or Salesbuildr. For hardware, Salesbuildr is typically the right source because of its distributor connections. For services, ConnectWise often holds the correct data. Product Types that contain a mix of hardware and services cannot be assigned a single clean data source. Review your Product Types in ConnectWise and split any mixed types before connecting.

Category structureIf you are planning to reorganise your ConnectWise categories in the coming weeks, do that before connecting. Category changes after the connection is live will break existing mappings, which then need to be rebuilt manually. If a restructure is further down the road, there is no need to delay — you can connect now and revisit categories

⚙️ Part 1: Setup in ConnectWise Manage

💼 These steps are performed inside your ConnectWise Manage account.

🔐 Step 1 – Create a Custom Security Role in ConnectWise

Creating a dedicated security role for Salesbuildr (rather than using the Admin role) provides better security and control.

💡 Note: No additional Manage license is required to assign a security role to an API Member.

👉 To create the role:

  1. Go to System > Security Roles

  2. Click + New to create a role (e.g., Salesbuildr Integration)

  3. Apply permissions as listed below in next section:

🔧 Required Permissions by Module:

Configure these 8 modules with the permissions shown in the screenshots below:

1. Companies

2. Finance

3. Marketing

4. Procurement

5. Project

6. Sales

7. Service Desk

8. System

4. Click Save to create the security role

🔌 Step 2 - Table Setup

Table Setup determines which entities are accessible through the API. You'll need to make specific tables visible for the integration to function properly.

  1. Navigate to System > Table Setup

  2. Click Customize

  3. Ensure the following 23 entities are visible in the left-hand list:

Company Module:

  1. Company / Address Formats

  2. Company / Company Status

  3. Company / Company Type

  4. Company / Country

  5. Company / Team Role

Expense Module:

  1. Expense / Payment Type

Inventory Module:

  1. Inventory / Warehouse Bin

Invoicing Module:

  1. Invoicing / Billing Cycle

  2. Invoicing / Billing Terms

  3. Invoicing / Tax Code

Opportunities Module:

  1. Opportunities / Opportunity Status

  2. Opportunities / Sales Probability

  3. Opportunities / Sales Stage

  4. Opportunities / Sales Teams

  5. Opportunities / Opportunity Type

Products Module:

  1. Products / Category

  2. Products / Manufacturers

  3. Products / Product Type

  4. Products / Subcategory

Service Module:

  1. Service / Priority

  2. Service / Service Board

  3. Service / Severity

  4. Service /SLA

4. Click Save to apply changes

👤 Step 3 – Create the API Member

The API Member serves as the authentication account for Salesbuildr to access your ConnectWise data.

  1. Navigate to System > Members

  2. Open the API Members tab

  3. Click + New Item

  4. Configure the following fields:Member ID: Salesbuildr

    1. Member Name: Salesbuildr

    2. Role ID: Select the custom security role in the Role ID drop-down that contains the correct Manage permissions needed. We recommend using the Custom Security Role that was created in the previous steps.

    3. Level: Select Corporate in the Level and Name drop-downs. Selecting Corporate (Level 1) is generally the most appropriate and provides the most access to companies in Manage that is needed for the Salesbuildr integration.

    4. Location: Any (this does not affect integration)

    5. Default Territory: Corporate

  5. Click Save and Close.

🔑 Step 4 – Generate API Keys

API keys authenticate Salesbuildr's connection to ConnectWise. You'll need both keys to complete the integration in Salesbuildr.

  1. Open the API Member you just created (Salesbuildr)

  2. Navigate to the API Keys tab

  3. Click + New Item

  4. Enter a description: Salesbuildr Integration

  5. Click Save

You’ll now see:

  • Public Key

  • Private Key (only visible once)

⚠️ Store both keys securely (e.g., in a password manager). You’ll need them during integration, and the Private Key cannot be retrieved again.

Now go to Salesbuildr to complete the integration by entering the Public Key, Private Key, and Site URL.

⚙️ Part 2: Setup in Salesbuildr

🧩 Complete these steps in your Salesbuildr Dashboard.

🔧 Step 1 – Connect ConnectWise

  1. Log into your Salesbuildr Dashboard

  2. Click the Configure your PSA Integration tile on your dashboard Alternatively, navigate to Settings > Integrations > Manage > ConnectWise

  3. Toggle ConnectWise, then click Configure

  4. In the window that opens, enter the following

    1. Company ID: Your ConnectWise company identifier

    2. Site URL: Your ConnectWise hostname (e.g., yourcompany.connectwise.com)

    3. Public Key: From Step 4 above

    4. Private Key: From Step 4 above

  5. Click Save

You can also setup integration under Settings > Integrations > Manage > ConnectWise

🔧 Step 2: Complete Field Mapping

After saving your connection details, the field mapping window will open automatically. This step ensures data syncs correctly between ConnectWise and Salesbuildr.

1. Default Product Type & Shipping Configuration

Configure fallback values for product categorization and shipping handling:

  • Salesbuildr Default Product Type: Select your default

  • ConnectWise Default Product Category: Select your default

  • Shipping Product: Select the ConnectWise product that represents shipping costs

🚚 Why this matters: When you apply shipping costs in Salesbuildr, they'll automatically appear as a separate line item in ConnectWise using the product you specify here.

2. Company Type Mapping:

Set rules for how Salesbuildr handles companies with multiple types in ConnectWise.

  1. Review the default company type mapping

  2. Adjust the priority order by dragging company types

    • Types at the top take priority when a company has multiple types

    • Example: If "Customer" is #1 and "Prospect" is #2, a company marked as both will import as "Customer"

Why this matters: This prevents duplicate companies and ensures consistent company classification in Salesbuildr.

3. Opportunity Status Mapping

Map opportunity stages between the two systems to maintain consistent sales pipeline tracking.

Match each Salesbuildr opportunity status to its ConnectWise equivalent:

  • Lost

  • Open

  • Won

  • (Your custom statuses)

4. Product Status Mapping

Map product lifecycle stages between systems.

Match each Salesbuildr product status to its ConnectWise equivalent:

  • Active

  • Inactive

  • (Your custom statuses)

🔧 Step 3: Complete Initial Sync

After mapping is complete:

  1. Click Save to begin the initial synchronization

  2. Salesbuildr will automatically:

    • Sync company types from ConnectWise

    • Import and map product/service categories

    • Sync contacts, companies, and manufacturers

    • Import your product catalog

    • Install callback URLs for real-time updates

⏳ Initial sync typically takes 10-20 minutes depending on your data volume. You can continue using Salesbuildr while this runs in the background. You'll receive a notification when sync is complete.

3. Click confirm once complete.

Mapping can also be done under Settings > Integrations > ConnectWise

🔧 Step 4: Verify Your Integration

Integration Checklist

Confirm the following after your initial sync completes:

  • Companies have synced to Salesbuildr

  • Contacts are visible and linked to companies

  • Products and services are available in your catalog

  • Product categories are properly structured

Test Real-Time Sync

  1. In ConnectWise, update a contact's phone number or email

  2. Wait 1-2 minutes

  3. Check that the change appears in Salesbuildr

  4. If the change doesn't appear, see Troubleshooting below

Test Quote-to-Opportunity Workflow

  1. Create and approve a test quote in Salesbuildr

  2. Wait 1-2 minutes

  3. Verify the opportunity appears in ConnectWise with correct line items and pricing

  4. If the opportunity doesn't appear, see Troubleshooting below

Verify your defaults

After the initial sync, Salesbuildr pre-populates some default settings — including the pipeline stage, opportunity source, and payment term. However, the quote status mapping must be configured manually. This mapping determines how quote lifecycle changes (draft, sent, approved, declined) update your ConnectWise opportunity pipeline.

Look for the Default Settings tile on your dashboard under Finish Actions, or go to Settings > Integrations.

What syncs

  • Companies — All active companies from ConnectWise Manage

  • Contacts — Contact records linked to synced companies

  • Products — Your ConnectWise product catalog with pricing

  • Agreements — Accepted quotes create ConnectWise agreements. Configure whether quotes create new agreements or add to existing ones.

  • Opportunities — Quotes are tied to opportunities. Stage progression syncs between systems.

Managing Your Integration

Updating Field Mappings

As your business evolves, you may need to adjust how data maps between systems.

To update mappings:

  • Navigate to Settings > Integrations > ConnectWise

  • Select the mapping type you want to modify:

    • Categories mapping

    • Company type mapping

    • Opportunity status mapping

    • Product terms mapping

    • Product types mapping

Note: Changing mappings affects future syncs only. Historical data remains unchanged.

Product terms mapping (recurring products)

Every recurring product in Salesbuildr has a term, for example Month or Year. ConnectWise needs to know which of its billing cycles each term belongs to. If a recurring term is not mapped, Salesbuildr cannot sync that product or quote line to ConnectWise. The sync stops with an error so the item is never billed incorrectly.

To map your product terms:

  1. Go to Settings > Integrations > ConnectWise > Categories

  2. Open Map product terms and go to Billing Cycles

  3. Map each recurring term (for example Month or Year) to the matching ConnectWise billing cycle

  4. Save, then retry any syncs that failed

You can also set this up during onboarding: it is step 4 (Product terms mapping) of the ConnectWise quick setup. Make sure every term you use on recurring products is mapped, including terms on distributor products such as Pax8 or CloudFactory.

Manual Synchronization

While Salesbuildr syncs data automatically via webhooks, you can trigger manual syncs when needed.

When to use manual sync:

  • After bulk updates in ConnectWise

  • When troubleshooting sync issues

  • After changing integration settings

  • To refresh data on demand

To trigger a manual sync:

  1. Go to Settings > Integrations > ConnectWise

  2. Click Synchronize

  3. Select the data types to sync (Companies, Products, Opportunities, etc.)

  4. Click Start Sync

Troubleshooting Common Issues

Connection Problems

Issue: "Authentication failed" error when connecting

Solutions:

  • Verify your Company ID is correct

  • Confirm the Site URL format (e.g., yourcompany.connectwise.com)

  • Check that both Public and Private keys are entered correctly

  • Ensure the API Member has the correct security role assigned

Issue: Some data isn't syncing

Solutions:

  • Check Table Setup in ConnectWise to ensure required tables are visible

  • Verify the API Member's security role has the necessary permissions

  • Review field mappings to ensure all statuses are mapped

  • Trigger a manual sync to refresh data

Issue: Sync fails with error SB-CW-PRODUCT-000022 or SB-CW-PRODUCT-000023

The error message says no ConnectWise billing cycle is mapped for a recurring product term. SB-CW-PRODUCT-000022 appears on the product catalog sync, SB-CW-PRODUCT-000023 on the quote line sync.

Solutions:

  • Map the term under Settings > Integrations > ConnectWise > Categories > Map product terms > Billing Cycles (see Product terms mapping above)

  • Click Retry on the failed sync

Issue: Products are missing from the catalog

Solutions:

  • Verify products are marked as "Active" in ConnectWise

  • Check that product categories are properly mapped

  • Ensure the API Member has access to the Product Module

  • Review Product Status mapping to confirm active products are mapped correctly

Issue: Agreement mapping confusion

Solutions:

  • ConnectWise has the most complex agreement structure of the three PSAs. Understand the difference between creating a new agreement and an addition to an existing agreement

  • Review your agreement type mapping under Settings > Integrations

Issue: Opportunity stages not updating

Solutions:

  • Verify your stage mapping under Settings > Integrations

  • Make sure all opportunity board stages are mapped. Unmapped stages will not update

Next steps

Your ConnectWise integration is connected. Here's what to do next:

  • Return to the Provisioning Checklist to continue onboarding

  • Review your product catalog now that products have synced

  • Fine-tune field mappings and sync settings on the PSA Configuration page

  • Set up pricing rules and category markups

Need Help?

If you encounter issues not covered in this guide:

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