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Once you’ve created your API member with the proper security role and permissions, you can configure the connection to Neo Agent through the integrations dashboard.
You’ll need the API credentials and configuration details from your ConnectWise API member to complete this setup.

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Required Information

Before starting the connection process, gather the following information from your ConnectWise system:
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API Member Identifier
string
required
The text-based Member ID you created for the Neo API member (e.g., neo_agent). This is found in System → Members → API Members.
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Public Key
string
required
The Public Key generated for your Neo API member. This acts as the username for API authentication.
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Private Key
string
required
The Private Key generated for your Neo API member. This acts as the password for API authentication.
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ConnectWise PSA URL
string
required
Your ConnectWise API base URL (e.g., https://api-na.myconnectwise.net/). This is the URL used for API access to your ConnectWise instance.
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Company Name
string
required
Your company name exactly as shown on the ConnectWise login screen. This must match precisely for authentication to work.
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Neo's Regular (non-API) Member ID
string
Optional. The Member ID of the regular (non-API) member you created for time entries. Provide this if you want Neo to log its own time entries — ConnectWise won’t let the API-only member create them. Leave blank to skip time-entry logging.
Find company name on ConnectWise login screen

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Configuring the Integration

1

Access the Neo Agent Dashboard

Navigate to the Neo Agent Dashboard and log in with your credentials.
2

Select ConnectWise Integration

From the integrations page, find and select ConnectWise from the list of available PSA integrations.
3

Enter Your Credentials

Submit the credentials you gathered from your ConnectWise system:
  • Username (public key): Enter the generated public key
  • Password (private key): Enter the generated private key
  • PSA URL: Enter your ConnectWise API base URL
  • Company Name: Enter your exact company name from the login screen
  • Neo’s API-only Member ID: Enter the Member ID of your Neo API member
  • Neo’s Regular (non-API) Member ID (optional): Enter the regular member’s ID if you want Neo to log time entries
ConnectWise connection form in the Neo Agent dashboard
Double-check all credentials for accuracy, especially the company name. Incorrect information will prevent Neo Agent from connecting to your ConnectWise system.
4

Test the Connection

Once you’ve entered all credentials, Neo Agent will attempt to establish a connection to your ConnectWise system to verify the configuration.
A successful connection test confirms that Neo Agent can access your ConnectWise system with the provided credentials and security permissions.
5

Save Configuration

After successful testing, save your integration configuration to enable Neo Agent workflows to interact with your ConnectWise system.

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Troubleshooting Connection Issues

If you encounter issues during the connection process, check the following:
  • Verify that the API Member Identifier is correct and corresponds to an active API member
  • Ensure the Public and Private keys were generated correctly in ConnectWise
  • Check that the company name matches exactly what appears on the ConnectWise login screen
  • Confirm the ConnectWise PSA URL is correct and accessible
  • Review the security role permissions for your Neo API member
  • Ensure all required permissions listed in the API member creation guide are assigned
  • Verify that both Inquire and Add/Edit levels are set correctly
  • Check that the “Neo” security role is properly assigned to the API member
  • Confirm your ConnectWise PSA URL is accessible from external networks
  • Check if any firewall rules might be blocking API connections
  • Whitelist Neo Agent’s IP address if your system restricts access by IP
  • Test the URL accessibility from outside your network
ConnectWise blocks API-only members from creating time entries — this is a ConnectWise restriction, not a permissions setting. Granting Time & Expense on the security role is necessary but not sufficient: the time entry must be owned by a regular (non-API) member.To fix it:
  1. Create a regular (non-API) member for Neo and assign it the Neo security role.
  2. Enter that member’s ID in the Neo’s Regular (non-API) Member ID field and save the integration.
Until then, Neo’s other capabilities keep working and time-entry attempts log an action-required notice in your inbox instead of failing the workflow.

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What’s Next?

With your ConnectWise system successfully connected to Neo Agent, you can now:
  • Create Workflows: Build automated workflows that interact with your ConnectWise tickets and data
  • Set Up Pod Integration: Consider setting up the ConnectWise Pod for seamless in-PSA access
Start with simple workflows to test the integration before implementing more complex automation scenarios. This helps identify any configuration issues early in the process.