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Overview

The Captivo integration for ConnectWise connects your RingCentral phone system directly with your ConnectWise instance and all installed apps, so every call your company makes or receives is automatically matched to the right contact and logged against the right record — without anyone having to do it manually. What it does:
  • Surfaces the matching ConnectWise contact when a call comes in or goes out
  • Automatically logs call activities against the correct record within the installed app, including duration and notes
  • Lets you add call notes from directly within the RingCentral dialer
  • Uses AI transcriptions to summarise conversations and extract tasks
  • Places outbound calls directly from ConnectWise with click-to-dial

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Requirements

Before you begin, make sure you have:
  • An active RingCentral account with App Connect access
  • An active ConnectWise subscription with access to API key generation in settings
  • Google Chrome or Microsoft Edge browser

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Set up the integration

Setup takes a few minutes: generate a pair of API keys in ConnectWise, then paste them into App Connect.

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1. Generate your ConnectWise API keys

Your API keys are created on your own ConnectWise member record, so the integration acts as you — calls you log are attributed to your name.
1

Open your member record

In ConnectWise, go to System → Members and open your own member.
2

Create a new API key

Select the API Keys tab, click New, and give it a description such as RingCentral App Connect. Save.
3

Copy both keys

ConnectWise displays a Public Key and a Private Key. Copy both now.
The Private Key is shown only once. If you lose it, you’ll need to generate a new key pair.
4

Note your Company ID

Your Company ID is the company name you type when you log in to ConnectWise — not your company’s display name.

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2. Connect ConnectWise in App Connect

1

Open the connector

In the RingCentral App Connect settings, choose ConnectWise PSA from the CRM list.
2

Select your region

Pick the region your ConnectWise instance runs in — North America, Europe, or Australia.
3

Enter your credentials

Paste in your Company ID, Public Key, and Private Key, then click Connect.
App Connect verifies your credentials against ConnectWise and signs you in. If something’s wrong — a mistyped key or the wrong region — you’ll get a clear message explaining exactly what happened.

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3. Configure your settings

Open the connector settings to choose how calls are logged.

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Using the integration

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Inbound and outbound calls

When a call comes in or goes out, App Connect looks the number up in ConnectWise and surfaces the matching contact straight away. Click the contact’s name to open their record directly in ConnectWise.

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Place calls from ConnectWise (click-to-dial)

Phone numbers inside ConnectWise become clickable. Open a contact, company, or ticket and click a number — the RingCentral dialer opens with it already filled in. No copying, no misdialled numbers.
Click-to-dial and record links require you to be signed in to ConnectWise in the same browser.

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Log a call

However the call started, logging it is the same.
1

Open the log form

When the call ends, open the call log form. You’ll see the matched contact, a space for your notes, and a Ticket dropdown.
2

Choose where it goes

Pick an open ticket from the dropdown to attach the call to it, or leave it on Log as activity (no ticket) to record it against the contact.
3

Add notes and save

Add your notes and click Save. The call, your notes, the duration, and the AI summary all land in ConnectWise.
Need to change something later? Reopen a logged call to edit its notes or move it to a different ticket.

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Search for a contact

If caller ID doesn’t match a contact — or you’re logging a call to someone else — type a name into the call log screen to search your ConnectWise contacts, then pick the right one.

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Automatic call logging (for admins)

Prefer not to log calls by hand? An administrator can turn on server-side call logging, which writes calls into ConnectWise automatically — even when the App Connect extension is closed.
  • Each call is attributed to the right technician: RingCentral users are matched to ConnectWise members by email.
  • It uses the same rules as manual logging (your Default record setting and contact matching).
Server-side logging is enabled and managed by your RingCentral administrator.

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Managing your subscription

You can view your plan, update payment details, switch between monthly and yearly billing, and cancel from the billing portal.

Managing Subscriptions

View and manage your Captivo Labs subscription.

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Troubleshooting

Double-check that your Company ID is your ConnectWise login company name, that you selected the correct region, and that the Private Key was copied exactly. If in doubt, generate a fresh API key pair and try again.
App Connect matches on the digits of the phone number, so formatting differences are handled automatically. If there’s still no match, the number likely isn’t stored on any ConnectWise contact — use the contact search on the log screen to find and log against the right person.
That means the contact’s company has no open service tickets. The call will be logged as a Sales Activity against the contact instead.
Activities are assigned to the ConnectWise member matching your RingCentral email. If your ConnectWise login uses a different email, set it in the ConnectWise member email setting.