The Create a ConnectWise Manage contact action attempts to find an existing contact in ConnectWise Manage by using the email address provided by the client. If one is found, this contact is associated with the scheduling request; if not, TimeZest will create a new contact in ConnectWise Manage, and associate that with the scheduling request.

This action is available when your TimeZest account is connected to ConnectWise Manage.

Configuration Options

This action can be configured with the following options:

The new contact handling determines the exact logic that TimeZest uses when creating a contact, if a matching contact cannot be found in ConnectWise Manage.

If the Create a new contact and company mode is selected, TimeZest will create an entirely new contact and company record in ConnectWise Manage, using the data entered by the client when they schedule. This new contact will be associated with the scheduling request, and the company record created will use the values selected for the Company Type and Company Status drop-downs. The values for these fields are read respectively from the "Company Type" and "Company Status" setup tables in ConnectWise Manage.

If the Create a new contact in a catch-all company mode is selected, TimeZest will create a new contact record, but will associate it with the selected company, as specified in the catch-all company field. If this option is used, TimeZest will not ask the client for the company name when scheduling - just their name and email address.

If the Reject if matching email address not found mode is selected, TimeZest will prevent the client from scheduling, and display an error message to them indicating this.

If the Reject if matching email domain not found mode is selected, TimeZest will search for any other contact in ConnectWise Manage which has the same email domain (e.g. the part of the email address after the '@') as the email address entered by the client. If one is found, TimeZest will create a new contact record, and associate it with the same company as the found contact. If a matching email is not found, TimeZest will prevent the client from scheduling and display an error message to them indicating this. The use case for this mode is creating shareable URL links which can only be used by employees of existing customer accounts, even if they haven't interacted with you before.

This last option will also automatically reject any email addresses where a free email domain (e.g. GMail, Hotmail etc) is used.

Additional Logic

TimeZest will skip executing this action where all users who are being scheduled have a calendar other than ConnectWise Manage set as their writeable calendar. This is to avoid the situation where an orphan contact is created in ConnectWise Manage for appointments which are otherwise only need to exist in Office 365.

TimeZest will skip executing this action where there is already a contact associated with the scheduling request - for example, when a scheduling request is requested from the pod, and TimeZest already knows the contact from the ticket there.

TimeZest will also skip executing this action if there is no longer a ConnectWise Manage integration connected to your account.

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