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The import process is consistent across all supported integrations, allowing you to bring in team members individually or in bulk.

Supported Integrations

MSPortal.ai supports importing users from the following integrations:
The import process is the same regardless of which integration you use. The screenshots in this guide show ConnectWise Manage, but the steps apply to all integrations.
Internal MSP staff and client contacts are imported in different places: The steps below cover internal staff. Company users follow the same dialog; see Import Company Users. For the connection-page task, see Import or match PSA contacts in the connection page.

Prerequisites

  • At least one integration must be configured and active
  • User roles must be created in MSPortal.ai
  • You must have the Manage Users permission

Import Users from Settings

Filter counts and Clear Filters share the toolbar with Quick Match and Role. Searching keeps the table in place. The rows fill the dialog above its footer; on a phone, open Filters to search and clear filters.
Staff import dialog with an active name filter and Clear Filters in the existing toolbar

Searching staff users keeps the existing toolbar and footer in place.

Phone staff import dialog with one active filter and a visible footer

The phone import dialog keeps its filters and footer reachable.

1

Navigate to Users & Roles Settings

Go to Settings → Users & Roles in the main navigation.
2

Open Import Dialog

On the Users tab, click the Import button and select your integration from the dropdown menu (e.g., Import from ConnectWise Manage, Import from Halo PSA, etc.).
Import menu on the Users tab listing the available PSA integrations

Choose a PSA from the Import menu on the Users tab.

3

Review Available Users

The import dialog displays all users from your integration in a table with the following columns:
  • Name - The user’s name in the source system
  • Email - Email address (editable if missing)
  • Job Title - Job title (if available)
  • Linked To - The MSPortal.ai user this record is linked to, or a combobox to link one
  • Status - Whether the user is imported, linked, or pending
4

Select Users to Import

Select users to import by:
  • Clicking individual checkboxes to select users one by one
  • Using the header checkbox to select all unlinked users
  • Using the search box to filter users by name or email
Click the Unlinked stat tile above the table to filter the list to users who haven’t been imported yet.
5

Link to Existing Users (Optional)

For users who already exist in MSPortal.ai (such as your admin account):
  1. Find the user in the list
  2. Click the Link to user… combobox in the “Linked To” column
  3. Select the matching MSPortal.ai user
  4. This links the integration record to the existing account instead of creating a duplicate
Use the Quick Match button to automatically propose links between integration users and existing MSPortal.ai users based on name and email similarity, then review and apply the proposed matches.
Links you choose here stay pending until you click Import Selected. Removing a link that is already saved takes effect immediately.
6

Select a Role

Choose the MSPortal.ai role to assign to all imported users using the Role dropdown above the table.
7

Add Missing Email Addresses

All users must have email addresses to be imported. Users without email addresses cannot be selected.
If a user lacks an email address:
  1. Find the user in the list (they’ll have an empty email input field)
  2. Enter their email address in the Email field
  3. The email will be saved with their MSPortal.ai account. It does not change the email in your PSA.
Check Hide missing email to hide users who have no email address.
8

Complete the Import

  1. Review the number of selected users and pending links shown on the Import Selected button
  2. Click Import Selected
  3. Wait for the confirmation message. It reports how many users were imported, linked, skipped, or failed.
  4. Imported users will appear in your Users list

Import Company Users

Client contacts are imported as Company users, with a Company role.
Phone company-user import with an active filter and pagination showing zero users

Company-user imports keep pagination visible when a search has no matches.

  1. Import and map the company first. See Import Companies.
  2. Go to Settings → Users & Roles → Company Users.
  3. Click Import and choose your PSA or Microsoft 365.
  4. Follow the same steps as above, choosing a Company role in the Role dropdown.
If contact-type role mappings or company default roles are configured for the integration, they decide the role for synced users. Explicit contact-type mappings can update roles on existing synced users.

Import Microsoft 365 users automatically

To create Company users from Microsoft 365 without opening the import dialog, add an access rule with the action Import Microsoft 365 users. After each Microsoft 365 users sync, each matching person without a portal user becomes a Company user in their company, with the role the rule sets. No invitation is sent. Pausing or deleting the rule keeps the users it already imported, and each tenant’s import can be turned off on the Microsoft 365 Companies page. This is the Microsoft 365 counterpart of PSA Contact Auto-Import. For linked Company users, Microsoft 365 account status takes priority over PSA contact status. An enabled Microsoft 365 account can restore access after a recorded automatic disable; an explicit administrator disable or an access rule still prevents sign-in. Synchronization preserves established identity links when a contact email changes. Multiple existing login accounts are left for staff to review.

Import or match PSA contacts in the connection page

Halo PSA, ConnectWise Manage, Autotask and Syncro offer Import or match users on their connection pages, and in Launch Center when it is embedded there. This imports Company users, not internal MSP staff.
Autotask contact import workspace with a visible row Import action and current-page and all-pages selection controls

Import or match contacts directly in the Autotask connection page.

  1. Import or match at least one company, then open Import or match users in the intended PSA connection. Only contacts belonging to connected companies are available. You can return to import more users without importing or matching every company or contact.
  2. The workspace opens on Import, including contacts with suggested matches. Use Suggested to review proposed links, or Matched and Ignored to revisit those records. Search and filter the contacts. Select Import beside one contact, or tick multiple contacts and choose Import selected. The button includes the selected count when contacts are selected.
  3. Use the header checkbox to select the current page, click it again to select all pages matching the current filters, and click again to clear the selection. Use row checkboxes for individual contacts. Select all with email replaces the selection with contacts that have an email address across all pages matching the current filters, leaving out contacts with missing emails. Review the selection, then choose Import selected. Wait for the full selection to load and review its count before continuing. Large selections are processed in batches, so you do not need to import each page separately.
  4. In the review panel, check the ready-to-import and skipped counts. Contacts without an email address are skipped. You can add an address for an individual contact to include it; correct invalid addresses or clear them to skip those contacts, and resolve duplicate addresses. The review list has pages for large selections. Email edits are submitted with the portal import; they do not change the upstream PSA contact’s email.
  5. Choose the intended Company role in Role. Review its permissions, then confirm with the Import button showing the user count and role.
  6. Follow the processed/imported progress, then read the imported or matched and skipped results. Verify the actual users, company assignments and roles. A partial failure can leave some users imported; inspect the remaining contacts before retrying.
You can also choose an existing portal user or accept a reviewed suggestion. Those matching actions save immediately. Review name-only suggestions carefully. Ignoring a contact removes it from the active review list; restore it if it should be considered later. Opening the review panel does not import users. The waiting count includes both suggested and unmatched contacts. Importing users does not automatically send portal invitations; review access and invitation delivery separately.
Halo user import review in Launch Center with a Company role, editable email fields and counts showing zero ready to import and 19 skipped without email

The Halo review panel inside Launch Center identifies contacts skipped for missing email addresses before import.

Post-Import Tasks

After importing users:
  • Verify roles: Confirm imported users have the correct roles and permissions
  • Send invitations: Importing a user does not send an invitation. Use Send Invitation Email from the Users list when the user needs to sign in. Never send passwords manually.
  • Configure preferences: Set up any user-specific settings
  • Enable 2FA: Set up two-factor authentication for admin users

Troubleshooting

Missing records can reflect source permissions, inactive accounts, company mapping, filters or synchronization. In the connection-page import, missing email skips that contact; an invalid nonblank email needs correction or clearing before confirmation. Other import screens may require missing emails to be supplied. If an account already exists, verify the identity and use linking where appropriate. If a role changes again after sync, review the provider’s role rules instead of repeatedly overriding the same field.

Common Issues

Integration-Specific Notes

  • Only active members are shown in the import list
  • Users are synced by their Member ID
  • Email addresses are pulled from the member’s primary email field
  • Only agents (support staff) are available for import
  • Client contacts are managed separately through company users
  • Agent status must be active in Halo PSA
  • Resources (technicians) are available for import
  • Resource must have an active status in Autotask
  • Email synchronization uses the resource’s primary email
  • Technicians are available for import
  • User must be active in your Syncro account
  • Ensure API permissions include user read access
  • Available when importing company users
  • Syncs users from your connected M365 tenant
  • Requires active Microsoft 365 integration per company
  • To import matching users automatically after each sync, use an access rule. See Import Microsoft 365 users automatically

Frequently asked questions