Supported Integrations
MSPortal.ai supports importing users from the following integrations:| Integration | User Type |
|---|---|
| ConnectWise Manage | Members (Users) |
| Halo PSA | Agents |
| Autotask PSA | Resources |
| Syncro | Technicians |
| Microsoft 365 | Users |
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.
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
1. Navigate to Users & Roles Settings
Go to Settings → Users & Roles in the main navigation.
2. Open Import Dialog
Click the Import button and select your integration from the dropdown menu (e.g., Import from ConnectWise Manage, Import from Halo PSA, etc.).
3. Review Available Users
The import dialog displays all users from your integration. You’ll see:- User name and email address
- Job title (if available)
- Last sync date
- Link status (whether already linked to an MSPortal.ai user)
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
5. Link to Existing Users (Optional)
For users who already exist in MSPortal.ai (such as your admin account):- Find the user in the list
- Click the Link User dropdown in that row
- Select the matching MSPortal.ai user
- This links the integration record to the existing account instead of creating a duplicate
6. Select a Role
Choose the MSPortal.ai role to assign to all imported users using the Role for imported users dropdown.
7. Add Missing Email Addresses
If a user lacks an email address:- Find the user in the list (they’ll have an empty email input field)
- Enter their email address in the Email field
- The email will be saved with their MSPortal.ai account
8. Complete the Import
- Review the number of selected users shown on the Import Selected button
- Click Import Selected
- Wait for the confirmation message
- Imported users will appear in your Users list
Post-Import Tasks
After importing users:- Verify roles: Confirm imported users have the correct roles and permissions
- Send welcome emails: If not done during import, send login credentials manually
- Configure preferences: Set up any user-specific settings
- Enable 2FA: Set up two-factor authentication for admin users
Troubleshooting
Common Issues
| Issue | Solution |
|---|---|
| Missing users | Verify your integration has proper API permissions and the users are active in the source system |
| Email required error | All users must have valid email addresses. Add email addresses using the input field in the list |
| Role not selected | Select a role from the dropdown before clicking Import |
| Duplicate user error | The user may already exist. Use the Link User feature to connect accounts |
| Cannot select user | The user is either already linked or missing an email address |
Integration-Specific Notes
ConnectWise Manage
ConnectWise Manage
- 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
Halo PSA
Halo PSA
- Only agents (support staff) are available for import
- Client contacts are managed separately through company users
- Agent status must be active in Halo PSA
Autotask PSA
Autotask PSA
- Resources (technicians) are available for import
- Resource must have an active status in Autotask
- Email synchronization uses the resource’s primary email
Syncro
Syncro
- Technicians are available for import
- User must be active in your Syncro account
- Ensure API permissions include user read access
Microsoft 365
Microsoft 365
- Available when importing company users
- Syncs users from your connected M365 tenant
- Requires active Microsoft 365 integration per company