ConnectWise Pod

The ConnectWise Pod is an embeddable widget inside ConnectWise Manage that lets your technicians access SmartDoc documentation without leaving their ticket.

How It Works

When a technician opens a ticket in ConnectWise Manage, the SmartDoc Pod appears in a side panel and automatically displays relevant documentation for the client associated with the ticket. Technicians can search knowledge base articles, procedures, and documents without switching applications.

ConnectWise Manage
+------------------------------------------+
|  Ticket #12345 - Client XYZ             |
|  Issue: Printer not working              |
|                                          |
|  +------------------------------------+ |
|  |     SmartDoc Pod                    | |
|  |                                     | |
|  |  [Search documentation...]          | |
|  |                                     | |
|  |  > Network printer config XYZ       | |
|  |  > HP printer reset procedure       | |
|  |  > Printer passwords               | |
|  +------------------------------------+ |
+------------------------------------------+

Widget Types

SmartDoc offers several widgets for ConnectWise:

Widget	Description
CW Widget	Main widget — search KB, documents, and procedures
SmartPod Health	System health monitoring
SmartPod Status	Service and component status
SmartPod Power	Power supply and energy management status

Configuration

1. Generate an Access Token

In the SmartDoc admin portal:

1. Go to Configuration > ConnectWise Pod
2. Click Generate new token
3. Choose the environment (Production or Test)
4. Copy the generated token

Tokens are signed JWTs that authenticate the widget without requiring user login.

2. Configure in ConnectWise

In ConnectWise Manage:

1. Go to System > Setup Tables > Pod Configuration
2. Add a new Pod
3. Set the widget URL:

https://api.mspsmart.ca/public/cw-widget?token=YOUR_TOKEN

4. Set the size and position of the Pod
5. Associate it with the desired ticket screens

3. Configure Search Filters

In SmartDoc, you can set up global filters to control what appears in the Pod:

• Exclude internal content — Hide internal documents that shouldn't be visible from CW
• Filter by type — Limit search to KB articles, procedures, or both
• Filter by tags — Only display content with certain tags

Pod Features

Intelligent Search

• Contextual search — The Pod automatically shows documentation for the client linked to the ticket
• AI search — AI-powered semantic search across your knowledge base
• Real-time results — Results appear as you type

Analytics

The Pod tracks search queries to help you identify:

• Frequent searches — Which topics your technicians search for most
• No-result searches — Gaps in your documentation to fill
• Trends — Evolving documentation needs

Security

• JWT token authentication — No passwords exposed
• Revocable tokens — Disable a token at any time from SmartDoc
• CORS configured — Only authorized ConnectWise domains can load the widget
• Read-only data — The Pod does not allow editing documentation

Troubleshooting

Issue	Solution
Pod not showing	Verify the URL and token in CW configuration
Authentication error	Regenerate a new token in SmartDoc
No results	Check that content exists for the client linked to the ticket
Pod slow to load	Check network connectivity to api.mspsmart.ca