When the Client Says Yes: What Should Happen in Your PSA
"So when the customer approves it though, what happens after the customer approves?" An MSP asked us exactly that during onboarding, and versions of it come up on many onboarding calls. It is the right question to ask before you connect a quoting tool to your PSA. A signed quote is the start of the work. Decide what acceptance should set in motion, then check that your tools do it without anyone retyping the deal.
Four Things Acceptance Can Trigger
Write down which of these you want to happen when a client accepts, and who is responsible if it doesn't:
- The opportunity moves to won, so your pipeline and forecast are right.
- The quote lands in the PSA, with every line, so finance and service delivery see exactly what was sold.
- Recurring services go onto a contract, so they get billed from next month.
- The work gets scheduled, usually as a ticket or a project for the delivery team.
Most small MSPs do some of this by hand today: someone retypes the quote into the PSA, someone else remembers to update the contract at month end. Every manual step is a place for a missed licence or an unbilled service.
Opportunity and Quote Status
In Salesbuildr, a quote moves from waiting for approval to approved, and the linked opportunity status follows the mapping you set up for your PSA. That mapping is the part to get right. List every stage you use in Autotask, ConnectWise or Halo and decide what it should be after acceptance. A stage you don't map simply doesn't update.
Autotask
When a client accepts, Salesbuildr updates the Autotask opportunity and the quote record in Autotask. Every line item from the Salesbuildr quote is visible on that Autotask quote.
Recurring services don't become contract entries automatically. From Salesbuildr you choose to create a recurring service contract, or to add the services to the client's existing contract. That keeps you in control of how a new service relates to what the client already pays for.
You can also switch on a post-sale ticket, with the queue, priority, issue type, estimated hours, due date and billing code you set, so the delivery team sees the job without anyone creating it. Purchase orders in Autotask can be created too, if you switch them on. See the Autotask integration.
ConnectWise PSA
On approval, the quote lines land on the ConnectWise opportunity, usually within 1–2 minutes, with the correct line items and pricing. Accepted quotes create ConnectWise agreements for recurring lines; you configure whether that is a new agreement or an addition to one the client already has. Shipping goes on as a separate line using the shipping product you mapped. See the ConnectWise integration.
HaloPSA
On acceptance, the quote is synced to Halo as a quotation, with its attachments. Opportunities in Halo are tickets, and the status change comes over by webhook. See the HaloPSA integration.
If Your Pipeline Lives in HubSpot
With the HubSpot integration, the approved quote PDF is attached to the HubSpot deal, so whoever works from HubSpot sees what the client signed. Line items don't sync to HubSpot.
Test It With One Real Quote
Before you roll this out to the team, send one real quote to a friendly client or a colleague and accept it. Then open your PSA and check, step by step: opportunity status, the quote and its lines, the contract, the ticket and, if you switched it on, the Autotask purchase order. Fix the mapping for anything that didn't land where you expected. The full flow after acceptance is on Delivery and Contracts.