What Is ConnectWise Automate? A Practical MSP Guide
If you're researching RMM platforms, you've probably run into this confusion: ConnectWise has two products with similar names. ConnectWise Automate and ConnectWise RMM are both remote monitoring and management tools, but they're built for different types of MSPs.
This guide breaks down what ConnectWise Automate actually is, how it differs from its cloud-native sibling, and whether it makes sense for your team.
What ConnectWise Automate actually is
ConnectWise Automate is an agent-based RMM platform designed for MSPs that want granular control over their endpoint management. Originally launched as LabTech (ConnectWise acquired it in 2010), the product was rebranded to ConnectWise Automate and has evolved into a powerful but complex tool.
The core pitch is simple: deep automation and customization. Unlike newer cloud-native RMMs that prioritize quick setup, Automate gives you the tools to build highly specific workflows, custom scripts, and granular policies. It's built for technical teams who aren't afraid to get their hands dirty.
Here's the catch: Automate is Windows-centric. While it technically supports Mac and Linux, the functionality is limited compared to Windows endpoints. If your client base runs mixed environments, this matters.
The platform uses an agent-based architecture. You install lightweight agents on endpoints (less than 100MB memory, about 1% CPU), and those agents communicate back to a central server. You can host that server on-premises or in the cloud, which is a flexibility you don't get with ConnectWise RMM.
ConnectWise Automate vs. ConnectWise RMM
This is where most MSPs get stuck. Both products come from the same company, serve the same market, and solve similar problems. But they're fundamentally different tools.
Let's break it down:
| Dimension | ConnectWise Automate | ConnectWise RMM |
|---|---|---|
| Architecture | Agent-based with deep customization | Cloud-native, built on Asio platform |
| Hosting | On-premises OR cloud | Cloud-only |
| Customization | Deep, manual control | Pre-built with platform-managed guardrails |
| Time to value | Longer setup, steeper learning curve | Faster deployment, easier onboarding |
| Patching | Windows OS focus, limited third-party | Broader third-party app coverage |
| Platform support | Windows primary, Mac/Linux limited | Better cross-platform support |
| Target user | Technical teams wanting granular control | MSPs wanting faster time-to-value |
The simplest way to think about it: Automate is for MSPs with dedicated technical resources who want to build exactly what they need. RMM is for MSPs who want something that works well out of the box without extensive configuration.
ConnectWise RMM includes thousands of pre-built intelligent alerts, hundreds of pre-built scripts, and optional integrated expert services. Automate gives you the framework to build all of that yourself, exactly how you want it.
Core features and capabilities
Endpoint management and monitoring
Automate's agent-based architecture gives you deep visibility into endpoints. The agent consists of two primary components: the Automate Service and Service Watchdog. You can also add optional components like a Tray Icon Service for end-user interaction and a Network Probe for agentless device discovery.
The Network Probe is worth understanding. Install an agent on a Windows device with network access to your target IP ranges, designate it as a probe, and it will ping all IPs in range to discover devices. It can even auto-deploy agents to detected Windows devices if you provide admin credentials.
Automation and scripting
This is where Automate shines. The platform supports PowerShell, bash, and batch scripts. You get a pre-built script library for common tasks, plus the ability to create and schedule custom scripts across clients and sites.
Recent updates added AI-assisted script drafting. ConnectWise Sidekick can draft PowerShell scripts for your review, which speeds up development while keeping a human in the loop. ConnectWise RMM has similar AI scripting assistance, but Automate's deeper customization means you can do more with those scripts once they're written.
Automate uses "Groups" as the heart of its automation engine. You define search criteria to find members, join them to a group, then automate actions against that group. Common automations include applying agent templates, scheduling scripts, setting maintenance windows, and configuring group-specific alerting.
Patch management
Automate handles Windows OS patching with approval workflows, pilot groups, and maintenance windows. You can configure deployment rings to minimize impact and track compliance with reporting.
The limitation? Third-party patching. While Automate includes some third-party patching, ConnectWise RMM covers a much larger list of third-party applications. If keeping Chrome, Adobe, and other apps updated is critical for your clients, this gap matters.
Remote access
Automate includes ScreenConnect Remote Access at no extra cost. You get instant endpoint access for diagnostics and fixes, with background troubleshooting for silent maintenance.
Beyond ScreenConnect, Automate provides redirectors for alternative access methods: PuTTY for SSH/Telnet, Remote Desktop for RDP connections, and Web Browser access for network device setup pages. For servers, you get lights-out management support for Dell DRAC and HP iLO access.
Data views and reporting
Data views let you query, filter, and export insights across clients and devices in seconds. Need to find every machine running a specific software version? Or all devices missing a particular patch? Data views handle ad-hoc questions that would take hours to answer manually.
Asset inventory tracks hardware, software, patches, users, event logs, and services automatically. For reporting, Automate has built-in capabilities, but advanced custom reporting typically requires add-on modules.
Technical architecture
Understanding Automate's architecture helps explain both its power and its complexity.
The platform has three main components:
- Agent - Lives on endpoints, collects data, executes commands
- Control Center - Your interface for managing everything (installable for full functionality, web-based for limited access)
- Database/Automation Server - The central brain that stores data and orchestrates communication
When you issue a command, it flows from Control Center to a Web Server, to the Automation Server, to the Database Server, and back out to agents. Data from agents follows the reverse path.
The installable Control Center provides all Automate functionality and is intended for day-to-day use. The Web Control Center offers limited functionality for individual device management and is useful when you can't access the full client.
Resource requirements are reasonable: agents use less than 100MB memory and about 1% CPU on average. The heavier investment is in server infrastructure if you choose on-premises hosting, plus the expertise to manage it.
Pricing and licensing
ConnectWise doesn't publish pricing for Automate. You need to contact sales for a quote, which frustrates MSPs trying to compare options quickly.
What we do know: Automate uses an agent-based pricing model with two licensing options:
- Perpetual - Higher monthly cost, but you own the software at the end of the agreement
- Subscription - Lower monthly cost, ownership stays with ConnectWise
Both tiers include core functionality and ConnectWise Solutions (like PSA integration and ScreenConnect). Add-ons like enhanced reporting or third-party patching modules cost extra.
Total cost of ownership goes beyond licensing. Factor in:
- Setup and configuration time (significant for Automate)
- Training for your team
- Potential on-premises server costs
- Ongoing maintenance and updates
If you need quick deployment without dedicated technical resources, the TCO equation may favor ConnectWise RMM despite similar per-agent pricing.
Real user feedback: what MSPs say
ConnectWise Automate holds a 4.0/5 rating on Gartner Peer Insights from 153 reviews. The breakdown: 36% five-star, 49% four-star, 12% three-star, 3% two-star, and 1% one-star.
Users consistently praise the remote access flexibility, scripting capabilities, and agent deployment ease. MSPs who've invested the time to learn the platform report it's a "solid go-to for handling tickets and everyday IT work."
But the criticism is equally consistent:
Common complaints include patching inconsistencies, a steep learning curve (especially for reporting), bugs, and cost concerns. One manager noted: "This product is very buggy, it used to be fantastic a few years ago." Another mentioned: "The sheer number of features can sometimes feel overwhelming, especially for new users."
The pattern is clear: teams that invest in learning Automate and have the technical resources to manage it tend to love it. Teams looking for quick deployment without dedicated administrators often struggle.
Is ConnectWise Automate right for your MSP?
ConnectWise Automate is a good fit if:
- You have technical staff who can dedicate time to setup and maintenance
- You need deep customization that off-the-shelf RMMs can't provide
- Your environment is primarily Windows-based
- You want the option to self-host for compliance or control reasons
- You're willing to trade initial setup time for long-term flexibility
It's probably not the right choice if:
- You're a small team without dedicated RMM administrators
- You need to be fully operational within days, not weeks
- Your clients run mixed OS environments (Mac, Linux, Windows)
- You want extensive third-party patching without add-ons
- You prefer cloud-native tools with automatic updates
If Automate sounds like overkill, ConnectWise RMM offers a faster path to value with less configuration overhead. For MSPs drowning in L1 tickets and looking to automate routine work without the complexity of deep RMM customization, purpose-built tools like Rallied handle ticket resolution directly without requiring extensive scripting or workflow building.
Getting started with ConnectWise Automate
ConnectWise offers a free trial if you want to evaluate Automate. Implementation typically takes weeks rather than days, so set expectations accordingly.
Training resources are available through ConnectWise University, including on-demand modules, videos, and documentation. For teams that need hands-on help, ConnectWise offers implementation services and access to their NOC or Help Desk teams.
Before committing, ask these questions during your trial:
- How long does it take to configure monitoring for a new client?
- Can your team build the scripts and automations you need without external help?
- How reliable is patching in your specific environment?
- What's the real cost including necessary add-ons?
- How responsive is support when issues arise?
ConnectWise Automate is a powerful tool in the right hands. The question isn't whether it's capable, it's whether your MSP is the right fit for what it demands.
Frequently Asked Questions
What is ConnectWise Automate used for?
ConnectWise Automate is an RMM platform that helps MSPs monitor, manage, and automate endpoint tasks across client environments. It handles remote access, patch management, scripting, and asset inventory with deep customization options.
Is ConnectWise Automate the same as LabTech?
Yes. ConnectWise Automate was originally called LabTech before ConnectWise acquired and rebranded it. The core architecture and agent-based approach remain similar, though the product has evolved significantly.
How much does ConnectWise Automate cost?
ConnectWise doesn't publish pricing. The product uses agent-based licensing with perpetual or subscription options. You need to contact sales for a quote specific to your endpoint count and add-on requirements.
Should I choose ConnectWise Automate or ConnectWise RMM?
Choose Automate if you need deep customization, have technical resources for setup, and want granular control. Choose RMM if you prefer faster deployment, pre-built automation, and easier onboarding without extensive configuration.
Does ConnectWise Automate work on Mac and Linux?
Automate technically supports Mac and Linux, but functionality is limited compared to Windows. Windows is the primary platform. If you manage mixed environments, ConnectWise RMM offers better cross-platform support.
What are the main complaints about ConnectWise Automate?
Users consistently mention a steep learning curve, inconsistent patching, occasional bugs, and cost concerns. However, teams that invest in learning the platform praise its scripting capabilities and remote access flexibility.