How to Add a Contact to a Customer (Customers)

Contacts are the people attached to a customer account: the property manager, the spouse who handles billing, the site supervisor. They give your office staff the right names, phone numbers, and emails to reach, separate from the customer record’s own contact fields. Contacts are added from the customer’s profile page.

Before you start

The customer must already exist. See Create a Customer.
Only the contact’s Last Name or Company Name is required; first name, email and phone are optional (email and phone are validated if entered).

Steps

Open the customer from Customers (see List Customers).
On the Customer Summary, select the Contacts tab in the Profile group.
Click Add Contact. (If the customer has no contacts yet, the tab shows an Add Your First Contact button instead.)
Fill in the Add Contact window:
- First Name: optional, up to 100 characters.
- Last Name or Company Name: required, up to 225 characters. When the contact is a business (a management company, for example), put the whole business name here and leave First Name empty.
- Email: optional; must be a valid email format if entered.
- Phone: optional; must be a valid phone number if entered.
- Note: optional free text about this person (role, best time to call, etc.).
- Primary Contact: marks this person as the main contact; they get a “Primary” label on their card. It is ticked for you only when this is the customer’s first contact. For any later contact it starts unticked.
Click Save Contact. (Cancel closes the window without saving.)

What happens next

The window closes and the Customer Summary reloads with a green “Contact created successfully!” banner. The new person appears as a card on the Contacts tab showing their full name (first name then last name), email and phone; the email and phone are click-to-email and click-to-call links.

A customer has only one primary contact. If you save a new contact with Primary Contact ticked, the “Primary” label moves to them and comes off whoever had it before.

Tips & best practices

Tick Primary Contact only when the main contact changes. Ticking it on a new person takes the label off the current primary.
Fill in First Name for people. Mail merge letters to contacts can greet by first name with the First Name merge field («ContactFirstName»); a business contact with no first name is greeted by its full name instead.
Use the Note field for context (“gate code 4482”, “prefers texts”, “billing questions only”). It shows when you open the contact.
Contacts vs. the customer’s own email and phone: communications like invoices go to the customer record’s email (Information tab). Contact entries are your office’s phone book for that account.

Troubleshooting

The window will not save. Last Name or Company Name is required; the form blocks saving while it is empty.
Red banner: “Contact last name or company name is required.” Only a first name was entered. Add the last name (or the business name) and save again.
Red banner: “Please enter a valid email address.” / “Please enter a valid phone number.” / “… cannot exceed 225 characters.” Fix the value or clear the field, then reopen Add Contact and re-enter the details.
“Customer not found.” The customer could not be matched when saving; you are returned to the customer list. Reopen the customer and try again.
“An error occurred while creating the contact.” The save did not complete; try again, and contact support if it persists.
The Primary label moved off another contact. That is expected: a customer has one primary contact, and the newest one you ticked wins.

Manage Contacts: edit or delete an existing contact
Customer Summary (Profile Page): where the Contacts tab lives
Create a Customer: the account the contacts attach to
Update Customer: edit the customer’s own email and phone instead