Contacts
Adding and managing contacts for your clients
Every client in ServiceCortex can have one or more contacts -- the people you communicate with about proposals, appointments, invoices, and day-to-day work. Maintaining accurate contact records ensures the right person receives emails, portal access links, and appointment confirmations.
Adding a contact
Open a client's detail page and navigate to the Contacts tab. Click Add Contact and fill in the available fields:
| Field | Description |
|---|---|
| First name | The contact's given name. |
| Last name | The contact's family name. |
| Used for sending proposals, invoices, appointment confirmations, and portal access links. | |
| Phone | A direct phone number for this contact. |
| Title | The contact's role or job title, such as "Property Manager" or "Owner." |
| Primary | Whether this contact is the default point of communication for the client. |
All fields except Primary are optional, but providing at least a name and email is recommended so that automated communications reach the right person.
Primary contact
Each client has one primary contact. The primary contact is used as the default recipient for proposals, invoices, and portal magic-link emails. When you add the first contact to a client, it is automatically marked as primary.
To change the primary contact:
- Open the client detail page and go to the Contacts tab.
- Find the contact you want to designate as primary.
- Click the Set as Primary action on that contact.
Setting a new primary contact automatically removes the primary flag from the previous one. Only one contact can be primary at a time.
Editing a contact
Click a contact's name or the edit action to update any of their fields. Changes take effect immediately and apply to any future communications. Existing emails that have already been sent are not affected.
You can update:
- Name (first and last)
- Email address
- Phone number
- Title or role
- Primary status
Email preferences and suppression
ServiceCortex tracks email delivery status for each contact. From the contact's detail view you can check whether a contact's email is suppressed and manage their email preferences.
Suppression types
| Type | Description | Can be removed |
|---|---|---|
| Manual | You or a team member manually suppressed this email address. | Yes |
| Marketing unsubscribe | The contact opted out of marketing emails but still receives transactional messages. | Yes |
| Bounce | The email address bounced (hard bounce from the mail provider). | No |
| Complaint | The recipient marked an email as spam. | No |
System-level suppressions (bounce and complaint) cannot be removed through the application. If a contact's email is incorrectly bouncing, update their email address to a working one.
Email categories
Each contact's email falls into three categories:
- Transactional -- invoices, appointment confirmations, and essential account notifications. Blocked only by system suppressions.
- Lifecycle -- appointment reminders, follow-ups, and journey-triggered emails.
- Marketing -- promotional campaigns and newsletters.
You can disable lifecycle or marketing emails for individual contacts without affecting transactional delivery.
Removing a contact
To remove a contact, click the delete action on the contact row. Deleting a contact is permanent and cannot be undone. If the deleted contact was the primary, you should designate a new primary contact to ensure communications continue to be delivered.
What's next
- Manage properties for your clients.
- Learn about the client portal and how contacts receive access links.
- Set up email templates for automated client communications.