Contacts

Contacts are the people involved in a case. Every case has a Main Contact — the primary individual the case is about. Cases can also have Secondary Contacts — additional stakeholders like brokers, experts, partners, or opposing parties. Each contact is identified with a unique key when defining the case, which allows the system to reference them in steps, notifications, and data throughout the platform.

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Main Contact

The main contact is the primary individual a case is about and the primary recipient for all external communications. Every case requires a main contact. The main contact:

• Receives forms sent from the case
• Receives email communications and notifications
• Is the primary point of contact for the matter
• Can be an individual person or organization representative
• Must have at least an email address or phone number to receive communications

Main contact information:

• Name - Full name of the individual
• Email - Primary email address (required for email communications)
• Phone - Phone number (required for SMS communications)
• Language - Preferred communication language
• Organization - Optional company or organization name
• Additional fields - Custom fields based on your workspace configuration

When a case is created from a form submission or incoming email, the sender’s information is automatically added as the main contact.

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Secondary Contacts

Secondary contacts are additional stakeholders involved in the case beyond the main contact. These can include: Common secondary contact roles:

• Brokers - Insurance brokers, real estate agents, financial advisors
• Experts - Technical experts, appraisers, medical professionals
• Partners - Business partners, co-applicants, joint account holders
• Legal representatives - Lawyers, guardians, trustees
• Billing contacts - Separate contact for invoicing and payments
• Technical contacts - IT contacts, system administrators
• Opposing parties - In legal or dispute cases

Each secondary contact can have a specific role that defines their involvement in the case. Secondary contact configuration:

• Role - Defines the contact’s relationship to the case
• Key - Unique identifier for referencing in steps and automations
• Contact information - Same fields as main contact
• Permissions - What they can see or do (if applicable)

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Contact Keys

Each contact (main and secondary) is identified with a unique key when defining the case. This key system allows the platform to reference contacts in various contexts: Where contact keys are used:

• Steps - Reference which contact receives an email or form
• Notifications - Specify who gets notified about case events
• Data fields - Reference contact information in case data
• Email templates - Insert contact details dynamically
• Automations - Trigger actions based on contact responses

Key naming:

• Main contact typically uses the key main
• Secondary contacts use descriptive keys like broker, expert, partner, billing
• Keys must be unique within a case
• Keys are defined in case templates or when adding contacts to individual cases

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Assigning Contacts

Contacts can be assigned to a case in several ways:

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Select Existing Contact

Choose from contacts already in your workspace:

• Search by name, email, or organization
• View contact history and previous cases
• Ensures data consistency across cases
• Maintains single source of truth for contact information

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Create New Contact

Add a new contact directly when creating or updating a case:

• Enter contact information manually
• Contact is added to workspace contact database
• Available for future cases
• Can be updated centrally

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Automatic Assignment

Contacts are automatically assigned in certain scenarios:

• From form submission - Form respondent becomes main contact
• From incoming email - Email sender becomes main contact
• Via API - Contact information provided in API request

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Bulk Import

For campaigns or large case imports:

• Upload CSV file with contact information
• Map columns to contact fields
• Create multiple cases with pre-assigned contacts
• Useful for annual updates or mass communications

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Language Preferences

Each contact can have a preferred communication language. This affects: Form language:

• Forms sent to the contact appear in their preferred language
• Form templates must have translations available
• Automatic language selection based on contact preference

Email language:

• Email templates can have multiple language versions
• System selects appropriate version based on contact language
• Ensures professional communication in contact’s language

Supported languages depend on your workspace configuration.

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How Contact Information Flows

Contact information flows through the platform in several ways:

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In Steps

When sending forms or emails:

• Select which contact receives the communication
• Contact’s email or phone is automatically used
• No need to re-enter contact information
• Changes to contact details automatically reflect in future communications

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In Data Fields

Case data can reference contact information:

• Pull contact name into document templates
• Use contact email for automated notifications
• Reference contact organization in reports
• Maintain consistency across all case materials

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In Notifications

Automations can notify specific contacts:

• Send confirmation emails to secondary contacts
• Notify brokers when status changes
• Alert partners when documents are signed
• Configure per contact role

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In Reports

Contact information appears in case reports:

• Filter cases by contact
• View all cases for a specific contact
• Track contact interactions across cases
• Analyze contact engagement

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Managing Contacts

Updating contact information:

• Changes to workspace contacts affect all future communications
• Existing case timeline preserves original contact info (audit trail)
• Update in one place, applies to new interactions

Removing contacts:

• Secondary contacts can be removed from cases
• Main contact cannot be removed (case requirement)
• Removed contacts remain in timeline history

Contact privacy:

• Contact information is stored securely
• Access controlled by workspace permissions
• Complies with data protection requirements
• Can be anonymized or deleted per retention policies

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Next Steps