What are Primary and Associated Contacts?

A case has one Primary Contact, who is responsible for paying outstanding bills, and any number of Associated Contacts, who can access the case in their client workspace.

The right-hand properties panel on a case shows both contact sections.

Primary Contact

The Primary Contact is the main contact on a case and is responsible for paying outstanding invoices.

When you create a case, the contact you select becomes the Primary Contact. You can change this later in the case properties panel.

Only one contact can be the Primary Contact at a time. Assigning a new Primary Contact replaces the current one. You can undo this change at any time.

The Primary Contact field in the properties panel shows the current contact with a search input to change it.

Associated Contacts

Associated Contacts are additional contacts linked to a case. They have access to the case in their client portal.

A case can have many Associated Contacts, and a single contact can be associated with multiple cases.

Adding an Associated Contact does not change billing responsibility on the case. You can link a contact as Associated from either the case properties panel or the contact record.

The Associated Contacts section lists all linked contacts with options to add or remove them.

FAQ

Can a case have more than one Primary Contact?

No. A case can have only one Primary Contact at a time. Assigning a new Primary Contact replaces the existing one.

What is the difference between a Primary Contact and an Associated Contact?

The Primary Contact is responsible for paying outstanding bills. Associated Contacts can access the case in their client workspace but do not handle billing.

Can I change the Primary Contact after creating a case?

Yes. Open the case, go to the **Primary Contact** section in the properties panel, and select a new contact. You can undo this change at any time.