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